Episode 24: SFS Roadmap Improvements for Each Persona

From Arc 8: Key Personas in Field Service Management

November 4, 2024 | 10 minutes

In this solo episode, Peter dives into the latest Salesforce Field Service (SFS) roadmap updates and their impact on key field service personas. Building on earlier discussions about aligning tools with personas, Peter highlights three exciting new features that will enhance operations across dispatch, technician, and management roles. With insights from the Dreamforce 2024 keynote, this episode explores how these innovations—such as exception management, offline data capture, and field service intelligence—promise to elevate performance, streamline workflows, and support employee well-being.

Key takeaways

• Dispatchers can quickly resolve scheduling issues through the Scheduling Exceptions Summary, which compiles exceptions for better SLA management.
• Offline Data Capture enables field technicians to complete forms and screen flows without connectivity, supporting service continuity in remote areas.
• Managers and CSRs benefit from Field Service Intelligence, which provides improved reporting on key metrics like resource utilization, stock levels, and burnout risks, comparing them to company benchmarks.
• Burnout risk tracking helps identify technicians at risk, allowing proactive scheduling to protect their well-being and prevent exhaustion.
• SFS evolves through continuous persona-driven feedback, ensuring features align with real-world business needs and outcomes.

 

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Highlights & Timestamps

0:00 | Introduction
0:59 | Recap of personas and overview of new SFS features
3:37 | AgentForce’s Scheduling Exceptions Summary and its impact on dispatchers
5:05 | Offline Data Capture improvements for technicians and back-end admins
6:26 | Field Service Intelligence tools for managers, inventory managers, and CSRs
7:42 | Employee well-being through burnout risk monitoring
8:53 | Conclusion

Speaker

Host

Peter McMullan, Solutions Consultant at Diabsolut
As a seasoned member of the Pre-Sales team, Peter brings an expertise in service management, focusing on field service and improving operations within service organizations. His background in engineering gives him a fresh, solution-driven perspective that he leverages to analyze problems. Peter proves himself to be a trusted advisor to Diabsolut and customers through his understanding of business analysis, process improvement, development, and configuration in designing and demonstrating tailored solutions.

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