Highlights for Field Service

Does your organization have a service and/or field service department? Then the following 4 improved features for Salesforce Field Service are certainly interesting!

• For Field Service Asset Management, the new Asset Lifecycle Management (ASLM) add-on offers great added value.
• The new Einstein Copilot Field Services actions support the planner in scheduling exceptions, while the automatic planning handles the bulk.
• Data Capture Forms make it easier for administrators and field service staff to collect data in the field.
• Technicians are further relieved by the automatic triggering of flows based on geolocation for tasks such as filling timesheets, updating statuses, and communication.

 

1. Field Service Asset Service Lifecycle Management add-on

The new Asset Service Lifecycle Management (ASLM) add-on from Salesforce helps organizations manage their assets from start to finish: from purchase to maintenance and replacement. It simplifies monitoring performance, scheduling maintenance, and managing asset costs. Product Service Campaigns make mass actions on product groups such as upgrades, recalls, or maintenance campaigns easily manageable. Additionally, the Asset Coverage view provides a clear overview of service contracts to prevent ‘contract leakage’ and correctly charge customers. The Work Order Estimation makes it easier to estimate and quote the work to be done during the Field Service Process, eliminating surprises during billing.

Asset Hierarchical View

Furthermore, this release makes it easier for users to manage assets through the Asset Hierarchical View. This hierarchical view displays the complete overview of an asset tree, including location and current status. The search functionality ensures that both back-office staff and field service employees can easily find the correct asset information.

 

Manage your assets from start to finish

Would you like to know how the new ASLM add-on can add value to your organization? Contact our experts.

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2. Einstein Copilot Field Service Actions

Einstein Copilot is the digital AI assistant that increases productivity, reduces response and service times, and provides context and explanations for tasks or planning. From the Winter ’25 Release, it will be possible to display search results directly in the list of service appointments, allowing planners to take action on unscheduled customer appointments, nearly expired tasks, or planning issues.

In many clients starting with automatic planning, we see the planner’s role changing from scheduling all tasks to focusing on exceptions. Einstein Copilot supports planners in creating an overview and making decisions about these exceptions. Therefore, Einstein Copilot can be of great value, especially for these clients.

 

3. Data Capture Forms (Beta)

One of the features we are very excited about is the release of Data Capture Forms (Beta). This feature allows the creation of dynamic and responsive forms, simplifying data collection in the field. Additionally, the conditional logic that can be applied in the forms makes it easier for mobile users to enter data. This ensures that field service staff only need to answer relevant questions, further reducing administration time. These forms can be used for a variety of use cases, such as Last Minute Risk Assessments (LMRA), inspection checklists, maintenance checklists, or other forms.

 

4. Triggering Flows Based on Geolocation

This new feature activates flows based on platform events when the technician arrives or departs from the job site. Previously, it was already possible to open a quick action based on geolocation and enter information, but from the new release, flows can also be started in the background without user interaction. This makes it possible to automatically fill in timesheets, automate statuses, and send customer communications. By using this feature, the technician can focus on the work, while the information is maintained in the background.