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Save Time in the Field with AI Features

Learning Objectives

After completing this unit, you’ll be able to:

  • Explain multi-modal field service work.
  • Describe the benefits of multi-modal field service for techs.

What Is Multi-Modal Field Work?

Imagine you’re a field technician on a job. You need to document meter readings at multiple locations for an audit. You also need to record a new status and priority for the work order, but your hands are full. On top of that, you can’t locate one of the meters and need to verify the location of the asset on a map. This is where multi-modal field work comes in.

Multi-modal field work integrates various data inputs like images, voice, and location data to streamline tasks for field service technicians. Instead of having to type or manually look up information, technicians can use a combination of these features to get the job done faster and more accurately. This approach moves beyond traditional data entry and uses AI to provide a more intuitive and efficient workflow.

How Can Multi-Modal Field Work Improve Service?

By combining different data inputs, multi-modal field work improves service delivery in several key ways:

  • Improved Efficiency: Voice-to-form technology allows technicians to update work orders by simply speaking, saving time and eliminating the need for manual typing. This is especially useful when a technician’s hands are occupied.
  • Enhanced Accuracy: Agentforce allows technicians to snap a picture of an asset, and AI extracts key details from the image and uploads them directly to the work order. This reduces the chance of human error when transcribing information like model numbers or license plates. To get more information about the asset, technicians can ask Agentforce questions or tell it to find Knowledge articles.
  • Better Data Collection: The ESRI (Environmental Systems Research Institute) integration allows technicians to view an asset’s location and other data like its health on a map directly from the Field Service mobile app. Technicians no longer have to pivot between apps. They can locate the asset, see asset details like the health score, and collect data about the asset all in one workflow. Also, when a new issue is found, they can create a pin on the map and launch a form with auto-filled geolocation data to create a new work order.
  • Streamlined Processes: These features work together to create a seamless workflow. A technician can use voice-to-form to capture information from natural voice dictation instead of manually filling out forms, then use Agentforce to take a picture of a damaged part and automatically document the details, and finally use the ESRI map to locate the next job.

Field Service mobile app showing a map of New York City with a list of appointment times.

Who Should Use Multi-Modal Field Work?

Multi-modal field work is designed for organizations with field technicians who need to document work, update records, and access critical information on the go. This is particularly useful for industries like roadside assistance, utility maintenance, or any service that involves physical assets and on-site work. It’s great for workers who encounter situations that can be captured more easily using their camera than by text alone, or working in environments where making changes using their voice is easier than typing on a screen.

Do your field technicians spend valuable time on tasks like these?

  • Manually filling out forms and updating details into a work order
  • Looking up asset information or details from paper documents
  • Trying to identify assets without a clear reference
  • Navigating to job sites without a clear visual of the asset’s location or documenting new issues

If so, then multi-modal features like Voice-to-Form, Agentforce, and ESRI Integration could be exactly what your team needs to become more productive and efficient.

A busy field tech holding too many tools to update their mobile device.

Accessing Multi-Modal Features

The multi-modal features are available within the Salesforce Field Service mobile app, which is designed for techs on the go. The app is available for download from the Apple App Store for iPhones and iPads or the Google Play Store for Android devices.

To access the app, you must have Salesforce Field Service, and individual users must be provisioned with the appropriate licenses. To access Agentforce features, you must have the Agentforce add-on license.

Get ready to empower your field technicians with the AI-tools they need to work smarter, not harder!

Resources

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