Increase Field Service Efficiency with Schedule Optimization
Learn practical tips on how to move from drag and drop to automated scheduling of your resources in the field. Explore how data and AI can add value to each step of your dispatcher’s journey.
Important: This session is first come, first seated. You do not have a reserved seat.
, Group IT Director, CESI
, Director, PMM, Salesforce
, Principal Solution Engineer, Salesforce
Role: Architect, Operations, Service
Product: Agentforce Field Service, Agentforce Service
Topic: Automation
Session Level: Beginner
Session Type: Theater
Tuesday, Sep 174:00 PM - 4:20 PM PDT
(11:00 PM - 11:20 PM GMT)
Moscone West, L3, Cloudy Theater
Session Summary by Einstein: The conference session, led by a director of product marketing for field service, emphasized the critical role of field service in various sectors, highlighting its impact on human lives and the complexities involved in dispatching and scheduling. A simulation illustrated the staggering number of scheduling combinations faced by dispatchers, with two resources and 13 appointments yielding over 6 billion permutations, demonstrating the impracticality of manual scheduling. Salesforce's customer-centric field service was introduced as a solution, offering an integrated system that combines customer, company, and appointment data to facilitate optimal scheduling decisions, and the session also showcased the new AI-powered Dispatcher Agent. Furthermore, a field service solution engineer provided practical demonstrations of the current manual scheduling process and the benefits of moving towards suggestive scheduling, which aligns with company policies and aids in resolving skill mismatches.
Key Takeaways by Einstein:
• The session outlined the evolution of tools for dispatchers, from pen and paper to AI-driven solutions like Salesforce's new Dispatcher Agent, aiming to improve scheduling efficiency.
• Salesforce's customer-centric field service was presented as a way to empower service organizations with a comprehensive view of data for better decision-making.
• Practical demonstrations showcased how field service solutions can deliver value at different stages of the scheduling process, from manual drag-and-drop to suggestive scheduling.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
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