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How to Boost Productivity of Your Service Reps & Field Techs
Get tactical tips from a service leader on how to boost the effectiveness of your service reps and field service techs, so you can provide the best experience possible for your customers.
Important: This session is first come, first seated. You do not have a reserved seat.

, Director, Product Marketing, Salesforce

, Principal Solutions Engineer, Cirrius Solutions

Role: Service
Product: Agentforce Field Service, Agentforce Service
Session Level: Beginner
Session Type: Theater
  • Wednesday, Sep 181:30 PM - 1:50 PM PDT
    (8:30 PM - 8:50 PM GMT)
    Moscone West, L3, Cloudy Theater
Session Summary by Einstein: The session on enhancing productivity for service reps and field service technicians highlighted the challenges faced by service professionals, including high customer expectations, increasing complexity, and a significant portion of their time (61%) spent on non-customer-facing tasks. The data shows that fragmented workflows and administrative duties are leading to higher error rates and burnout, with 69% of service leaders considering rep attrition a major or moderate challenge. The presenters shared actionable strategies to streamline user experiences, empower service personnel with decision-making capabilities, and utilize metrics for self-evaluation to improve job satisfaction and efficiency. These approaches aim to reduce the time spent on non-customer activities, decrease error rates, and ultimately enhance customer satisfaction and service quality.
Key Takeaways by Einstein:

• Designing intuitive user experiences with features like dynamic lightning pages and accessible information can significantly reduce the number of clicks and stress on service reps, leading to increased productivity.

• Empowering service reps to make decisions, such as offering discounts within certain thresholds, can lead to quicker issue resolution and greater job satisfaction, which in turn can reduce employee turnover.

• Implementing metrics for self-evaluation encourages personal accountability and motivation, allowing service reps to monitor and challenge their performance, fostering a positive and competitive work environment.

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