2 Easy Ways to Delight Field Service Customers | Dreamforce 2025

All right, now before we jump in, I want to take a moment to thank you. Agent Force. Field service is having a stellar year right now and that's largely due to all of you who are here in the room. Those of you who may be watching online, that's our customers first and foremost, our admins, our developers, our partners. And I could never forget about our employees who are helping us create this vision. And not only create this vision, but execute it and serve our customers. So please. Thank you. Please give yourselves a round of applause and I thank you so much for being here and taking time to be with me today. Field service is your brand's moment of truth. It's a crucial revenue engine and it's your most powerful customer touch point. But right now, your field service operations, they're facing a problem. It's being stifled by a few things, but the one thing that I'm going to talk about today is friction. That could be friction with communication, friction with scheduling. But there's good news. And the good news is that we're going to eliminate that friction today. I'm going to show you the two pieces of low hanging fruit that will really help you move towards that agentic enterprise and help unlock agentic field service. The first is going to be autonomous scheduling. The second is going to be AgentForce appointment assistant. So without further ado, let's dive in. Your scheduling solution isn't just a logistical tool. It's the front door of your brand. And if that door is cluttered or if it's frustrating, or if it's even closed, your customers are going to walk right past it. The data also backs this up. It shows that 30% of revenue can be lost to inefficient scheduling processes. That is money that's being left on the table because of friction. And as consumers ourselves, we all know that problem too well. I remember a few months back I was trying to open a bank account and I just kept being met with friction. Long story short, I chose to take my business elsewhere. On the flip side, a few weeks ago, I moved to the Bay Area and I needed to buy a car. I found the perfect car that I wanted, but I heard my dad in my ear. You know, it's fun how you actually listen to your parents as you get older. And he was like, get a pre purchase inspection on that car before you buy it. And I said, okay, I'll get the pre purchase inspection. And so I reached out to a car shop and I wanted to get that inspection scheduled. And I was fully prepared to you know, get to run the gauntlet, basically, you know, a nonlinear connection to the front desk to actually schedule that appointment. Tons of hold time and then being given ultimately like a four hour generic service, one window of when my car could be serviced. I braced myself for this usual process, but I was actually surprised when I reached out to them and I called them. And I wasn't able to actually speak with a human agent, but I actually spoke with an AI agent. And this is down in Palo Alto, California. People have this technology today. And to my surprise, this time was really different. The agent didn't route my call, but instead it reasoned with me and it took my service request, took into account things like my car model, my location, the technician's availability. And I kid you not, in under three minutes that appointment was scheduled. I was actually shocked. I can admit that I was a skeptic. It felt instant, it felt personable. But more importantly, it felt like I was actually being valued by this brand. That experience is the new benchmark. Customers are demanding it. So check this out. 78% of US consumers expect personalized services. 64% of those consumers also expect that they can schedule in real time. More than that, they're demanding self service. That's easy and they want to do it on their channel of choice. And as I just mentioned, artificial intelligence is really making its way and it's here to stay. Your customers are no longer expecting this. They're demanding it. Now here's the core problem. Managing appointments takes way too long. Earlier this year we at Salesforce on the field service team actually conducted some research and and the results might not be shocking to anyone. We found that scheduling is the number one efficiency blocker. But more than anything, it takes 15 minutes on average to manage an appointment. This means scheduling, rescheduling, changing, canceling an appointment. All of that on average takes 15 minutes. That is 15 minutes that is crucial for your business. Or quarter of an hour that is taken away and that's spent, that could be spent on other critical tasks. But numbers talk. So let's look at the financial implications of this statistic. 15 minutes per appointment. For organizations managing, not scheduling, but just managing 1,000 appointments a day, that translates to 250 hours spent daily on appointment management. And you can see when you account for things like holidays and PTO, let's assume there's 250 working days in the year. That's the amount of hours that you're spending. 62,500 hours annually on appointment management. But this is what's really the kicker, that actually adds up to over $1.5 million. That's the cost of manual appointment management. Now, the good news is that we at Salesforce have a solution for that, and that is AgentForce for field schedule for AgentForce for appointment scheduling. No, this is not a chatbot. This is autonomous AI that actually can reason with you and it can understand you. It's helping to elevate your customers. It works 24. 7 on the channels that you specify. And most importantly, it works and operates in the context of the guardrails that you set for your specific business. The payoff is that your customers are pleased because they have 24. 7 support all the time, and they're expecting that. But more than anything, we're able to help lighten the load for your dispatchers and make their jobs a little bit easier. Every minute counts, all right? Scheduling is really just the start. The best service experiences are also providing transparency. Our second game changer is the Appointment Assistant, and I really love this product. This simple yet powerful tool delivers connected and personalized experiences for your customers. Remember those statistics from earlier? Your customers are expecting those personalized experiences now. The one and done no longer satisfies their needs. It can proactively reach out to them on their channel of choice, whether that be SMS or WhatsApp. It lets customers track their technicians in real time. You can configure all sorts of things, but that can be digital signatures, feedback forms. You can do it all with Appointment Assistant. More than anything, what I love about Appointment Assistant is these three things. It builds trust. It reduces those where's my tech calls. And it makes every customer feel like the VIP that they are and that they should be. All right, so what does this look like in action? It looks like a service organization that is not only scaling, but operating with confidence. But as the old saying goes, I can show you better than I could tell you. So let me show you. All right, so remember that car from earlier? Well, I did end up buying it and it was great until the windshield got cracked. I need that fixed. So I'm gonna show you how. Instead of calling my dealership, I got on their website and started chatting with AgentForce. Watch this closely as I interact with AgentForce and the AI agent. I make my request known, but the AI agent is not matching keywords in real time. It's doing a few things, but these three important things, it's validating me, the customer. It realizes that I am a new customer linked to a high purchase. It's checking for service resources and skills. My windshield's cracked. So it needs to get me a technician, a technician to my house that is actually skilled and able to do this repair. In this case, a windshield replacement. But lastly, it's optimizing for profitability. It selects the time that is most convenient, not only for me, but for the business. I want it to be close to my home. So it's gonna make sure that the technician that's dispatched is on an optimized route. The agent is gonna present the perfect time for me. Or actually rather, in this case, I'm gonna specify the time and then it's gonna confirm the appointment, or rather ask me to confirm the appointment. But the business outcome clear is here. This is 247 self service that removes friction, it reduces your call volumes and those where's my tech calls? And it guarantees the best service every time. So I've talked to you a little bit about agents. You may deploy one agent, but what happens if you have dozens, hundreds, or thousands? AI skills comes with. And that's why we built the agent force scheduling supervisor view. This is your single pane of glass to view exactly what your agents are doing at any given time. Here, you can view live, completed, and even escalated conversations. You can also dive deeper into those escalated conversations to see exactly what the agent is talking to the customer about and intervene as needed. All right, so we solved the efficiency problem, but now let's solve the problem of anxious customers. That's me. I have no problem admitting that, but Cody's Cars has me covered. I receive a proactive notification from Cody's Cars, and that builds immediate trust with me. I click the link to appointment Assistant, I'm going to confirm my appointment. And on the day of service, I'm also going to be able to get a real time view of my technician's location. It's like I'm tracking a delivery, but it's a service that's being delivered for me. It's also helping delight me. And for me, I don't have to call and ask, hey, where's my technician? I can see in real time that Ben is going to be here shortly. This simple yet elegant transparency is what's going to elevate that customer experience. It's going to alleviate that anxiety, and it's going to drive massive loyalty for your brands. All right, I can talk about these capabilities all day, but what really matters is the impact. Frisbee is a massive player in the auto import and distribution game in Israel. They came to us and told us about a few problems they had. They were scheduling 3,000 test drives on average a month. But their old setup wasn't ideal and they really needed a solution and they needed one fast because money was being left on the table. Now, using our autonomous scheduling capabilities, they're transforming their customer experience by really putting their customers in the center of their operations. But rather than me telling their story, I figured you'd want to hear it firsthand. So thank you so much. Please give a warm welcome to the vice president of information technology from Frisbee, Shahar Zamir. Shar. Thanks for joining us.

Thank you. Jordan, how are you doing? It's great to be here. It's great to be part of Dreamforce this year. It is.

You guys are a really big deal in the Israeli car scene. Tell me a little bit about how you're using Salesforce and the work that you're doing with our technology.

Yeah. First of all, Frisbee is the largest and dynamics automotive industry in Israel. Beyond selling new car, we're selling and leasing, rental, financial, heavy duty trading, energy company. We also do have two wheels, ATV boats, energy company except train and flights. Because of that we have a lot of line of business and of course we have many of companies that have many erp. We choose Salesforce because we want one platform union and because of that we want to see the customer in 1 in 1 CRM with all the data even from the ERP. And we do it now with data cloud. Of course, when now you have some opportunity in some line of business immediately you have a new opportunity in other line of business and that how you leverage all your company with one platform.

I love that. I love that you're using tons of our products and we're glad to have your business and your partnership with. I'm curious specifically about what problems you were experiencing and why autonomous scheduling and AI was the solution. Can you tell us a little bit more about that?

Of course. Many of company that use huge contact center they face enough employee challenge, you know, work day, day off, sick day, hire them as we say of course in this time. In addition, you need to learn them all the line of business, of faq. It's a lot of information to know and nobody know all this information. Of course when a customer call you at 2am probably if you call him next day. All right. He didn't answer to you because the call center is open between our call center between 8am to 5am so probably didn't answer to you because he actually after hours. So the AI schedule is really, really good for us because we are live of course this month. And we see that when the customer sends you a lead and the agent force is directly sending an outbound message with WhatsApp. Because WhatsApp is the most common in Israel. The customer answer to him and schedule the meeting. So we skip the call center and he go directly. So for example, in Saturday he have a session with agent force. So tomorrow he. He immediately go to the showroom and do opportunity and we see that it is working very good. So the AI solve us a lot of problem with the employee challenge and also for 247 service for our customer.

I love that. And I love that you said that 247 support for their customers. All right. Shahar. I'm an ex consultant. I implemented Salesforce before. So change management is something that I always think about. I know that that can be a lot for organizations. I'm curious what change management was like specifically what you did to get your people and your teams on board for such a big change like this.

Yeah, change management in AI is very, very critical. You know, it's not AI is not it project is a company project. It is the leader of the project. And I explained to you tell the story what's happened. I prepare a kickoff of AgentForce. So we invite for this meeting all the guys from the owner of the leads is the marketing is the contact Center Guys, the VP of selling and start talking about AgentForce with your kickoff. We do the presentation. And when I finish everybody shooting logistics for all over the world, any excuse why not to do AI and in my side on my table, I just heard, all right, we aren't going to fire, we aren't going home. We lose our bonus. That's all he going to shut down all the call center. That's the reason that you need change management. When you explain to them, okay, this is not need to replace everybody, all right. It's coming to give you a powerful tool to help you to work with all challenge of your call center. If you open a day and you have missing two guys because they have a sick day out of office, can you use agent force and leverage? Because our amount of leads is massive and we cannot solve it with our employee in our company. And this is very powerful tool to the manager or contact center to solve this problem to answer all the leads and you have missing a people of call center. You can back up that.

Wow, that's a lot. And I really appreciate you being candid. As we end, I want you to just like get pretty candid with me. What's the Number one piece of advice that you might have for someone who might be in the audience that knows that autonomous scheduling is what they need for their business, but they might fear the change.

Okay, this is start small, think bigger because we want to do agent force that as you say, cancel meeting change. Also answer to all your question with FAQ for all of Line of Business 24 7. And if we do it in one shot, all in it will be problem because you don't have the chance to control it because it's too much bigger in point of view of it and point of view of the business. They fear about the machine. So you need to do step by step. We told them only one business, only one line of business, only two hours in the day, only 10 leads. We analyze what happened yesterday. And I said 20 leads and I say all the day. Okay, it's good. Saturday, Friday, let's open. It's good. Let's open the FAQ step by step. So when they see the control and it's okay and the concept is not crashed, you know, because if the customers didn't answer to the AI, maybe you see the WhatsApp and ignore the. It's okay because you still have a lead and the next day the call center will coming back to him. So nothing lose because they're really afraid that the lead gonna lose. And because you step by step, 10, 20, we have now something like 30 leads that answer by day. They can see that they control it, they understand it and that's it's really good for change management and change work.

Thanks so much for getting so candid and sharing your experience. Please give a round of applause for Shahar sharing.

Thank you very much. Thank you.

Thank you so much.

Shah.

All right, you saw a lot today. The scheduling agent, agent for scheduling supervisor Vue and appointment assistant. These are really going to be a game changer for your customer experience. If you have questions, please visit us on the campground. Reach out to me after this. I'd love to answer any questions. And with that, thank you so much for being here. Have a great rest of your dream course.