Service Cloud: Field Service Lightning – Release Readiness LIVE, Summer '16 | Salesforce

Hi and thanks for tuning in to Salesforce's release readiness live for summer 16 I'm Mike Torres and it's great to be back discussing the service cloud's latest features and developments. Now, as a final point before I hand things over to the product team, we'll probably be touching on some of our product roadmap items today. So to properly set our expectations for that, let's review Salesforce's forward looking statement slide. If you're not familiar with this slide, you it urges Salesforce customers to make purchasing decisions based only on currently available functionality.

Mike, if you remember last time when we were doing the spring release readiness, we spoke about work orders and how it was a very foundational object for field service. Guess what? Two months later we launched a whole new product for field service. We're calling it Field Service Lightning. So today I'd like to talk a little bit about that and then go into our summer capabilities. Let me just go back to presentation. So now field service is not a new concept. It's been around for quite some time. In fact, early last year we surveyed a couple of companies and found that most of them, almost 54% of them were doing some kind of manual methodologies for field service, essentially pen and paper and the rest that did have some kind of automation where using archaic legacy on prem systems that was siloed and disconnected and it was just driving down employee productivity and raising costs. So we built Field Service Lightning on the Salesforce platform to give this connected experience to our customers. So anybody in your organization, the sales rep, the service agent, the dispatchers, the technicians are all on one platform and are able to share the capabilities that are now available. They're able to access relevant information, thereby giving them the 360 degree view that's essential for them to perform their job better. Field Service Lightning also has an intelligent scheduler that matches the requirements of the job, the skills, the location and the availability of the customer with matching parameters on the technician side, their skills, their location, their availability to come up with an optimal schedule. Thereby we are always providing the right technician for the right job at the right time. Also, field service is incomplete without a mobile component. Mobile mobility is essential for success. So right now we'll use the Salesforce S1 app to keep and empower the technicians to go do a better job. And you'll see me talk about the roadmap where we're working on a dedicated native field service mobile app. Now we'll see a lot of this in the demo, but I would like to highlight two new capabilities that are new in summer. One is SLAs for work orders. This is very similar to cases that all our customers are used to. So let's say take an example where let's say you're an organization, a field service organization that offers a 24 hour guarantee, I.e. anytime a work order is logged within 24 hours, you'd have somebody out there to resolve this issue. Now you can model this as milestones in entitlement process and associate that entitlement to a work order, thereby giving everybody in your organization, your service managers, your dispatchers and even your call center agents a view into how much, how best you're tracking the SLAs. And they can then take corrective actions if they're failing those SLAs. The next big capability that's coming in summer is around knowledge, knowledge for work orders. So again, just like cases, you're able to create knowledge articles and associate them to work orders. This comes very handy when you have technicians out in the field fixing an asset and they now have a very easy way to look up articles, either videos, tech bulletins, just guides on that particular asset. Instead of having to go to the Internet and search for those, they now have this handy in their mobile app. They can look up and self train. Also have the slide on the dispatch console. But this is part of the product we launched and we'll talk more about this in the demo, which is very soon. But before I jump into the demo, I'd also like to talk about the roadmap again. Under Safe harbor we have very, very aggressive roadmap for the next year. I talked about the offline capable mobile app which is coming soon. We're also going to target adding the ability to model teams and crews so that you're not just sending one person to the customer site, you're sending a crew potentially. You can also schedule and model your trucks or cranes and other equipments that you want to model as a crew. We're also going to target having the ability to model parts and inventory and track van stock. So we're not going to assign somebody that has low inventory in this van. So this is a great use case for first time fixed rate, which is a very common metric that the industry tracks. So you don't want somebody going in and not finishing the job because they didn't have a part. So we'll make sure that we send the right person with the right parts to the job. We're also going to target preventative maintenance. So for instance, when you sell a product, you're also going to sell service contracts. We want to take that and model that out as work orders out in the future so that you can have all your primitive maintenance pre scheduled and kind of hit those milestone targets, if you may, for that kind of maintenance. Also, we realize that field services is very different for every industry and every company has its own process for a work order. So you want to have the ability to model those processes in the system and drive some standardization within the organization. Thereby you're kind of making sure everybody is working out of the same process. But every company, every organization is going to be different. So let's see this in action. For the demo today, I'm going to be playing the role of three different Personas. One of the tech support agent who will be using the service console, another of the dispatcher who will be using the dispatch console, and the third, a field technician who will be using the S1 mobile app to make progress on the job. And for the demo, the scenario, we have a company that specializes in AV repair and they have a customer who has a really huge LED panel, the kinds that you see in sporting stadiums. And one of the panels there has a blackout and it's not a good and they have a sporting event coming up and they want it fixed. This is an IoT device, it's a connected device. So it's recognizes that there is an issue and automatically generates a case with Salesforce. And that's where the technician now comes in, or rather the tech support agent comes in. So I'm going to be the tech support agent now. I log into Salesforce and make myself available and online on Omni. And as soon as I make myself available, the case about the LED panel blackout pops up. So I accept the case and I'm taken straight into the case details page. This is where the power of the Salesforce platform starts to show in the screen. On screen I'm able to very clearly see what the account is, what their entitlement is, what is the asset that is in question and what needs to be done with it. Now, as an agent, I try my best to resolve this case, but realize that I need to send a tech out to determine the problem and fix it. For that I create a work order. I'm going to switch layouts and in order to speed up this demo, I'm going to run a macro that is going to create this work order for us. Now that the work order is created, let me drill down into the work order Here again, the 360 degree view of data continues and in this screen I can very clearly see again what the account is, what the asset in question is, what kind of entitlement is associated. And this is something new in summer and we'll talk about it in just a little bit. Also I can see what the asset that needs some kind of repair or replacement is. Now to the right we have two new components and these are the two new capabilities in summer. At the bottom we have the knowledge widget. Like I mentioned, you're now able to very quickly look up knowledge articles. Here's the knowledge articles related to LED blackout are already pre filled and pre searched but you can change this term and look for other things and you're now very easily able to associate knowledge article, attach it to the work order. Let me switch views and we should be able to see that in the feed layout as well. Now what I've just done is by associating this knowledge article with the work order, I'm empowering the field technician to use this article in the field. When he's using the mobile app, he doesn't have to go out to the Internet and look for this particular article. Now the second new feature is around SLAs that's modeled through milestones and this is the widget you see in the top right corner. Like I mentioned before, this is very similar to cases and in this case this AV org has a 24 hour guarantee to its customers. So anytime a work order is created within 24 hours the guarantee is that a tick will be sent dispatched and work will be completed. So I've modeled this as milestones in an entitlement process that has this 24 hour countdown and associated that entitlement. This is what you see here to the right to this work order. So now everybody in my org be the service manager, be it the technician or even myself as the tech support agent can very clearly see what's happening if action required actions are taken on the work order and if any remedial action needs to be taken, any one of us can do that. Now with the let's say I have the customer on the phone with me and I want to be able to offer them Windows time slots for an appointment where the technician can come and do the job. Again remember as a tech support agent I do not have any knowledge about the technicians in the organization nor their skills or availability or their locations for that matter. This is where the power of the scheduling engine comes in. As a tech support agent with the customer on the call phone with Me, I'm very easily able to offer them appointment windows. And I do that through this appointment booking widget. Let me set the right parameters and I hit get appointments. So the scheduling engine goes and churns through all the data available and comes up with some options for me that now I'm able to offer the customer. In this case, I'm going to choose the 1 to 3 slot, which works very well for the customer. Just select that and an appointment is now booked. I can go back to the feed view and also see that an appointment for this particular work order is already created. Now, with this, my job as a tech support agent is complete and I'm going to switch hats and become the dispatcher. For the dispatcher, I switch to the dispatch console. Now, as mentioned before, the dispatch console is my command center. I can get a lot of things done just through this one page. To his right you have this nice Gantt chart which shows all the technicians that I manage and also shows all the work orders that have been created and color coded based on the status. Green indicates that it has been done. Complete gold indicates that the tech is on site and is making progress. Blue indicates that it has been dispatched, but the tech is still not on site. So for instance, this is the work order that we just created. And this is in a slightly yellow orange color, indicating that it has been assigned but not yet dispatched to the technician. Remember, only when a work order is dispatched does the technician know that he has to do work on it. Let me also show you a little few other things. You can right click on this and look at the map which shows you the location of this particular job. This truck indicates the job. It also shows where the technicians are in this vicinity. So all of these green humanoid figures are technicians. So this gives me more control over scheduling and I can manually override anything and make some determinations here. I'm not going to make any changes. Now let me go back to the Gantt. Now towards the left, you have a number of different filter options. I can click on Match Gantt and it will show me only the work orders that are on the Gantt. I can now change and show all services so I get a bigger view, bigger list of all services that I want to work with. I can change the dates here. I can also change the locations or the territories that I manage, so I get a much more broader view. Now let me go ahead and dispatch this job to the technician so that now I can move to the next stage of the demo. All right, so this job has Been dispatch. Now I'm going to switch hats and become the field technician. Now for that I bring up my simulator. I'm already logged in as a technician and I can see a list of all the jobs that I have to perform today. Let me also look up the number. It's 4212 for this particular work order. You can see that it's already available on my mobile app right now. And this is the S1 mobile app. I can click on this and drill down and get some more details. Once again, this 360 degree view that the platform enables continues to the mobile app as well. As a technician now I know what the account is, what type of work I'm doing, when I should be there, at what stage this work order is in. I also have access to chatter feed so I can chatter back with the dispatcher and or anybody else out in the field, anybody in the team. So this is a great collaboration tool. Switching to related list. I get all information about the asset and the kind of things that I need to be knowing about this particular job. Now let's say I'm at the job site and I can go ahead and change status to notice what happens back here in the gantt almost in near real time. And I say near real time because it's the communication lag, the color changes to gold, golden brown, indicating to the back office personnel that I'm on site and making progress in the job. You do no longer have to pick up the phone, call them and see if they are on site. Now back to the mobile app. I've found what the issue is and I've also fixed it. So I go back and change status to complete it. I get the option to also get a signature from my customers. So I get their signature. I'm done with this job and I'm now going to go ahead and work on my next job. Notice what happened in the dispatch console. This particular work order changed to green indicating that I this is a job well done. Now with that you've seen an end to end demo of a complete break fix scenario. I'd like to pause here and see if we had any questions.

So we have people that are inspired by this and is this something that they can that they haven't purchased it yet? They're very interested in it. Is this something that they can go out and apply to a dev org or how do they get their hands on this to play around with it?

So you'd have to. They would have to get in touch with their account executive who can then work with them to understand their requirements and then set them up with the necessary accounts.