Unleash Human Expertise in the AI Era | Field Service Keynote, Dreamforce 2026

Wow.

Hi, everyone. Now, I know it's Thursday after Gwen Stefani and Usher, so some of you may not have got enough sleep. We have designed this keynote with that in mind. So it's going to be fun. It's going to be fast and energetic. So let's have— let's get into it. But first, I want to say thank you. So these pictures, they're ride-alongs from how our team was out in the field with you all. We're riding shotgun in the trucks. We're watching you solve complex, problems on site, just like MacGyver. And thank you for opening your doors to us, giving us feedback, and also trusting us with the high-stakes part of your business, your field service operations. Now, when you look around, the world is changing. And in fact, there's— we're building out AI data centers, we're modernizing power grids, We're creating so many more machines out there at scale. The urbanization of our communities is completely changing, and this is an unprecedented time where we are creating more and more infrastructure in the world. And with more infrastructure out there, we have a completely different world. There's all these different machines, they don't plug themselves in, you know, the power grids, they don't maintain themselves. You see automated kiosks and also those medical device machines and also security systems. They live in the physical world, and that physical world has all of these different types of physical assets. And physical assets, they need to be installed, they need to be monitored, maintained, upkept. The grass doesn't even keep itself cut, right? And so All of this requires more field service, but we're at a moment where our humans out in the field, we have a labor shortage and an aging workforce, and it's becoming more scarce, right? And in this moment of scarcity, what's valuable? The value that we place is on human presence, human judgment, and real-world expertise. That institutional knowledge is currently walking out the door. So how do we think about how we create more and more capacity for our organization and field service operations? We'll see if we can go there. Create more capacity out in the field so that we— but without sacrificing anything around our trust, our security, and our customer experience and our safety for our people. That's why we've built an entire complete platform for field operations. And we engineered this from the ground up, right, from bringing together our customer experience, our revenue centricity, and our operational excellence all on one platform. And here, this is where agents across every single pillar are helping us unlock that human expertise so they can do what they do best, being out there with your customers. That's from customer experience to the work and resource management to getting the right person out at that right moment and helping them complete that job well. Now, we heard you. This year, we're also elevating all of our investments that we've been doing around assets to become a core pillar of our product line. And with that, all of it is infused to help enable our humans to leverage AI to perform the work that they need. The real scorecard is around usage, right? And I'm very proud of how much we're delivering for you. The numbers show you how much we power your business today. Billions, 2 billion work orders created, 8 billion assets managed on the platform, 75 million appointments get created every single month. And right now in this moment, AI is powering a pre-work brief. We're hitting Half a million pre-work briefs generated through AI to help those technicians know what to do when they're out in the field very quickly. And that is growing exponentially. So for you all, today is all about creating a playbook, a playbook of how you unlock that human expertise out in the field. So you capture every opportunity, you capitalize on every resource, and you coach that team member out in the field. We're also going to show you how you accelerate your implementations. With that, please give a warm welcome to our Chief Customer Officer, Paul Whitlam.

Thank you, Taksina, and good morning, everybody. Did you all enjoy the concert last night? Excellent. Well, with a room full of apparently very avid Usher fans, I'm sure you'll all remember very fondly his 2019 R&B hit when he sang with Ella Mai, just don't waste my time. And while I can't guarantee it, I don't think he was talking about the appointment booking process at that point in time, but he could have been because it can be a very time-consuming process. And one of the reasons why it's a time-consuming process is it's quite tricky to automate it. The reason for that is that there are millions and millions of different ways that customers can express their intent to book an appointment. And there's a lot of nuance in there as well that organizations have to, have to deal with. This makes it very difficult to automate because it's difficult for traditional chatbots, but it's really what Agentforce was made for. So we've got a huge opportunity with Scheduling Agent. Scheduling Agent, as Taksina mentioned, has got the possibility of handling these 75 million new appointments, let alone rebooks, in a month that we do every month with you, our customers. And if we were able to identify all of those interactions, be able to take— make the agent do all the back and forth about agreeing on the particular time, then we could save 6 billion minutes in a month. That's 11,000 years of time in a month that we could give back to you, our customers, and you can give back to your customers as well. Which is just an astonishing statistic. And we're going from strength to strength here. So Scheduling Agent 2.0 is now on the scene, and Scheduling Agent 2.0 brings more channels, more scenarios, and more determinism. And we're going to talk a little bit more about that over the next few minutes, because on the face of it, a good scheduling and a good booking appointment system It looks very simple. There's a very easy interface, just looks like a search box, and you type in there and you get responses. But underneath the hood, there's a lot of sophisticated computer science and a lot of things going on that underpins this intuitive user experience. So what is it about our scheduling agent that makes it just a remarkable way to save you time and to save your customers time? One of the things is that scheduling agent has context, so it understands customer history, personalization. It understands asset service history, details about that asset, warranties, the hierarchy of it, all the things that Tax called out as asset being a key component of our platform. And so by being able to bring that through a consistent set of conversations, that's a huge asset. Secondly, Scheduling Agent has determinism, which is a word you've heard this week more than any, any week you've ever heard in your life. Determinism, of course, is the control that businesses need to make sure that you understand and can put your business rules in place for your customers. So for example, if you want to offer premium appointment slots for people who hold warranties then you can use our system to be able to make sure that that room is— that rule is enforced as these appointment booking options are presented to customers. Thirdly, Scheduling Agent has the number one scheduling engine under the hood. So we've had this market-leading capability that's 25 years in the making, and it's an extraordinary way for not only offer slots that suit your customers' requirements But really importantly, they also meet the requirements and the imperatives of your business. So if you're trying to optimize for SLA compliance or customer satisfaction or even the profit margin on jobs that you're trying to arrange, then scheduling agent can bring all of that intelligence into this interaction accordingly. And then finally here, scheduling agent has every channel. So through portals, through SMS, through iMessage, through voice— no other system has got all of these different mechanisms to be able to meet the customer where they are on the channel of their choice. And this works not just for customers, it works for your employees as well. It works for dispatchers, it works for technicians. Scheduling Agent can also reach out proactively to your customers. It's built for every scenario. Now, you'll notice in that channel section I mentioned voice, and we're particularly excited about what the combination of schedule agent and voice can do for customer service and field service management. So we're going to take a demo and see how that changes the game. And while I walk down here, please give a round of applause for Jordan, who's helping us out on the demo here. So we're going to look at this in the context of an HVAC service appointment.

Hi, I'm a field service AI agent. I can help you schedule, reschedule, or cancel your appointments. I can also help you find information about your appointments. I may make mistakes, so be sure to check my work. How can I help?

One of the chillers is broken in the building and I need somebody to come out and fix it as soon as possible.

Sorry to hear your chiller is out, Paul. I can certainly help with getting that fixed. I see 2 chillers on site. The York YCAS air-cooled chiller unit 2 had a service flag recently. Is that the one?

I think that's the one and that Mike came out to fix it last time, so if you could send him back, that would be great.

Actually, Mike worked on your compressor last visit, not this chiller. But since you've been a valued customer for 15 years, I am escalating this to get a qualified technician out there. Do you have a preferred date and time, or would you like the earliest available appointment?

So before I answer that question, I'm just going to step outside the demo and just underline what happened there, because The scheduling agent didn't just go ahead and start arranging an appointment in line with my requirements, 'cause I was trying to solve, I said it should be Mike, it should be this, but that wasn't the right answer. And the reason is scheduling agent has all that intelligence, all that context, it's got the asset service history, and so it can make the right decision and make the right appointment with the right skills to fix it first time. So now we'll go back into the demo. 8:00 AM tomorrow. 8 AM tomorrow, please.

Got it. I want to flag that the York YCAS air-cooled chiller unit 2 is technically out of manufacturer warranty. However, because you are a white glove customer, I have automatically waived the diagnostic fee as a one-time courtesy and applied a 10% discount.

That's great, thank you. Let's book it.

You're welcome. Unfortunately, we don't have any available technicians at 8 AM tomorrow, but I can get someone out to you tomorrow at 3 PM. Would this work?

That works, thank you.

Great, I've booked you for 3 PM tomorrow with a qualified technician, so it will get fixed right the first time. Please make sure the loading bay is cleared for his truck. He will call you when he arrives. Would you prefer your confirmation sent by email or text to the number ending in 3255?

Email will be great, thank you.

Done. Please note that if any additional parts are needed, you will be billed on-site. Can I help you with anything else?

No, that's all good, thank you.

Thank you for choosing our service. Have a great day.

So there was quite a lot going on there. I think the really big takeaway is all of the logic and all of the history. It was super personalized. It knew who I was. It knew that there's a requirement to clean the— clear the loading dock from previous visits there. It understood the warranty coverage that I have. And this is a huge factor out there as well, you know, in understanding that when you're setting up an appointment, you can avoid revenue leakage and you can maximize the revenue that you're getting from your service appointments by having that upfront appreciation. So we're very excited about autonomous scheduling. Agent Voice is just one of the ways that we're adding capacity. So now for something a little different, we're gonna bring up one of our customers, 'cause nothing makes this stuff come alive than talking to the people who are using it. So please welcome to the stage the CEO of Senske, Nate Hurst.

Hi, everyone.

Thank you, Nick. Much appreciate you joining us.

Absolutely.

So, tell the people about Senske to start off with.

So, we're a lawn and pest control company. We're located in 17 different states and all of Canada. We have over 1,000 service techs now on Salesforce. So, for us, volume is the name of the game. We have to schedule upwards of 10,000 stops a day. The reason for that is our average stop duration is only about 15 minutes. Scheduling matters for us. Seconds and minutes matter.

Right.

So, when we were speaking yesterday, something that really strikes me is it's a very sophisticated and complex scheduling operation you've got on there. So, could you tell us a little bit more about that and how it changed from before and after Salesforce?

Absolutely. Prior to Salesforce, we were trying to schedule our 10,000 stops per day almost completely manually using frontline routers. These frontline routers would have to weave their way through a complicated web of Service tech skills, equipment, application materials that are regulated by the Department of Agriculture, and licensing regimes that change in every city and municipality around the nation. So to get through that, they would have to select by hand the stops that we wanted to route for the day, and then they'd plot that on a map, lasso what they wanted them to do, and then optimize those to put them in order. Well, that optimization also many times wouldn't consider geographic issues like lakes, bridges, mountains. So we would end up with stops that couldn't even be completed for the day. Underneath that regime, we would struggle to get 20 stops per day scheduled per technician, right? You think about that, we've got to get to 10,000+ stops per day scheduled every single day to hit our targets. So it's a lot of work, and it's very hard for the human brain to comp— to manage through all of those complications, right? So now underneath Salesforce, Most of that is optimized, right? I can look now and see weeks out where I used to only see 1 to 2 days and see our entire schedule being optimized. It is now managing those optimizations and weaving through that complex org. So we're seeing an improvement not from 20 to 25 in terms of stops per day, but we have routes that are going out with 45 to 55 stops. Yeah, that's just amazing. So significant improvement. We've been working recently with the team from Signature Success and the engineering team at Salesforce in a direct partnership, we've been able to take that to the next level. So, in the last 3 months, we've seen our stops per day increase by 25%. We've seen our revenue produced as a follow-on to that increase by 33%. And then this week, we actually broke our single-day stops per day target and stops per day record. So, it's been fantastic. We've really started to take it to the next level.

So, Dreamforce high. It's good timing there, Nathan.

Right, exactly. I feel like you guys planned that.

Yeah, maybe. So clearly the efficiency gains have been massive, and those are some amazing statistics, but I also understand that your technicians in the field, they're also generating new opportunities while they're out there with their phone. So talking a little bit about that and how that's changed the day-to-day of the technician.

Yeah, absolutely. So first thing you have to understand about our service techs is they're service techs, not salespeople. And they're service techs for a reason, right? So speaking with a customer can be very daunting, and so instead of having our service techs sell, we want to get that lead back to our, Back to our sales team. To do that, historically, our service techs would actually write that stuff down by hand or log it into a pretty remedial system. That was completely manual then to get passed back to the sales team, and oftentimes our leads would get lost. It would take us weeks to follow up with the customer, and we would lose what should be some of our hottest information, because our service tech is our trusted advisor. No one knows our customer's property better than the service tech. Now, our system in Salesforce is completely automated. Meaning that a service tech logs into their handheld device, whatever they view as the problem areas of the lawn. They can actually attach pictures, which is extremely valuable when we can show a customer a picture of the problem area in their own lawn. That's then passed back automatically to the sales team. And so now instead of measuring our speed to lead in days, in weeks, we're measuring it in single-digit minutes.

Yeah, extraordinary. So you're also a relatively early adopter on the agentic AI side of things. Can you talk a bit about the business benefits you've seen from putting that technology in the hands of technicians and dispatchers?

Yeah, absolutely. We've seen huge help and huge uplift in the hands of our dispatchers.

Yeah.

Right?

So for us, one of our goals has always been how many actual services can we do per stop, right? So our average duration is 15 minutes, but if I can eliminate drive time between services by being able to do multiple services in a single stop, we increase our efficiency tremendously. So historically, navigating through the weave of what materials are allowed to be applied at the same time, Right? What skills do our service techs actually maintain? What licenses do they maintain? That's been very challenging. So we've tried to goal to have 2 services per stop as our average. What we're seeing now in our routes, we're getting 4 and 5 services per stop at times.

Amazing.

Right? And the human brain can't think through all of those permutations, but the system absolutely can.

Yeah.

Tremendous. And then finally, I'd love to chat all day, but we can't. Any tips that you'd like to give to some people who are sort of feeling out the agentic AI side of things?

Yeah, absolutely. For frontline staff, I would say AI always sounds scary and unknown, right? And challenging and complicated. And so for us, what we did is we picked a very simple, clear, easy, and simple metric, and we've developed our entire move around that singular, clear, easy, simple metric. And that allowed us to actually have the change management and have our frontline staff buy in because now something that felt complicated is super simple. Our metric in our case was, can we reduce our stop duration by 2 minutes? That's it, 2 minutes. If we can do that, we would achieve all of our goals. And that made that goal easily understandable for every employee within our organization.

Amazing. Well, thank you, Nate. Really appreciate your partnership, and thanks for joining us today.

Absolutely.

Thank you, everybody.

Thank you.

So that will bring us to a close the first chapter in our trilogy.

To hand on the baton, I will ask to join me on stage, please welcome our Senior Vice President of Product Management, Christopher Battles.

Thanks, Paul. Excited to be here today. You know, every day hundreds of thousands of dispatchers and technicians rely on Field Service to run and operate the world around us. And we are inspired every day by those folks to how we can improve our product and make it better. And that's why we've released over 50 capabilities over the last 2 years, um, alone to help you guys work smarter, faster, and to capitalize on every resource. Uh, you guys have asked and we've answered. Now, I'm here to talk to you about some amazing capabilities, and we're gonna do this in a bit of a whirlwind. that are going to help with one of the most challenging problems in field service, which is managing the schedule. Because as Gwen Stefani says, this stuff is bananas. All right? So we're going to start on our scheduling console. With our scheduling console, it now bends to you. With our flexible layouts, you can now have your resources, your Gantt, your map all side by side when you need them to give you that complete view of your operations. And I know my dispatchers out there who like to work with 2 or 3 monitors, we've got you. You can have your map, you can have your Gantt all on different screens, and you can drag and drop across, turning your operation into a true command center. Now, we've also made it easier to go ahead and find and act on information. With global search, You can go ahead and type in natural language, and it will find appointments across any standard or custom field in your organization. And you can see them on the list, and you can go and find them up on the Gantt. We've also helped you find information quickly with contextual popovers. You go onto a resource, you go onto appointment, you find the key details that you need, the actions that you have to take, right at your fingertips where you're at. But if you need to drill in and get that additional information, now with this new contextual side panel, you can get the detailed information right next to the schedule that's tailored to you and your business, again, so you can find and act quickly. The— but we all know that scheduling isn't as simple as one technician, one job. You have dependent jobs, you have multiple resources, stuff can get really complicated really fast. And that's why we've launched something called Highlight Chain for those dependent jobs. You can just click into an appointment and you can now quickly find a visual of all the dependent jobs in that chain, and you can find them down in the list. And the beauty of this is when you can see that complex chain, you can now manage that complex chain a lot more easily. Now, what we've also done with route visualization, you can select the resources. And you can pop them onto the map and you can now see those crisscrossing routes and those wasted miles before they impact your business. And we also know, you guys, stuff changes really fast. And so we've released bulk drag and drop where you can grab that chain of work and quickly slide it to a new resource in one simple motion. Okay, that's how we are making complex work simple. The next thing is optimization, right? Optimization is, yeah, you know, it's maybe been a black box, but not anymore. With our new AI-powered candidate search, we don't just give you that traditional list of the best resources. We now give you an understanding and a rationale of why each of those resources got that rating, truly giving you a glass box view. And when you run that optimization, We're now going to give you right next to it a summary of all of the things that changed, the key metrics, what appointments were added, what weren't, turning your optimization in an optimized schedule into a schedule you can trust and a schedule you can understand. Now, there are sometimes questions that you need answers to that aren't in a dashboard, right? They're not. You don't have to go create a special report. And that's where Coworker comes in. You can just ask it questions like, hey, what assets are having the most repairs this month? What parts are being used for those? And Agentforce understands your organization and can navigate around and produce a nice summary of that for you, highlighting the units that are doing and that there's this specific component that is driving a lot of that work. Again, no more hunting around, no trying to create a custom report. Just ask a question and be able to act. Now, another thing is I've just shown you a lot of stuff about managing the schedule that is today. What if we could help you get ahead of that schedule to think about what's going to be that demand coming tomorrow? That's where forecasting and planning comes in. We use your historical demand to project out an accurate view of what's coming next, day by day, hour by hour, skill by skill. And we can use shift management to turn that into the specific shifts that you need and optimize those down to the right resources with the right skills to do that, all based upon the specific rules, policies, and the constraints that your organization has. Now, you know, again, stuff changes. Demand may spike, someone may call in sick. That's where Shift Agent comes into play. You can just ask Shift Agent, hey, who are gonna be the people that are best suited to cover that shift? It understands the context of that shift, what work is going to be done, and can help you find the right resource to cover it. So that helps you plan intelligently and adapt instantly. So I've just shown you what is the next generation of the back office of field service. A console that gives you control, AI that helps you work smarter and faster, and workforce planning that helps you get ahead of that demand. Your teams have asked and we've answered, and we're just getting started. So to hear about a customer who truly knows how to capitalize on their resources, I'm gonna invite Taksina back up and we're gonna have a nice customer interview.

All right.

Um, and with that, I would really love to welcome up from DirecTV, um, Baldeep and Ryan Booth. So please give him a warm welcome. I love these interviews when you have both the business and IT here so you can give it to us real, which is great.

I have to get my mic.

Okay, yes. Do we need to turn that on? Just make sure. Okay, great. So DirecTV needs no introduction. Obviously media is taking a huge transformation. Right now, Ryan, share a little bit about how you're thinking about how you're evolving the business.

Yeah, it's no secret that pay TV industry has gone through a massive amount of changes. You know, really started about 10 years ago. You have escalating costs from the consumers cutting the cord, things to that nature. At the same time, you've got a streaming product coming in and then your content providers are kind of going direct to the consumer. And when that happens, you know, It just really revolutionized the way people take content in, in America. So as DirecTV, we had to come up with some type of way that, you know, we could stay relevant, and streaming is the way that we decided to go. But at the same time, that kind of hurt our field organization because we, you know, as volumes go down in our sales organization and kind of move away from the satellite industry, it was really hard for us to be productive. So what we decided is Hey, we're gonna go out and find some third-party companies that we can do installs for and still keep our guys productive as we kind of move forward with the streaming process.

Yeah, that's always an evolution of thinking about your capacity differently as well. And so Baldeep, like, you have been a customer of ours for a while, but also this transformation that you're going through as a business, what did you embark on? What did you do through the implementations?

Yeah, this is a great challenge for us. You know, the field operations team came to us and said, hey, enable us, give us a platform that we can use to drive this business strategy, right? We want to fill our field volumes with work from other customers, from other companies. And we took this opportunity to look at it strategically. We're on the old Lightning org. You'll remember 18 months ago, we embarked on this journey to upgrade. We migrated that into our central 3T pulled the technician capabilities into the same org as our CRM, right? So full access to the customer record.

That was so important, right? Bringing it all into one place.

Exactly, yeah. Part of our strategy to empower the technician. And also, you know, it gave us the opportunity to upgrade to ESNO, Enhanced Scheduling and Optimization, hopefully unlocking some of the product roadmap that we've all been talking about here for the past couple, couple of days. And so it's been, you know, You know, it had its challenges, right? We had some complexity, to put it mildly, but we overcame it, I think, with your help and from our implementation partners. And the results have been pretty solid, right? We're seeing on ES&O our average slots and appointment booking times on a daily basis are under 1 second, which is a great improvement for us. And also, I mean, along the way we've been installing for ViaSat, a high-speed, internet provider, that additional volume has driven up technician utilization by 8%. So a good challenge, definitely worth it.

And that was a lot of the partnership between teams, right? You're sitting there together and like, you know, and this is actually your environment that you, you know, we're showing. So thank you for that. Those results, they really sort of share a little bit more about like how bringing the technology together and the adaptability as you transformed your business strategy, right? And that, I think, is part of it as we are starting to look at the field. Like, new products get introduced really quickly. You enter a new market. Like, how do you design for that? And that was a little bit of this experience. What is happening next, Baldeep? Like, what are you excited, and Ryan, like, excited about the future as you sort of move forward here?

Yeah, well, you know, like Baldeep mentioned, we do have— we have third-party companies that we're working We're super excited about what we're going to do in the future there. But we're also working with your team on some of the AI capabilities that you guys have that we maybe we can just plug in and go use. Words to form, you know, that's going to help our technician in the home, you know, instead of having to go type a lot of stuff in, he'll be able to just kind of talk to an app and get stuff done, which really makes it more efficient for him. We also just now kind of test driving the new scheduling console and kind of getting used to it. So far, great, great feedback, especially the dual monitor, 3 monitor stuff like that. Our people are really excited about that.

Yeah, that's cool.

I really like it.

Lastly, we're working with your team to build an AI agent that'll kind of go out and do mass reschedules for us, right? We get weather events where maybe it's a hurricane or a tornado or something like that, and it's extremely hard. We got to call hundreds and hundreds of customers to get that done and still provide a great customer experience.

Yeah.

I'm interested to see what's on the horizon, right? We've heard a lot about headless. I like to call it bring your own head. And when you think about capacity planners or dispatchers, right, the idea that they'll be able to build their own agents, automate some of their own work, it's really exciting. I know it's not on the slides yet, but we've heard a lot about it. And I know that's where Salesforce is headed.

Completely. And so watch this space because we're going to share a little bit about it. But what I love about that is you're making change. Your workforce is changing. You're iterating fast. You need that speed. speed, and you have the tools in technology to iterate and respond fast. And this partnership— and I have had a front seat watching the two of you and the team, like, build and have governance around this structure together with your consulting partner— like, I think that that has been part of the magic of, like, side by side, you know, the business structure, you're transforming your business processes, and at the same time, the technology is also following along and It's been a great collaboration. Thank you. Please give them a warm, warm hand of applause.

Round of applause.

Thank you.

Awesome.

Thank you. And you heard from Ryan. It is about that technician. You heard from Nate. It's about the technician, the mobile worker in the field. Let's go look at how we help them complete work faster. I'd like to welcome up our Head of Marketing, Sophia Lei-Drumitrova.

Thanks, Maxine. All right, so your mobile workers are your most important asset because they're the face of your brand, right? And you do so much to make sure that they are the best they can be. But these workers, they're asking for more because they're still spending a lot of their time on paperwork. And searching for information and dealing with missing parts. They need technology that's built for wherever the work happens, and it needs to keep them safe and focused whether they're 500 feet up in the air or deep underground. And it needs to surface the right parts and information and procedures at their fingertips and help them earn customer trust with every visit, which is why I'm super excited to announce 2 new innovations with you all today, starting with guided experience. So, we have reimagined our mobile app so that it's really based around how work actually gets done in the field by decoupling the interface from the data model. And it's deterministic, so safety, compliance, and service steps are not left to chance. They're built right into the work. And your mobile workers, they're not going to be alone anymore. They now have a new teammate in their pocket. Meet Felix, your field ops agent. Now, Felix can answer questions, can surface important context, and helps you get the job done faster. So, let's go ahead and dive into a demo. Shout out to my demo driver, Matt. Thank you. So today, I am servicing a vacation rental property, and it might sound simple, but there's a lot that goes into it. So in 1 hour, I have to inspect, I have to clean, I have to repair, and just make sure that this place is ready for the next guest. And before I even step inside, Felix has already got me covered, right? Because I have this pre-work brief, and I can see just what I need to do. So, Felix, Job details, past customer feedback. I even get a heads up that the last tenant was here for a concert. They might have actually been out there with you all last night at Gwen and Usher. So this turnover might get a little bananas too. Now, so I want to dig into this drainage issue a little bit more. So I just asked Felix. He knows what's up. He's got all the contacts and all the information, so he's going to give it to me. Just within a few seconds, right? I don't have to go hunt for this information. Now, I'm ready to get started on this job, and so you can see here is our new guided experience UI. It's clean, it's intuitive, it keeps me focused on the 3 steps that I need to take. And while this is a simplified job here, guided experience can actually work for much more complex and multi-step processes as well. So, let's go ahead and tap into that first inspection step, and look, you see right away, I have all the information I need at my fingertips. I know exactly what I need to do. So, let's go ahead with a tap, and another tap at the inspection form, I'm taken straight to the form. Now, this is built on data capture, and for all my existing customers out there, If you have workers going out collecting information and you're not on data capture yet, you are missing out. Go enable this feature next week. So, during the inspection, I discovered that there was some damage to the AC unit, so I can go ahead and tap yes here, and you see a new field has been revealed, so I can mark the exact equipment that was damaged. This is going to be important in a second. Right? This is my favorite part of guided experience. Check this out. As I swipe next to the next step, a new step has dynamically been inserted into my workflow, right? This wasn't part of the original plan, this troubleshooting step right here. Now, the job changed, so the experience changed with it. That's the power of guided experience. Again, I have all the information I need at my fingertips. I have the manual, I have all the troubleshooting steps, and I know what filter size I need to look for. So, no hunting, no guessing, no second visit. Get that all completed, I'm done with my troubleshooting, I'm guided right to my next step. And here, I want to take a moment to highlight that this isn't just a glorified checklist, right? This is a way to enforce a process and ensure that mandatory steps are taken in the right order. Very critical for our organizations where compliance and safety are non-negotiable. All right, so I've completed all my steps. Let's go ahead and wrap this job up, 'cause I'm ready to get outta here and get to my next spot. So I'm gonna go ahead and confirm that the property is ready, it's secured, and with another tap, I can go ahead and sign off on this job. Boom, all done. So what you just saw was how guided experience gives every job structure, even when things change in real time. And Felix gives every single one of your workers a veteran teammate in their pocket. And together, they can handle— help your front lines handle anything that comes in front of them. All right, so I know you all have heard a lot of innovation over the last 3 days, but there's still one last thing we want to show you. because it's something that you've been asking for. We know implementation can be hard, and so we're excited to show you how we're going to help you accelerate that implementation and get started faster. To do that, I'm going to bring somebody up here who's been focused exactly on this. So, come on up here, one of my favorite product managers, Kara Carrere.

All right.

Welcome, everyone. I'm sure you all are checking into You're excited about the week, maybe a little bit nervous on where to get started and how to get started. That's why I'm excited to talk you through our headless setup skills that we built for you. We have 13 setup skills that will help you whether you just joined our Field Service family or you've been here for over a decade. We have skills to create operating hours, service territories, service resources, and skills to create your own On the mobile side, we have skills to create data capture forms and pre-work brief. Now, you can leverage these skills in Cloudforce, in Vibes, in Builder Central, and inside of Slack. All right, as Tack said, we love going out on site and doing ride-alongs. And when we did that, we noticed that forms are out in the wild for field service. There is a form for everything. for everything. That's why we created data capture. But we took it a step further because creating data capture forms isn't a simple, easy process. That's why I want to tap into our headless setup skill for creating a data capture form. All right, so Matt is going to go into Slack. We'll show you how this works. We are inside of Slack, and he wants to set up forms for the California territory. Now, watch as he has a conversation with Slack. Hi, Slack.

Slackbot.

Slackbot is going to guide him, and he's going to say, hey, take a picture or even a PDF. He could even have a conversation. He doesn't even need to show an image, but he's going to take a picture of an actual form that he has on site here.

All right.

So, watch as the Slackbot has a conversation with Matt. He's able to build this flow inside of his Field Service, and With Flow, it could be extremely complex. What's happening here is it's going to build a flow. It could create objects. It could create fields. But this is a pretty simple form. It's just an inspection form, nothing crazy. And look at the results that we get back. Everything looks pretty good here. Now, one thing to know is, like I said, we want to put this just in the California territory. So, we're just going to make a small little tweak. We're going to say, Just do this for the pilot for inspection work orders in California. And as you can see, the Slack bot is going to use our skill and load that up into a sandbox. So, Matt, this looks amazing. Let's go ahead and test this out inside of our Field Service app. So, I'm going to come down here and use the power of voice-to-form to fill out an inspection. All right, I just got done finishing my inspection on the property, and the guests made it an absolute mess. That's okay though, I was able to turn things around. It's still in good condition, but there's a couple things that I, I feel like we need to do. There was Standing water in the primary shower bathroom, so maintenance is going to have to go out and fix it. And I think the shower head, it was dripping water, so we should have them fix that. Oh, also what I noticed is there were 2 televisions and I can't find the remotes for any of those, so we should have maintenance fix that as well. Like I said, everything is good, but it's still— the property is not ready for guests. We need to send the maintenance crew out.

All right.

Now, what I said wasn't perfect. I used filler words. I didn't fill out that form perfectly. But as you can see, that was just my natural language. It's able to take the— the LLM is able to take what I said and parse it into the information, into the correct fields. And just like that, you all, we took a PDF or a paper form, and we have it up and running inside of our Field Service mobile app in literally minutes. Minutes. That's the power of our headless skills. Thank you. All right. Now, I know we've talked a lot about voice-to-form in the past year, but there's one last thing that I want to show you. Domi, can you come up here, and can you fill out the form for us?

Acabo de terminar la inspección del apartamento y, Dios mío, esta gente sí que siguió la fiesta aquí en el apartamento. Hay tequila en todo lado. Las condiciones del apartamento están OK, pero definitivamente no está lista para los huéspedes. También en la ducha hay agua estancada y la regadera no para de gotear. En cuanto a la limpieza del apartamento, está aceptable, pero definitivamente tenemos que venir a limpiarlo. Tuve que usar solo cuatro bolsas de basura y no estás lista para los huéspedes todavía.

All right, would you look at that? Thank you, Domi. We have voice to form in six different languages: English, Spanish, German, French, Japanese, and Italian.

Ciao.

Back to you, Taks.

Having so much fun, and I am so proud of the innovation that we have been doing and the team has been creating for you all. You just saw this playbook of how we're unlocking human expertise out in the field. But before we go anywhere, I do want you to check under your seats. Let's see. Hopefully some of you got a little surprise. We have any winners? Yes, stand up. Thank you.

All right.

So please bring those of you got tickets. Congratulations. All right.

Wow.

I wasn't expecting that.

Okay.

Come and see us afterwards for the tickets for the pair of AI Awesome. AI glasses from Meta. Thank you. This party isn't stopping here. This innovation that you see, it's in the campground. The team is ready to show you the roadmap session and other sessions available on Salesforce+. Thank you so much for spending your morning with us. You can see how excited we are for all the innovation that's available out in the field. Thank you. Enjoy the rest of Dreamforce, everyone.

Woo!