Salesforce has released Agentforce for Field Service, a specialized edition of its digital labor platform.
The offering comprises AI agents that augment the jobs of dispatchers and technicians.
In doing so, the agents aim to take cumbersome tasks off their plates, including scheduling, reporting, and paperwork.
As a result, field service personnel may spend more time troubleshooting, running repairs, and building customer relationships.
Sharing more, Taksina Eammano, EVP & GM of Field Service at Salesforce, said: “Agentforce for Field Service redefines how work gets done in critical industries like manufacturing, telecommunications, utilities, and consumer home services.
This is a massive leap in AI innovation that tackles the inefficiencies that plague field workers today, solving the pain of back-and-forth scheduling while giving field reps the power to make context-aware decisions and handle real-world nuances more effectively.
“[Agentforce for Field Service] is just the beginning of a labor revolution where digital and skilled workers together will enable better, faster service, increased customer satisfaction, and accelerated growth across the field service sector,” he concluded.
When announcing the platform, Salesforce also cited original research indicating that skilled technicians and tradespeople “waste” almost a day per week doing admin.
Its study also found that experienced employees are leaving field service roles quicker than those coming in, making staffing tricky.
With Agentforce for Field Service, Salesforce hopes to overcome both issues while bolstering its industry clouds for manufacturing, energy & utilities, and communications organizations.
The AI Agents Available in Agentforce for Field Service
Agentforce for Field Service targets many organizations, from communications service providers (CSPs) and hardware companies to home repair businesses and roadside assistance providers.
The offering contains pre-built topics and agents for these companies to build their own agents.
Yet, each organization will likely benefit from the following five examples of preconfigured AI agents that Salesforce is unleashing across the platform.
An AI Agent for Scheduling Appointments (Generally Available in May 2025)
To start, Agentforce for Field Service provides a customer-facing agent that helps manage scheduling.
First, the agent interacts with the customer to infer the job type, create a work order, and arrange a service appointment.
From there, it scouts possible dispatchers on their location, skills, and availability, alongside any constraints communicated by the customer.
After, the agent recommends time slots, adds the booking to the technician’s schedule, and finalizes the appointment, with the need for human assistance.
An AI Agent for Boosting Technician Utilization (Generally Available Now)
Alongside the previous Agentforce agent, this agent aims to improve field agent scheduling.
How? By auto-filling gaps in the field service worker’s diary caused by cancellations, no-shows, and early job completions.
Before, many Salesforce customers would have had an employee re-run the Salesforce Field Service optimization engine to resolve such schedule gaps.
Yet, the agent goes further by consulting key data points – including job duration, traffic data, and available parts – business rules, and service levels to recommend a new, best-fit service appointment.
By making these dynamic changes, the agent aims to boost the field worker experiences, business outcomes, and service more customers, faster.
A “Pre-Work Brief playback” Agent (Generally Available Now)
This AI agent aims to inspire technicians to work on the go. It does so by generating a summary of the case for them to listen to as they travel to the customer’s location.
Technicians with iPhones may access that summary via Siri, which retrieves the summary from the Field Service mobile app.
Additionally, Siri may also share more data from the app, which the business has given it access to, so it surfaces relevant information on command.
Lastly, via their phone’s native voice agent, field workers may ask Agentforce to draft post-work summaries and schedule follow-up appointments on their behalf.
An AI Agent for Troubleshooting Issues Onsite (Generally Available in June 2025)
Even the most experienced technicians can often struggle to diagnose an issue, spending hours searching product manuals, consulting colleagues, and assessing similar case notes.
To save them time, this agent can take natural language prompts and analyze images to scour those manuals, similar repairs, customer communications, and sensor data to suggest possible fixes.
In doing so, it aims to guide the technician through the repair, engage in back-and-forth conversation, and adapt its advice based on new context.
As a result, Salesforce hopes to help customers boost their first-time fix rates.
An AI Agent for Automating Post-Appointment Tasks (Generally Available Now)
After each appointment, this agent drafts a post-work summary report, ingesting data gathered by the technician during their visit.
By submitting natural language prompts, the dispatcher can tweak the summary and add information, with the agent making changes based on those recommendations.
More News on Agentforce
As enterprises get their hands on Agentforce, many realize the need to normalize and unify data on Salesforce Data Cloud to achieve full ROI.
After all, this is what grounds Agentforce’s responses, ensuring accuracy.
Moreover, the Atlas Reasoning Engine uses this data to mimic or “surpass” human thinking to convert that into actions.
Agentforce for Field Service is no different, nor is Agentforce 2dx, the latest iteration of Salesforce’s hallmark digital labor platform.
2dx provides developers with new low-/no-code tools to deploy AI agents across the enterprise and “replace rigid logic with dynamic reasoning”.
Just before the launch of 2dx, Salesforce confirmed that it has accumulated over 5,000 Agentforce customers, as its CEO Marc Benioff stated his aim to make “every company an Agentforce company”.
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