Salesforce's Agentforce runs in the Field Service mobile app used by Fisher & Paykel's field technicians. Before a job, it summarises the day's schedule and creates a pre-work brief with the likely fault and recommended spare parts.
On site, technicians ask Agentforce for step-by-step diagnostic guidance on a specific appliance. It can also find the exact part number in manuals and parts diagrams, so technicians don't need to leave the work order or call the Technical Advisory Centre for routine questions.
Agentforce searches CRM data in Data 360, Salesforce Knowledge and manuals stored in Amazon S3, including more than 100 million CRM records. The customer story reports more first-time fixes, lower operating costs and fewer repeat visits, but gives no figures for these results.
Source: salesforce.com