Discover innovative Agentforce features to help your teams deliver exceptional field service.
- Create Field Service Scheduling Agents in the New Agentforce Builder
The new Agentforce Builder now supports Field Service Scheduling agents, so you can build agents to assist your customers. The agents you build appear in the agent list views in the Agentforce Studio app and Agentforce Agents Setup pages. Regardless of where you launch them, these agents always open in the new builder to ensure a consistent experience. - Expand Autonomous Scheduling to Prospect Customers
Allow prospects to book appointments without needing an existing account, transforming Agentforce into a powerful lead generation tool. Previously, only authenticated customers could access the scheduling agent. - Extend the Reach of the Customer-Initiated Scheduling Agent to Agentforce Voice
Connect the agent to Agentforce Voice, engaging customers directly over the phone. Agentforce Voice is designed to understand the customer’s intent from spoken input and take action to resolve customer queries. - Extend the Reach of the Scheduling Agent to Email
Connect the Scheduling agent to Email-to-Case, engaging customers directly via email. - Extend the Reach of the Scheduling Agent for Customer Outreach to WhatsApp
Connect the Field Service Scheduling agent to Enhanced WhatsApp to engage customers on their preferred app. Outreach conversations are now supported on all messaging channels available to Agentforce Service Agents, except for standard and enhanced Facebook Messenger. - Let Workers Manage Appointments with Agentforce Employee Agent
Empower your workers to schedule and reschedule appointments with Agentforce Employee Agent. For example, this capability enables your mobile workers to schedule an appointment for a customer or make last-minute schedule changes directly from the Field Service mobile app, reducing overhead and increasing productivity. - Create a Dispatching Agent in the New Agentforce Builder
The new Agentforce Builder now supports Field Service Dispatching agents, so you can create an agent to give dispatchers an immediate overview of today’s critical service appointments. Dispatchers see which appointments require immediate attention directly from the Agentforce panel. Dispatchers can also ask Agentforce to create appointment list filters based on summary categories or other search criteria. - Customize Pre-Work Briefs with Greater Flexibility and Speed
Tailor your pre-work briefs to include specific data from objects like Case Comments or Work Types without writing custom Apex code. New configuration options simplify your setup, allowing you to deploy relevant job context to your mobile workers faster by reducing the need for complex custom logic. Automatic change detection also updates the pre-work briefs only when data changes, maintaining high system performance while keeping information accurate. - Resolve Issues Faster with Interactive Pre-Work Briefs
Empower mobile workers to ask follow-up questions, clarify job details, and request specific documentation directly through an interactive Pre-Work Brief widget. Powered by Agentforce, users get grounded responses based on work order history, troubleshooting guides, and asset data without manually re-entering the context. Mobile workers stay in their flow of work while accessing relevant procedures or documents, customer site compliance, and historical case data through simple text.