Salesforce Tool Helps Field Service Agents Better Serve Customers

Today’s topics include Salesforce enhancing Field Service Lightning with IoT Insights, and Qualcomm rolling out its platform for 5G devices.

Salesforce has enhanced its Field Service Lightning offering with IoT Insights to give field service agents more predictive and proactive information on equipment and products in need of customer service.

The new Salesforce IoT Insights offering, released on Dec. 5, helps field service agents better serve customers by leveraging internet of things data to get better information as to when products in use need servicing or replacement.

It also overlays IoT data with CRM data so both the customer service agent at a company’s main office and the mobile worker in the field see a complete record of the customer’s service history to deliver more personalized service.

Rather than the traditional scenario where companies have to wait for data to reach people who can do something with it, they can use the system’s orchestration capabilities combined with IoT signals to automatically trigger the creation of cases and work orders.

At its Snapdragon Technology Summit last week, Qualcomm officials unveiled the 7-nanometer Snapdragon 855, a mobile platform for smartphones that they say will be able to support the expected rollouts of 5G-capable mobile devices, services and networks next year.

Bolstering the announcement at the event was the presence of officials with Verizon and AT&T, both of whom said their companies were on pace with their 5G networking plans.

“As operators launch 5G networks in early 2019, consumers will for the first time be able to take advantage of transformative 5G consumer experiences on mobile devices with Snapdragon 855,” said Alex Katouzian, senior vice president and general manager of mobile at Qualcomm.