Salesforce has launched a Agentforce for Field Service.
Agentforce is a new AI-powered platform designed to support frontline teams by automating scheduling and routine service tasks.
The announcement comes as field service organizations face mounting pressure from rising demand, administrative overhead, and an aging workforce.
Salesforce have said that Agentforce is built to work seamlessly within existing systems, enabling technicians and dispatchers to handle scheduling, reporting, and troubleshooting with support from AI agents.
Technicians can also access job information on the go, using natural language voice commands and mobile integrations.
Taksina Eammano, EVP & GM of Field Service, Salesforce, explains Agentforce in more detail: “Agentforce for Field Service redefines how work gets done in critical industries like manufacturing, telecommunications, utilities, and consumer home services.
Powered by data and intelligence, 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.
This 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.”
The new offering aims to address one of the sector’s biggest pain points: inefficient scheduling. According to Salesforce, field teams currently lose nearly a full day each week to administrative work.
Agentforce helps by dynamically filling schedule gaps, guiding technicians through complex repairs, and drafting post-job summaries – allowing teams to complete more jobs with fewer delays.
Underpinned by Salesforce’s Data Cloud and its new Atlas Reasoning Engine, Agentforce uses structured and unstructured data to deliver accurate, context-aware responses and actions.
It’s also built with scalability in mind, working across industries such as manufacturing, energy, and communications.
Salesforce’s move reflects a broader trend in enterprise tech: embedding practical AI tools directly into everyday workflows, not just as assistants, but as active participants in task execution.
AJ Bagwell, Chief Technology Office, Axis Water Technologies, describes the impact Agentforce has had on: “Agentforce has given us the ability to open up more job opportunities to people who normally would not have qualified.
Using Agentforce, we are able to take these new hires and reduce their training time from two months to about three weeks. Additionally, we’re reducing truck rolls by 20% and helping our technicians get out the door and start work 35 minutes faster each day by being more prepared and having the right parts.
This transformative technology is enabling us to take on larger customers and we plan to expand our business by 2.5x within the next five years.”
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 10th Apr 2025
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