The Salesforce Spring ‘22 Release Notes are here, and we’ve identified the top three field service enhancements that can help ensure your business stays productive and active, not bogged down with broken resources and IT delays. These enhancements dramatically increase customer and resource uptime, and as we know more downtime is less money-making time.
1. Simplified Appointment Scheduling and Resource Preferences
Bundle Service Appointments to Simplify Scheduling and improve the customer experience
Ever plan your day based on where you are supposed to be? Now you can plan your team’s days based on their skill sets and locations. This feature allows you to bundle appointments together at nearby or same-site locations, then assign a mobile worker to perform the bundled appointments at once. Bundles can be created manually or by an automated process, giving you control and flexibility over the bundle’s complexity.
Define Resource Preference Based on Location and Assets
Some jobs require niche skills that only a handful of team members can perform. With the ability to assign preferred workers to service appointments, there’s greater efficiency and flexibility to assign resources based on location, asset, or account.
2. Efficient Shift Management
Easy-to-Find Color-Coded Shifts
Not all shifts are equal – especially when it comes to the type of work being performed during that shift. Color coding is a great way to differentiate these shifts based on the type of work or resources needed. Now you can assign background colors to represent different shift types for easier viewing. Shift managers can also add background colors to shift templates so that they can create color-coded shifts in a snap. Background colors appear in the shift calendar and the dispatcher console Gantt.
Quickly and Easily Find Shift Candidates
Have gaps in your shift schedule and need to find particular types of workers to fill those shifts quickly? New updates to the Get Candidates section allows shift managers to more easily find and assign a service resource. Shift managers can create a balanced shift schedule by using rules that take into account factors like preferred working hours.
Save Time with Mass Shift Updates
Whether shifts change due to seasonality, or major organizational changes occurs, it is important for shift managers to make substantial changes in one action instead of the monotonous task of updating each employee’s shift schedule. Shift managers can now update shifts in bulk by creating a background task that assigns agents, updates shift statuses, or both on a batch of shifts.
3. Better Employee Experience: A More Secure and Balanced Mobile Workforce
Limit Nonstandard Shifts and Boost Team's Work-Life Balance
It is understood that some tasks are more tedious or labor intensive than others. To avoid employee burnout, it is important that the more laborious tasks be dispersed evenly. To make sharing the workload a bit easier, shift managers can see at a glance which shifts are inconvenient or undesirable by marking shifts as nonstandard using a red icon. Shift managers can also create scheduling rules and constraints that limit how many nonstandard shifts are assigned to service resources, helping shift managers schedule equitably and improve their team’s well-being.
Create Recurring Absences for Service Resources
Shift managers often struggle with finding the best way to track recurring absences in the workforce. Whether planned time off or an unplanned life event, it is important to manage schedules quickly and easily. Shift managers can save time by scheduling a set of routine absences for your mobile worker, such as a meeting or recurring medical appointment. Create absences that recur on a daily, weekly, or monthly schedule.
Tighten Service Resources’ Security by Hiding Their Location
Having the ability to decide who can see where a mobile worker is at any given moment during a shift is a game changer, not just for the company, but the mobile worker as well. Fine-tune privacy protection by controlling who can see the whereabouts of mobile workers, and assign permissions to hide live positions and actual routes from the dispatcher console and resource maps.
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Jamie Lanz is a Global Go-To-Market Manager for the Wipro Salesforce Practice with over 7 years of experience working in the manufacturing industry with a strong focus on dealer networks. Along with over 12 years of experience working in sales and marketing roles, Jamie has served as a Senior Salesforce Administrator, implementing enterprise solutions and change management across several different business lines.