Salesforce has announced some new Internet of Things (IoT) capabilities for its Service Cloud console to enable companies to automate requests for sending out customer service representatives. Launched today, Salesforce IoT Insights for Field Service Lightning lets companies use connected devices to troubleshoot problems with machinery before they get on site. Salesforce said it is easy to add customize new capabilities on Lightning through drag-and-drop functionality.
With the insights gathered beforehand from IoT, data workers in the field will know which tools they'll need to bring to a job. In addition, IoT data will let dispatchers for an organization such as a utility company remotely diagnosis a problem happening at the edge. Then they'll be able to send the right technician to address the situation. Salesforce lets companies combine this IoT data with data from a customer relationship management (CRM) platform like Sales Cloud Lightning Professional to personalize customer experience. Read more