Service & Field Service

Revolutionise field service capability

Rapid – Effective – OnDemand Solutions

Field Service in Manufacturing

Salesforce Field Service helps manufacturers by giving scheduling and productivity tools to let them do more with less. 

If you want to resolve cases faster, help customers find answers themselves or improve first-visit resolution and onsite job management contact us for a dedicated interactive demo.

Field Service
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Service and Field Service from Aviya

Improve your customer experience by providing a better agent experience. Give agents an easy-to-use, unified view of every customer interaction across your business, along with powerful productivity tools. Help managers optimise their support teams with prebuilt performance dashboards and apps with AI-powered insights. 

Lightning Service Console

Put productivity tools like macros, keyboard shortcuts, and ready-to-use templates at your agents fingertips along with a 360-degree view of every customer.

Case Management

Resolve cases faster by combining streamlined processes with easy access to the full details, context, and history of every case and customer interaction. 

Knowledge Base

Drive quick case resolution and maximise agent productivity with recommended articles and optimised article search. 

Service Process and Automation

Customise and automate any service or approval process with drag-and-drop simplicity using Lightning Flow.

Omni-Channel Routing

Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.

Service Analytics

Make your team and business smarter with prebuilt dashboards and apps and AI-powered insights and predictions.

Call Centre Mangement and CTI Integration

Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console.

Automation with Macros

Free up your support agents by automating common, repetitive, multistep tasks to resolve customer issues more efficiently.

Asset and Order Management

Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.

Create work orders from any case - fast.

Create and manage work orders for field service operations and instantly view Knowledge articles and track SLA compliance with Milestones. Work orders are integrated with Accounts, Contacts, Assets, Cases, Entitlements, and other objects so you can pull in data across Salesforce.

Harness the power of Einstein AI

With Einstein Vision, mobile employees can use image recognition to immediately identify assets and parts in images. Ensure the right product part is fixed or replaced to eliminate confusion and additional trips back to the office. Based on an image’s classification, you can automatically prescribe the right set up steps for technicians, so they can provide faster, smarter service.

Optimize schedules and intelligently assign jobs

Instantly book truth-based service appointments from the Service Console or a Customer Community. And with intelligent scheduling, jobs are automatically assigned to the right resource based on time, skills, location, and any business rules to increase employee productivity. To ensure the right parts are available for the job, we’ve added smart scheduling and tracking of crews, equipment, and trucks.

Manage jobs from any mobile device

The Field Service mobile app* brings the full power of on-site job management to your mobile workforce. Improve first-visit resolution by arming mobile employees with this best-in-class mobile solution that delivers job schedules, Einstein AI, visibility into van stock and inventory, knowledge articles, and real-time collaboration while they’re on the go, regardless of cell phone connectivity. This mobile app can be tailored to provide your mobile workforce with exactly what it needs.