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Salesforce Winter ’21 Release Highlights

What Field Service Users Want to Know

With the release of Winter ’21 comes a long list of exciting features to improve organizations in across all industries, but we’re, naturally, focusing on the field service industry.  With COVID-19 greatly affecting companies throughout the world, the service industry has been a pivotal component for companies to continue to move forward.  Salesforce has recognized the need for enhancements to help meet the problems companies are facing throughout this strenuous time. 

Read on for some of our favorite updates!

Note: Field Service Lightning (FSL) will be rebranded as Salesforce Field Service (SFS) with this release. 

Record Product Warranties

Throughout our years working with organizations in the field service industry, we have seen the importance and impact that a successful warranty system can have within a company. Salesforce is taking a big step into improving their current warranty capability. 

Here’s what’s new:

Technicians and mobile workers will have a larger hand within the warranty practice.  Mobile workers are gaining the access to view all warranty details, as well as creating claims on the job, ultimately speeding up the claims process. Additionally, as Assets are installed and created for a customer, mobile workers will able to create and attach warranties to the asset upon installment or repair. 

Why it’s awesome:

Customers who purchase a warranty are doing so in the trust that it will protect their asset in both a timely and cost-efficient manner.  When a claim is processed quickly, the customer is seeing the value of their dollar and will be more likely to renew the warranty contract in the future.

Why Bolt?

Bolt Data has implemented successful warranty engines for many our customers.  Through this time, we’ve seen how an effective warranty process can help the service industry become a profit area for a business.  When customers are seeing the return value of a warranty through the repairs, they are more likely to continue to retain the warranty contracts, increasing sales and profitability. 

Maintenance with Advanced Recurrence

Routine maintenance is a common occurrence in the field industry world.  Customers expect their products to be in working condition as much as possible. One way to achieve this goal is through routine maintenance scheduling.   The ability to perform appropriate maintenance on assets will be improved with Winter ’21.

Here’s what’s New: 

Multiple maintenance schedules can be set up and configured to interact with each other within the same asset. With this set up, a work order will be auto generated, and the technician will know exactly what to do when arriving on site. 

Why it’s awesome: 

Let’s say an asset has a semi-annual and an annual maintenance contract. This means there will be a time once a year where two maintenance work orders will be scheduled around the same time.  Asset Up-time would be disrupted twice now within a short time frame to accommodate for both maintenance service appointments. With Winter ‘21 setup, the system will recognize both maintenance work orders and ask the technician to complete the tasks during the same service appointment. 

Why Bolt?

Much like with maintenance contracts, a large portion of Bolt’s clients regularly implement recurring work order creation to handle routine maintenance contracts.  It is important to maximize the effectiveness of the time that technicians are at a customer’s site, and to minimize the number of trips a tech has to conduct.  Bolt understands the dynamics of creating a dispatch system to have the most efficient time usage for each technician. 

Target Work Priorities Using Service Appointments

Companies can have a large number of customers, which is a great thing! But this also means that there is an even larger number of assets or products to maintain and repair. When combining the amount of service appointments needed with the amount of technicians available, many companies get in trouble deciding who, when, and where a tech should be dispatched!  With this enhancement, dispatchers will now receive more help in scheduling the finite technicians to the important calls first, and the lower priority calls later.

Here’s what’s new: 

Custom formulas can now be used to help prioritize which service appointments are the most important.  These formula fields can interact directly with the optimizer to ensure that the high priority items are getting service first.  

Why it’s awesome:

Let’s imagine a technician’s calendar.  It will be full of high priority, medium priority, and low priority appointments.  But, there are times where service appointments exist that are critical and do not appear on any tech’s calendar; this is the problem.  By creating the applicable formula field (say based on due date), the optimizer ensure that the appointment is on a calendar over a less pressing matter.  If needed, it will even bump the lower priority appointment to a later date.

Why Bolt?

Since working in the realm of field service for the last 7 years, with some members even longer, this has been a common demand and requirement since optimizations have existed.  Before, there was no real way to do so and Bolt would implement our own solutions to help solve it.  With the help of these engines and updates, we’re positive we can do so faster and more accurately. 

Amp up Sales Cloud with Voice

Service doesn’t just include those who go out and fix assets, perform routine maintenance, or handle installations; it also includes those at the beginning of the service appointment – the call center agents.  Winter ’21 provides Voice; an intelligent native telephony system. 

Why it’s awesome:

Voice will provide real-time call transcripts and tie into the digital channels that your agents already use. From these transcripts, Salesforce has now built in a Einstein Next Best Action component to work with the Actions and Recommendations component to help agents with a variety of call change events. 

Why Bolt?

Simply put: Bolt knows service.  We have worked heavily on the dispatch side of the service world for years and have come to learn the array of issues that can lead to a Service Appointment being required.  We are excited to continue to help clients make the connection between the case management all the way through the completion of the service appointment. 

Einstein Recommendation Builder

In the last few years, Analytics and Automatic AI have been an ever improving force in the technology world. Salesforce is taking these ideas and improving their own with every new release.  Winter ’21 comes with a recommendation builder.  While the builder works for all objects and builds, it is also especially functional within the realm of Field Service. 

Why it’s awesome:

This feature can be used to connect different objects to each other, and then provide recommendations on specific criteria. In other words, Assets and products can be tied together to help assist technicians with the correct tools and consumables to get a job done. When technicians arrive with the necessary items to get the job done the first time, their time is now free to move to the next appointment with a happy customer behind them. 

Salesforce’s organizational impact leaves no department untouched, and the amount of information can be overwhelming at times. We hope the updates we’ve distilled here today help paint a clearer picture of what to expect, but if you’re curious about diving deeper into any (or all) of the above and exploring their impact on your organization, we’re happy to help. Bolt has a great track record of helping the service side of companies: 25% increase in service revenue, 23% technician productivity increase and 22% workforce utilization increase, for example. We understand that first time fix rate is a major KPI that can help drive a more efficient service program.  With this latest Salesforce update, doing so has become even easier. 

Related reads:

Salesforce Summer ’20 Release

Answering Your Questions About Service Cloud Voice

Answering Your Questions About Service Cloud Voice

Thanks again to everyone who was able to join us last week for Cut the Cord, our Service Cloud Voice (SCV) panel discussion. Service Cloud Voice is the contact center product from Salesforce, with fully integrated telephony powered by Amazon Connect (and a host of AWS tools). If you missed the session, you can check out the recording here.

We had many great questions come in after the webinar and thought it would helpful to recap the answers here as a resource for you. Let us know in the comments or shoot us an email (hello@bolt-data.com) if you have a question too!

What’s different about Service Cloud Voice?

Service Cloud Voice brings the communication channel everyone wants – phone calls – into the Salesforce cloud, where it enhances the customer 360 view in a powerful way. Now the agent can see a true and complete picture of their customer, showing all customer actions and information, including their equipment on site, techs who have visited, products they bought, account history and more! All of that information in one place and available for your contact center teams is a game changer. Nothing else is fully integrated like Service Cloud Voice. In addition, this product will benefit from the resources and improvements that Salesforce and AWS will provide, which makes it quite the future-proof solution. 

What is the value of real-time transcription?

For agents, it helps reduce the burden of documenting the call and helps focus their attention on the customer.

For the customer, they won’t have to repeat information, like order numbers or spelling, because the agent can scroll back to the beginning of the conversation to grab that info to copy and paste.

For supervisors, multiple calls can be monitored. From a quality assurance perspective, if you are a very customer-centric company, you can flag certain undesired words, and if, for example, an agent says “I can’t” that call could easily be coached in real-time.

Just remember, everything from the second the customer dials your contact center to when they hang up is not only recorded, but also transcribed. And with the Amazon Connect customization options, if there are SLAs that needs to be met, those can easily be accommodated too.

How does licensing and pricing work? 

For licensing, Service Cloud Voice is essentially two parts. The first is an add-on platform license and the second is a choice of one of three platform minute bundles. Included in those platform minute bundles are supporting AWS services (like LEX Voice IVR, Call Recording, Call Transcription, Call Audio storage, and Lambda integration) as well. Since this is a fully integrated and equipped product, things like call recording are standard OOTB.

We always recommend to get final licensing info directly from your Salesforce AE, especially because they have a calculator tool that can help factor in your inbound minutes (including toll free), outbound minutes and number of agents, to help choose the platform minutes bundle that is right for you.

What about my numbers?

Yes, you can port your existing number, and yes, you can get new DIDs and Toll Frees if you want as well (provided by Amazon Connect). Amazon calls it “claiming DIDs” and you can have a new number in virtually seconds. Billing for DID and TF minutes pulls from the platform minute bundle in Service Cloud Voice, and all billing comes from Salesforce (although telephony will show separately). 

How can I dip my toe in without taking a risk on a new product?

We recommend choosing a small group of agents, or one team out of your center, to start with and once comfortable, go live with other groups across your organization. This is a very flexible and scalable product, so you can quickly and easily add or remove capacity. We have known of several retail customers that add capacity during the holiday season for example.

If you’re a telco expert, Salesforce guru, or AWS ninja, we’d love to hear what YOU think about this product! Comment or send feedback to hello@bolt-data.com, we are always looking for that one question we haven’t thought about yet!

Additional Resources

Your Guide to Cutting the Cord with Service Cloud Voice

Old School vs. New School: Phone Feature Comparison

How to Add Cloud-Based Phone Service to Salesforce

8 Steps to Hiring the Right Consultant

Determining that you need a consultant tends to be an “a-ha!” moment. When you’re faced with a problem that you simply don’t have the resources to solve, it’s something new you’re diving into or you want an external unbiased opinion, a consultant seems like the logical answer. The problem then becomes, “Who do we hire?” There are a sea of independent consultants, agencies and firms whose specialty is helping set you and your business on the right path, but how do you weed through and choose the right consultant for your unique predicament? Let’s explore the eight steps you should follow to hire the right consultant.

The first matter of business is to distinguish between hiring an external consultant or choosing someone from within your firm/business. The following are valuable guidelines to follow if you are seeking to hire a consultant to support your firm during a business transformation. 

1)    Review their portfolio/resume

The most integral step is to evaluate the consultant’s resume. Whether it’s an individual or a firm, it is imperative to research their repertoire. What projects have they worked on? Have they worked on projects in the field that your business is in? Do they specialize in consulting in your field or are they open to working in various fields? Having expertise in various fields gives them leverage, and the ability to transfer over solutions from one industry to another. On the other hand, if they have focused on one industry, it can mean extensive expertise as well as a love and understanding for the space you’re in. Another item to consider is whether they can offer a portfolio of work to you. It’s great to see a list of companies they’ve worked with and project overviews on paper, but case studies can help you do an in-depth analysis of their methods and project management style.

2)    Set a clear goal for the project 

As a client, delineate specifically what it is that you need. What do you need the consulting team to support you on? Are you looking to undergo a complete transformation of your business? If so, look for firms that specialize or have expertise in projects that require full implementation. If you know what you want and are not in the market for various proposals from a consultant, hire a firm whose expertise is in the product you have already set your sights on. For example, if your company is investing in a new method for online shopping and you are set on implementing Shopify (or maybe a different tool), hire a consultant who has handled multiple proven Shopify implementations. It sounds pretty simple, but you’d be surprised how many organizations fall victim to consultants who name off their platform experience and can’t deliver.

3)    Evaluate your consultant’s skills

There are thousands of consulting businesses. You can narrow them down by evaluating their skillset. If you are trying to expand your business into a new business market, ask yourself if this consultant has worked extensively in this field. What experience do they have that shows they know this market (and your product) well enough to help you position it clearly in front of a new audience? If you’re looking to launch a new product, evaluate the marketing and launch campaigns the candidate has worked on. Finding a consultant with experience in crafting go-to-market strategies and persona development is crucial in this case. Overall, their skill profile should match your goals. 

4)    Vet your consultant

It seems that these days anyone and everyone can list themselves as a consultant, but who has the consultant or firm you’re considering worked for or with? Take the time to reach out to previous clients, do the dirty work and gather information about projects they have led. If you can’t find a proper portfolio of work, that’s an easy strike one. If their listed experience and projects seem vague? That’s a second strike. If the previous clients you’re speaking to are unable to give clear and defined results from the work the consultant performed? Strike three.

5)    Room for development

You don’t want to hire a consultant that will create “copies” of previous work. You want them to use their previous experiences to innovate and develop the leading technologies that can compete with – and surpass – those currently on the market. You want a consultant that will make decisions to help your company become a leader in your space. In your vetting process, you should be able to see over time that their strategies include new and evolving processes and methodologies. You should also evaluate if what they propose for you is a solution you feel can evolve or if in five years, it might be necessary to go through this process again, which can be costly and time consuming.

6)    Ensure they do their research

A simple way to determine if a prospective consultant is invested and interested in working with you is to evaluate how much they know about your business. Pay close attention to their approach during the proposal phase. Are they conducting research into your business practices? Gathering information about your past projects, successes and failures? Their proactivity will result in your business being able to hit the ground running once the official project kickoff takes place.

7)    The total package 

Does the consulting firm you’re considering have a well-rounded team? It’s not only technical skills that you’re implementing. These solutions have an impact on marketing, project management, operations, IT, finance, sales and more. It’s essential to work with a consultant who can help you create a holistic business and anticipate how these transformative solutions will impact your business as a whole. You want to make sure they can provide recommendations on how to keep your entire business functioning at the same level and understand the why and how it may change the future for all departments.

8)    They are the company that they keep

Which types of businesses are they representing? Think about it this way – let’s say you’re in the airline industry. Do you want a consultant who has represented businesses like Delta and Virgin Air or the consultant who represents Frontier and RyanAir? Neither is right or wrong, but those businesses have very different goals, and therefore their consultants will use very different strategies. Having alignment around the industry is great, but finding a consultant who has worked within your market size and with companies of similar ranges of revenue is also important to consider. If your consultant has only worked with small startups, they may be innovative, but it can be difficult for them to scale their solutions and methods to fit a 10,000 FTE large enterprise. You want to ensure that their solutions can be crafted to fit your business needs specifically and most importantly, your budget.

Old School vs. New School: Phone Feature Comparison on Salesforce Service Cloud

Will Salesforce take the cake in this head-to-head duel?

Do you have a dinosaur of a phone system and want to replace it, but don’t want to lose any features? Never fear! Today we’re examining how the features of Salesforce Service Cloud stack up to (and surpass) traditional methods. We’re providing an apples-to-apples comparison so you can make the best decision for your business.

Many IT companies see the need for a flexible and easy to use phone system that meets today’s technology needs, so they set out in search of a cloud-based phone system, only to be afraid to make the switch because of cost, voice quality or a non-friendly user interface. While all of those could be viable phone system threats, Salesforce Service Cloud has already cleared those hurdles, which is why we’re moving on to take a look at the nitty gritty of old school PBX features versus the new school version offered in Service Cloud.

Here’s the breakdown:

FeatureOld SchoolNew School
Workforce ManagementUsually handled via a separate systemUse Omni-channel agent presence to see who’s logged in, out and for how long, along with a multitude of other reporting options
Customer SurveyAn option at the end of the call to leave feedbackCustom surveys can be linked to everything from customer calls or chats to field service work orders
Call RoutingIncoming call is placed in a queue and is then routed to a specific person or group of people based on pre-established rules and criteriaOmni-channel routing and custom queues make sure work is distributed fairly based on time and capacity
ReportingPulling call reporting from standalone phone system interfaces, then managing data to create reportingCustom reports and dashboards report in real time on every field and action in the database
Call Recording (QA, etc)Records the call for quality or training purposesCalls are recorded, but Service Cloud Voice offers a new feature where audio transcript of the call with real time analytics for sales and service are provided
Supervisor modeAllows supervisors to listen in to help or observe agentsSupervisor consoles support activity monitoring for both phone calls and chats, including whisper mode and chat preview
Other communication channels, email, text messaging, etcUsually handled via separate device, not integratedNative to Service Cloud, your customers can reach you via chat, email, SMS text and even social media

Something else to note is that the new features offered by Service Cloud provide you with abilities that old school phone systems just don’t do; things like agent chat and chatbots, which enable your customers to connect to you via a different channel besides phone calls, and also to communicate in different ways to get answers and help faster. Now that you can add social media to the mix, Service Cloud can also handle incoming messages from customers reaching out via social channels, which helps you watch the market, connect to those who need help and turn any interaction into a complete brand experience. 

Previously, Service Cloud didn’t include telephony, and relied on Open CTI and other options to be able to connect voice to telephone. All that is changing now, with the introduction of Service Cloud Voice this summer. It’s the first console (no separate system or stand alone screen pop) and also the first to offer live voice transcription using Einstein (Salesforce’s AI platform and tools) for guiding agent actions and providing unprecedented detail in reporting and analytics. One exciting note about this real-time voice transcription is that managers can monitor and support multiple calls as they happen, reading the text rather than listening live. This is a huge help while working remotely in order to support the agents, especially as it relates to whisper features. 

While we’re on the subject of telephone, it’s interesting to consider legacy features, too. For example, email has replaced fax for the most part, and texting replaces voicemail in many cases. This is something else to consider when weighing pros and cons of phone systems, because the features that are “must haves” today may not be a necessity in the ever-changing tech world of tomorrow, so it’s important to consider how “future-proof” a solution may be.

Something else to think about is portability of work location, meaning with a cloud platform all you need is the Internet to work, versus having to be signed in to a desktop in a specific location. With businesses taking on more responsibilities per role than ever before, where and how people work is now a deciding factor in choosing their work tools as well. This also applies to people working in different geographic areas, or businesses that need a reliable backup in case of a disaster recovery scenario.

With today’s customer taking on more work and with less time, they are looking for the same thing you are; reliable, complete and top of the line service, in every channel possible.  Voice will always be a staple for customer communication, and as the phone and voice features continue to evolve, it’s important to review current features and ways to communicate, in order to offer the best customer service possible to your clients.

Other Resources

How to Add Cloud-Based Phone Service to Salesforce

How to Add Cloud-Based Phone Service to Salesforce with Service Cloud Voice

Hint: There’s a Cloud-Based Phone System You Already Have (and Don’t Know About)

What phone provider should I pick? What phone system has the best reviews? What’s MPLS (Multiprotocol Label Switching) and UCaaS (Unified Communication as a Service)? After a quick Google search, you feel like diving into the world of telephone systems is having to learn Greek! Good news, because I’m here to point out an angle that will save you time and money, meet every “must-have” and position your business for both now and the future. We do this by taking a look at a system that’s most likely already in place within your business.

What system is this? It’s Salesforce, a top performer in the CRM category and used by many sales groups worldwide to track, maintain and grow their customer relationships. The Salesforce platform has been around since 1999 and has grown and added different components (called clouds) each year. With these additions, Salesforce not only provides a platform for sales and other teams, but now for customer service, help desk and field service groups as well. And because all of your teams would be working in one system, just with different options and functions, all the information about your customers and company is visible to everyone, empowering the best decisions across the board.

All of that sounds great, but what about my phone system? Maybe you just switched to a beautiful Avaya system, or maybe you have an old PBX in a phone closet, but either way, Salesforce and their partners have several different options so that you can keep your phone number, all while increasing functionality and moving to a newer and easier cloud-based phone system. 

We’ll begin with some basic tech specs around the Salesforce platform. This is not something you install on one computer and have to be at that computer to use; it’s entirely cloud-based, so all you need is the Internet to use it. It’s built on one of the most secure and trusted platforms in the world (so no worries on hackers) and there are tons of resources dedicated to constantly improving and adding to the platform. With three releases a year, you have the latest and greatest without having to buy upgrades or change systems.

Another item to note is that there are multiple ways to plug phone functionality into Salesforce. The first is the DIY approach, which can range from building custom code to using a pre-built integrator from your telephony provider.  This could mean that your phone provider has their own integrator, uses a third-party app or they know how to use Salesforce’s Open CTI (which stands for Computer Telephony Integration) type connection. The second option is a new product from Salesforce, Service Cloud Voice. This is a native voice component, powered by Amazon Connect, the call center platform created by and for Amazon, using AWS infrastructure. Service Cloud Voice is the new kid on the block, launching July 21st, 2020, with a roadmap that includes other types of possible voice connection options. Let’s dive in!

Option 1

Salesforce +  your phone provider + their chosen method of connecting voice to Salesforce

Of the methods mentioned above that your phone provider can use to connect to Salesforce, I’m going to discuss the most generally accepted open-source model. This is using Salesforce’s Open CTI adapter to connect and enable Salesforce to work with your desktop softphone (aka using your computer as a phone). This code sits on a server in the cloud and provides a bridge between your phone and Salesforce, allowing you to make calls from right within your Salesforce instance. You can take this a step further and use a softphone that’s already part of your telephone system or one that is compatible with your current phone system. With an Open CTI option, all voice set up, billing and support is typically done by your phone or Open CTI provider.

Pros: Open source, so build to connect to almost any system and leverage existing telephony provider

Cons: Most cases won’t be able to include native functions. For example, you may not be able to attach a call recording to a contact without a manual work around or building out some further automation.

Open CTI Architecture (Source: Salesforce)

Option 2

Salesforce + Service Cloud Voice (powered by Amazon Connect) 

Service Cloud Voice (find the org. pre-requisites and set up steps here) is the new add-on product for pre-built, out-of-the-box telephony within Salesforce.  It is the first product ever to provide voice services and call center phone system features natively inside Service Cloud, appearing on the agent console (no separate system or stand alone screen pop), but also to offer live voice transcription using Einstein (Salesforce’s AI platform and tools), for guiding agent actions and providing unprecedented detail in reporting and analytics. One exciting note about this real-time voice transcription, is that managers can monitor and support multiple calls as they happen – reading the text rather than listening live. This is a huge help while working remotely in order to support the agents, especially  as it relates to whisper features. 

Pros: With the combined technology powerhouses of Salesforce and Amazon, this product seems to have everything to fuel the contact center of the future, and the real-time voice transcription connecting to Einstein is reminiscent of The Jetsons! It’s also worth noting that while the telephony is powered by Amazon Connect through the Service Cloud Voice product, the billing is handled by Salesforce. In other words, if you already have Salesforce, this feature would add on to the monthly bill, helping to streamline expenses. 

Cons: It’s brand new, so as we move forward, we’ll be sure to keep you updated on anything we find!

Salesforce’s architecture of Service Cloud Voice (Source: Salesforce)

There are far too many features of Service Cloud Voice to cover here, so check back often as we share more in-depth details. For all your burning questions, shoot us a note! Let me know in the comments below your preferred telephony provider and how they integrate with Salesforce; I’d love to see all the options out there! Happy dialing!

 

ABOUT THE AUTHOR

As a project manager, Rachel has worked on the Salesforce platform, and also with other CCaaS and UCaaS solutions as well, and her love of all things telephony and voice ranges from old school PBXs and punchdown blocks, to the current cloud technology of today.

Salesforce Summer ‘20 Release – Field Service Highlights

Salesforce announced their Summer ‘20 release and you won’t want to miss the field service highlights! We greatly enjoyed attending the release readiness webinar virtually (Can anyone say “confetti”?!). Salesforce is working hard to enhance the functionalities of Field Service Lightning (FSL) and its mobile app, continuing to blaze a trail for future success for field service teams everywhere. As field service is our bread and butter, we selected the most impactful features we feel will help FSL and Service Cloud become stronger and more robust than ever.

Read on to find out what our top picks are!

Mobile App

What’s always been great about the FSL app is that it’s geared toward mobile and front-line workers, making it independent from the core Salesforce app. The goal of FSL mobile is to provide service resources with the ability to quickly enter information about installations, repairs and service appointments. 

Here’s what’s new:

Deep link actions – this feature will allow mobile workers to launch a link that will help them navigate to another app with the simple click of a button. 

Why it’s awesome:

Imagine a service technician, busy repairing machinery at a customer site, and needing to input multiple pieces of information from other applications relevant to the products they are servicing. Instead of having to exit FSL, mobile team members will be able to utilize the deep link action to navigate to “connected” apps straight from the record they are on, such as the work order, with the click of a button. This allows mobile workers to have access to vital information from multiple sources seamlessly. The new feature will also allow for the transfer of information to other components of the cloud by grabbing data from the connected app, leading to accuracy and efficiency. 

Core FSL Features (and Managed Package)

With enhancements to the mobile app streamlining the workflow, there are additional features that will be available to enhance the browser experience. Check out what’s coming soon to the FSL browser experience below:

Advanced Recurrence Feature 

Here’s what’s new:

The Advanced Recurrence feature expands support for preventative maintenance, down to warranty and serial number or lot/batch number. This simplifies how contract managers improve maintenance schedules. This feature interacts with calendars and schedules, and has the potential to carry over to work orders as part of your business process.

How is it used:

With Google calendar-style maintenance schedules, you can allow the user to associate yearly, monthly, weekly and daily recurrence patterns on maintenance schedules for their assets. Parallel or dependent service schedules are based by priority; this new feature also allows users to define major and minor maintenance plans by creating rules that can be prioritized via a sort order value. 

In relation to work orders, the advanced recurrence feature helps users manually generate work orders with one click. Users can utilize Advanced Recurrence to define multiple granular calendar style recurrence patterns for work orders. 

Why it’s awesome:

We love how automation helps the field service team and overall workforce move faster and perform more efficiently. With advanced recurrence, this is sure to optimize performance for scheduling and keep customers happy with on-time preventative maintenance.

Resource Management – Shifts and Expenses

Here’s what’s new:

From seasonal coverage for holidays, to the COVID-19 pandemic, businesses need systems that can accommodate frequent changes to workforce availability. With the improved Shifts view features, options like multi-day shifts allow you to quickly edit records to show more data at a glance. The improved view lets the user select which fields to display on the Shift view such as job profile, status, service territory, shift number and start time. 

Along with the new Shift features, expense management grants mobile workers the ability to easily capture work-related expenses, and you can create an expense report from these items as part of your business process. Capturing expenses as part of a work order will help techs on the go not miss a beat or a cent! 

Why it’s awesome:

By simplifying and clarifying resource management with extra efficiency, field service administrators can focus on the big picture rather than tedious tasks, helping everyone be more productive.

Count Rule

Here’s what’s new:

Count rules are a type of work rule that allows admins to create parameters to not overload service resources. For example, setting a weight limit of equipment for each resource per day. You can also limit the number of appointments per resource per day to meet regulations and contractual obligations. With the enhancements, you are able to easily hover over a shift and make changes to the record without navigating away from the Shifts view. 

Why it’s awesome:

With this new support for workforce planning, managers can ensure resources meet daily schedule needs and limitations as well as load capacities. With a Count rule in place, dispatchers and service agents can easily select the pertinent Count rule to filter candidates based on the requirement. 

There you have it – our field service highlights for the FSL Summer ’20 release! The features extend beyond what we’ve mentioned here, and there may be some additional pieces that can help complete and improve your service processes. You can read through Salesforce’s Release Notes here.  Feel free to drop us a line and we’ll be happy to field your questions, and don’t forget to pass these field service highlights on to your teams and Salesforce admins! We wouldn’t want anyone to miss out. 

The Journey to Digital Transformation

Hello and welcome to the new bolt-data.com, and also to the very first post on our new blog, The Service Scout! We hope you’ve taken a moment to look around, see what’s new and have noticed the theme running throughout our site, which is the journey to digital transformation.

When we think about the core of what Bolt Data does and what we hope to help our clients achieve, we think about the process itself and what it takes to get started and persevere on the journey to digital transformation. It requires a knowledgable and experienced guide (Hi, that’s us!), an enthusiastic participant who’s ready to blaze trails (That’s you!) and a roadmap to the pinnacle of service success.

The journey to digital transformation looks different for everyone – you might be looking to take your business to the newest and most advanced technology on the market, you might be stuck somewhere along the way or you may still be on paper and working to find a way to move into the digital space. Wherever you are along the way, and whatever obstacles you may encounter, Bolt Data has seen it all and we’re prepared to help plot the course and serve to guide you to your specific goals.

The Service Scout, our new blog, we hope will serve as a resource for anyone seeking to learn more about service and all of its accompanying channels. Whether you’re looking for information on new software releases, industry best practices or just a few tips and tricks from some folks who have been there before, you’ll be able to find it here.

Please visit often and be sure to reach out when you’re ready to get started on your own journey to digital transformation!