He or she has to have the right parts and customers need to know when their technician will be there. We use cookies to let us know when you visit our websites, how you interact with us, to enrich your user experience, and to customize your relationship with our website. Suite 700, PMB 7019 Mike Gerholdt Appointment Assistant will be in closed pilot in US in October 2020,” according to information provided by the company. Eric is the Senior Director of Product Management at Salesforce and is the admin’s best friend because he is building the tools that make us rockstars! Since these providers may collect personal data like your IP address we allow you to block them here. So tweet your guest suggestions, support, etc using the hashtag #ButtonClickGuest to help us get more AwesomeAdmins on the podcast. Equally important is to replace legacy systems, often disconnected from CRM tools, with cutting-edge technology for mobile workforce management. Appointment Assistant, a new app, gives customers this ability, so they know when to expect the repair person to arrive. Admin, and Sales Cloud Consultant. For years, we have accepted this type of service even as other industries out-innovate. Meeting those expectations will require greater visibility into your service operation, including how assets perform during a periodical service. This week on the podcast we talk to Eric Jacobson who is empowering admins to be app builders through Lightning. For example, is your goal to serve as many customers as possible at any cost, or to balance customer loyalty with cost controls? This site uses cookies. Asset 360 will be generally available in November 2020. White gloving field service during the pandemic. I sit down with Matt Bertuzzi- Salesforce MVP- to get his take on all of the amazing features in Summer 16 and gather tips on migrating to Lightning. Mike is the Sr. Director, Admin Evangelism and host of the Salesforce Admins Podcast. That means the field service tech needs to be prepared ahead of time on all of the details of the nature of the repair. Phoenix, AZ 85016. Eric … “Dynamic Priority will be generally available in October 2020. He originally joined Salesforce in 2014 to oversee the development and successful adoption of Lightning, before taking the helm of Field Service in early 2019. Not surprisingly, the same goes for businesses where the components of those experiences include managing employees, tracking the work cycles, visibility into asset performance, and warranty management. It is critical to send the right person for the job and to equip technicians with the latest skills and tools. In this episode we cover Lightning, Lightning Components, App Builder, Home Page customization, record customization and the really cool hobby that Eric has when he is not building Lightning. All Rights Reserved, This is a BETA experience. Guaranteeing a good experience is a way not just to enhance a single transaction, but to build a long-lasting relationship. If you do not want that we track your visist to our site you can disable tracking in your browser here: We also use different external services like Google Webfonts, Google Maps and external Video providers. If we eliminate the outdated four-hour service window model, what does the future hold? According to a 2019 survey, 84% of customers report that the experience a company provides matters just as much as its products and services, and 73% say an extraordinary experience with one company raises their expectations of others. In some cases, technicians drop parts off at a customer’s premises, then walk them through the installation remotely, coming indoors only as a last resort. And failing to notify customers efficiently about the status of jobs and precautions wastes a valuable opportunity to enhance safety measures. “We’ve partnered with a long-time Salesforce partner ServiceMax to create a brand new offering that takes industry best practice and builds it right in. Based on the nature of the repair and the particular make and model of machine, the Einstein Recommendation Builder can help predict the parts that will be needed to minimize the number of required trips, something that is important at all times, but especially during a pandemic. It calls the underlying artificial intelligence layer on the Salesforce platform Einstein. Mike Gerholdt We are all about the community and sharing ideas. Save my name, email, and website in this browser for the next time I comment. Learn in-demand skills that lead to top jobs with Trailhead. Join Sarah Franklin, Bret Taylor, Parker Harris, and moar special guests as we talk low code app dev on Salesforce Live! Einstein Recommendation Builder will be in beta in October 2020. We may request cookies to be set on your device. 2415 E Camelback Rd If you are new to Salesforce and not quite sure what Lightning is or confused about Components and how you would use them- Eric has a great explanation to help you understand it. Think about it: You’re more likely to remember experiences than things. January 16, 2020, On this episode of the Salesforce Admins Podcast, we talk to Jene Fuller, Salesforce Consultant for UPS.