Salesforce adds adds two-way video and custom app capabilities to Field Service platform

Changes made customer service tasks more user friendly for employees and customers, according to the company.

The new visual remote assistant two-way video feature on the Field Service Management platform from Salesforce lets customer service agents and customers share their cameras in real time to troubleshoot problems. 

Image: Salesforce

Salesforce added four new features to its Field Service Management platform to make customer support tasks easier for customers and employees. The new components include self-scheduling for customers, two-way video, the ability to build custom apps and a scheduling optimization engine.

Paul Whitelam, SVP and GM of Field Service Management at Salesforce, said these new features will help service companies address changing customer and employee expectations. Both groups want more personalized…

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