Transform Customer Experience with Connected Field Service Introducing: Field Service Lightning

Katrin Burton Director, Sales & Service Cloud Alliances

Karthik Shankar Director, Product Mgmt

Forward Looking Statement

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Agenda

•  Introducing Field Service Lightning •  Field Service Market Opportunity •  Field Service Lightning Product Overview •  Demo & Roadmap •  GTM Strategy & Pricing •  Upcoming Events & Enablement

Customer Expectations Have Changed The connected world has shattered expectations for customer service

connected things by 2020

75B

Introducing: Field Service Lightning

Connect your entire workforce Put agents, dispatchers, and mobile employees on one platform to deliver 360 degree support

Intelligently schedule and dispatch work Automate scheduling based on skills, availability, and location to optimize on-site service

Track and manage jobs in real-time Update work orders, change requests, and job status anytime, anywhere

Best-in-class field service solution built on the world’s #1 service platform

Field Service Market Opportunity

Field Service is a Huge Growth Area The market is forecasted to grow at 19% per year

of companies are still using an on-premise field service solution

The global market for field service management is huge and growing

$2.4B by FY20

77%

54%

Field Service Management is Challenging

Siloed teams and processes Poor resource allocation

Disconnected from CRM

of companies are using manual methods to handle field service

Lack of mobile support

Current systems are inefficient and costly

Source: Salesforce Service Excellence Survey 2016

Field Service Lightning Product Overview

Extend the Connected Customer Experience into the Field

Faster time-to-value Easy to integrate Flexible & scalable Mobile enabled

Modernize your field service solution to deliver a complete service experience

Customer Success Platform

OEM relationship with ClickSoftware Market Leadership at Launch

OEM agreement with ClickSoftware provides us with industry-leading:

Appointment booking Scheduling Optimization (FY17 H2)

Best-in-class solution Integrates with SAP Backend Salesforce UI throughout the product Sold by Salesforce

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✅

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✅ ✅

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Nikolai Avrutov Director of Partner Enablement

ClickSoftware

Streamline Operations Across the Entire Service Chain

Service Agent Dispatcher Field Technician Customer

Optimize job scheduling based on your business rules

Real-time insight into service operations

Run service tasks on-site from any device

Access key information to complete the job quickly

Get a complete view of the customer

Create and schedule a Work Order from any case

Book a service appointment anywhere, anytime

Have the technician arrive on time with the right skills

Connect customers, agents, dispatchers, and service technicians on a single platform

Delivering Industry Leading Field Service Out of the Gate Power of the Platform Combined with Best-in-Class Functionality

Field Service Dispatcher Console

Optimization (FY17 H2)

Scheduling

Service Cloud

Appointment Booking

Resource Mgmt

Adv. Assets & Install Base

Entitlements & SLAs Work Orders

IoT (FY17 H2)

Integration Platform

Service Contracts

Cases

Analytics

Knowledge

Industry-Leading Scheduling & Optimization Robust, Integrated Work Order Management

The #1 Customer Service App built on the leading Customer Success Platform

Mobile w/ Offline

(FY17 H2)

Console

Products & Parts (FY17 H2)

S1 Mobile SFX Lightning Workflow

Core field service functionality built into our data model

Salesforce Customer Success Platform

Demo & Roadmap

Karthik Shankar Director, Product Mgmt

Work Order Management

Efficiently track repairs, standard maintenance or other work in the field

Integrated with accounts, contacts, assets, cases, entitlements, or service contracts

Accessible on any mobile device via the Salesforce1 app

Work Order Line Items provide more details to complete the work

Quickly create Work Orders on any case from the Service Console

Increase agent productivity

Work Order Management

Advanced Asset Management

Track information about all of your customers’ products

Get insight into which customers have a competitor’s product

Leverage asset hierarchy to track products made up of several parts all in one view

Manage complex assets with the multi-tiered asset hierarchy

Advanced Asset Mgmt

Increase customer insight

Smart Scheduling Intelligently assign and schedule Work Orders

Instantly book service appointments from the Service Console based

Automatically assign appointments to the right technician based on time, skills, locations, and any business rules

Allow customers to self-book an appointment at their convenience

Smart Scheduling

Increase employee productivity

Dispatcher Console Seamlessly manage and monitor service technicians

Ensure the right job is assigned and routed to the right mobile employee

Automatically schedule bulk jobs in one click

Immediately see alerts for issues that need attention

Track and monitor service delivery in real-time on a map or Gantt chart

Increase mobile employee efficiency

Dispatcher Console

Field Technician Mobility via Salesforce1

Access Work Orders, schedules, and customer information at your fingertips

Deliver real-time job updates on-the-go

Connect to experts and generate reports from anywhere

Access information offline with Android

Access and update critical information on-site with the Salesforce1 app

Increase first time fix rate

Mobile Access

Real-Time Reporting & Analytics

Integrate all your business data from multiple systems

Access field service intelligence in the palm of your hand

Drill down into data on the fly from any device

Gain visibility into agents, dispatcher, technicians, and partner performance from a single platform

Monitor performance and gain insight across service and operational data

Service Analytics

First Time Fix

Increase proactive support

Winter ‘17 Summer ‘16 Spring ‘16

>>

High Level Field Service Integrated Product Roadmap

New Managed Package Service Cloud Branding & UX

Scheduling, Appointment Booking, Dispatching

Knowledge for Work Orders Milestones for Work Orders

Field Service Mobile App Scheduling Optimization Standard Work Orders Standard Resources

GTM Strategy & Pricing

Where to Focus in FY17

Retail/Home Services (security, white goods,

etc.)

Target ‘simple’ appointment based orgs with standard task types, achieve quick results

•  Service Cloud Install Base •  Simple B2B (“one & done” vs.

multiple visits / large team) •  B2C Services (residential jobs)

Sweet Spots

Best verticals include to focus on:

Healthcare Insurance

Telco (simple delivery/

retail)

Manufacturing Utilities Business Services

(equipment maintenance)

Solar (residential delivery/sales)

Technician

Mobilized Field Service & Support

$260 /user/month*

(billed annually)

Offline Work Orders

Cases Assets

Inventory Management* Sandboxes

200 Custom Objects

Dispatcher

Advanced Scheduling and Dispatching

$260 /user/month*

(billed annually)

Work Orders Dispatcher Console

Advanced Scheduling Fleet Optimization*

Assets Cases

Sandboxes 200 Custom Objects

Enterprise Edition Unlimited Edition

Technician

Mobilized Field Service & Support

$135 /user/month*

(billed annually)

Offline* Work Orders

Cases Assets

Inventory Management* 100 Custom Objects

Dispatcher

Advanced Scheduling and Dispatching

$135 /user/month*

(billed annually)

Work Orders Dispatcher Console

Advanced Scheduling Fleet Optimization*

Assets Cases

100 Custom Objects

Same List Price as Service Cloud Across Editions

Partner Practice Development

Katrin Burton Director, Sales & Service Cloud Alliances

Partner Webinar #2 ●  Go deep on Product ●  Use Cases ●  Objection Handling

Exciting Events Ahead Events in Q1

Field Service

USA

Field Service Lightning Launch

CeBit/Germany World Tour

3/16

Chicago World Tour

3/24

4/24

Field Service Lightning Hits the Road

3/15

4/20

4/8

Boston World Tour

Service Cloud Field Service Lightning Resources Coming Soon...

Datasheet & FAQ Website & Demo video Trailhead module Customer stories eBooks & Webinars Field Service Lightning Partner Certification

Field service

101

Join our Service Cloud Field Service Experts Chatter Group Field

service 101

thank y u

Service Cloud is now delivering Field Service!

Leveraging a unique approach to launch with a Gartner-leading product

Field Service on the Customer Success Platform!

The Field Service Journey

Contact Center Agents Desktop user Full Service Cloud usage Fields inbound cases Creates from cases from console: ●  Appointment booking ●  Work Orders ●  Entitlements

Our Integrated Platform Delivers Functionality for End-to-End Service

Dispatcher Desktop user Build/manage jobs / technicians Optimizes job scheduling based on technician skills, routing, etc. Occasional access to CRM

Field Technician Mobile user - Salesforce1 App Receives Work Orders from Dispatcher Ability to be optimized Manages/Updates job progress

1 2 3

Customer

Has an issue

Creates Case, Work Order, Books Appt

Schedule Field Tech Manages jobs

Core Initial Offering