Especially for the new product premiere, key people from Salesforce spoke at the event – Paul Diamond, Business Development Director, and Ryan Escober, Senior Manager Product Marketing.
The event was opened by Mr. Orlin Dochev, Managing Partner at Next Consult, who told the audience more about the Salesforce and Next Consult partnership.
Mr. Paul Diamond made an introduction in the Salesforce Service Cloud CRM system, part of which is Field Service Lightning. It’s important to note that Field Service Lightning is part of the Service Cloud but is also offered as a separate product.
The audience was introduced to brand-new chatbot Einstein, based on AI, that makes real-time analysis of the incoming cases and predicts eventual risks in the preparation and the implemetation of the tasks in order to make the customer and the employee experiences even better.
Ryan Escober, who was also a key speaker at Dreamforce, presented the Field Service System in details and sparked great interest amongst the audience. He raised attention to that Field Service Lightning is suitable not only for companies that do customer service on field but also for any company that manage employees – doctors, financial advisors, brokers etc.
Ryan Escober called the Field Service Lightning “Not just a CRM system, but also an IoT data management system.”
He added that the main advantage of the platform which differentiates it from all the other solutions on the market is the ability to manage orders, resources, work schedules, contracts etc. and to optimize the processes at the same time by using the systems AI features for analysis and predictions.