Salesforce as a service hub: How to connect TeamViewer, Empolis & IoT data
Rethinking service: machine and system manufacturers are facing growing demands – shorter response times, greater transparency and maximum availability. The solution lies in a digital service hub that brings together central functions such as remote maintenance, knowledge transfer and real-time data. Salesforce offers the ideal platform for this. In this article, we show how manufacturers can integrate TeamViewer, Empolis Service Express and IoT data into Salesforce and thus transform their customer service – in a technically specific and application-oriented way.
Transform your service business
Manage customer service and installed base on one platform – this creates a 360° view of your service business.
1. Why a central service hub is necessary
Reduce complexity, increase speed: Traditional service models consist of several separate systems. The technician works with ERP, accesses external tools for remote maintenance and searches for solutions to problems in various databases. This results in media disruptions, long response times and incomplete information.
Changing customer expectations: today’s end customers demand digital accessibility, self-service offerings and smooth processes – even in B2B. A central hub, in which all relevant data and functions are bundled, provides the basis for this.
2. The Salesforce Platform as a digital service hub
Salesforce Experience Cloud: Manufacturers rely on Salesforce to provide customer portals and self-service functions. The Experience Cloud creates a digital access point for customers, technicians and partners.
Integration through APIs & low-code: Salesforce’s open architecture allows the direct connection of external tools – whether remote support, knowledge databases or IoT data sources. Flows, Apex logic and Lightning Web Components enable individual automation without major development effort.
Customer 360: All data – from asset information and service histories to IoT measurements – is available in a bundled format. This creates an overview and speeds up decision-making processes.
IoT asset management in Salesforce from logicline
Today, your customers expect self-service portals that offer them quick access to documentation or spare parts. At the same time, your internal processes, from resource planning to IoT-supported maintenance, need to mesh perfectly. With platform solutions such as Salesforce and our complementary modules, we create a seamless connection between your customers, your installed base and your teams.
3. Use TeamViewer for remote support directly in Salesforce
Remote Support seamlessly integrated: TeamViewer is integrated into Salesforce via the official AppExchange app TeamViewer Remote Support. This allows remote support sessions to be started directly from a service case, including automatic transfer of the device ID and documentation of the session in the case.
Implementation in detail:
- Installation of the AppExchange application within the Salesforce environment
- Configuration via custom settings and authentication with a TeamViewer Tensor account
- Integration of a start button in the case layout via Lightning Component
More efficient problem solving: Visual access to the system on site saves time and reduces trips, especially with complex machines. This increases the first-time fix rate and minimizes downtime.
4. Empolis Service Express: Making knowledge digitally available
Context-based knowledge management: Empolis Service Express is connected to Salesforce via the AppExchange app Empolis Service Express for Salesforce. This allows interactive decision support to be integrated directly into service cases – adapted to the respective problem or asset.
Technical integration:
- Installation of the app within Salesforce with preconfigured Lightning components
- Integration of Empolis components into the case layout or service portal
- Automatic call-up of relevant decision trees via Salesforce flows
AI-supported suggestions: Based on historical service cases, the system suggests suitable solutions. New employees benefit from shorter training times, while experienced technicians benefit from intelligent support.
5. Use IoT data for predictive maintenance
Data as an early warning system: IoT data can be integrated into Salesforce via the AppExchange app Salesforce IoT Integration. Machines continuously send measured values (e.g. temperature, vibration, runtime) via MQTT or REST to IoT platforms such as Azure IoT Hub or AWS IoT Core. These platforms forward relevant events to Salesforce – via webhook or middleware such as MuleSoft.
Implementation scenario:
- An asset in Salesforce is linked to a device ID.
- A threshold value is exceeded in the IoT system.
- A new case is created in the Service Cloud module using a webhook.
- A technician is automatically notified via omnichannel routing.
Transparent asset history: All measured values, service events and maintenance measures are documented centrally – the basis for long-term optimization of service contracts and strategies.
6. AI Agents: Intelligent automation based on integrated data
Making data usable: The integration of TeamViewer, Empolis and IoT platforms into Salesforce not only creates centralized visibility, but also opens up the potential for AI agents to act on this database. These agents can independently analyze cases, suggest solutions or initiate processes.
TeamViewer AI Agent: The TeamViewer AI Assistant agent force agent can be used to automatically prepare remote support processes, for example – including context analysis, session history evaluation and more insights for technicians.
Agentforce from logicline: In addition, logicline develops individual AI agents on the Salesforce Platform that combine information from all connected systems – for recommendations, escalations, automation or chatbots. Among other things, generative AI is used to intelligently link information from cases, assets, articles and IoT streams.
Outlook: These agents offer the opportunity not only to support recurring processes, but to take them over completely – a key to next-generation service automation.
Conclusion
Salesforce as the control center for the service of the future: The combination of remote maintenance, knowledge transfer and IoT data on one platform creates lean processes, shortens response times and increases customer satisfaction. Technical solutions such as TeamViewer, Empolis and IoT systems are integrated seamlessly via AppExchange apps, API or Flow – and form the basis for scalable, digital service offerings.
Rethinking service processes: greater efficiency with IoT, AI and self-service
Find out how logicline’s extensions for Salesforce – especially for manufacturers of plant and machinery – can revolutionize your service processes with IoT, AI and self-service solutions. Find out more now and fully exploit service potential!
