{"id":39452,"date":"2026-05-04T13:50:22","date_gmt":"2026-05-04T11:50:22","guid":{"rendered":"https:\/\/www.logicline.de\/making-iot-data-usable-in-the-service-portal"},"modified":"2026-09-25T10:05:20","modified_gmt":"2026-09-25T08:05:20","slug":"making-iot-data-usable-in-the-service-portal","status":"publish","type":"post","link":"https:\/\/www.logicline.de\/en\/making-iot-data-usable-in-the-service-portal","title":{"rendered":"IoT data in the service portal: How machine builders make sensor data usable"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"39452\" class=\"elementor elementor-39452 elementor-38783\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c03afc0 e-flex e-con-boxed e-con e-parent\" data-id=\"7c03afc0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-61419d4e elementor-widget elementor-widget-text-editor\" data-id=\"61419d4e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Many machines have long been running their own telemetry platforms. Nevertheless, for every other service call, the dispatcher still calls an experienced colleague who \u201cknows the machine.\u201d The problem is rarely the sensor\u2014it\u2019s the gap between the data point and the service decision.  <\/strong><\/p><p>Sensor data alone does not resolve a service case. Only when vibration, temperature, operating hours, and fault codes are integrated into a system that also includes service history, contract data, and diagnostic knowledge does telemetry create a service context that dispatchers, technicians, and customers can actually work with. This article shows how machinery and equipment manufacturers can design the path from the sensor to the service portal so that every role sees the benefit\u2014and how typical security, integration, and data sovereignty issues can be addressed.  <\/p><h2>When sensor data arrives\u2014but doesn&#8217;t reach the service department<\/h2><p>A typical scenario: A manufacturer of custom-built machines, with approximately 5,000 systems installed worldwide, has been operating an IoT platform for years. The machines report status, operating hours, and fault codes; the platform displays dashboards showing historical trends. However, little of this information reaches the service department. Service history is stored in the CRM, technical documentation is available as PDFs on SharePoint, and configuration changes are listed in an Excel spreadsheet. When a malfunction is reported, the dispatcher has to switch between three systems\u2014and ends up calling a senior colleague who knows the system by heart anyway.    <\/p><p>Head of service knows the consequences from his own experience:<\/p><ul><li>Triage takes longer because information has to be gathered from multiple sources.<\/li><li>Technicians go out on a call with incomplete information and return without the correct spare part.<\/li><li>The knowledge of experienced employees is lost as soon as they leave the company &#8211; new colleagues need months to make comparable decisions.<\/li><li>Customers expect self-service access to the status of their systems, but only receive a link to the ticket form.<\/li><\/ul><p>The problem is rarely the sensor itself. Most machines today provide enough data. What is missing is the ability to connect this data to the processes in which decisions are made about service cases.  <\/p><div class=\"callout\"><p style=\"margin: 0\"><strong>In 30 minutes, we\u2019ll clarify where your IoT data is getting stuck today\u2014and where the greatest opportunity for triage lies.<\/strong><br \/>Using a specific service case from your machine fleet, we\u2019ll show you where the bridge between the IoT platform and Service Cloud is missing\u2014and what the first practical step looks like. This isn\u2019t an architectural pitch\u2014it\u2019s a look at your reality.<br \/>\u2192 <a href=\"https:\/\/www.logicline.de\/en\/contact\"><strong>Schedule an introductory call<\/strong><\/a> <\/p><\/div><h2>From data point to service decision: the path through the layers<\/h2><p>The path from the sensor to the dispatcher console runs in four layers &#8211; and today context is often lost at each of these layers.<\/p><p><strong>Layer 1 &#8211; Sensor and Edge.<\/strong>  Smart sensors measure vibration, temperature, current consumption, or pressure. Edge devices preprocess the data locally: they filter out noise, detect initial anomalies, and decide what data to send to the cloud. For a detailed description of this data flow, see our article <a href=\"https:\/\/www.logicline.de\/en\/how-to-implement-predictive-maintenance-with-iot\">\u201cHow to Implement Predictive Maintenance with IoT<\/a>.\u201d  <\/p><p><strong>Layer 2 &#8211; IoT platform.<\/strong>  This is where the filtered data is consolidated. The platform displays trends, sends alerts, and provides interfaces for other systems. At this stage, the data quality is usually good. What\u2019s missing is the link to the business context: Which specific machine is affected? Which maintenance contract applies? What is its service history?     <\/p><p>The article <a href=\"https:\/\/www.logicline.de\/en\/maschinendaten-serviceauftrag-2\">\u201cFrom Machine Data to Service Order\u201d<\/a> explains which rule turns a measured value into a valid incident and how this results in an assigned service order with an SLA time.<\/p><p><strong>Layer 3 &#8211; Service context.<\/strong>  This layer is the most critical\u2014and usually the weakest. In the Salesforce-based service backend, the asset object serves as the central reference point: machine, components, location, customer, contracts, tickets. If the IoT platform and the service backend do not communicate directly with each other, the dispatcher must manually bridge this gap\u2014and that is precisely where delays occur.  <\/p><p><strong>Layer 4 &#8211; Roller surfaces.<\/strong>  Scheduling, field service, and the customer portal all access the same service context, but each sees only what is relevant to its specific task. The technician does not see the scheduler\u2019s dashboard, and the customer does not see the internal notes. <\/p><p>The central transition point is located between Layer 2 and Layer 3. Anyone who builds a seamless, bidirectional bridge here not only saves time during triage\u2014they also lays the groundwork for every subsequent stage of service digitization.<\/p><h2>Three usage perspectives in the service portal<\/h2><p>As soon as IoT data and service context merge, the work for three roles changes in concrete terms.<\/p><p><strong>For scheduling: faster and more informed triage.<\/strong>  The scheduler can see the current machine status, recent service calls, active contracts, and suggested next steps all in a single view. Instead of opening three separate systems, the triage decision is made in Service Cloud\u2014based on the specific piece of equipment, not an abstract platform ID. <\/p><p><strong>For the technician: prepared on site.<\/strong>  The technician accesses the service console on their mobile device: real-time sensor readings, the machine\u2019s complete service history, recommendations for diagnosis, and context-sensitive instructions. logicline helped develop the Salesforce integration for Empolis Service Express, ensuring that diagnostic knowledge appears in a context-specific manner for the specific machine and does not result in an unstructured document search. Our article <a class=\"text-[var(--accent)] hover:underline underline-offset-[1px] outline-none hide-focus-ring ring-focus rounded-r2\" href=\"https:\/\/www.logicline.de\/en\/knowledge-management-in-the-mechanical-engineering-service-sector\" target=\"_blank\" rel=\"noopener noreferrer\">\u201cKnowledge Management in Service\u201d<\/a> discusses how this knowledge base is methodically structured. If the on-site diagnosis is insufficient, the technician can escalate the issue to a remote specialist with a single click from the same console\u2014logicline also helped develop the Salesforce integration for TeamViewer for this purpose.   <\/p><p><strong>For the customer: Transparency in self-service.<\/strong>  In the customer portal, operators can view the status of their systems and upcoming maintenance appointments, and can submit support tickets or request spare parts on their own. Predictive notifications\u2014such as \u201cMaintenance recommended in 21 days\u201d\u2014appear directly here, rather than getting lost in the dashboard of a separate IoT platform. <\/p><p>These three views do not need their own data model. They access the same digital machine file &#8211; and only differ in terms of what is made visible for each role. <\/p><h2>Requirements: Integration, Security, data sovereignty<\/h2><p>The three issues that most frequently slow down any IoT in Service project can be categorized pragmatically.<\/p><p><strong>Integration in existing buildings.<\/strong>  It\u2019s rare to start from scratch. Machines from different generations, ERP systems with legacy interfaces, older control systems without modern connectivity\u2014all of this is part of the reality. A proven approach: Take stock of existing sensors and interfaces; modernize step by step using pilot systems; use standard protocols such as MQTT or OPC UA on the machine side; and implement a central integration layer to the Service Cloud. You can find a more detailed eight-step checklist in <a href=\"https:\/\/www.logicline.de\/en\/8-best-practices-for-iot-asset-management\">\u201c8 Best Practices for IoT Asset Management<\/a>.\u201d   <\/p><p><strong>Security.<\/strong>  Networked machines expand the attack surface. Three measures bear most of the burden: encryption of data transmission, multi-factor authentication at all access points and consistent separation of OT and IT networks. Added to this is an update discipline that actively maintains firmware versions instead of letting them run. If you would like to find out more about this aspect, you can find the details in our article <a href=\"https:\/\/www.logicline.de\/en\/minimizing-security-risks-associated-with-iot-data-in-service-portals\">IoT data in service portals: minimizing security risks<\/a>.   <\/p><p><strong>Data sovereignty.<\/strong>  Service data contains customer context and technical IP. Neither should inadvertently leave the manufacturer\u2019s sphere of control. In practice, this means: regionally hosted platforms (such as Salesforce Hyperforce EU), clearly defined roles for data exports, and\u2014when using AI\u2014the option to run the model on your own infrastructure or with European providers. Data sovereignty is not merely a compliance issue, but an architectural decision that should be decided early on.   <\/p><p>These three requirements are not end points, but permanent disciplines. If you plan for them pragmatically, you will avoid the most common dead end: a successful IoT pilot project that fails to scale due to one of these three hurdles. <\/p><h2>Maturity: From Data Silo to Decision-Enabling Service Platform<\/h2><p>A simple maturity model can be used to determine where IoT data ends up in the service portal. logicline uses a four-stage model that reflects the typical development process among machinery and equipment manufacturers. <\/p><p><strong>Step 1 \u2014 Digitize.<\/strong>  The installed base is mapped in a structured way: machines, components, configurations, contracts. A Digital Machine File replaces scattered Excel spreadsheets and PDF archives. This article explains why predictive maintenance in particular stands or falls on this data foundation <a href=\"https:\/\/www.logicline.de\/en\/predictive-maintenance-data-foundation-machinery-and-equipment-manufacturers\"><strong>Predictive Maintenance: Why the Data Foundation Decides on Success<\/strong><\/a>.  <\/p><p><strong>Step 2 \u2014 Connect.<\/strong>  Sensor data, service history, and technical knowledge are seamlessly integrated. The IoT platform and Service Cloud work together bidirectionally, and knowledge sources such as Empolis are integrated in a context-aware manner. This article focuses on this level.  <\/p><p><strong>Step 3 \u2014 Decide.<\/strong>  An intelligence layer built on top of interconnected data provides traceable recommendations for triage, diagnosis, and escalation. At logicline, this is Service Decision Intelligence (SDI)\u2014a layer that connects fragmented service data from ERP, Salesforce, IoT, and documents, with source citation for every recommendation and operated on the customer\u2019s infrastructure. A separate magazine article on SDI as the step from Level 2 to Level 3 can be found at <a href=\"https:\/\/www.logicline.de\/en\/ai-in-service-own-knowledge-base\">\u201cWhen Agentforce Hallucinates: Why AI in Service Needs Its Own Knowledge Base<\/a>.\u201d  <\/p><p><strong>Step 4 \u2014 Automate.<\/strong>  Defined service work is carried out like software: routines run autonomously, people only intervene in escalation and exceptional cases.<\/p><p>Each stage builds on the previous one. Without structured data, there is nothing to connect; without connected data, intelligence cannot emerge across silos; without decision intelligence, automation is merely a technical shell. For most machinery and equipment manufacturers, the question \u201cWhere do we stand today?\u201d is answered with \u201cbetween Stage 1 and Stage 2\u201d\u2014and that is precisely where it is decided whether IoT investments will translate into service value.  <\/p><h2>Conclusion: The value lies in the ability to connect<\/h2><p>IoT in service is no longer just a matter of sensor technology. The platforms are mature, the protocols are established, and the machines are delivering the data. What distinguishes an expensive telemetry project from a service that reduces triage times and ensures technicians arrive on-site with the right spare part is the ability to link the data to service context, roles, and decisions.  <\/p><p>Three points carry the majority of the value:<\/p><ol><li><strong>A digital machine file<\/strong> as a reference object for each data point &#8211; otherwise telemetry values end up in a vacuum.<\/li><li><strong>A connected Service Cloud<\/strong> where dispatchers, technicians, and customers all see the same information, filtered by role.<\/li><li><strong>A pragmatic architectural decision<\/strong> regarding security and data sovereignty that is made early on and does not have to be renegotiated each time an issue escalates.<\/li><\/ol><p>Those who implement these three building blocks lay the foundation that makes subsequent stages\u2014decision intelligence and service work that scales like software\u2014possible in the first place. Without them, any discussion of AI remains nothing more than an add-on built on an unstable foundation. <\/p><p>The obvious first step isn\u2019t the next sensor pilot project, but an honest assessment of the current situation: How is the installed base structured today, and which data sources feed into which service processes? The <a class=\"text-[var(--accent)] hover:underline underline-offset-[1px] outline-none hide-focus-ring ring-focus rounded-r2\" href=\"https:\/\/www.logicline.de\/en\/services\/installed-base-assessment\" target=\"_blank\" rel=\"noopener noreferrer\">Installed Base Assessment<\/a> provides the foundation for exactly that\u2014in 4\u20136 weeks, with clearly defined scope and a concrete report on areas for improvement. If you already have a structured base and want to specifically assess where the next integration step lies, schedule an <a class=\"text-[var(--accent)] hover:underline underline-offset-[1px] outline-none hide-focus-ring ring-focus rounded-r2\" href=\"https:\/\/www.logicline.de\/en\/contact\" target=\"_blank\" rel=\"noopener noreferrer\">introductory call<\/a> right away.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<section data-dce-background-color=\"#00000000\" class=\"elementor-element elementor-element-c254285 e-flex e-con-boxed e-con e-parent\" data-id=\"c254285\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-dce-background-color=\"#FFFFFF\" class=\"elementor-element elementor-element-55aff5e e-flex e-con-boxed e-con e-child\" data-id=\"55aff5e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-48de356 e-con-full e-flex e-con e-child\" data-id=\"48de356\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4b7d6a6 e-flex e-con-boxed e-con e-child\" data-id=\"4b7d6a6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0fa94fe elementor-widget elementor-widget-heading\" data-id=\"0fa94fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed3a7f2 elementor-widget elementor-widget-n-accordion\" data-id=\"ed3a7f2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2480\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2480\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h4 class=\"e-n-accordion-item-title-text\"> Which IoT data actually belongs in the service portal? <\/h4><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2480\" class=\"elementor-element elementor-element-8046bac e-flex e-con-boxed e-con e-child\" data-id=\"8046bac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e3a4f16 elementor-widget elementor-widget-text-editor\" data-id=\"e3a4f16\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><p>Not all sensor data is useful for service purposes. The most valuable data is that which is directly relevant to service decisions: operating hours for maintenance intervals, fault codes for triage logic, and wear indicators such as vibration or temperature for predictive maintenance. Purely production metrics that say nothing about the condition of the equipment do not belong in the service context\u2014they clutter the interface without supporting the service.  <\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2481\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2481\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h4 class=\"e-n-accordion-item-title-text\"> How do you connect older systems without modern connectivity? <\/h4><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2481\" class=\"elementor-element elementor-element-5414f61 e-con-full e-flex e-con e-child\" data-id=\"5414f61\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e5ed46 elementor-widget elementor-widget-text-editor\" data-id=\"1e5ed46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><p>A pragmatic, step-by-step approach. Often, retrofitting individual sensors\u2014combined with an edge gateway that transmits data to the central platform\u2014is sufficient. A complete modernization of the machine fleet is rarely realistic. More important is a data structure in the Service Cloud that sensibly represents heterogeneous equipment\u2014new machines with full telemetry and older equipment with a reduced data set within the same model.   <\/p><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2482\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2482\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h4 class=\"e-n-accordion-item-title-text\"> What happens to data sovereignty when AI comes into play? <\/h4><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2482\" class=\"elementor-element elementor-element-cca8e05 e-con-full e-flex e-con e-child\" data-id=\"cca8e05\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7504c5c elementor-widget elementor-widget-text-editor\" data-id=\"7504c5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><p>AI functions should be selected in such a way that service data does not leave the manufacturer\u2019s control without oversight. With logicline, Service Decision Intelligence runs on the customer\u2019s infrastructure\u2014on Salesforce Hyperforce EU, Azure EU, AWS Frankfurt, or in the customer\u2019s own data center. The choice of the underlying language model remains open and can be decided based on compliance requirements. Data sovereignty is thus an architectural decision, not a question of model quality.   <\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2483\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2483\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h4 class=\"e-n-accordion-item-title-text\"> What role does Salesforce play in this architecture? <\/h4><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2483\" class=\"elementor-element elementor-element-60a7a5b e-con-full e-flex e-con e-child\" data-id=\"60a7a5b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4393f3c elementor-widget elementor-widget-text-editor\" data-id=\"4393f3c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><div data-faq-a=\"\" data-pm-slice=\"2 2 [\"><p>Salesforce is the platform on which the Service Cloud layer is built\u2014asset objects, tickets, contracts, and Field Service. The IoT platform, knowledge sources such as Empolis, and remote support tools such as TeamViewer are connected via custom integrations. The Service Portal is therefore not a standalone application, but rather a role-specific view of a connected platform.  <\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We have implemented a platform that centrally bundles all information on products, customers and their current orders. Customers have access to all important documents relating to the products, from technical documentation, brochures, videos, certificates, product descriptions and operating instructions to a digital twin for the current generation of machines. A spare parts store is also integrated into the portal.<\/p>\n","protected":false},"author":5,"featured_media":38789,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[43051],"tags":[],"class_list":["post-39452","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iot-installed-base-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/39452","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/comments?post=39452"}],"version-history":[{"count":14,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/39452\/revisions"}],"predecessor-version":[{"id":42712,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/39452\/revisions\/42712"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media\/38789"}],"wp:attachment":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media?parent=39452"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/categories?post=39452"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/tags?post=39452"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}