{"id":42738,"date":"2026-10-16T09:23:38","date_gmt":"2026-10-16T07:23:38","guid":{"rendered":"https:\/\/www.logicline.de\/agentforce-pilot-service"},"modified":"2026-10-16T09:54:58","modified_gmt":"2026-10-16T07:54:58","slug":"agentforce-pilot-service","status":"publish","type":"post","link":"https:\/\/www.logicline.de\/en\/agentforce-pilot-service","title":{"rendered":"Testing Agentforce in Production: What the Pilot Reveals About Your Asset Data"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"42738\" class=\"elementor elementor-42738 elementor-42720\" 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>Management wants to see by the end of the year what AI can bring to the service department. Inside sales have been accurately tracked for years; service cases are handled through the same system, and technicians receive their assignments from it. <\/strong> Now it&#8217;s time for an agent to show what he can do. The obvious question is: Where do we deploy him, and how will we know after four weeks whether it&#8217;s working?<\/p><p>You\u2019re not alone in facing this pressure. In a Gartner survey of 321 service and support managers, 91 percent said their senior management is pushing them to implement AI by 2026 (<a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026\" target=\"_blank\" rel=\"noopener\">Gartner, February 2026<\/a>). As a result, the decision to launch a pilot is made quickly. However, the insights it reveals about a company\u2019s own data are rarely analyzed. Here\u2019s a quick overview of what matters:<\/p><ul><li><strong>Anyone who already manages their machines in the service system has completed the most important preliminary work.<\/strong> An agent can start working on real cases there right away.<\/li><li><strong>Triage of incoming cases is the most sensible first step.<\/strong> Classify, identify possible causes, find similar cases, suggest the next step: This takes the load off the inside sales staff and relies on existing data.<\/li><li><strong>The pilot demonstrates, case by case, where the agent offers advice.<\/strong> Every weak response can be traced back to a specific gap, such as measurement data from a separate system or maintenance tasks that are not related to the machine.<\/li><li><strong>Gaps are closed one by one, wherever the pilot points them out.<\/strong> A complete renovation is not necessary for this.<\/li><\/ul><div style=\"border: 1px solid #e00817; background: #fdf5f6; padding: 18px 22px; margin: 28px 0; border-radius: 4px;\"><p style=\"margin: 0;\"><strong>Are you currently testing an agent in the service, or do you want to get started with it?<\/strong><br \/>In 30 minutes, we\u2019ll walk you through three to five real-world service cases: what a triage agent can answer based on your current data, and where they would need to make an educated guess. No slide presentations.<br \/>\u2192 <a href=\"https:\/\/www.logicline.de\/en\/contact\"><strong>Schedule an introductory call<\/strong><\/a><\/p><\/div><h2>Agentforce in Action: Why triage is the best first step<\/h2><p>A service case in machinery and equipment begins almost the same way. A customer reports a malfunction via email, phone, or the portal\u2014often with a fault code, sometimes with a photo, and rarely with a serial number. Inside sales staff read the report, locate the machine, review its service history, consult an experienced colleague, and decide: callback, remote maintenance, spare part, or on-site technician visit. With 40 or 60 reports a day, this is the bottleneck of the entire service operation.<\/p><p>This is exactly the kind of work an agent can prepare. In this context, \u201ctriage\u201d refers to four things:<\/p><ul><li><strong>Classify:<\/strong> Category, Urgency, Affected Assembly.<\/li><li><strong>Suggest possible causes:<\/strong> two or three hypotheses, each with a rationale.<\/li><li><strong>Find similar cases:<\/strong> involving the same model series, with the same error message, and with a documented solution.<\/li><li><strong>Suggest next step:<\/strong> Follow up with the customer, remote diagnosis, spare part, service call.<\/li><\/ul><p>The person decides. The agent saves them the trouble of searching, and the inside sales staff notices this from day one.<\/p><p>There\u2019s also a practical reason: Triage doesn\u2019t need anything that isn\u2019t already there. Anyone who has been using Salesforce for service for years already has the cases\u2014which the system treats as assets\u2014along with their custom extensions, service history, and, in most cases, documentation stored in the system. An agent can work with this data without having to create a new data model first. The platform already includes built-in modules for categorizing incoming cases, such as classification by type and priority based on previous cases.<\/p><p>Agentforce for Field Service, which has been gradually available since 2025, focuses on a different set of tasks: scheduling, briefing the technician before the assignment, troubleshooting on-site, and reporting afterward. These elements complement each other. Triage decides whether a service call is necessary at all and what the technician\u2019s initial hypothesis is when they head out.<\/p><h2>Launching the pilot program: real-world cases, transparent evaluation<\/h2><p>Many pilot studies fail because of the evaluation process. Testing lasts three weeks, the feedback is \u201csomewhat good, somewhat off the mark,\u201d and no one can say what went wrong. A pilot study only becomes informative when each response is evaluated individually.<\/p><p>The most revealing test is a \u201cretrospective\u201d test: The agent is given closed cases whose outcomes are known. Ideally, these should come from a product line with many machines in the field, covering the past six to twelve months, and involving a mix of simple and complex malfunctions. Because the actual cause is known, each response can be clearly classified:<\/p><ul><li><strong>Confirmed:<\/strong> The hypothesis and next step match the actual course of events, as evidenced by data in the system.<\/li><li><strong>Plausible, but unsubstantiated:<\/strong> The answer sounds correct, but is based on general knowledge rather than data from this machine.<\/li><li><strong>Off-topic:<\/strong> The answer doesn&#8217;t fit the case, or the agent is making up a connection.<\/li><\/ul><p>The second group is the most interesting. In this group, the result is correct either by chance or based on the language model\u2019s experience\u2014not on your data. The next model could just as easily get it wrong. That\u2019s why each answer in groups two and three is accompanied by a brief note: What information would the agent have needed, and where can it be found today?<\/p><p>This should be evaluated by the people who handled the cases back then\u2014that is, the inside sales staff and experienced technicians. They can immediately tell whether a hypothesis holds up from a technical standpoint. If you\u2019re conducting the pilot with your implementation partner or with support <a href=\"https:\/\/www.logicline.de\/en\/services\/agentforce-engineering\">from Agentforce<\/a>, this evaluation checklist should be included in the project plan.<\/p><h2>What the Agent Recommends: What It Says About Your Asset Data<\/h2><p>After reviewing several dozen cases, the notes begin to repeat themselves. Often, just a few causes account for a large portion of the poor responses. Typical scenarios:<\/p><div class=\"tbl\"><table><thead><tr><th>Observation in the pilot study<\/th><th>Typical cause<\/th><th>Targeted step<\/th><\/tr><\/thead><tbody><tr><td><strong>The hypothesis overlooks a rise in temperature that the technician later discovers<\/strong><\/td><td>Measurement values are stored in a separate IoT system and are never included in the case<\/td><td>Store critical measurement values as a case or associated with the asset<\/td><\/tr><tr><td><strong>Agent suggests maintenance that was completed two weeks ago<\/strong><\/td><td>Maintenance history and contracts are linked to the customer, not the machine<\/td><td>Assign maintenance orders and contracts to the asset<\/td><\/tr><tr><td><strong>The recommendation applies to the machine&#8217;s factory-default condition, but the machine has been modified<\/strong><\/td><td>Overhaul and construction status are not recorded<\/td><td>Record modifications and maintenance status on the asset<\/td><\/tr><tr><td><strong>The agent ignores a field that everyone in inside sales knows<\/strong><\/td><td>Custom fields have cryptic names and no descriptions<\/td><td>Formulate field descriptions and selection values in a way that\u2019s easy to understand<\/td><\/tr><tr><td><strong>Similar cases are missing or do not match<\/strong><\/td><td>Old cases without a serial number; the solution is documented only in free text or not at all<\/td><td>Asset is a required field for the case; record the solution upon completion<\/td><\/tr><\/tbody><\/table><\/div><p>The fourth line is often underestimated. Extensions to the asset that have accumulated over the years are taken for granted by the people in the company: Everyone knows what \u201cSpecial Version Code\u201d means or which value in the \u201cControl Generation\u201d field is critical. An agent doesn\u2019t know this. He reads field names, descriptions, and selection values. If the descriptions are missing, he ignores the field or misinterprets it. The effort required to fix this is minimal: a list of the 20 to 30 most important fields, each with a brief explanation, maintained in the system.<\/p><figure><img fetchpriority=\"high\" decoding=\"async\" src=\"\/wp-content\/uploads\/2026\/10\/agentforce-pilot-datenluecken-en.svg\" alt=\"Four-step process: A service request is received; the agent triages it by category, hypothesizes causes, identifies similar cases, and determines the next step; the pilot indicates where he recommends action\u2014for example, because measurement values do not correspond to the case or maintenance tasks do not correspond to the asset\u2014and this leads to closing the gap in a targeted manner.\" width=\"1600\" height=\"900\" \/><figcaption>Every instance in which the agent issues a recommendation indicates a specific gap in the data. That gap is addressed individually.<\/figcaption><\/figure><h3>One gap at a time<\/h3><p>The list of notes becomes a priority list. At the top is the gap that explains most of the weak responses and can be closed with the least effort. Often, these are the field descriptions or the assignment of maintenance history. Integrating the measurement values takes longer because it involves a second system. The article <a href=\"https:\/\/www.logicline.de\/en\/machine-data-service-order\">\u201cFrom Machine Data to Service Order<\/a>\u201d describes how a measurement value is turned into an editable case.<\/p><p>The structure you have established with your implementation partner will not undergo any fundamental changes. Mappings, descriptions, and, if necessary, individual fields will be added. After each gap is closed, the same set of test cases runs through the system again. This reveals how many responses shift from \u201cguessed\u201d to \u201ccorrect,\u201d and the next investment can be justified using your company\u2019s own data.<\/p><p>The pilot also serves as a data check. It costs barely more than the test you&#8217;d be taking anyway, and it provides a prioritized list that will still be useful after the pilot is over.<\/p><h2>What a Triage Agent Should Be Able to Do in Machinery and Equipment<\/h2><p>Three qualities determine whether an agent is suited for this job. He must be able to work with machines\u2014that is, with model series, serial numbers, assemblies, and fault codes, which have different meanings depending on the variant. He must support every hypothesis with the data sets on which he relies. And they must acknowledge when data is missing, rather than filling in the gaps with general knowledge. Without the last two points, evaluation in the pilot is virtually impossible, because \u201cplausible\u201d and \u201csubstantiated\u201d look the same. Why this is so crucial for service agents is explained in the article <a href=\"https:\/\/www.logicline.de\/en\/ai-in-service-own-knowledge-base\">\u201cWhen Agentforce Hallucinates<\/a>.\u201d<\/p><p>To address this challenge, logicline has developed <a href=\"https:\/\/www.logicline.de\/en\/services\/service-decision-intelligence\">Service Decision Intelligence (SDI)<\/a>, a Salesforce-native triage and diagnosis agent for the machinery and equipment manufacturers&#8217; service sector. SDI runs on the standard platform with your own customizations; the Digital Machine File (IOTAM) is not a prerequisite. Every recommendation includes a source citation, and any missing data is explicitly identified as such. This is exactly the information the pilot needs. SDI runs on your infrastructure, is EU-compliant, and is independent of any language model; it can also be accessed directly from Agentforce. With every gap closed, the responses improve.<\/p><h2>Next step<\/h2><p>An agent pilot program within the service department reveals what information your service department is currently missing with every decision\u2014including that of the inside sales staff. This list is the real benefit, and it remains regardless of which agent ends up being productive.<\/p><p>Two pragmatic approaches:<\/p><ul><li><strong><a href=\"https:\/\/www.logicline.de\/en\/services\/installed-base-assessment\">Installed Base Assessment<\/a><\/strong> \u2013 if machines, maintenance tasks, and measurement values are currently spread across multiple systems and you want to know, before the pilot phase, what data is being collected at the machine.<\/li><li><strong><a href=\"https:\/\/www.logicline.de\/en\/contact\">introductory call<\/a><\/strong> \u2013 if your machines are registered in the service system and you want to clarify which cases and which assessment criteria the triage pilot will use when it launches.<\/li><\/ul><p>For the first round, choose the product line for which the inside sales department receives the most reports. That\u2019s where the agent will first lighten the inside sales department\u2019s workload, and that\u2019s where the gaps will become apparent the fastest.<\/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\"> What data does an AI agent need for triage in customer service? <\/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<p>To get started, the data already stored in a well-maintained service system is sufficient: service cases with descriptions and solutions, the machine as an asset with its serial number and model series, its operational history, and technical documentation. Measurement data, maintenance history, and condition data improve the results once they are linked to the machine, but they are not a prerequisite for the initial pilot. <\/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\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\"> Does the asset model need to be modified for an Agentforce pilot? <\/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<p>No. A triage agent can work on the existing asset using its own extensions. Any gaps identified by the pilot are specifically addressed, for example, by adding field descriptions or assigning maintenance tasks to the machine. There is no need to rebuild the system for this.   <\/p>\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\"> How can you tell in the pilot episode that an agent is giving advice? <\/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<p>The easiest way to do this is through the \u201crearview mirror\u201d test, using closed cases whose causes are known. An answer that sounds correct but isn\u2019t based on data from this system is merely a guess\u2014even if it happens to be right. An agent who backs up every hypothesis with sources and identifies missing data makes this distinction clear.  <\/p>\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\"> How can you tell if... How many cases are needed for a meaningful triage pilot? Should you buy spare parts elsewhere?  <\/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-4fc6b46 e-con-full e-flex e-con e-child\" data-id=\"4fc6b46\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79f5387 elementor-widget elementor-widget-text-editor\" data-id=\"79f5387\" 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>A few dozen completed cases from a series are enough to identify patterns, provided they include a mix of easy and difficult problems. More important than the quantity is that each answer is evaluated individually, and for each incorrect answer, a note is made indicating what information was missing. <\/p>\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-2484\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2484\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h4 class=\"e-n-accordion-item-title-text\"> How are triage and Agentforce for Field Service related? <\/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-2484\" class=\"elementor-element elementor-element-0e62110 e-con-full e-flex e-con e-child\" data-id=\"0e62110\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-60b8663 elementor-widget elementor-widget-text-editor\" data-id=\"60b8663\" 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>Agentforce for Field Service primarily supports scheduling and dispatch: scheduling appointments, pre-assignment briefings, on-site troubleshooting, and post-assignment reporting. Triage comes before that. It decides whether a service call is necessary and provides the technician with a reasoned assessment. Both use the same machine data and benefit from the same resolved issues.   <\/p>\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>Management wants to see by the end of the year what AI can bring to the service department. Inside sales have been accurately tracked for years; service cases are handled through the same system, and technicians receive their assignments from it. Now it&#8217;s time for an agent to show what he can do. The obvious [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":42719,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[43054],"tags":[],"class_list":["post-42738","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-and-automation"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/42738","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=42738"}],"version-history":[{"count":4,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/42738\/revisions"}],"predecessor-version":[{"id":42742,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/42738\/revisions\/42742"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media\/42719"}],"wp:attachment":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media?parent=42738"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/categories?post=42738"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/tags?post=42738"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}