Release 24.02 of CareAR for Salesforce delivers the following:
- Support for Salesforce Field Service
Salesforce Field Service Support
Field service teams using Salesforce Field Service can now use CareAR to support their technicians in the field. This release extends CareAR for Field Service to now work from Work Orders in addition to the previously supported Cases.
CareAR Assist Support via Field Service Mobile App
Field service workers using the Salesforce Field Service mobile app, can launch CareAR Assist calls directly from the Work Order by accessing the Actions menu. From the Actions menu a user simply taps on the CareAR Assist button to launch the CareAR app and start an Assist call. Any photos, recordings, or surveys conducted during the CareAR Assist session will be saved to the associated Work Order where the CareAR Assist call was launched.
CareAR Instruct Support via Field Service Mobile App or Browser
Field service workers using the Salesforce Field Service mobile app, can launch CareAR Instruct experiences from directly from the Work Order by accessing the Actions menu. From the Actions menu a user simply taps on the CareAR Instruct button to launch the assigned experience for the associated work order. NOTE: This requires the dispatcher to have previously assigned the experience to the work order. If an experience was not assigned, the user will receive an error message.
To launch the CareAR Instruct experience via browser, login to Salesforce. Access the appropriate Work Order, then click the CareAR Instruct button.
Limitations
Session Activity Limit
The Salesforce Field Service mobile app does not support pagination for lists and limits list size to 50 items. The CareAR session activity is displayed as a list as part of the work order. If you have more than 50 session activity items associated with a single work order, you will only see the most recent 50 items. All session activity events are still present in the Salesforce database and can be viewed via web browser, but the Salesforce Field Service mobile app will not list more than 50.
Case Access from Field Service Mobile
The Salesforce Field Service mobile app does not support accessing Cases, it only provides access to Work Orders. Therefore, you cannot use the Field Service mobile app for providing mobile support for Case objects. To launch CareAR Assist calls from a Case, you must either use web browser or the standard Salesforce app.
Launch CareAR from: | Browser | Salesforce mobile app | Salesforce Field Service mobile app |
Case object | Assist | Assist | Not possible |
Work Order object | Instruct | Not supported | Assist / Instruct |
Opening Instruct Experiences in CareAR Mobile App
When launching an experience from the Salesforce Field Service mobile app that is configured to open in the CareAR app rather than in browser, will not send any data back to the Salesforce work order. In order to get data such as snapshots, session details, forms, etc. saved back to the originating work order, configure the experience to open in browser rather than CareAR app.