I’ve spent most of my career sitting between two worlds. On one side, meeting with executive teams talking about digital transformation, AI, and analytics. On the other hand, understanding how employees complete work including technicians in the field without things breaking, slowing them down, or coming back to bite them later.
If there’s one thing I’ve learned within this ecosystem is this:
The future of field service doesn’t start with AI. It starts with better data captured at the moment of work.
That might not sound revolutionary. But in practice, it’s where many initiatives fall apart.
Why “More Data” Isn’t the Answer
Almost every organization I work with believes they’re collecting enough data. After all, they’re using Salesforce. They have forms. They have reports. They have dashboards.
But when we actually look at what’s coming back from the field, a pattern emerges.
Critical details are missing. Architecture is lacking; Photos lack context; Notes are inconsistent. And the most important information, the why behind what happened, never makes it into the system at all.
The problem isn’t effort. Technicians aren’t being careless. The problem is that most tools were designed to record outcomes, not support work as it happens.
What I Mean by the “Intelligent Field Team”
When I talk about the Intelligent Field Team, I’m not talking about replacing people with technology. I’m talking about giving field teams the same level of intelligence and support that back-office teams take for granted.
An intelligent field team:
- Knows what to do next without flipping through manuals
- Is guided by context, not static checklists
- Captures data once and captures it right
- Leaves every job site smarter than the last one
This isn’t about working harder. It’s about working smarter, with fewer mistakes, less rework, and more confidence.
Where Salesforce Fits and Where It Doesn’t
Salesforce is an incredible system of record. I’ve built my career around it for a reason.
But Salesforce was never designed to be a system of work for technicians operating in unpredictable environments. Native data capture works great for a simple number of forms. Once workflows become complex, regulated, high-risk, or just including many forms, cracks begin to surface.
That’s why so many organizations extend Salesforce with solutions like Youreka. Not to replace it, but to make it viable for real-world field execution.
The goal isn’t more tools. It’s better data flowing into the tools you already trust.
The Decision That Changes Everything
Every intelligent field operation I’ve seen starts with one decision:
“We’re going to take field data seriously.”
Not later. Not after the job is closed. At the moment the work is happening. That decision unlocks everything else; guidance, analytics, automation, and yes, eventually AI.
But it starts here.
In the next article, I’ll talk about why guiding technicians in real time, not after the fact, is the single biggest shift field service organizations can and need to make.
If this topic resonates, you don’t have to navigate it alone.
Over the past several years, I’ve worked with teams evaluating whether Salesforce’s native data capture capabilities are enough or whether extending with a purpose-built solution like Youreka makes more sense.
To help with that decision, we’ve created:
A Field Data Capture Assessment to evaluate your current workflows, risk areas, and data gaps
Both are designed to help you think through your options clearly, without assumptions.
If you want to walk through your current environment together, I’m always open to a conversation.
Because the right answer isn’t about tools, it’s about building a system that supports your field teams and your long-term goals.
