Salesforce Service Cloud is a customer service management platform that allows businesses to provide quick and excellent support and services to their customers and partners seamlessly.
It enables customer experts to automate service processes, streamline workflows, and foster scalable and consistent customer experience across all channels.
Service Cloud Voice
- Ability to route calls right alongside the digital channels within the Customer 360 Service Platform.
- Boost Agent Productivity by pulling in live call public transcripts in real-time, cutting down on manual data entry.
- Deliver Omnichannel visibility to supervisors by viewing calls in real-time for training, onboarding, and post-call insights.
- Put together telephony, digital conversations, and CRM data in real-time for both the agents and supervisor.
- Transform your Contact Center with Service Cloud, intelligent telephony and Einstein for Service in the digital channels
- Pre-integrated out of the box telephony solutions with simplified purchasing, implementation, and deployment steps.
Digital Channels
- Expanded support for Short Codes for Canada to allow customers to expand their SMS reach.
- Agent Initiated Outbound Messaging allows agents to start proactive outbound conversations via SMS. Also, extended support for Facebook Messenger and WhatsApp (Pilot).
Knowledge
- Sharing and criteria based sharing for knowledge to enable admins to set up organizational sharing rules, owner based sharing rules, and criteria-based sharing rules to control which articles each user can access. (Beta)
- The owner of the report can now be changed to an individual or a queue like in cases. (Beta)
- Knowledge reports in Lightning can be filtered by data categories.
- The linked article object has been extended from tracking articles linked to field service orders and order items, to also tracking articles used in chat transcripts, messaging sessions, and social posts.
- Translation Support to two AppExchange packages for Knowledge.
- Lightning Knowledge Feedback App to improve lightning knowledge articles by collecting written feedback on article content and managing feedback resolution.
- Translation capability in the Article Quality Index for Lightning Knowledge package.
- Lightning Knowledge Search and Replace enables knowledge managers or admins to search for articles on specific fields, article record types, or publish status and then quickly perform mass string substitutions.
- Search Only mode of operation to help users to determine the impact of the replacement operation before the actual substitution.
Einstein For Service
- Einstein Article Recommendation extending its language beyond English (Pilot).
- Einstein Case Classification improved to help you with your triage and routing needs.
- Updated the platform event for automated triage.
- Einstein Field Recommendation Component option with the same great recommendation but in a slightly different location.
- Einstein Reply Recommendation is now GA and included in the service Einstein queue as an add-on.
- Einstein Case Wrap Up for Chat (Pilot)
Articles
- Introduced multilingual support for Einstein Article Recommendations.
Einstein Bots
- Input Recommender (Pilot) recommends new inputs to train your NLP model from chat transcript data.
- Skills-based Routing to route agents to the right skills to complete a specific request.
- Enhanced Event Logs (Demo) to give you deeper insights into your bot conversations.
- New Language Support for NLP (Demo).
That’s all folks! Which updates are most important to your business? Do tell us. Also, you can refer to Service cloud release video for more updates.
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