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Latest Service Cloud Features To Empower Support Team


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“The world is moved not only by the mighty shoves of the heroes, but also by the aggregate of the tiny pushes of each honest worker.” – Quote by Helen Keller, Author and Political Activist

Greetings to all of you, and welcome to our blog.  In this blog, we take a peek at the new features that has been launched for the Salesforce Service cloud and the benefit brings  to the service team / agents using this cloud based tool.

The latest Salesforce service loud features to empower the support team are:

  • Customer service incident management - It links many service cases on the same issue/incident. The department can efficiently segment and accord preference to issues that need priority, based on certain parameters like urgency. Incident Management Swarming in Slack automatically collages the relevant personnel into a Slack channel for quick action and update many clients in one go with status updates.  Partner integrations, such as PagerDuty for AIOps, allow overseeing and alert to give a holistic incident management solution. 

  • Extended flow automation. Flow brings an intensive layer of process automation and is simpler for admins to link processes across service channels and external systems. Coming soon will be Auto-respond to clients with useful content to deflect cases, and boost self-service (Einstein Article Recommendations). 

  • Robotic process automation capabilities (RPA) for Service Cloud.  The Service department will be able to automate mundane & repeated tasks like look-ups and write-ins across old - fashioned systems that lack APIs, thanks to the Servicetrace acquisition. It should be available next year. 

  • Einstein conversation mining. It uses Natural Language Processing (NLP) to pinpoint the widely prevalent types of engagement with clients and suggest how to optimize their processes, self-service channels, and knowledge base. 

  • Messaging for In-app and web.  Clients can begin a conversation via SMS, WhatsApp, in-app, or on a website and pick the thread where it was left off (even if the window is closed/toggle between app and browser, without the requirement of rehashing conversations, etc). 

  • Visual remote assistant.  Two-way video and audio between support team or field technicians and clients, forging deeper bonds and curated experiences for consultations with all types of professionals who can solve issues even if in remote locations. Isn’t this great? It’s particularly useful in this era of Covid – 19 and physical distancing. It’s already out for use. So use it now if not already doing so. 

  • Workforce Engagement Intraday Management. It bridges the distance between the predicted task and real manpower requirements. Brands can enhance the client experience and team spirit by playing with staff schedules when things go askew such as a bad weather incident such as heavy rains in Bombay / Delhi and there is a rise in inbound calls. 

  • Service cloud voice.  Updates will collate phone, digital channels, and CRM data in a single view for the team. More news will be available at the Dreamforce event later in the year. 

About the Author

Mohit Sharma

Mohit is Practice Lead, 4x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.

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