Salesforce, the global leader in CRM, has introduced the next generation of Service Cloud — technology to support changing customer service expectations and provide connected, personalized service on one digital engagement platform.
Salesforce made updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant and more.
Salesforce will be announcing the price related details during the timing of the availability of the services.
According to a Forrester report authored by Kate Leggett, VP Principal Analyst, Forrester, “Customer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability.
Service Cloud Voice brings together phone, digital channels and CRM data in one central view for service agents, and offers the agent real-time call transcription and AI-powered guidance on recommended next steps.
Customers can connect their existing phone systems into Service Cloud Voice with Service Cloud Voice for Partner Telephony, creating a unified agent and digital channel experience to deliver faster, smarter and more personalized service.
Service Cloud Workforce Engagement is a workforce planning product that uses artificial intelligence to help service leaders predict how many requests will come into the contact center, and on which channels — including phone, email, web chat, text and social.
Service leaders can intelligently plan staffing needs, matching agents to work based on their skills, availability and shift preference. Agents have a single workspace that integrates data, as well as real-time coaching and on-demand training with myTrailhead, an online learning platform integrated directly into Service Cloud.
Eighty-one percent of service decision makers report that they are accelerating digital initiatives, and in the past year Einstein Bot conversations surged 706 percent, while service channels like chat, messaging apps and video support saw double-digit adoption gains.
Einstein Bots are intelligent chatbots that simulate human conversations and can resolve common issues like processing a return or checking a flight status. They empower agents to devote more time and resources to complex problem-solving and customer interactions. In a few clicks with Salesforce’s low-code capabilities, customers can deploy a new chatbot by leveraging Pre-Built Einstein Bots to assist with service requests.
Sectors including food service, manufacturing, sanitation, and utilities in particular are increasing their use of Salesforce Field Service to prepare for the surge in infrastructure and servicing demands.