Salesforce today introduced the next generation of Service Cloud — technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform. Today’s announcement includes key updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable across industries from retail to manufacturing.
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. For the first time, 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.
Businesses have had to rethink their operating model and create a more flexible workforce.
Service Cloud Workforce Engagement is a new 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 from anywhere with myTrailhead, an online learning platform integrated directly into Service Cloud.
Automating digital service
Einstein Bots are intelligent chatbots that simulate human conversations and can quickly resolve common issues like processing a return or checking a flight status. In doing so, they empower agents to devote more time and resources to complex problem-solving and customer interactions. In just 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.
Scaling field service
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– everything from elevator maintenance, lights and air quality systems as people return to work, to concert and sports venues, airports, and museums. These indoor spaces have largely sat vacant for the last 12 months, and require checks and maintenance before they are ready for prime time.
As companies continue to limit in-person interactions and prioritize employee health and safety, delivering trusted and effective visual support will remain important. Mobile technicians can reduce time on site by using Visual Remote Assistant, which allows technicians and agents to see what the customer sees through video support, so they can resolve complex issues from anywhere.
Pricing and Availability
• Service Cloud Workforce Engagement and Service Cloud Voice for Partner Telephony are expected to be generally available in June 2021. Pricing information will be made available at general availability.
• Visual Remote Assistant is generally available today.
• Pre-Built Einstein Bots are currently in beta and are expected to be generally available in October 2021.
