Service Cloud was one of the original Salesforce “cloud” products that continues to grow in scope, year on year. The demands that customers place on organizations continues to grow, resolutions are more complex, and speed captures the zeitgeist of the “new world”.
Agents and their leaders are battling a variety of issues, staffing shortages, supply chain issues, and more channels customers wish to reach you through. This is why Salesforce have worked to revamp the underlying platform architecture – after all, milliseconds matter in delivering customer service.
In case you missed it, here are the key takeaways from Dreamforce ‘22 when it came to Service Cloud.
Service Cloud Genie
Salesforce Genie paves the way for highly personalized customer experiences, delivered in real-time.
Genie ingests and stores real-time data streams at massive scale, and combines it with Salesforce data. The aim is to reconcile all the many identities one individual could have across the hundreds of apps your organization uses. The result? A single, cleaned record for each individual customer.
Contact Center Genie is your command center for everything about the customer. With the Service Console, view the customer’s interactions, real-time purchases, key details, and the predicted next best action agents should take, served up by Einstein:
The Service Cloud Genie release wraps other new features, including:
- Frontline Service.
- Automated Case Resolution.
- WhatsApp-First Business Messaging.
Frontline Service
One for Field Service, ‘frontline’ service teams (i.e. those out ‘in the field’ physically servicing customers) supported by Genie:
“Field service teams can now boost asset uptime and increase customer satisfaction with proactive frontline service.” (source)
A big part of the Field Service offering is the mobile app. Genie is now bringing greater insights, even to mobile app users.
See Field Service features and add-ons here.
Automated Case Resolution
Again, Genie is feeding even more data (in real-time) to improve case resolution.
WhatsApp-First Business Messaging
WhatsApp will now integrate with Salesforce Customer 360 to allow organizations to connect with their customers and streamline communication through the WhatsApp Business Platform API.
Flow Automation Packs
Automating the life cycles of various tasks — like managing incident tickets and customer onboarding processes. Again, being pre-built, means that you can get up and running faster.
Slack Canvas for Service
Alongside a Slack channel you have a Canvas. Slack canvases are described as a “surface to capture and share knowledge [with] the ability to access and take action on Salesforce data directly in Slack”.
For service teams, Slack canvases can be used for, but not limited to:
- New hire onboarding.
- Incident reports.
- And much more!
Service teams will also appreciate the enhanced Slack huddles, now with video and screen share capabilities. Still light-weight, huddles are perfect for case swarming:
