Service Cloud: Top Salesforce Spring ’25 Features

It’s release time once again! It feels like such a short time has passed since the last one, but Salesforce isn’t slowing down with advancements and improvements!

As we dive into Salesforce’s Spring ‘25 release, Service Cloud users have a lot of new things to look forward to. This update introduces several enhancements that highlight AI capabilities in optimizing businesses’ customer service operations. With that said, let’s uncover the next wave of Service Cloud features designed to elevate your customer service strategy into an effortless experience.

1. Agentforce

Agentforce is Salesforce’s latest significant enhancement in this release, aiming to revolutionize customer service by integrating human agents with advanced AI capabilities. This is designed to drive customer success through more personalized and efficient interactions.

• Real-time oversight of AI-driven interactions: Supervisors can now monitor live messaging sessions (including Enhanced Messaging and Messaging for In-App and Web sessions) involving Agentforce AI agents and customers. This can be done from within Omni Supervisor – just add the tab for AI Agents on your supervisor configuration.

Sometimes there are conversations that cannot be handled solely by AI. To flag these kinds of conversations that require human intervention, the Raise Flag action can be incorporated into the AI agent’s configuration. Supervisors can then lower the flag and seamlessly transition flagged conversations to human reps, ensuring a balanced approach to AI-supported customer service.

• Share search context with Agentforce Service Agent: Speed up query resolutions by sharing real-time search queries from site visitors with the Agentforce Service Agent. When this is enabled, it taps into your Knowledge Base to suggest answers to users on the spot, giving them quicker and more accurate support with context-driven conversations.
• Agentforce now supports Japanese: This is in addition to English, French, German, Italian, Portuguese, and Spanish.
• Agentforce Service Planner (Generally Available): This was one of the Service Cloud announcements at Dreamforce ‘24 and is an AI-driven tool that automatically generates step-by-step resolution plans tailored to individual cases. It acts as an assistant during case handling by drafting a plan with suggested steps, and it can even summarize the case!

2. Einstein

If you’re already using Einstein in your org, then you may already be familiar with Einstein Conversation Mining. Previously, it supported channels like Chat, Email-to-Case, and Web-to-Case, but with this release, Voice is now part of the mix!

Speaking of new support, Einstein Conversation Mining now extends its language capabilities to French, German, Italian, and Spanish across all channels, expanding from its previous support of only English.

With Einstein Service Replies now compatible with Prompt Builder, this release now enables you to customize Service Replies for Email. Personalize the default Einstein Service Replies for Email prompt template and make your emails informative and relevant to your own case and Knowledge Base.

Einstein Work Summaries

Now on to several updates with Conversation Catch-Up, which creates an AI-generated summary of a conversation when an agent or supervisor joins an active voice call or messaging session and has to gain context quickly.

Previously supporting only French, German, Italian, Japanese, and Spanish, it now also supports Dutch, Mexican Spanish, Portuguese, Brazilian Portuguese, and Swedish. How’s that for global support? It now also includes rich content messages, with summaries finally having the capability to include choices and choiceResponse messages from previously including only static.

3. Employee Service

Some features have been renamed here:

• Employee Portal: Previously Employee Hub
• HR Service Console: Previously HR Service Workspace

These features apply to Experience Cloud, and the newest one is Alumni Portal. Alumni can access this to explore knowledge articles for solutions to common issues, easily navigate frequently used resources, and even connect with fellow alumni. They can also customize and manage profile information. The Alumni Portal template can be customized to align with the specific needs of your org.

The Feedback Management feature now allows automatic surveys to be sent to employees when their case is marked as closed. Survey responses offer actionable insights to enhance the employee service experience.

Other key enhancements include:

• The Timeline component in Employee Portal for personalized service and event tracking.
• CSV file import: A new way to easily create employee records
• The Navigation Tiles component for engaging navigation in Employee and Alumni Portals.
• Personalized enablement programs for various employee life events, accessible through Employee Portal.
• An updated Work Guide component for better tracking of approval requests is now in the Approvals tab of the case details page.

4. Service Insights

Wouldn’t it be great to make smarter service decisions? This can be made possible with insights into your service trends, agent activity, and customer satisfaction across all your channels. Case dashboards, CSAT dashboards, and Agentforce dashboards give you a clear view of your team’s caseload, customer satisfaction scores, and service agent performance.

5. Channels: Email, Messaging, and Voice

• Email: Reps using Einstein Draft can write their own instructions to customize email drafts for tone, length, and content insertion.
• Messaging: Service reps can now send attachments from mobile, set up a fallback message in case messaging service goes down, and send outbound messages from Contact, Account, or Lead pages. Messaging window size and fonts can also now be customized to match your brand. Einstein Article Recommendations help reps resolve cases faster with relevant articles in real-time.
• Voice: You can now measure rep capacity for Voice with status-based capacity, disconnect unnecessary voice call recordings to tidy up record pages, and manage calls directly from your headset for a smoother workflow. Use Omni-Channel Unified Routing to route voice calls alongside other channels and similar to messaging above, Einstein Article Recommendations in real-time to help reps resolve cases faster.

6. Knowledge

Keep your knowledge management on point with these updates! Unified Knowledge lets you bring together articles from internal and third-party sources into Data Cloud, making your knowledge base more accurate and AI-friendly for faster, personalized service. Data Cloud connectors can be used here.

Do you need to get more people or stages involved in your Knowledge approval process? You can now build multi-stage approval processes with Flow Orchestration to ensure quality and accuracy.

Don’t forget to turn on the new Lightning Article Editor which makes creating and editing articles a breeze. Plus, Einstein Knowledge Edits use AI to polish grammar, readability, and conciseness.

With Article Personalization, you can create custom visibility rules that hide or show fields based on the user, user permissions, and record. Salesforce Admins customize knowledge articles by controlling which parts of an article are shown or hidden from specific audiences. This way, service agents interacting with the content find answers faster, as they see only what they need to see.

7. Entitlements and Milestones

With the last release, Salesforce has given us the capability to automate standard milestone actions through flows. This time, they have expanded on that by making flows automate milestone completion. Completion status can be based on specific criteria involving relevant fields or case status. 

Aligning with analytics enhancement, we can now also create custom reports with the Case Milestones report type! This would be a big help in SLA tracking and management, as the reports would involve case milestone fields.

8. Routing

Reps can transfer Voice calls and Messaging sessions using Omni-Channel, but for other types of work, changing the Owner field on a work record is the way to go. With this release, the Reassign button is introduced, allowing transfer to different queues, service reps, AI agents, skills, and Omni-Channel flows. When the work is reassigned, Omni-Channel routes the work to the new destination. Note that this is available only in Enhanced Omni-Channel.

Good news for supervisors – Agentforce can now be used as an assistant in managing the workforce more effectively. Supervisors can chat with Agentforce to request assigning idle agents to busier queues, adding and removing skill assignments, or changing user skill levels. At this point, Agentforce could really be a user’s partner in everything!

Back when I worked as a Salesforce Support rep, managing work items could get overwhelming. Everything assigned during my downtime could flood in without any groupings, making it hard to know where to start.

I used to wish for a feature like this Omni-Channel sidebar update – it could be very helpful for reps who can now use the collapsed Omni-Channel sidebar to quickly check and adjust their statuses. Updated work items, whether auto-accepted or resumed after being paused, are neatly displayed here. The new organization makes all the difference: assigned work comes first, then opened work, and paused work last. Within these groups, the most recently updated items appear at the top, so you can prioritize easily.

9. Feedback Management and Customer Experience Intelligence

Surveys no longer need to be completed from start to finish in order to gather data from it. Now, you can capture responses from partially completed surveys seamlessly. Participants can pick up right where they left off, even if they didn’t manually pause before exiting.

Salesforce as a whole is already a great tool for managing customer data and insights. With Customer Experience Intelligence, you can collect customer data from surveys, voice, chat, and cases to understand their behavior and preferences, then view trends and insights in CRM Analytics dashboards to boost engagement. A number of improvements have been made to Customer Experience Intelligence to help boost efficiency.

10. Service Adoption

With My Service Journey in beta with the previous release, this is now Generally Available with Spring ‘25. We’ve tackled the comprehensive viewing of your org’s capabilities and possible upgrades before, which you can now view as a Journey Map. I find this to be a good visualization of what your org needs versus what your specific business goals are.

Summary

That’s it for introducing Salesforce’s Spring ‘25 release updates for Service Cloud! Agentforce capabilities and AI-related advancements are still the major ones for this release, but while the rest of the features may seem smaller in scale, they still contribute greatly to making support smoother and more efficient for both rep and customer.

What other new Service Cloud features have you spotted that are worth adding to the mix? Let us know in the comments!

Read More

• 14 Hottest Salesforce Spring ’25 Features for Admins
• 6 Salesforce Spring ‘25 Updates for Developers
• 10 New Salesforce Flow Features in Spring ‘25
• Sales Cloud: Top Salesforce Spring ’25 Features