Service Cloud: Top Salesforce Summer ‘25 Features

The heat is on – and we’re not just talking about the weather! It’s release time once again, and the deployment of Summer ’25 onto your orgs is just around the corner, turning up the temperature with a fresh wave of new Service Cloud features.

This release is jam-packed with features focused on making support easier for both agent and customer, all while maximizing the power of AI and improving the UI. So grab your favorite iced drink, find some shade, and let’s explore the hottest Service Cloud updates of the season.

1. Agentforce and Einstein

Starting with our AI-related Salesforce features, here are some of the notable new features that come with Summer ‘25.

• Agentforce Employee Service: Take advantage of the Agentforce Employee Service template with its predefined topics and actions to build an agent that can handle common employee requests (like checking leave balances, generating employment verification letters, etc.) in one place. Always on and fully automated, this self-service agent delivers fast and accurate support to free up some time for your HR team to focus on more complex tasks.
• Sharing Data Category Selection with Agentforce Service Agent: Pass users’ data-category selections to Agentforce Service Agent in real-time so it can narrow its Knowledge Base queries and suggest precise answers faster.
• Follow-Up Service Email Prompt Template: Service reps can take advantage of this new prompt template in Prompt Builder to instantly generate friendly, on-brand follow-up emails for customers who haven’t responded.
• Custom Lightning Types for Agent UI Customization: Use custom Lightning types and LWCs to tailor Agentforce’s action inputs and outputs in Lightning Experience, ensuring chat responses render exactly as needed for a more intuitive, user-friendly interface. Below are two views of an agent action’s output UI, with one being the default interface and two being the enhanced interface after applying custom Lightning types. Definitely easier on the eyes!

2. Salesforce Go

If you haven’t tried My Service Journey yet, keep up because we have another discovery tool out! Salesforce Go is a bit like a combination of Service Setup and My Service Journey. You can explore, enable, and configure service features, as well as track their usage. It also offers helpful resources and links to Salesforce help, promotes watching videos and interactive tours, and recommends Trailhead modules to guide you through setting up. 

The interface feels noticeably different from My Service Journey or Service Setup Assistant and somewhat inconsistent with the rest of Salesforce – hopefully, something that will be refined in future updates.

In this scenario, I opened Salesforce Go and selected Case Management from under “Get Started With Service Cloud”. All it took was a single click of a button for the system to start setting up Case Management from scratch. Every step shows a green check icon when finished and a yellow exclamation point if it needs your attention.

The “Review” link to the right of each action opens a new tab that leads you to the part of Setup where Salesforce Go applied changes. For example, clicking “Review” for “Create Sample Queues” led to Setup → Queues.

On the right-hand side, you can also click on a link to a video, which lets you see Case Management in action. The video does not open in a new tab but in the same window within Salesforce.

Since it’s a gold mine of resources, this makes it easier to share with stakeholders to help decide whether or not a feature is the right fit for your business. You can even purchase add-on licenses for some features directly from Salesforce Go (as long as you have turned on the Your Account app)! My Service Journey also links out to Salesforce Go, so it’s even easier to set up and configure while you’re discovering capabilities on the former.

3. Knowledge

We all know maintaining a good Knowledge Base involves constant change and improvement, which is easier to do when users can easily provide feedback and the right teams are notified to take action. With Knowledge Feedback now generally available, you can collect insights on your articles, assign them to the appropriate people or teams, and make updates that keep your content relevant. This also ensures Agentforce will keep delivering accurate and helpful responses!

To enable, make sure you have Knowledge and Surveys enabled, then go to Enhanced Knowledge Settings from Setup. This should give you a new object altogether: Knowledge Article Feedback.

Salesforce has also enhanced the article experience with a new component that brings a classic concept to life: the Table of Contents. This component automatically creates a table of contents for your article records (yes, even the existing ones!), but do note that it applies only to those in HTML format. You can configure this by simply adding the Knowledge Article Table of Contents component through the Edit Page.

Salesforce also improved the Lightning Article Editor again by making paragraph spacing consistent across edit and view modes along with improved translations, ensuring a smoother experience for multilingual content. You can now easily add Quick Text to your articles as well!

4. Feedback Management

Surveys have to be visually engaging so users don’t feel like it’s a chore to accomplish. Adding ratings to your survey questions is common, and Salesforce has recently added the Dynamic Emoji as a rating icon.

I once came across a community post where a user wasn’t too thrilled with the static emoji option – five identical faces that made it hard to tell the difference. While the idea was to treat them like star ratings and focus on the number, I get why that could be confusing. The user wished they could upload custom icons instead (ahem… maybe in one of the future releases?). 

Dynamic Emoji solves this by displaying distinct expressions that range from sad to happy, making it much clearer and more intuitive for participants. You can even adjust the rating scale and choose from 3, 5, 7, or 10 faces – all different emojis!

Survey participants can now see how far they’ve come with a visual progress bar that displays the completion percentage. It might seem like a small addition, but it makes a big difference – especially for longer surveys. Without it, the experience can sometimes feel endless!

Users can now upload up to 20 attachments per survey, which is double the previous limit of 10. These attachments can be spread across multiple questions or concentrated in a single attachment question. This added flexibility allows respondents to provide more context and detail. Just keep in mind that to enable this extended limit, you’ll need either the Feedback Management – Starter or Feedback Management – Growth license.

Another feature that can help improve response rate is the ability to enable Compatible URLs. These URLs are less likely to be blocked by security apps, helping your invitations land successfully and boosting the chances of getting responses. This can be configured from Setup → Survey Settings.

6. Employee Service

Employee Service in this release streamlines every step of your internal support lifecycle with ready-to-use templates, automated program tracking, and seamless self-service. Enablement admins can kick off common HR workflows like onboarding, offboarding, medical leave, relocation, and more using a library of prebuilt program templates. You can even embed surveys directly into enablement programs to collect feedback as employees move through each step, ensuring your initiatives stay relevant and effective.

HR leaders gain deeper analytics and integrations with real-time Service Insights dashboards that help visualize case performance and satisfaction scores. Aside from these, check out the other new Employee Service features that come with this release!

7. Entitlements and Milestones

By now, we all know Salesforce has a habit of switching up naming conventions, and Entitlements seem to be next in line. Entitlement Management is now SLA Management on its new simplified, more intuitive interface that reduces configuration steps. Currently in Beta, this new setup experience is designed to be more accessible, allowing you to define rules that automatically mark milestones as complete. To try it out, head to Setup → Entitlement Management → Simplified SLA Setup.

This new setup also comes with the ability to automate entitlement mapping so entitlements are attached to cases, work orders, and incidents based on predefined rules. Once you’ve enabled the simplified SLA setup, you can then configure mapping through Setup → SLA Policies.

Have you ever felt like case comments are too plain, and wish they could be a bit more customizable for the sake of providing more context or insight? What if I told you we can now have rich text-enabled case comments? Count me in! You can now use rich text formatting (like bold, italic, underline, and bulleted or numbered lists) in case comments to capture more insightful and actionable customer feedback. This is a delivered idea, so you know a lot of users requested this. Users with the Customize Application permission can enable it by going to Support Settings and selecting “Enable Rich Text for Case Comments”.

7. Routing

Omni-Channel routes work to the right agents based on availability and skill, and are widely used by businesses to help their service teams stay efficient. This release came with several new features for Omni-Channel, so some Salesforce orgs are now automatically upgraded from Standard to Enhanced Omni-Channel. Note that this applies to orgs on Hyperforce without Service Cloud Voice enabled. To qualify, the org must also have no active Standard Messaging channels or LiveChatTranscript records from the past 90 days.

Estimated Wait Time (which used to only work for queues) now works for skills-based routing as well. Calculations have changed, using a weighted average of recent, same-skills work, ignoring other irrelevant skills, and weighting newer items more heavily. So, even a single accepted work item produces an estimate (no more 10-item minimum for work items accepted). 

Onto new features for supervisors: they can now translate active or past messaging conversations – regardless of the customer’s or agent’s language, into their preferred language, removing language barriers and ensuring complete oversight of every interaction. Also, real-time monitoring of emails between customers and Agentforce Service Agents can now be done by supervisors to ensure these AI Agents are actually providing quality service!

8. Customer Experience Intelligence

Remember how we mentioned rich text enabled comments above? If you have Data Cloud on and the Customer Experience Intelligence add-on, listen up because these rich text comments can be used in Customer Experience Intelligence to capture insights from your customer interactions. Note that images and videos still won’t be processed by the LLM (hopefully soon though!), but either way, the enhanced text can still greatly improve your analysis and responses.

It’s easier to get a clear understanding of how satisfied your customer is when CSAT scores are normalized. By “normalized”, Salesforce means a consistent scale of 0 to 5, even if the survey your customer completed used a different scale. For example, if your customer answered 6 on a scale of 1 to 10, it would translate to a CSAT score of 3. 

Note that users need the CRM Analytics user and the CXI Analytics user permission set to see the normalized CSAT scores, apart from having Feedback Management enabled as well.

9. Channels: Email, Messaging, and Voice

• Email: You now have the option to notify senders when their emails can’t be processed by Email-to-Case. Sending emails from case records looks a lot like the Lightning Article Editor now, as we switch to the Lightning Editor for Email-to-Case.

• Messaging: Service reps can now translate live and past chats into their preferred language, collaborate with multiple agents in a single conversation for complex issues, guide customers through structured WhatsApp Flows, and send automated post-chat surveys right within the messaging window immediately after an interaction.
• Voice: Service reps can now have their own direct inward-dialing (DID) numbers, which are unique to each of them, allowing for personalized inbound and outbound calls without having to set up routing configurations. Measuring rep capacity for Voice with status-based capacity, which was in beta last release, is now generally available. Managing calls hands-free is now easier as it supports more headset brands.
• Chat: Legacy Chat is scheduled for retirement on February 14, 2026.

Summary

That’s a wrap on Salesforce’s Summer ’25 Service Cloud release! This update sure does emphasize smarter and more proactive support. Beyond the AI-powered features relating to Agentforce and Einstein, or survey upgrades and SLA Management entitlement mapping, this update also brings friendlier, more intuitive interfaces.

Add in smarter voice capacity and a lot of subtle usability tweaks, and you’ve got a release that not only ramps up productivity but also makes the experience a little easier on the eyes. This is sure to keep your service team cool under pressure (and this summer heat)!

Which features are you most excited to try? Drop your thoughts in the comments below!

Read More

• 13 Hottest Salesforce Summer ‘25 Features For Admins
• 8 Salesforce Summer ‘25 Updates for Developers
• 10 New Salesforce Flow Features in Summer ‘25
• Sales Cloud: Top Salesforce Summer ‘25 Features
• 15 Summer ‘25 Updates Salesforce Marketers Need to Know