Today, Salesforce has announced their next generation of Service Cloud, for a remote, digital-first world. Service Cloud 360 strengthens 4 existing Service Cloud feature sets – Service Cloud Workforce Engagement, Einstein Bots, Service Cloud Voice, and Visual Remote Assistant.
several features are now generally available, and others we can expect to roll out over the coming months. Here’s an overview on what we know so far. A month after Sales Cloud 360 was announced, what does Salesforce have lined up on the service side?
Service Cloud Voice
What does the “Contact Center of the Future” look like? Salesforce are continually striving to be at the forefront of CRM and telephony integration.
Service Cloud Voice unifies telephony (phone), digital channels (eg. email, social), and CRM in real time by:
Providing one central view for service agents,
Offers real-time call transcription and AI-powered guidance on recommended next steps to the agent.
Agents are being tasked with handling an increasingly diverse range of channels.
Service Cloud Workforce Engagement
Also in ”The Contact Center of the Future” category is Workforce Engagement.
For the service leaders, it’s an engine that supports workforce planning. Leveraging AI, managers can predict how many requests will come inbound to the service team, on which channels. Knowing in advance whether support requests will flood in through phone, email, web chat, SMS, or social is a huge advantage (and potentially a competitive edge for your brand down the line!)
Service Forecast for Customer 360
Omnichannel Capacity Planning
And for the service agent, it’s a single workspace that integrates all the data, systems, and coaching they need to deliver personalized service and resolve issues quickly. The name Salesforce originally picked for this is “Personalized Agent Engagement”:
trailhead integrated directly into the Service Console.
Provides real-time coaching and on-demand training from anywhere.
Quickly onboard and continually train agents by delivering bite-size, guided learning paths.
Chatbots are all about automating digital service and diverting low-level requests from your agents, who should be freed up to take care of the more complex, more fulfilling support queries.