Salesforce Service Cloud’s latest innovations are out-of-box service components, an automation tool, and a new app for Service Cloud customers. They are designed to deliver personalized, and more efficient customer service.

By leveraging AI, improving case management, and integrating seamlessly with other systems, Service Cloud is setting a new standard for customer support. These new features are set to make a big difference in customer support.

With these updates, you can enhance your team’s productivity, improve customer satisfaction, and ultimately drive better results for your business. Let’s explore the blog to learn more about these innovations.

Why Salesforce Service Cloud’s Latest Innovation Matters

Customer service agents face a significant challenge in balancing the speed of service with the quality of the support they provide. According to Salesforce, 69% of agents report that achieving this balance is a major challenge.

This issue is becoming even more pressing as the volume of customer cases rises and customer interactions become complex.

Key Features Of Service Cloud’s Latest Innovation

Service Innovations

Service Cloud has introduced new components that can be easily added to the Service Console to help agents resolve customer issues more quickly. These include:

  • Identity Verification: This helps agents verify a customer’s identity.
  • Actions Launcher: This allows agents to start various processes quickly.
  • Engagement Timeline: This shows the history of the customer’s interactions.

For example, if a customer in the hospitality industry wants to change their travel dates, the agent can:

  • Verify the Customer’s Identity using the Identity Verification tool.
  • Check the Engagement Timeline to see if the customer has already tried to change the dates.
  • Use the Actions Launcher to start the date change process instantly if it hasn’t been done already.

All these actions can be done directly within the Service Cloud console.

Business Rules Engine

The Business Rules Engine (BRE) helps service organizations automate decisions quickly, making it easier to adapt to changes. Business users and admins can design and update business rules without needing coding skills. These rules, which guide system actions according to company policies, can be integrated into workflows without IT assistance.

For example, a bank can use BRE to:

  • Automatically route high-net-worth clients to premium support based on their portfolio size, inquiry urgency, and account status.

This makes the service process faster and more efficient.

My Service Journey App

My Service Journey is an app within the Salesforce App Launcher that guides customers to discover new product capabilities that align with their business goals. Each capability includes detailed deployment best practices and key metrics to track after implementation.

Availability

  • Salesforce customers with any Service Cloud or Sales Cloud edition (except Starter) can join the free My Service Journey beta by searching for it in the App Launcher.
  • Service Innovations for Service Cloud are now available. Assign the Industry Service Excellence add-on license and use the Lighting App Builder to add the features.
  • The Business Rules Engine is available now. Admins can enable it by assigning the Business Rules Engine permission set.

Wrap-up

These new features are more than just tools—they’re game-changers for your customer service operations. By integrating these capabilities into your Salesforce Service Cloud, you can enhance efficiency, improve service quality, and ultimately provide a better experience for your customers.

So, what are you waiting for? Dive into these new features and start exploring how they can benefit your business. And if you need any help or have questions, don’t hesitate to reach out to us at The Pinq Clouds. We’re here to help you make the most of your Salesforce journey and don’t forget to stay tuned with us for more Salesforce insights!