Salesforce Enhances Service Cloud with AI-powered Automation for proactive and quick service teams

The megacorp Salesforce has recently announced new AI-powered Workflows and Contact Center information in Service Cloud to offer a seamless experience for service teams and customers.

With the new inbuilt workflows in the Customer 360 platform, service teams will be able to forecast, route, and find solutions to their customer needs, even before the customer identifies the problem.

In addition to this, this new digital contact center transformation for video, voice, chat, and employee engagement will also provide smooth experiences for the service team and customers alike.

The idea behind this innovation is to provide a platform that can automate less important and repetitive tasks, allowing service agents to focus on complex problems and resolve them faster, building trusted relationships with customers.

Hence, features like Swarming in Slack, Incident management, Extended contact center capabilities, and Omnichannel routing in Flow are introduced in Service Cloud to strengthen customer experiences.

Let us know more about these features in detail-

Workflows powered with AI for scaling up service teams

As per a study, around 90% of the customers trust companies that respond quickly and effectively during a crisis. To deal with market disruptions Automation and AI-powered workflows can help organizations respond and resolve issues quickly.

Keeping this in mind, the new workflows are equipped with the following capabilities-

• Customer Service Incident Management- With this, service teams can expedite resolution faster by detecting, Diagnosing, and responding to market changes. This will help teams to proactively notify customers about the problems and win their trust eventually by displaying transparency in the process. Also, Swarming in Slack brings designated internal and external experts from various departments together with external partners to associate and solve major escalations. And lastly, integration partners such as Pagerduty, Datadog, Jira, and Cadalys with service management Workflows offer a complete incident management solution.
• Omni Channel Flow- This feature is built on the Salesforce workflow platform and enables teams to create complex rules for routing data, messages, calls, and chat across teams and various other departments. Service Cloud being inbuilt with Einstein Case Classification, Omni-Channel, and Einstein Article Recommendation in Flow will now be able to analyze the incoming cases and then automate routing to the right agent or teams.
• RPA for Service Cloud- The recent acquisition of Servicetrace by Salesforce has enabled service teams to automate repetitive tasks like write-ins and look-ups that do not have APIs across the legacy system.

Digital HQ for effortless experiences

Whether working in a hybrid, remote or on-site environment, service agents need a Digital HQ to bring together their work engagements, workplaces, voice capabilities, and Slack to establish connections with their customers, employees, partners, and apps on the screen. Here are the new features of the Contact Center for providing effortless experiences-

• Einstein Conversation Mining- To improve and optimize service channels and Knowledge bases continuously with Natural Language Processing.
• In-app or Web Messaging — This feature allows customers to start an uninterrupted massaging experience on their mobile app or the Website and continue interaction from where they left.
• Visual remote Assistant — Enables agents, customers, or even field technicians to connect face to face with two-way video and audio conversations.
• Workforce Engagement Intraday Management- This feature enables companies to reduce and adjust the work predicted and actual workforce requirements.
• Service Cloud Voice- This new feature amalgamates phone, all digital channels, and CRM data in one central workspace for service agents. At present, Service Cloud Voice integrates with 10 partners in Salesforce AppExchange.

Final Thoughts

All the innovations of Service Cloud will be generally available after the Winter ’22 release except RPA, which will be generally available after 2022. Apart from that. Visual remote assistant is now available for all users.

And if you wish to implement Service Cloud capabilities into your organization, you may talk to our skilled developers at Outsource Salesforce and get started with the best Salesforce Consulting Services today. Get in touch with us!