Salesforce has introduced a range of new Service Cloud tools to boost agent efficiency and scale support. The updates feature new out-of-the-box components, an advanced automation tool, and a new app to help organizations maximize their service capabilities.
These innovations include enhancements like Identity Verification and Business Rules Engine, which streamline processes and enable faster decision-making.
Additionally, the My Service Journey app offers tailored guidance for discovering and implementing new features, ensuring companies can fully leverage their Salesforce investment.
Table of Contents
Here are the standout new Service Cloud Tools
Service Innovations for Service Cloud
- Identity Verification: Streamlines customer identity checks within the Service Console.
- Actions Launcher: Quickly initiates workflows like date changes or service requests.
- Engagement Timeline: Tracks customer interaction history to resolve issues faster.
Business Rules Engine (BRE)
- No-code Automation: Allows users to create and update business rules without IT support.
- Dynamic Case Routing: Automatically directs cases to appropriate support queues.
- Agile Adaptation: Quickly adjusts to changes in organizational guidelines and processes.
My Service Journey
- Capability Discovery: Guides users to features that align with their business goals.
- Deployment Best Practices: Provides detailed instructions for implementing new capabilities.
- Key Metrics: Offers metrics to track the success of deployed features.
Another important detail to note
- Salesforce customers with Service Cloud or Sales Cloud editions (excluding Starter) can join the open beta for My Service Journey for free.
- Service Innovations and BRE are available with any Service Cloud edition (excluding Starter) by assigning specific add-on licenses or enabling permissions.
Want to leverage Salesforce to its fullest? Opt for Salesforce consulting services and boost your business growth.
