Salesforce announced Service Cloud Digital Engagement enhancements that will help contact centers unify unstructured, conversational data from disparate digital channels, departments, and devices – all within Salesforce platform. Built on the Einstein 1 Platform, these additions make it possible for service leaders to gain a more comprehensive view of customers to better deliver value in every conversation
Featured Enhancements
- Unified Conversations for WhatsApp, empowering service agents to access a customer’s unified profile and complete conversation history
- Omni-Channel on Mobile will give employees the flexibility to work on-the-go and respond to customers on any digital channel from the Salesforce mobile app while ensuring that all conversations are securely logged on the Einstein 1 Platform
- Bring Your Own Channel will give businesses the ability to integrate digital channels — such as KakaoTalk, Discord, Instagram, and TikTok — into Service Cloud through APIs and connectors. Data from these external channels will be unified and harmonized in Data Cloud, a core part of the Einstein 1 Platform, to provide a complete view of all customer interactions from any source
With Service Cloud built on the Einstein 1 Platform, companies can bring in sales, service, and marketing data on one platform to deliver more relevant customer experiences and drive business growth.
Kishan Chetan, EVP & GM of Service Cloud
Source: Salesforce
