Salesforce recently announced a new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, enabling agents to solve customer cases faster than ever before without compromising quality and helping companies easily scale support.
New features
- Service Innovations for Service Cloud, this bundle includes Identity Verification, Actions Launcher, and Engagement Timeline that can be added to the Service Console to help agents solve customer issues quickly. Salesforce customers with any Service Cloud or Sales Cloud edition except Starter can join the open beta for free by searching for My Service Journey in the App Launcher
- Business Rules Engine for Service Cloud, which helps service organizations automate decision-making faster to easily adapt to economic and technological changes and be more agile. Business users and admins can easily design and update specific instructions for systems to follow that align with organizational guidelines and processes (business rules) with a no-code builder and embed those rules within existing workflows without IT’s help. Service Innovations for Service Cloud is generally available today with any Service Cloud edition except Starter. To make the Service Innovations features available to Service Cloud, customers can simply assign the Industry Service Excellence add-on license and use the Lighting App Builder to add the components
- My Service Journey, is an app within Salesforce App Launcher that guides customers to discover new product capabilities that align with their business goals. Every capability includes detailed deployment best practices and key metrics to track after implementation. Business Rules Engine is generally available today with any Service Cloud edition except Starter. To get started, admins must enable the Business Rules Engine permission set
Every service leader wants to drive operational efficiencies and drive team productivity
Kishan Chetan, EVP & GM, Service Cloud
Source: Salesforce
