It uses AI for predicting how many requests will come into a contact center and from which channels, which can include email, webchat, phone, text, or social. Service Cloud Workforce Engagement: Salesforce introduced this feature as a product for workforce planning.This saves the agents time to work on resolving more complex issues. Einstein Bots: New version of Service Cloud introduces pre-built Einstein Bots, which is the chatbot feature for customers to get answers to their common queries.It provides customer service agents with a unified view of all data to come up with a personalized way to engage with customers. Service Cloud Voice: It is the service that helps to bring the phone, digital platforms, and customer data together.Here are these exciting new features added to the Service Cloud: The new features are introduced to help agents close deals faster and modernize contact centers to speed up operations for customer service. Salesforce has enhanced these features to enable customer service representatives to deliver customer experiences and improve engagement. Revamped features of Service Cloud center on improving remote collaboration, allowing customer service teams to deliver personalized digital engagement while they work from home.
The new features are added to Service Cloud to walk in parallel to the new reality everyone is living in during the pandemic. Visual remote assistance saves photos and transcripts so that other service agents can see the visual history for Sara in any future service interaction with her.Salesforce introduced the next generation of Service Cloud 360 that includes improvements in Einstein Bots and Cloud Voice. They can both verify the reading on the unit after it is completed. Throughout the interaction, Sara and Charlie have the same view as they remotely resolve the issue together. Sara is directed to the right buttons for adjusting the temperature. The service agent then uses augmented reality annotations to interactively guide Sara. Sara then takes a picture which allows Charlie to view and process the image using character recognition to transcribe the text. He asks Sara to view the asset tag on the unit so he can confirm they are referencing the correct water heater. Sara receives a text which directs her to a web page that commences the video conversation. By using the visual remote assistant, Charlie is able to walk through the issue in real-time. Charlie then offers to transition the conversation to video to provide interactive visual support. Once connected with Sara, service cloud voice transcribes Charlie’s conversation with Sara in real-time and Einstein recommends Charlie the next best action to follow based on what Sara is saying and what assets she has installed.Ĭharlie walks Sara through the process of adjusting the temperature on the unit, but Sara is not too sure about the heater’s buttons that Charlie is referring to.
She calls Brooklyn Water Heating through omni-channel in the service console and is immediately connected with the service agent, Charlie. She is having issues with her water heater and would like to make the water hotter. Let’s say, Sara, is a Salesforce customer. Let’s walk through an example of the visual remote assistant in action.
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