I attended the Service Cloud keynote today at Dreamforce 2016, and exciting new features were announced. Service Cloud now incorporates new technology such as Einstein and Salesforce messaging and existing clouds such as Analytics and Lightning.
One exciting demo showcased how an agent is able to communicate in multiple channels; they will also soon be able to communicate to customers through text, Facebook messenger, and other social tools. The demo also demonstrated the power of automations brought through messenger by having processes built to support FAQs. When the customer needs to directly converse with an agent, the workflow can automatically contact an agent to continue the conversation to solve the issue.
With Einstein and Service Cloud together, there are four main areas that can help agents and call centers to provide elite customer service. Einstein will provide:
- Discover insights
- Predict case close times
- Recommend agent responses
- Automate case classification
The Service Cloud keynote also introduced existing Service Cloud features such as Field Service and omnichannel interconnected with Einstein. There looks to be a lot of possibilities and new features with Service Cloud that can help call centers and tech service teams to streamline and automate their processes. It will be exciting to implement these new features and deliver more value to our customers in the coming year!
