Salesforce has announced newly reimagined features and innovations for its Service Cloud solution. This “new generation” of Salesforce Service Cloud is designed to accommodate changing expectations in customer service and provide organizations with the technology they need to accommodate the needs of employees and customers alike from a single digital engagement platform. Salesforce announced these new Salesforce Service Cloud Features alongside its Success Anywhere World Tour.
Salesforce is a global provider of CRM solutions designed to help companies of all sizes and industries embrace digital transformation and create a 360° view of their customers. The company’s cloud-based software solutions provide organizations with services like customer relationship management, customer service, marketing automation, analytics, application development, and more. With Service Cloud, Salesforce offers customers an all-digital engagement platform capable of connecting all their channels.
The innovations coming to Service Cloud include updates for Service Cloud Voice, Workforce Engagement, Pre-Built Einstein Bots, and Visual Remote Assistant. Together, these features will help users create unified agent and digital channel experiences, deliver better customer service, plan staffing needs, provide immediate customer assistance over video chat, and more. Service Cloud Workforce Engagement and the updated Service Cloud Voice functionalities are expected to release in June 2021, while the Visual Remote Assistant is available as of April 21st, 2021. The Pre-Built Einstein Bots are in beta and are predicted to launch in October 2021.
Clara Shih, the CEO of Service Cloud at Salesforce, says that “We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment. While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.”
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