Summer ’22 Enhancement in Service Cloud

@SalesforceCodex

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Help service agents resolve complex or high-severity cases faster by  collaborating in Slack. Using an out-of-the-box workflow, agents can  automatically bring together the right experts from any department into a  dedicated Slack channel

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Swarming

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Increase visibility into scheduling with enhanced capabilities that are  built for performance, precision, and scalability. With more  transparency, customers can gain more accurate results faster.

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Enhanced Scheduling and Optimization

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Empower supervisors to take immediate action to optimize agent schedules  and close the gap between forecasted work and actual staffing needs  using a dynamic, real-time view of case volumes and trends.

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Intraday Management

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Supervisors can now listen in or  monitor transcripts for any ongoing call from Omni-Channel Supervisor.  In addition, if agents need assistance on a call, they can raise a flag  for help, and supervisors can assist with text-based whispers.

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Omni-Channel Supervisor Enhancements

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Harness the power of Messaging for In-App and Web and deliver a better conversation   experience for customers on your mobile app or website. Voice transfer enhancements, agent flags   and whispers, and supervisor barge-in provide more control and flexibility for your customers and   agents.

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Messaging for In-App and Web

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Go global with multi-language Reply Recommendations. Deflect cases     and improve case handling time by integrating Case Classification and  Article Recommendations    with Flows.

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Einstein for Service

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Thank You

@SalesforceCodex

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