Summer ’22 Enhancement in Service Cloud

[{"selector":"#anim-588905b7-8514-40cf-a413-80cb953e8397","keyframes":{"opacity":[0,1]},"delay":250,"duration":2000,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-75d0150c-6b0f-43ef-9b6e-f5e965908ac6","keyframes":{"opacity":[0,1]},"delay":500,"duration":2000,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] @SalesforceCodex Gray Frame Corner Learn more

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

[{"selector":"#anim-1985eea5-9b5e-4912-b082-b6c876ff7486","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-35dbd3cb-e443-4504-bc37-e4427db8df4f","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

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.

[{"selector":"#anim-756e1607-e61c-4e92-943a-b9dc8e86f3d6","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-44069f30-e0a9-42bc-a5a4-e30b92fb7a42","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

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.

[{"selector":"#anim-99f25d92-b56b-4514-b352-126f126bf3a7","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-a5e8c8e9-4fc1-4a0e-a4ca-0ffb8ade38bf","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

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.

[{"selector":"#anim-f7c42b75-1f48-4c4b-b13e-cf48c6feb719","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-e97601ad-04f0-4959-852f-d9d0c4e81c68","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

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.

[{"selector":"#anim-4be9ddcb-ff5e-49ec-807f-15fc47e886b4","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-202f4644-0ea5-43bd-b3d0-d7281ef74d3c","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

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

[{"selector":"#anim-6ac71be9-ea2f-4d02-93d6-882be05e9539","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-eb9e399b-4f99-4e3f-994e-d8395dde44f8","keyframes":{"opacity":[0,1]},"delay":350,"duration":1500,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] 0218 White Frame Corner White Frame Corner

Thank You

[{"selector":"#anim-79d0dbb3-90ac-4564-b98a-ac4c1427155c","keyframes":{"opacity":[0,1]},"delay":250,"duration":2000,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-2d288219-66cc-4959-9ed0-cb13b6569db8","keyframes":{"opacity":[0,1]},"delay":500,"duration":2000,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] [{"selector":"#anim-2b3b903c-539b-45e4-bae4-d8222a2828ad","keyframes":{"opacity":[0,1]},"delay":250,"duration":2000,"easing":"cubic-bezier(0.4, 0.4, 0.0, 1)","fill":"both"}] @SalesforceCodex Gray Frame Corner

Summer ’22 Enhancement in Service Cloud

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

Swarming

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.

Enhanced Scheduling and Optimization

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.

Intraday Management

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.

Omni-Channel Supervisor Enhancements

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.

Messaging for In-App and Web

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

Einstein for Service

Thank You

Click here to see more