Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better

Salesforce today announced new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, enabling agents to solve customer cases faster than ever before and helping companies easily scale support.

Why it’s relevant: Sixty-nine percent of agents say that balancing speed and quality is a challenge. And with the volume of cases increasing and interactions becoming more complex, companies need tools that help their agents work more efficiently without compromising quality. 

Innovation in action: All Service Cloud customers now have access to a suite of efficiency tools that help them automate processes and discover the right product capabilities needed to deliver better service at scale. These new out-of-the-box capabilities allow customers to get the most out of Service Cloud, increasing the return on their Salesforce investment:

• Service Innovations for Service Cloud: New, out-of-the-box components, including Identity Verification, Actions Launcher, and Engagement Timeline, can be added to the Service Console to help agents solve customer issues quickly. For example, if a hospitality customer needs to change their travel dates, the agent can launch the identity verification flow to accurately verify the customer’s identity, check the Engagement Timeline to see if the customer has already attempted to change the travel date themselves, and if not, the agent can use the Actions Launcher to instantly launch a date change flow — all within the Service Cloud console.
• Business Rules Engine for Service Cloud: Business Rules Engine (BRE) helps service organizations automate decision-making faster to easily adapt to economic and technological changes and be more agile. Business users and admins can easily design and update business rules — specific instructions for systems to follow that align with organizational guidelines and processes — with a no-code builder and embed those rules within existing workflows without IT’s help. For example, a bank can use BRE to do complex case routing and automatically route high-net-worth clients to premium support queues based on the size of their portfolios, the urgency of their inquiry, their account status, and more.
• My Service Journey: My Service Journey is an app within Salesforce App Launcher that guides customers to discover new product capabilities that align with their business goals. Every capability includes detailed deployment best practices and key metrics to track after implementation. For example, a retail company that is focused on improving productivity within their Agent Console can select the ‘improve productivity’ filter to see Service Cloud capabilities and best practices that align with this business goal.

The Salesforce perspective: “Every service leader wants to drive operational efficiencies and drive team productivity. With our new efficiency tools, companies of all sizes and in different industries can get even more out of their Service Cloud investment. Ultimately, this helps them increase service team productivity so they can serve their customers even better and faster.” – Kishan Chetan, EVP & GM, Service Cloud 

Every service leader wants to drive operational efficiencies and drive team productivity.

Kishan Chetan, EVP & GM, Service Cloud 

Reaction to the news: “Service teams are looking for quick wins when it comes to maximizing their investment in technology vendors. Service Cloud’s latest innovations make it easy for teams to get even more value out of their implementation and increase operational efficiency with easy to use components, templates, and apps.” – Rebecca Wettemann, CEO & Principal Analyst, Valoir

Fast facts:

• Salesforce customers with any Service Cloud or Sales Cloud edition (except Starter) can join the open beta for free by searching for My Service Journey in the App Launcher.
• Service Innovations for Service Cloud is generally available today with any Service Cloud edition (except Starter). To make the Service Innovations features available to Service Cloud, customers can simply assign the Industry Service Excellence add-on license and use the Lighting App Builder to add the components.
• Business Rules Engine is generally available today with any Service Cloud edition (except Starter). To get started, admins must enable the Business Rules Engine permission set.

Explore more:

• Watch the latest Webinar to see these three innovations in action
• Learn how to increase operational efficiency with Service Cloud

Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.