Salesforce Service Cloud Archives - gettectonic.com - Page 3

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My Service Journey is Here
26Jul

My Service Journey is Here

Salesforce Launches My Service Journey: A New Product Discovery Tool for Customer Service Salesforce has introduced My Service Journey, its inaugural product discovery solution tailored for customer service. Currently in open beta, this tool assists users in exploring the features available in Service Cloud, ensuring that contact centers fully understand the resources at their disposal. This launch is noteworthy because discovering product capabilities within comprehensive platforms like Service Cloud can often be fragmented and challenging. While webinars, support documents, release notes, communities, and social media offer valuable insights, navigating 15 years’ worth of content to grasp the full extent of Service Cloud’s capabilities can be overwhelming. My Service Journey aims to streamline and personalize this discovery process, making it easier for users to find and utilize the features that matter most to them. Key Features of My Service Journey The Benefits and Future Plans for My Service Journey My Service Journey is designed to foster continuous innovation in contact centers, which is crucial as service leaders often struggle to advance transformation projects due to daily operational challenges. This tool provides a solid foundation for advancing transformation efforts, particularly for organizations using a comprehensive platform like Service Cloud. Currently, My Service Journey is available only in English and remains in beta, but Salesforce has ambitious plans for its future. According to Matt Kravitz, VP of Product Management at Salesforce: “We’re considering literal roadmaps based on specific business outcomes, with plans for a 20-step roadmap to guide users through different stages of adoption.” Salesforce also plans to introduce a generative conversational experience based on the solution’s one-pagers, allowing users to interactively query the tool for more information. Additional Service Cloud Innovations Alongside My Service Journey, Salesforce has launched two other noteworthy solutions for Service Cloud: Both the Service Innovations suite and the Business Rules Engine are available with a permissions set license for Salesforce Service Cloud. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 26, 2024in Salesforce Service Cloud
Residential License and Permit Management
22Jul

Residential License and Permit Management

Apply for Licenses and Permits Online from Any Device As governments increasingly digitize and streamline residential services, Salesforce’s Public Sector Solutions for Residential License and Permit Management offers residents a seamless, one-stop experience to apply for licenses and permits in a branded, user-friendly environment. Starting from the home page, residents can access FAQs, Knowledge articles, search capabilities, and informational banners. They can then navigate to the License and Permits tab to apply directly online by filling out a form, with an integrated map to help determine the location. Effortlessly Collect the Right Information Many current license and permit application websites require residents to sift through numerous PDF forms to find the right application. Salesforce Public Sector Solutions simplifies this process with smart, automated applications. When applying for a building permit, for example, relevant information like construction cost and type of work is collected. Simple calculations can process and display applicable fees, ensuring transparency for the resident. Information buttons guide residents through the data collection process, helping to ensure data accuracy. The process dynamically adjusts to display relevant inputs based on the license or permit type as the applicant progresses through the application. Upload Files Easily from Any Device Licenses and permits often require attachments such as architectural diagrams and photos. While many government agencies currently rely on paper forms, residents expect to complete transactions on their phones or from the comfort of their homes. The Salesforce platform enables residents to easily upload attachments online from their mobile phones, desktops, or other devices. Electronic Signatures Digitize the Process Collecting a signature often requires printing a paper form and then mailing or physically returning it. Once collected, government agencies must manually manage, scan, and store these forms. Salesforce Public Sector Solutions allow residents, contractors, and government employees to capture electronic signatures directly from a device, greatly speeding up the process and providing a simple way to track documents. Automated Confirmation Number With a manual, paper-based application process, applicants often don’t know if they have submitted enough information to complete the application successfully. Salesforce’s data validations ensure that residents know they’ve successfully completed their submission as soon as they’ve applied. Additionally, the “Save for Later” feature allows residents to save their application progress, making it easier for them to gather necessary documents before completing the remaining steps. Track Permit Status Online Many government agencies report that 75-80% of their call volumes are from residents simply checking the status of their applications. With Salesforce, residents can enjoy self-service by checking their application status anytime, on any device, reducing call volumes and providing better transparency. 360-Degree Application View for Easy Tracking and Faster Approvals Government employees have easy access to all the information about the applicant and the application. Tools like the guided path at the top of the application help save time and ensure a consistent process by providing step-by-step guidance. The path can be customized to fit the specific number of steps and instructions required for your process. Automate License Creation Once each step in the path is completed and approvals are met, the license is automatically created with no extra clicks or steps, and email notifications are sent automatically. Automating license creation speeds up the permit process, allowing residents to start their projects faster and enabling the government to better serve the community and efficiently collect revenue from permits and licenses. Access Issued Licenses Online After a license is approved, applicants can go online to view the status and the license itself. Real-time updates allow residents to move forward with their projects even faster. Licenses and permits requiring renewal can also be managed, launching a renewal process from an existing license or permit based on business rules. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 22, 2024in Einstein 1 Platform, Public Sector Solutions, Salesforce Experience Cloud, Salesforce Public Sector Solutions, Salesforce Service Cloud
Einstein Service Agent is Coming
17Jul

Einstein Service Agent is Coming

Salesforce is entering the AI agent arena with a new service built on its Einstein AI platform. Introducing the Einstein Service Agent, a generative AI-powered self-service tool designed for end customers. This agent provides a conversational AI interface to answer questions and resolve various issues. Similar to the employee-facing Einstein Copilot used internally within organizations, the Einstein Service Agent can take action on behalf of users, such as processing product returns or issuing refunds. It can handle both simple and complex multi-step interactions, leveraging approved company workflows already established in Salesforce. Initially, Einstein Service Agent will be deployed for customer service scenarios, with plans to expand to other Salesforce clouds in the future. What sets Einstein Service Agents apart from other AI-driven workflows is their seamless integration with Salesforce’s existing customer data and workflows. “Einstein Service Agent is a generative AI-powered, self-service conversational experience built on our Einstein trust layer and platform,” Clara Shih, CEO of Salesforce AI, told VentureBeat. “Everything is grounded in our trust layer, as well as all the customer data and official business workflows that companies have been adding into Salesforce for the last 25 years.” Distinguishing AI Agent from AI Copilot Over the past year, Salesforce has detailed various aspects of its generative AI efforts, including the development of the Einstein Copilot, which became generally available at the end of April. The Einstein Copilot enables a wide range of conversational AI experiences for Salesforce users, focusing on direct users of the Salesforce platform. “Einstein Copilot is employee-facing, for salespeople, customer service reps, marketers, and knowledge workers,” Shih explained. “Einstein Service Agent is for our customers’ customers, for their self-service.” The concept of a conversational AI bot answering basic customer questions isn’t new, but Shih emphasized that Einstein Service Agent is different. It benefits from all the data and generative AI work Salesforce has done in recent years. This agent approach is not just about answering simple questions but also about delivering knowledge-based responses and taking action. With a copilot, multiple AI engines and responses can be chained together. The AI agent approach also chains AI models together. For Shih, the difference is a matter of semantics. “It’s a spectrum toward more and more autonomy,” Shih said. Driving AI Agent Approach with Customer Workflows As an example, Shih mentioned that Salesforce is working with a major apparel company as a pilot customer for Einstein Service Agent. If a customer places an online order and receives the wrong item, they could call the retailer during business hours for assistance from a human agent, who might be using the Einstein Copilot. If the customer reaches out when human agents aren’t available or chooses a self-service route, Einstein Service Agent can step in. The customer will be able to ask about the issue and, if enabled in the workflow, get a resolution. The workflow that understands who the customer is and how to handle the issue is already part of the Salesforce Service Cloud. Shih explained that Einstein Studio is where all administrative and configuration work for Einstein AI, including Service Agents, takes place, utilizing existing Salesforce data. The Einstein Service Agent provides a new layer for customers to interact with existing logic to solve issues. “Everything seemingly that the company has invested in over the last 25 years has come to light in the last 18 months, allowing customers to securely take advantage of generative AI in a trusted way,” Shih said. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 17, 2024in Generative AI, Salesforce Service Cloud
Summer 24 Salesforce Maps Release
14Jul

Summer 24 Salesforce Maps Release

Announcing the Salesforce Maps Summer ’24 Release! We are thrilled to announce the availability of the Salesforce Summer ’24 Maps release, designed to significantly enhance your experience and bring valuable benefits to your business. Key Features and Enhancements Summer 24 Salesforce Maps Release: For a comprehensive overview, please refer to the Maps Summer ‘24 Release Notes. We encourage you to enable this new experience and provide your valuable feedback to ensure it meets your needs and expectations. Note that the new experience will be auto-enabled in the Winter ’25 Release (October). Instructions on activating the new experience can be found here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 14, 2024in Salesforce Service Cloud
Salesforce to Boost Productivity and Customer Interaction
08Jul

Salesforce to Boost Productivity and Customer Interaction

Vonage, a global leader in cloud communications and a part of Ericsson, has announced that Endress+Hauser, a Swiss-based supplier of process and laboratory instrumentation and automation, has selected Vonage Contact Center for Service Cloud Voice to deliver consistent and personalized customer experiences across all channels. Salesforce to Boost Productivity and Customer Interaction With nearly 17,000 employees worldwide, Endress+Hauser sought to revolutionize their customer interactions. Vonage Contact Center for Service Cloud Voice seamlessly integrates with their existing Salesforce CRM, enhancing automation, intelligence, and engagement capabilities on a global scale. Salesforce to Boost Productivity and Customer Interaction Vonage is a trusted partner for Salesforce, offering a platform that enables businesses to manage, deploy, and consolidate multiple communication solutions for increased efficiency. Leveraging Vonage’s AI capabilities, such as real-time transcription and omnichannel routing solutions, Endress+Hauser can create deeper connections with customers and enhance agent experiences with a more informed view of the customer. Rob MacKenzie, Corporate Director of Sales Excellence at Endress+Hauser, expressed the importance of integrating communication channels to improve the customer experience, ensuring seamless interactions and capturing vital insights. Thomas Plack, SVP and Head of Industry at Salesforce Germany, highlighted how Service Cloud Voice empowers agents to handle calls and resolve issues seamlessly, enabling Endress+Hauser to adopt a proactive and personalized approach with their customers. Savinay Berry, Executive Vice President of Product and Engineering at Vonage, emphasized that Vonage solutions are tailored to organizations like Endress+Hauser, aiming to deepen customer engagement and enhance agent satisfaction. With Vonage Contact Center for Service Cloud Voice, integration with Salesforce optimizes efficiency and leverages AI-based capabilities to deliver a consistent and personalized customer experience. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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July 8, 2024in Salesforce, Salesforce Communications Cloud, Salesforce Einstein, Salesforce Experience Cloud, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Service Cloud
HCG Providing Patient-Focused Personalized Care With Salesforce
15Jun

HCG Providing Patient-Focused Personalized Care With Salesforce

HCG Delivers Personalized Patient Care with Salesforce Read more at: CXO Today HCG Providing Patient-Focused Personalized Care With Salesforce Healthcare Global Enterprises Ltd (HCG), a renowned network of 25 hospitals, is elevating patient care through Salesforce. With a 360-degree patient view, HCG connects with patients on a more personal level, delivering proactive support at every step of their journey. HCG’s commitment to value-based, precision medicine is clear, attracting over 200,000 patients annually. Unified Patient View for Personalized Care Previously, HCG faced challenges with siloed patient information and a rudimentary CRM system. “Without a single source of truth on patients, it was difficult for our medical, surgical, and support teams to collaborate,” says Vineesh Ghei, Chief Sales Officer, HCG. Today, Salesforce provides a unified patient view, capturing every case history, treatment plan, and patient preference, enabling teams to personalize patient care effectively. Enhanced Efficiency with Automation Salesforce Sales Cloud captures initial patient interactions, streamlining responses and tracking conversations. “Our response time to patient enquiries has reduced from 45 minutes to 23 minutes,” notes Ghei. Sales productivity has also improved with automated task prioritization and activity tracking. Additionally, partner management processes have been automated, enhancing engagement. Swift Service Query Resolution Patient journeys are orchestrated on Salesforce Service Cloud, integrating outpatient consultations, inpatient processes, and discharge planning. Integration with HCG’s appointment booking and cloud telephony systems ensures patient details are readily available to agents, enabling resolution of over 90% of queries in under five minutes. This comprehensive view allows service agents to provide proactive, personalized support. Contextual Communications for Long-Term Wellness Using Salesforce Marketing Cloud Engagement, HCG segments patients and delivers personalized communications relevant to their treatment stages. “Every patient’s journey is deeply personal,” says Stuti Jain, Head of Brand, Digital, and Communications, HCG. “Our communications are prioritized to add value to their journey.” HCG maintains connection with patients post-visit, supporting them through recovery. Data-Driven Decision Making By integrating data from Health Information Systems, Electronic Medical Records, and other platforms, HCG leverages operational intelligence to enhance decision-making. Insights from dashboards and reports improve patient satisfaction and care quality. Marketing Cloud Intelligence helps optimize campaigns, engagement channels, and team performance. Expanding Digital Transformation HCG plans to unlock additional Salesforce features, such as AI-driven call center operations with Einstein. Further integrations with lab and radiology systems and patient care apps will expand the Patient 360 view. “Our goal is to become an oncology knowledge company, up-to-date on treatment protocols and patient needs,” says Dey. Jain adds, “When people think of cancer care, they should think of HCG.” HCG’s integration of Salesforce is setting a new standard in personalized cancer care, ensuring patients receive the best possible support and treatment throughout their journey. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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June 15, 2024in Salesforce Health and Life Sciences Solutions, Salesforce Implementation Services, Salesforce Marketing Cloud, Salesforce Sales Cloud, Salesforce Service Cloud
Five9 Salesforce AI Integration
05Jun

Five9 Salesforce AI Integration

Five9 and Salesforce Enhance AI-Powered Solutions for Superior Customer Experiences Five9 (NASDAQ: FIVN), a provider of the Intelligent CX Platform, today announced the next step in its collaboration with Salesforce. Five9 Salesforce AI Integration. This partnership aims to deliver AI-powered solutions to enhance customer experiences (CX) in contact centers. The latest release, Five9 for Service Cloud Voice with Partner Telephony, integrates Salesforce Einstein with Five9’s suite of AI solutions. This empowers agents to better service customer requests, improves management’s understanding of contact center operations, and delivers customer resolutions that exceed expectations. Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to provide real-time solutions for agents, prompting ‘Next Best Action’ guidance. The solution also offers real-time transcription of customer conversations, ensures call recordings’ accuracy and relevance, and integrates with Salesforce Einstein Conversation Insights to enhance conversation intelligence. “Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President of Five9. “Our collaboration with Salesforce pushes the boundaries of what is possible. Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks while guiding agents with the next best actions to help them be more effective.” A Long-Standing Partnership The Salesforce-Five9 collaboration, now over 15 years strong, recently introduced Five9 call dispositions for agents within the Salesforce Omni-Channel widget or Voice Call page. This allows organizations to automatically update call dispositions in the Five9 call database, ensuring accurate reporting across the integration. Both companies are meeting the growing demand for AI solutions to enhance customer engagement throughout the customer journey. “Five9’s deeper integration with Salesforce Einstein offers a new level of choice for customers seeking AI capabilities that best match their contact center needs and existing technology investments,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “Coupled with features like Five9 TranscriptStream, organizations can significantly reduce an agent’s workload while enhancing the customer’s overall experience. This next step in the Salesforce-Five9 relationship demonstrates each company’s commitment to their joint customer base, enabling them to leverage the latest AI innovations easily.” “Service Cloud Voice with Five9 uses AI to deliver a better customer experience,” said Ryan Nichols, Chief Product Officer of Service Cloud, Salesforce. “Our collaboration focuses on more than just a ‘single pane of glass’– we’re bringing together customer data, knowledge, and real-time conversation transcripts to help make agents more productive and delight customers.” Availability and Further Information These new enhancements to Five9 for Service Cloud Voice with Partner Telephony will be available starting June 30. For a deeper look into the Five9 integration with Service Cloud Voice and to explore common use cases, register for the webinar “Unlock Efficiency with the Power of AI: Five9 and Salesforce Service Cloud Voice” on Tuesday, July 23. An on-demand playback of the December 2023 Five9 and Salesforce joint webinar is also available, covering topics such as using data for personalization, best practices for leveraging engagement data to improve experiences, and how companies can become more customer-centric. Salesforce, Einstein, and other related marks are trademarks of Salesforce, Inc. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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June 5, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud
Slack for Manufacturing and Automotive
03Jun

Slack for Manufacturing and Automotive

Slack for Manufacturing and Automotive Enhance productivity, reduce costs, and provide exceptional experiences with a consolidated perspective of your customer data. Streamline diverse systems, teams, and processes effortlessly through automation. Forge connections with external partners to integrate your entire ecosystem seamlessly. As manufacturing, automotive, and energy organizations transition to developing new powertrains and digital products for innovative service and revenue models, Slack offers an efficient platform for innovation. Pioneering Enterprise Security Setting the standard in enterprise security, Slack ensures data encryption in transit and at rest. It boasts comprehensive compliance and assurance programs, along with features such as audit logs, data loss prevention, and single sign-on. As the productivity platform for manufacturing, automotive, and energy, Slack ensures a secure environment. Utilizing Slack AI for Smarter Work Engage with a Slack sales representative or join the waitlist to experience the empowering capabilities of Slack AI throughout your organization. Leverage AI-powered search for swift answers, summarize conversations effortlessly, and rest assured with secure data handling by Slack AI. Explore Slack’s pivotal role in accelerating innovation across manufacturing, automotive, and energy sectors. Empowering Software Developers Discover how Slack empowers teams to introduce novel digital products and services, driving revenue and transforming customer experiences. For software developers, Slack accelerates the delivery of high-quality code, making it a preferred choice for the world’s leading producers of software, hardware, and services. Explore Slack’s webinar to uncover its potential for your team. Revolutionizing Fleet Management with Automile Challenges abound for businesses managing fleets, particularly in integrating solutions seamlessly with existing toolsets for increased productivity. Automile aims to disrupt the billion fleet management market by introducing a mobile-first API-centric solution. With REST-based JSON APIs and SDKs for PHP, Java, and C# .NET, Automile simplifies fleet management, offering web and mobile apps. Slack Integration with Automile Automile is set to release new features in March, including integrations such as Slack. By submitting the app to Slack’s App Directory, Automile aims to provide businesses with a streamlined fleet management experience within Slack. The upcoming Slack App supports Slash Commands, Interactive Messages, and Incoming Webhooks. Security First Approach Automile prioritizes security with the new Slack App, ensuring that authorized Slack team members have access. The app supports Slash Commands, enabling users to achieve specific tasks, such as checking out drivers and locating vehicles. The admin can control user access to these commands for added security. Fleet Management Commands Automile’s Slack App introduces Slash Commands for drivers and vehicles. The Driver command allows fleet managers to search for drivers, check their status, and interact with them directly from Slack. Similarly, the Vehicle command provides information on vehicle location, status, and enables task assignment. Driving Field Service Efficiency with Slack and Salesforce Service Cloud Witness how manufacturers harness the combined capabilities of Slack and Salesforce Service Cloud to empower field employees and enhance customer satisfaction. Slack’s Continued Impact Slack continues to thrive globally, supporting businesses of all sizes in achieving growth and skyrocketing productivity. Acquired by Salesforce in 2021, Slack remains an influential force in the business communication and collaboration landscape. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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June 3, 2024in Salesforce Implementation Services, Salesforce Managed Services, Salesforce Manufacturing Automotive Energy, Salesforce Service Cloud, Salesforce Slack
Salesforce Field Service Lightning
02Jun

Salesforce Field Service Lightning

Many companies worldwide seek quality services associated with Salesforce Field Service Lightning (FSL) to differentiate between lacking customer experiences and excellent ones. Satisfied customers associate such services with high-quality ratings, gradually building trust with the company and recommending it to others. The ability of any business to generate successful recognition and experience with clients helps establish an invaluable competitive advantage. Salesforce Field Service Lightning We are here to assist you in mapping and quoting various FSL Salesforce services such as equipment installation, repair, general customer service management, and maintenance. Field Service technicians, also known as mobile technicians, play a crucial role in delivering these tasks. They receive notifications on mobile devices and quickly find users in need of speedy solutions to their problems. What is Salesforce Field Service? Salesforce Field Service (formerly known as Field Service Lightning) is designed for the automation and optimization of work offered by dispatchers and field service agents. It ensures that no employee sacrifices any functionality of the related services when working outside the company. This system is part of the FSL Salesforce Service Cloud and aims to create a seamless workflow and avoid mistakes with the help of service technicians. Integral Parts of Salesforce Field Service After implementing Salesforce Field Service Lightning, clients can immediately see the benefits reflected in the increased efficiency of developed services. Advantages of Salesforce Field Service Lightning Bottom Line We hope this comprehensive guide on Salesforce Field Service Lightning has provided valuable insights into its aspects and benefits. Our experienced executives offer valuable advice and risk-free solutions for managing projects involving field service. You can contact Tectonic 24/7 for error removal and maintaining Salesforce FSL service deployments. Tasks such as project management and exception diagnosis are easily handled with the Service Cloud platform. We offer a strong framework for different service models and prepare reports for various service territory designs, ensuring a seamless and efficient operation. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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June 2, 2024in Salesforce Service Cloud
Einstein Generative AI Added to Service Cloud
24May

Einstein Generative AI Added to Service Cloud

Salesforce to Enhance Service Cloud with New AI Tools and Broaden Automated Customer Conversations Salesforce is set to roll out more Einstein 1 generative AI tools for Service Cloud users in June and October. But the big news? More places to deploy automated customer conversations are on the way. Unified Conversations for WhatsApp and Line Yesterday, Salesforce unveiled Unified Conversations for WhatsApp. This feature automates bot responses to customer queries related to targeted marketing messages on the popular messaging app. And that’s not all—later this year, Salesforce plans to support Line, the widely used messaging app in Japan. These services leverage Salesforce’s Einstein 1 generative AI platform. The bots aggregate structured and unstructured CRM, product, service, and other data via Salesforce Data Cloud to generate personalized responses. The new features allow these conversations to be routed to the channels where a Salesforce user’s customers are most active online. Expanding Channel Support Salesforce also plans to introduce a “bring your own channel” connector to support digital channels not natively covered by the platform. Think TikTok, Discord, and South Korea’s KakaoTalk, said Ryan Nichols, chief product officer for Salesforce Service Cloud. “It’s about getting data from all your conversations with customers from Service Cloud into Data Cloud and using that to not just do a great job of delivering customer service, but actually growing your business,” Nichols explained. Conversation Mining and Revenue Opportunities Salesforce Einstein Conversation Mining, currently in beta, aggregates conversations across customer channels to surface insights on the topics where customers need help. The goal is to turn inbound customer service from a cost center into a revenue center—a dream that speakers and vendors at conferences like Dreamforce and ICMI have been floating for years. Traditionally, performance metrics such as time-to-answer and hold-time reduction have pushed agents to minimize call durations. However, the integration of generative AI could transform this dynamic. Constellation Research analyst Liz Miller, who has previously been skeptical, now sees generative AI as a potential game-changer. Armed with data, bots, and their copilot counterparts, agents could save time and access the right information to up-sell customers during service engagements. Nichols hinted that Salesforce is working on up-sell automation features for contact center service bots, which might be unveiled later this year. A Leap Forward for Contact Centers Copilot-type technologies for contact centers could be the breakthrough needed to enable human agents to generate revenue during service interactions. “Contact center leaders have been trying to etch out a space of strategic importance for themselves in the business that isn’t just ‘how do we get angry people off the phone?’” Miller said. Einstein Generative AI Added to Service Cloud Generative AI tools can eliminate the mundane, repetitive tasks that consume much of contact center agents’ time. Miller added, “If they no longer had to summarize the call, and they could actually go to the next call? [Generating revenue] sounds really big, and it sounds really ridiculous, but if we took all the garbage off of these people’s plates that no one wants to do, we give them an awful lot of time to actually be better mouthpieces for their organizations.” In short, Salesforce is gearing up to transform customer service into a more efficient, revenue-generating machine with a little help from generative AI. And who knows, maybe your next customer service bot will be better at upselling you than your favorite barista. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 24, 2024in Einstein Insights, Salesforce Einstein, Salesforce Service Cloud
salesforce unified knowledge
23May

Unified Knowledge to Salesforce Service Agents

Salesforce Introduces Unified Knowledge to Enhance Service Agent Intelligence Salesforce has unveiled Unified Knowledge, a new solution designed to enrich service agents’ ability to resolve customer inquiries. By aggregating information from third-party sources and integrating it into Salesforce, Unified Knowledge complements the data already available in Salesforce’s Data Cloud, creating a more comprehensive knowledge base for service agents. Within Salesforce Service Cloud, Einstein for Service leverages AI to provide service agents with real-time information when addressing customer queries. Previously, this information was drawn from Data Cloud. Now, with Unified Knowledge, data from sources such as SharePoint, Confluence, Google Drive, and brand websites is incorporated, further enhancing the breadth of information available to agents. Expanding Beyond Service Cloud While Service Cloud is the primary use case for Unified Knowledge, the solution is also designed to integrate with other Salesforce platforms, including Sales Cloud, Field Service, Health Cloud, and Financial Services Cloud. Developed in collaboration with Zoomin Software, Unified Knowledge allows for greater cross-platform data accessibility and more efficient workflows across various service touchpoints. Why It Matters While the exact reasoning behind Salesforce’s decision to create a separate data channel for Unified Knowledge, rather than consolidating everything into Data Cloud, remains somewhat unclear, the broader availability of data to service agents could enhance service quality and efficiency. At its core, Unified Knowledge uses generative AI to provide dynamic, context-aware responses to agent and customer queries. Key features of the solution include: With these advancements, Unified Knowledge brings generative AI capabilities into the hands of service agents and workers, allowing for quicker, more accurate decision-making and enhanced customer interactions. The Unified Knowledge feature offers significant potential in revolutionizing how companies provide customer support by improving access to critical data from a wide array of sources, ultimately leading to more informed, efficient, and personalized service. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 23, 2024in Data, Generative AI, Google, Salesforce, Salesforce Service Cloud, Unified Knowledge
Generative AI and Service Cloud
23May

Generative AI and Service Cloud

Salesforce Service Cloud users are set to receive more Einstein 1 generative AI tools in June and October. A key development is the expansion of automated customer conversations across more sales and marketing platforms. Generative AI and Service Cloud family of tools is growing. This insight aims to uncover the numerous use cases of generative AI in the modern contact center. We’ll help you understand how generative AI can fast track your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers’ experiences better. Today, Salesforce launched Unified Conversations for WhatsApp, which automates bot responses to customer inquiries related to targeted marketing messages on the popular messaging app. Additionally, Salesforce plans to extend support to Line, a messaging app popular in Japan, later this year. These services are built on Salesforce’s Einstein 1 generative AI platform. The platform’s bots aggregate structured and unstructured CRM, product, service, and other data through Salesforce Data Cloud to generate personalized responses. These new features enable conversations to be routed to the digital channels where a Salesforce user’s customers are the most active. And to move omnichannel as customers needs change. Salesforce is also introducing a “bring your own channel” connector to support digital channels not natively covered by the platform. Current examples might include TikTok, Discord, and South Korea’s KakaoTalk, according to Ryan Nichols, Chief Product Officer for Salesforce Service Cloud. Generative AI and Service Cloud “It’s about getting data from all your conversations with customers from Service Cloud into Data Cloud and using that to not just deliver excellent customer service, but also grow your business,” Nichols said. Salesforce Einstein Conversation Mining, a Service Cloud feature currently in beta, aggregates conversations across customer channels to surface insights on the topics customers need help with. This aims to turn inbound customer service from a cost center into a revenue center, a goal long pursued at conferences like Dreamforce and ICMI. This massive change drives more than revenue, it drives ROI. Performance metrics such as time-to-answer and hold-time reduction have traditionally pressured agents to minimize call duration to retain their jobs. Now Salesforce is going to help them. While some skeptics question if generative AI can achieve this ambitious goal, Constellation Research analyst Liz Miller suggests it might be possible. Having previously managed a contact center herself, Miller recognizes the transformative potential of generative AI. With the aid of data, bots, and copilot counterparts assisting humans, agents could save time and access the right information to upsell customers during service engagements. Here are some of the ways Generative AI will change customer service forever. 1. Monitor and Ensure Compliance Maintaining compliance is crucial for fostering customer trust, preserving a positive brand image, and avoiding hefty privacy and compliance fines. In a contact center, compliance mistakes can quickly escalate into costly lawsuits and revenue losses. Generative AI allows your compliance team to proactively manage compliance by quickly identifying trends and addressing issues in real time. Instead of waiting for a compliance issue to escalate, you can fine-tune your AI model to provide compliance insights whenever necessary. For instance, you can ask: This approach offers more comprehensive insights than scorecards, which often lack context and accuracy. Generative AI’s analytical capabilities provide actionable insights to improve compliance across your contact center. 2. Get Insights About Your Call Center Performance at a Glance Generative AI language models make it easier than ever to gain insights into your contact center’s performance. Simply ask the model for the information you need. For example, you can inquire about the real-time average handling time (AHT) by asking, “What is the average handling time today?” But that’s just the beginning. With an advanced language model, you can compare metrics across different quarters or generate ideas for coaching plans by asking for each agent‘s strengths and weaknesses and suggestions for improvement. 3. Automate Post-Call Work Generative AI assistants can act as real-time notetakers, summarizing 100% of calls and freeing agents from manual note-taking. This automation makes after-call work effortless, generating comprehensive and compliant notes with a single click. 4. Capture Coachable Moments Easily Incorporating real-world coachable moments into your sessions is essential for tangible performance improvements. Generative AI can identify areas where agents typically struggle without requiring hours of call listening and note-checking. Traditional methods mean compromising on the specificity of coaching due to time constraints, especially when managing large teams. Generative AI solutions, however, enable call center managers to obtain detailed insights about each agent’s performance quickly. This allows for personalized coaching plans that address individual shortcomings efficiently. You can ask: 5. Improve Decision Making With Efficient Root-Cause Analysis Effective decision-making can transform your contact center. However, many managers struggle to identify the root causes of performance issues. Generative AI algorithms can analyze vast amounts of data and customer interactions, uncovering patterns and trends in customer and agent behavior. These insights help pinpoint the issues most impacting performance and customer satisfaction, allowing you to make informed decisions. The process is nearly fully automated, freeing your team from time-consuming data collection tasks. 6. Reduce Manual Work and Focus on Improvement Improving contact center performance requires extensive data, which is resource-intensive to collect manually. Generative AI simplifies this by analyzing customer interactions and providing actionable insights on demand. This saves time and money, allowing you to focus on improvements that deliver a higher ROI. 7. Scale What Works Discovering and scaling best practices is essential for team-wide success. Generative AI and Natural Language Processing (NLP) models can analyze customer interactions to identify effective strategies and coaching opportunities. For example, if a representative handles challenging situations well, AI can generate tips for other team members based on these successful interactions. Generative AI can identify top-performing agents and analyze their calls to extract best practices, providing a more comprehensive approach than focusing on a single agent. Queries you might use include: 8. Generate Agent Scripts Generative AI enables you to draft and fine-tune agent scripts for various customer interactions. Instead of relying

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May 23, 2024in Generative AI, Salesforce Data Cloud, Salesforce Einstein, Salesforce Service Cloud
Salesforce Summer 24 Service Release
20May

Salesforce Summer 24 Service Release

Service Salesforce Summer 24 Service Release. Check out new features that enable customer service agents to work faster and more productively across customer service channels. Salesforce Summer 24 Service Release Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 20, 2024in Salesforce Service Cloud, Unified Knowledge

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