Salesforce Service Cloud Archives - gettectonic.com - Page 3
Enhancing Customer Experiences with Social Insights
16Sep

Enhancing Customer Experiences with Social Insights

Sprout Social Announces Integration with Salesforce Agentforce for Service Cloud Sprout Social (SPT) has unveiled a new integration with Salesforce’s (CRM) Agentforce assistant for Service Cloud. This partnership enables joint customers of Salesforce Service Cloud and Sprout Social to gather customer insights from social media and take proactive action to enhance customer experiences. These updates will be highlighted at Dreamforce 2024, where Sprout Social will showcase how AI, social data, and Salesforce can drive revenue, foster customer loyalty, and strengthen brand equity. As a leading provider of cloud-based social media management software, Sprout Social’s integration with Salesforce’s Agentforce assistant empowers businesses to capture social media insights and accelerate decision-making in customer service. These advancements will be a focal point at Dreamforce 2024, where Sprout Social will present on utilizing AI and social data to enhance customer care, build brand loyalty, and grow revenue. Enhancing Customer Experiences with Social Insights Delivering exceptional customer care requires meeting customers where they are—often on social media. This new integration equips businesses with a full view of their customers by combining social data with Agentforce’s AI-powered assistance. By leveraging this combined solution, companies can resolve cases more efficiently and anticipate customer needs, shifting from reactive to proactive customer service strategies. “This extension demonstrates our commitment to AI-driven innovation and our strong partnership with Salesforce,” said Scott Morris, Chief Marketing Officer of Sprout Social. “In today’s landscape, where customer care defines brand success, integrating social insights is crucial for supporting holistic, long-term care strategies and empowering brands to deliver personalized interactions at scale.” The integration expands Agentforce’s capabilities to include social data from major networks and review sites, alongside traditional communication channels like phone and email. This comprehensive view enables service teams to provide a seamless and personalized customer experience. A New Era of AI-Driven Customer Service “Social customer care has become integral to providing quality, end-to-end customer experiences,” said Ryan Nichols, Chief Customer Officer at Salesforce Service Cloud. “Collaborating with Sprout to integrate their platform with Agentforce assistant is a key step in enabling service teams to gain comprehensive customer insights and leverage conversational AI to elevate customer care.” At Dreamforce 2024, Sprout Social will present key sessions, including: The integration, currently in invite-only beta, enhances Agentforce with social data-driven insights, making customer service faster and more proactive. To learn more, contact your Sprout Social representative or visit Sprout Social’s Service Cloud page. Key Features of the Integration: Sprout Social will highlight these features at Dreamforce 2024, with insights on leveraging AI, social data, and Salesforce for enhanced customer care and brand growth. 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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September 16, 2024in Salesforce Service Cloud
Salesforce and Monte Carlo
11Sep

Salesforce and Monte Carlo

Salesforce recently announced a strategic partnership with Monte Carlo, a leading fashion brand, to revolutionize the company’s consumer engagement across multiple channels. This collaboration will help Monte Carlo evolve from a winter-wear icon into a year-round favorite in India’s competitive fashion industry, appealing to customers of all ages while maintaining its legacy in winter apparel. In a statement, Monte Carlo shared, “Our decision to adopt Salesforce CRM aligns with our vision of becoming a digital-first, data-driven organization that leverages cutting-edge technology to enhance customer experiences. With Salesforce, we aim to transform the customer journey by gaining a unified, 360-degree view of customers across online and offline channels.” Monte Carlo has embraced Salesforce Data Cloud to create a holistic view of each customer, enabling streamlined communication across all channels to ensure more seamless and efficient engagements. Additionally, Monte Carlo is committed to delivering exceptional customer experiences at every stage—before, during, and after a purchase. The brand is using Salesforce Service Cloud to implement a personalized loyalty solution that goes beyond traditional point-based rewards, offering customers a unique and memorable experience. 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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September 11, 2024in Salesforce, Salesforce Data Cloud, Salesforce Service Cloud
Salesforce Org Merge Risks
10Sep

Salesforce Org Merge Risks

Managing Multiple Salesforce Instances: Challenges and Solutions For growing enterprises, managing multiple Salesforce instances can be a significant challenge. Each instance may house critical business data and processes, which often need to be consolidated, particularly during mergers, acquisitions, or different stages of Salesforce adoption. This consolidation is essential to reduce operating costs and enhance efficiency. Salesforce Org Merge Risks. Salesforce Org Merge Risks Overview Salesforce consolidation involves merging several instances into a single Salesforce organization. This process aims to improve operational efficiency, data visibility, and process standardization while minimizing the total cost of ownership. It may require setting up a new Salesforce organization to facilitate the merger. Typical Salesforce Consolidation Plan A comprehensive consolidation plan typically includes the following steps: Complexity and Benefits of Salesforce Consolidation While Salesforce consolidation offers significant benefits, such as improved efficiency and reduced costs, it is a complex process requiring careful planning and execution. Many companies partner with Salesforce experts, like Tectonic, to navigate the intricacies of consolidation successfully. Salesforce Org Merge Risks Risk 1: Under-Scoping Data Mapping, Migration, and Merging Risk 2: Overlooking Metrics, Measurements, and Reports Risk 3: Limiting Stakeholder Engagement and Change Management Conclusion While meticulous planning cannot guarantee a flawless Salesforce migration, it fosters communication among Salesforce, data, and business leaders, making challenges more manageable. Although managing and consolidating systems might seem straightforward, guiding people, processes, and data through the consolidation process is inherently complex and demanding. 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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September 10, 2024in Salesforce Sales Cloud, Salesforce Service Cloud
AI-Powered Field Service
09Sep

AI-Powered Field Service

Salesforce has introduced new AI-powered field service capabilities designed to streamline operations for dispatchers, technicians, and field service leaders. Leveraging the Salesforce platform and Data Cloud, these innovations aim to expedite time-consuming processes and enhance customer satisfaction by making field service operations more proactive and efficient. Why it matters: Field service teams currently spend only 32% of their time interacting with customers, with the remaining 68% consumed by administrative tasks like manually entering case notes. With 78% of field service workers in AI-enabled organizations reporting that AI helps save time, Salesforce’s new tools address these inefficiencies head-on. Key AI-driven innovations for Field Service: Availability: Paul Whitelam, GM & SVP of Salesforce Field Service, notes, “The future of field service lies in the seamless integration of AI, data, and human expertise. Our new capabilities set new standards for efficiency and service delivery.” Rudi Khoury, Chief Digital Officer at Fisher & Paykel, adds, “With Salesforce Field Service, we’re not just embracing AI and data-driven insights — we’re advancing into the future of field service, achieving unprecedented efficiency and exceptional 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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September 9, 2024in Einstein Insights, Salesforce Development Services, Salesforce Manufacturing Automotive Energy, Salesforce Service Cloud
When The Customers Prefer Self-Service
14Aug

When The Customers Prefer Self-Service

Assistance is crucial for complex issues, but for simpler problems, customers typically prefer the convenience of self-service tools like account portals, FAQs, and chatbots. This preference is especially strong among digital natives, such as millennials and Gen Z. However, deploying self-service tools requires careful planning. For instance, over two-thirds of customers abandon a company’s chatbot after a single negative experience, underscoring the importance of a positive initial interaction. Statistics show that 72% of customers use self-service portals, and 55% engage with self-service chatbots. The willingness of nearly half of all customers, including 60% of millennials, to pay more for superior customer service highlights the importance of customer experience in an era of price sensitivity. Customers expect instant responses, creating a scalability challenge for service teams but also an opportunity to offer premium service. Instant responses can set a company apart, as even well-regarded brands often struggle to maintain quick and seamless connections between customers and agents. Self-service platforms must be easily adjustable, not only to address areas needing improvement but also to adapt to changing market demands. Customers now expect proactive service rather than the traditional reactive approach. Despite this, customer service is often perceived as reactive. The time and effort customers spend resolving service issues are significant, especially when service teams are inconsistently trained and equipped, leading to a perception that quality service is a matter of luck. Consistency across channels, devices, and departments is highly valued but often lacking. Many customers find themselves repeating information to different representatives, indicating a fragmented information environment. Poorly integrated technology and processes leave 55% of customers feeling as if they interact with separate departments rather than a unified company. Disconnected experiences are a major source of frustration. Prompt resolution of issues is a top priority for customers, and many find it quicker to search for answers themselves than to contact the company. Self-service not only facilitates quick problem-solving but also empowers customers to address issues at their own pace and learn as much or as little as they wish. In terms of preferences, over 67% of customers prefer some form of self-service over speaking with a representative. Additionally, 73% prefer using the company’s website for support rather than relying on social media, SMS, or live chat apps. Don’t always assume the “latest and greatest” solutions available are the best solutions for your customers. A self-service strategy involves providing customers with tools to resolve their needs independently, reducing the need for representative assistance. Reduce staffing needs and increase speed to answers for customers. Its a win win. However, implementing self-service can face challenges, such as confusing navigation, lack of ongoing attention, inflexibility, failure to incorporate feedback, constraints on users, extra work, lack of human interaction, difficulty in personalization, and the need for continuous analysis and monitoring. Successful self-service integration requires addressing these factors to meet customer expectations. Contact Tectonic for assistance bringing your self-service solutions to your customers. 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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August 14, 2024in Salesforce Commerce Cloud, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Service Cloud, Technology
New Service Cloud Tools
30Jul

New Service Cloud Tools

Salesforce has unveiled new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, designed to help agents resolve customer cases faster and enable companies to scale their support operations efficiently. New Service Cloud Tools are here. Why It Matters: With 69% of agents reporting that balancing speed and quality is a challenge, and as the volume and complexity of cases increase, there is a growing need for tools that enhance efficiency without compromising service quality. Salesforce Service Cloud: Deliver Value Across Every Customer Touchpoint with Service Cloud Built on the Einstein 1 Platform. New Tools and Features: Service Cloud customers now have access to a suite of efficiency tools aimed at automating processes and identifying the best product capabilities to enhance service delivery. These new features allow customers to maximize their Service Cloud investment and improve their return on investment. Salesforce Perspective: Kishan Chetan, EVP & GM of Service Cloud, emphasized that the new efficiency tools help companies of all sizes increase service team productivity and better serve their customers. Industry Reaction: Rebecca Wettemann, CEO & Principal Analyst at Valoir, noted that these innovations offer service teams quick wins, enhancing operational efficiency and maximizing technology investments. Fast Facts: 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 30, 2024in Salesforce Service Cloud
Salesforce Automated Case Routing
30Jul

Understand Salesforce Automated Case Routing

Simplified Case Management with Automation Customer service becomes easier, faster, and more effective with automation tools. A well-organized case management system ensures that customer inquiries are routed to the right person, get the correct answers, and are resolved promptly. Delays or errors in responses can lead to customer dissatisfaction, making efficient case routing critical. Salesforce Service Cloud offers robust automation tools to simplify case management and ensure the right service agents handle cases efficiently, minimizing errors and maximizing customer satisfaction. Efficient Handling of Multi-Channel Case Creation With cases being generated from multiple service channels like web, email, phone, and chat, managing them efficiently can be challenging. Service agents often spend significant time prioritizing, sorting, and assigning cases manually, which can reduce productivity. Moreover, identifying agents with specialized skills and assigning appropriate cases to them can be time-consuming. Automating this process ensures optimal resource utilization, faster resolutions, and higher customer satisfaction. Salesforce provides several tools for routing cases to the right agents: Additionally, advanced automation tools enhance case-routing efficiency: Omni-Channel Routing: Revolutionizing Case Management Omni-Channel Routing is a powerful feature that transforms inefficient systems into streamlined workflows. Without it, agents often rely on manual processes, such as selecting cases from lists, which can result in: Omni-Channel automatically assigns cases to qualified and available agents in real-time, ensuring balanced workloads and prioritizing urgent cases. It seamlessly integrates with both Salesforce Classic and Lightning Experience, saving time and enabling agents to focus on resolving cases quickly. Routing Techniques: Case Assignment Rules: Simplifying Small Business Needs Case Assignment Rules automate case ownership by assigning cases to specific users or queues based on predefined criteria. These rules apply to all cases, regardless of origin, including web-to-case, email-to-case, and more. Key Features: Escalation Rules: Prioritizing Unresolved Cases Escalation Rules help identify and resolve cases that remain unresolved within a specific timeframe. They reassign cases to specific users or teams and send notifications, ensuring: Rules are configured with business hours and time-based criteria to determine when cases should be escalated. Einstein Case Classification & Routing: AI-Powered Efficiency Salesforce Einstein uses machine learning to predict and populate case record fields automatically, reducing agent effort and improving accuracy. How It Works: Einstein Case Routing combines AI predictions with assignment or skill-based routing rules to assign cases to the most suitable agents, improving resolution speed and customer satisfaction. Conclusion Automated case routing transforms customer service by improving productivity, efficiency, and resolution speed. While Omni-Channel Routing is the most comprehensive tool for case management, Escalation and Assignment Rules also play vital roles for smaller business needs. Together, these tools enable businesses to deliver exceptional customer experiences. 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 30, 2024in Data, Salesforce, Salesforce Einstein, Salesforce Service Cloud
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

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