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

Hand-Curated Capabilities My Service Journey isn’t just a broad catalog of Service Cloud features. It includes a selection of high-impact capabilities identified by Salesforce’s success team, product experts, solution engineers, and customers. Currently, Salesforce has highlighted 158 capabilities, with the list expected to grow to over 200 by the September Dreamforce event.
“One-Pagers” Users can click on specific capabilities to access concise one-pagers. These provide a consolidated view of best practices, related resources, and KPIs for measuring success.
Tagging System The tool’s tagging system allows contact centers to track their service transformation. Users can categorize capabilities with tags such as Not Planned, Planned, In Progress, Completed, or Not Interested.

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:

Service Innovations for Service Cloud This suite includes three out-of-the-box tools designed to enhance agent efficiency:
- Identity Verification: Quickly and securely authenticates customers with an auto-trail for regulated industries and a guided flow for verification criteria.
- Engagement Timeline: Provides agents with a comprehensive view of previous interactions, improving context and reducing information repetition.
- Actions Launcher: Embeds frequently used actions, such as “escalate” or “close case,” directly into the agent desktop for streamlined workflows.
Chad Goldsmith, Senior Director of Product Management at Salesforce, described the suite as focusing on delivering “quick wins” for agents and admins.
Business Rules Engine for Service Cloud This tool allows users to design and update business rules without needing IT support, integrating them into workflows to automate multi-step decisions, minimize human error, and ensure consistent customer experiences.

Both the Service Innovations suite and the Business Rules Engine are available with a permissions set license for Salesforce Service Cloud.