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.

Service Innovations for Service Cloud: The latest components, such as Identity Verification, Actions Launcher, and Engagement Timeline, can be integrated into the Service Console to expedite issue resolution. For instance, an agent assisting a hospitality customer with changing travel dates can use these tools to verify the customer’s identity, review previous interactions, and quickly initiate the change, all within the Service Cloud console.
Business Rules Engine for Service Cloud: This tool helps service organizations automate decision-making processes, enabling them to adapt swiftly to changes and be more agile. Business users and administrators can design and update business rules using a no-code builder, embedding these rules into existing workflows without IT support. For example, a bank can use the Business Rules Engine to route high-net-worth clients to specialized support based on specific criteria.
My Service Journey: This app within the Salesforce App Launcher helps customers explore new product capabilities aligned with their business goals. It provides detailed deployment best practices and key metrics for tracking success. For example, a retail company aiming to improve productivity can use the app to discover relevant Service Cloud features and best practices.

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:

Salesforce customers with any Service Cloud or Sales Cloud edition (except Starter) can join the open beta for My Service Journey by searching for it in the App Launcher.
Service Innovations for Service Cloud is available today with any Service Cloud edition (except Starter). Customers can activate these features by assigning the Industry Service Excellence add-on license and using the Lightning App Builder to add components.
The Business Rules Engine is also generally available today with any Service Cloud edition (except Starter). Admins can start by enabling the Business Rules Engine permission set.