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

  • Discover Service Capabilities with My Service Journey (Beta)
    Discover how to take your Service Cloud implementation from good to great with My Service Journey. Get the Salesforce point of view on how to achieve your business goals for different Service areas, like the Help Site or Agent Console. With My Service Journey, you can explore Service Cloud capabilities based on your business goals, edition, what’s new, whether it’s an Einstein feature, and more.
  • Einstein for Service
    Check out new Einstein for Service features that increase agent productivity by putting AI insights, summaries, and recommendations directly in the flow of work.
  • Service Intelligence
    Check out new Service Intelligence features that help you reduce costs and improve customer service.
  • Service Catalog
    Check out new features that enhance self-service automation and enable customer service agents to work faster and more productively across customer service channels.
  • Channels
    Learn about Summer ’24 improvements to Email-to-Case, Messaging, and Service Cloud Voice.
  • Knowledge
    Check out Unified Knowledge’s general availability and other features that help simplify knowledge management.
  • Routing
    Omni-Channel users can now complete work from their mobile device. To avoid disconnecting calls, messaging sessions, or other work, you can choose for all agents to remain logged in to their original Omni-Channel sessions when subsequent Salesforce tabs or windows are opened.
  • Feedback Management
    Check out the enhanced data mapper page.
  • Scheduled Reminders
    Check out scheduled reminders for upcoming events and occasions.
  • Industries in Service Cloud
    Check out Industries features for Service Cloud that enhance the service experience and assist in automating complex decisions.
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