Enhancements for Salesforce Sales Cloud and Service Cloud in Spring ’24 release.

Einstein Copilot Sales Actions

Sales Cloud

Introducing our conversational AI assistant for sales. Empower sellers to be more productive at every step of the sales cycle as they research customers and prospects, follow up after meetings, and keep the CRM current.

Call Exploration

Sales Cloud

Analyze sales conversations with generative call exploration. The conversational interface helps you quickly understand more about a sales call and how to follow-up and move the deal along.

Forecast Groups

Sales Cloud

Group forecasts to align with selling motions or business segments. With a single view, see total attainment across the business and sales organization to drive forecast accuracy.

Seller Home

Sales Cloud

Allow a sales team to see their most important customer data in one place. Keep sales teams informed of their real-time contributions to the business, setting their own individual weekly goals and identifying where to accelerate connecting with their customers.

Enhancements for Salesforce Sales Cloud and Service Cloud

Maps Lite

Sales Cloud

Visualize up to 50 accounts, contacts, or leads within your CRM with Maps Lite, now available in Sales Cloud Unlimited. You no longer need to manually look up where your customers are located before planning out events and focusing campaigns.

Enablement for Partners

Sales Cloud

Onboard partners faster and help them gain relevant product knowledge with outcome-based enablement. Tie partner activities to performance and metrics within the Salesforce PRM (partner relationship management) experience. Build and implement partner enablement programs that motivate and engage them to learn as they generate revenue and move business.

Search Answers

Service Cloud

Deflect more cases by surfacing answers to agents’ and customers’ questions directly in the Community Portal or Agent Console using generative AI. Rather than combing through multiple, lengthy knowledge articles, get precise answers grounded in trusted knowledge articles with Search Answers. We provide citations for the answers that Einstein generates.

Service Cloud Einstein: Knowledge Enhancements

Service Cloud

Use generative AI to quickly draft knowledge articles based on case data, saving agents time. Once the knowledge article is drafted, it goes through a standard review and approval process to ensure accuracy and relevance, which helps formalize institutional knowledge.

Service Intelligence Enhancements

Service Cloud

Allow agents to proactively take action with out-of-the-box Customer Effort Score and an AI-model for Propensity to Escalate. Meanwhile, Feature Management makes it easy to identify which knowledge articles deliver value and drive efficiency.

Unified Messaging for WhatsApp

Service Cloud

Turn one-way marketing promotional messages into two-way service conversations within the same WhatsApp thread for better engagement, higher conversions, and faster resolutions. Meet your customers where they are–and go from “do not reply” to “please reply.”

Document Builder

Service Cloud

Create impactful, tailored service documents with Document Builder, which adapts to various use cases like service reports, asset certificates, and quotes. User-friendly and loaded with Lightning web components, Document Builder lets you embed images, customize content, and go global with language localization. Tailor your documents to match your workflow, from one asset to many, and speak your customers’ language effortlessly.

Stay tuned to Tectonic’s Insights for more details and news from Salesforce. Enhancements for Salesforce Sales Cloud and Service Cloud in Spring ’24.

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