Salesforce Launches Service Intelligence – A Powerful New Analytics App for Service Cloud

Today, Salesforce launched Service Intelligence, a powerful new analytics app for Service Cloud designed to boost agent productivity, cut costs, and enhance customer satisfaction.

Powered by Data Cloud, Salesforce’s real-time hyperscale data engine, Service Intelligence gives users access to all of their data directly within Service Cloud, eliminating the need to toggle between screens for information.

Service Intelligence includes:

Salesforce Service Intelligence
  • Pre-built service dashboards, which give service agents and managers visibility into AI-powered insights through Einstein Conversation Mining and key metrics across cases.
  • Einstein Conversation Mining uses AI to analyze customer conversations so service leaders can quickly identify trends and top customer issues.
  • Tableau integration lets users jump from a Service Intelligence dashboard directly into data exploration in Tableau with a single click, all while retaining the data context from their service console.
  • Copilot for Service will give users the ability to ask Einstein questions about their Service Intelligence dashboards, metrics, trends, and more, using natural language directly within Service Cloud.
  • Einstein Studio will surface AI-powered insights like Propensity to Escalate — the likelihood a customer will elevate a complaint — and predictions on the time it will take to resolve a customer case.
  • Customer Effort Score will provide a holistic view of how difficult the service experience has been for the customer, and recommendations on how service professionals can tailor their interactions to improve customer satisfaction, like giving an unhappy customer a discount.

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New AI & Data Innovations in Sales Cloud

Salesforce launched new AI and data innovations in Sales Cloud. These innovations provide sellers with a variety of AI-powered tools to streamline research and manual tasks like summarizing meetings and creating emails.

These innovations include:

New AI & Data Innovations in Sales Cloud
  • Copilot for Sales gives sellers an AI assistant to research accounts, update their CRM, and prepare for meetings from anywhere, including their mobile device and browser.
  • AI-powered Call Summarization and Exploration automatically extracts call details, helping reps create and share meeting summaries with their teams.
  • Sales Email uses generative AI to create personalized outreach emails for common sales scenarios, such as introductions or follow-up notes, in the seller’s unique tone and style.
  • Automated Prospecting creates prospect lists based on account segmentation, customer fit, and buyer engagement scores to help sellers engage customers when they’re most likely to purchase.
  • Process Intelligence: Sales operations teams can easily build data models from internal and external data sources to optimize performance indicators, such as win rate or attrition metrics.
  • Sales Cloud Everywhere: Sellers can bring the power of Sales Cloud to Outlook, Gmail, and web browsers to effortlessly manage opportunities, update accounts, and look up CRM data from wherever they’re working.
Sales Cloud AI & Data Innovations
Image Source: Salesforce News Article (link below)

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TrailblazerDX 2024 Call for Participation Is Now Open!

TrailblazerDX is the AI developer conference hosted by Salesforce that focuses on the latest innovations on Salesforce platform is happening on March 6-7, 2024 in San Francisco and on Salesforce+. It is an opportunity for developers, admins, and architects to learn how to build the next generation of AI apps, get hands-on with core platform products and features, and learn directly from product owners and technical experts.

Salesforce is inviting its Trailblazer Community to share their expertise and experience at TrailblazerDX 2024. The TrailblazerDX 2024 Call for Participation is now officially open and will close on Friday, December 1, 2023, at 11:59 p.m. PT.

TrailblazerDX 2024 is an opportunity to share your expertise and experience with Salesforce’s AI and core platform products. If you have implementation best practices, solution stories, or career advice, share your session idea with Salesforce! Presenting at TrailblazerDX is a great way to showcase your Salesforce expertise, strengthen your personal brand, and connect with the Salesforce technical community.

For complete information on this call for participation, please click here.

Salesforce Developer Forums Discussions Are Moving to Trailblazer Community

Salesforce has sent out an email informing that effective December 4, 2023, the current Developer Discussion Forums on the Salesforce Developers website will be phased out. All pertinent discussions will transition to the Trailblazer Community digital platform. From this date onwards, the discussion forums will no longer be accessible via the Salesforce Developers website.

During the week starting November 20, you will be able to view discussions, but you will not be able to post new questions or responses.

Salesforce Developer Forums Discussions Are Moving

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