Service Cloud

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.

References & Useful URLs

#SalesforceWinter24 – Notify Slack Users with @Mentions in Salesforce

/ , ,

#1MinuteTip #SalesforceWinter24 Get the attention of swarm members in Slack with @mentions supported from the Slack Conversations component in Lightning Experience.

@Mention Slack users that are part of your workspace and see if they’re marked as active or away in Slack. And, to make your conversations look and feel more like Slack, Slack channel and emojis @mentions are also supported from the Slack Conversations component.

Product Area: Service Cloud for Slack

Notify Slack Users with @Mentions

References & Useful URLs

Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

#SalesforceWinter24 – Upgrade to Enhanced Omni-Channel

/ ,

#1MinuteTip #SalesforceWinter24 Make your Omni-Channel experience even better with Enhanced Omni-Channel.

The new Enhanced Agent UI lets agents work more smoothly and logically, including pausing work while they take on more urgent items. Follow your agents’ work on one page with a new summary wallboard in the Enhanced Supervisor experience.

Product Area: Service Cloud

Enhanced Omni-Channel Routing

References & Useful URLs

  • For Related Winter ’24 Release Note Article – Click Here

Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

#SalesforceSummer23 – Stay on Top of Incidents with the Enhanced Incident Alerts Utility

/ ,

#1MinuteTip #SalesforceSummer23 Increase incident visibility from anywhere in Salesforce with the new All tab in the Incident Alerts utility. Now incident teams see all incidents from one place, including the newest incidents, while keeping the context of the Salesforce record.

And, to reduce context switching, incident teams can use the default list view to edit, delete, or attach the incident to a case without leaving the Incident Alerts utility.

Product Area: Service Cloud

Enhanced Incident Alerts Utility

References & Useful URLs

Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

#SalesforceSummer23 – Enable Updates to Email Message Related Records

/ ,

#1MinuteTip #SalesforceSummer23 Modify certain related records on incoming or outgoing email messages. Assign a user permission so that the automated case user for a process, for example, can adjust an address field or add an attachment link. Previously, a process couldn’t make updates unless the email message was in the draft state.

Assign the Update Email Messages user permission to a user, such as the automated case user for a process. The process can then insert an Email Message Relation object that updates the To, From, Cc, or Bcc address fields or a Content Document Link in the email message.

Product Area: Service Cloud

Enable Updates to Email Message Related Records

References & Useful URLs

  • For Related Summer ’23 Release Note Article – Click Here

Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

Scroll to Top
Introducing All Access Pass
Check Details
SUBSCRIBE NOW