Salesforce Aims At Making Life Easier For Agents

  • platform
  • productivity
  • mobile
  • Service Out-of-the-Box lets companies build a modern customer service center in a single day. Case management is now pre-built into Service Cloud, and a new streamlined set-up experience simplifies the steps needed to deploy essential service flows — with clicks, not code. Service admins can add a customer community and knowledge base, as well as connect to email, Facebook and Twitter feeds — some in as little as five steps. And wIth Trailhead, Salesforce’s online, gamified learning platform, anyone can take one of the 20+ free, guided modules to learn how to deploy, configure and customize Service Cloud.
  • AppExchange and Lightning App Builder for Service provide customer service teams with an easy way to customize and extend Service Cloud. Using the Lightning App Builder, companies can extend functionality by simply dragging-and-dropping one of the new service Lightning Components — such as the knowledge sidebar or related record — into Service Cloud. Companies can further extend Service Cloud functionality with more than 75 Lightning-Ready service partner apps available today on the AppExchange, the world’s largest business app marketplace. Among the service apps available today are telephony and call center management capabilities from Dialpad, NewVoiceMedia and Talkdesk; IoT asset tracking and mapping from MapAnything Live; and patient education from Healthwise.
  • Lightning Service Console, the unified desktop experience for customer service agents, includes several new capabilities to maximize productivity and speed so agents can provide better customer experiences and resolve cases faster.
  • Case Kanban provides a visual dashboard of cases in queue so agents can more efficiently triage cases and prioritize their time.
  • Community Agent 360 gives the agent useful context, surfacing a customer’s community history and showing if the customer recently viewed or created content, such as a reading a community article or posting a comment.
  • Federated Search helps an agent quickly find records across Salesforce and external data sources such as Confluence, YouTube, Dropbox and Box.
  • Macro Builder lets agents quickly create reusable macros for specific customer service scenarios that agents can easily deploy if the issue arises again.
  • Service Cloud Mobile app for iOS and Android will empower agents to provide personalized customer service from anywhere. With the new native mobile app, employees will be able to triage, manage and resolve cases while in meetings or on-the-go. Push notifications will help keep agents up to date on the status of their cases, making it easier for them to provide customers with fast, responsive service.
  • “Service Cloud is the market leader because of our unparalleled track record of innovation,” said Mike Rosenbaum, EVP, CRM Apps, Salesforce. “The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them — delivering truly differentiated service to their customers.”
  • “Every company recognizes the importance of providing good customer service. But for smaller companies, setting up a new contact center is often overwhelming and for bigger companies, they are often constrained by old, legacy systems,” said Rebecca Wettemann, VP, Research, Nucleus Research. “With today’s announcement, Salesforce is making it much easier for companies all sizes to provide differentiated service.”

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Thomas Wieberneit

Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation