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The Salesforce Service Cloud is growing faster and faster. To keep that down, Salesforce occasionally adds new features. Today, Salesforce is adding a range of AI features that make it easier for large company employees to help customers.

The update mainly expands the customer service and support capabilities of the Service Cloud. It does this by automating a number of important tasks that helpdesk staff have to perform. This makes Salesforce’s Service Cloud even more interesting for companies that have chatbots and want to expand their functionality.

New features

The most important new feature added by Salesforce to the Service Cloud is called Case Routing. Above all, it simplifies the process of getting customers to the right employee. In this way, employees can answer questions more quickly and customers are better served.

Once a customer service employee has been assigned to a case, he or she will have a number of new functions available to answer questions:

  • Einstein Article Recommendations: this function can scan a company’s internal knowledge base for information that is relevant to a customer’s question.
  • Einstein Reply Recommendations: the Salesforce Service Cloud provides the employee with real-time suggestions for an answer to a customer’s question.

Not always is an AI-suggestion enough to be able to deal with a case properly. This new update is also a response to this. Employees can use Quip, Salesforce’s toolkit that allows them to request feedback from colleagues without having to open a new tab. Users can also write articles for the knowledge base, and do so within the Service Cloud interface. In this way, the available knowledge continues to increase and questions could be answered better and better.

This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.