Salesforce enhances Service Cloud for remote collaboration

Get a free Techzine subscription!

Salesforce released the next-gen Service Cloud, with enhancements included for Cloud Voice and Einstein Bots. The company says the updates are meant to help organizations deal with the new reality brought on by the pandemic.

Over the past year, service agents have had to transition to working from home. In addition to that, they had to rely on old technology that was not designed to manage a scattered workforce.

Service Cloud Voice merges phone, digital and CRM

Service Cloud Voice puts phone, digital channels, and customer relationship management data in one place. Now, users can connect with existing phone systems, using the Service Cloud Voice for Partner Telephony.

Service Cloud Voice for Partner Telephony will help enterprises with landlines use features like real-time call transcription and AI-powered guidance on recommended steps.

Related: Salesforce Service Cloud Voice brings telephony and CRM together

What else is included?

Salesforce is also offering Service Cloud Workforce Engagement, a workforce planning product powered by AI, to predict how many requests may come into a contact center, and through which channel (email, text, social, etc.)

The platform allows agents to have a workspace where data, real-time coaching, and on-demand training are all integrated with Salesforce’s MyTrailhead online learning portal.

Pre-built Einstein Bots were also shown off. The conversational bots can be used to resolve simple issues like processing a return or checking for booking, among other things. The importance of these tools is highlighted in the problems that they solve, with more expected to come out of Salesforce.