The Salesforce Winter ’25 Release for Service Cloud introduces powerful tools and enhancements designed to elevate your customer service experience. From streamlined case management with Einstein AI to enhanced mobile capabilities, these updates empower service teams to resolve issues faster and more efficiently. Whether customizing work summaries, gaining deeper insights through new data integrations, or automating routine tasks, this release equips your team with the tools to deliver exceptional service. Explore these innovations to see how they can transform your service operations and improve customer satisfaction.
Discover Even More Service Capabilities with My Service Journey (Beta)
Quickly see how to take your Service Cloud implementation from good to great. Explore different Service areas, like the Help Site or Agent Console, and filter capabilities based on your business goals, edition, what’s new, whether it’s an Einstein feature, and more.
Empower Agents to Resolve Customer Issues Faster with Einstein Article Recommendations (Pilot)
Reduce handle time and improve customer satisfaction by providing agents with recommended articles with Einstein Article Recommendations for Conversations.
Gather More Service Support Insights with Additional Channels in Einstein Conversation Mining
Create reports with our newly supported channels, which include third-party messaging apps such as WhatsApp, Facebook Messenger, and Apple Messages for Business.
Customize Your Work Summaries in Copilot (Generally Available)
Now, you can customize how Einstein drafts Work Summaries in Copilot. Get summaries that meet your team’s needs by adding your own formatting rules or restrictions to the prompt template that guides Einstein responses.
Get a Quick Overview of a Case and Ongoing Developments with Case Summaries (Pilot)
Quickly catch-up on cases with AI-generated case summaries. Using Einstein Case Summaries, agents can see the case progression including conversations, updates, and escalations—all from the Case Feed or Case Comments.
Get Faster Insights with Einstein Case Management (Beta)
Improve customer service with near real-time insights that help agents quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. Einstein Case Management dashboards show minutes-latency metrics that help your team deliver more informed, personalized service. Plus, with the new Flag to Supervisor flow, agents can instantly alert supervisors about case developments.
Automate Knowledge Reviews with Salesforce Flows
Install the Flag for Review flow to help managers quickly set the review date on articles to the current date and publish articles directly from Knowledge Performance dashboards.
Gain Deeper Insights into Knowledge Performance with Data Categories
Evaluate article effectiveness and ensure compliance with a comprehensive view of your Knowledge categories.
Draft Personalized Service Emails with Einstein
With the Service Email Assistant, Einstein uses case data to draft personalized emails to customers. Agents can use preset email prompt instructions or enjoy custom email instructions created by their Salesforce admins. Agents just choose a template and let Einstein craft a response.
Move Emails Easily to the Relevant Case
Let agents reassign emails from one case to another with Email-to-Case. Keep emails correctly sorted when a customer replies to a thread with information about a different case.
Messaging in the Salesforce Mobile App is Generally Available
Let agents message on the go with messaging in the Salesforce Mobile App. While messaging in the Salesforce app was in beta in Summer ‘24, it’s now generally available.
Reduce handle time and improve customer satisfaction by providing agents with relevant articles in real time during calls.
Integrate Knowledge and Unified Knowledge with Data Cloud
Combine your first and third-party knowledge in Data Cloud to improve generative AI features for Einstein for Service. With the upcoming switch to Data Cloud grounding, use the latest Retrieval-Augmented Generation (RAG) updates for higher-quality replies and answers. Previously, articles were limited to 131,000 characters in rich text fields, but Data Cloud increases this limit to 100 MB. Articles exceeding 25 MB aren’t indexed for search. This integration prepares Knowledge and Zoomin connectors for future enhancements.
Connect Unified Knowledge to More Systems
Enhance your Unified Knowledge integration with three new connectors: Github, ServiceNow, and Madcap Flare. Unify your company’s knowledge across every agent and customer search experience and ground generative AI features for Einstein for Service.
Boost Service Efficiency by Automating Milestone Actions with Flows
Automate standard milestone actions through a flow to reduce the manual work of agents and improve the efficiency of your service operations. Here are some actions that you can auto-trigger by using a flow when the milestone is completed, nearing violation, or violated: send email alerts powered by Einstein, update records for other cases simultaneously, send Slack notifications.
Help Agents Prioritize Cases Effectively by Tracking Milestone Time
Help agents prioritize cases needing attention and maintain high service standards. With Time to Next Milestone in the case list view, they can easily identify cases that are overdue, nearing completion, or paused, based on the remaining time to complete the milestone. Previously, while handling multiple cases simultaneously, agents didn’t have a clear indication of which ones to prioritize.
Simplify Information Access, Service Requests, and Case Creation with Employee Hub
Employees can use Employee Hub to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and obtain manager approvals. For further support, employees can create cases or contact human resource (HR) personnel through the email, voice, and messaging channels. Employees can also manage their own profile information. Administrators can customize the Employee Hub template based on organization needs and employee preferences.
Support Customers While on the Go with Omni-Channel for Mobile (Generally Available)
Omni-Channel users can now use their mobile device to complete work from service channels enabled with status-based capacity. With Omni Mobile, they can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Mobile is part of the Salesforce mobile app. This feature is now generally available. We delivered this feature thanks to your ideas on IdeaExchange.
About Corrao Group
Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. We’ve worked with nearly 1,200+ customers, implementing, customizing, and optimizing over 2,400+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!
