The Spring ’25 Release for Service Cloud introduces new features to enhance customer support and boost agent productivity. From live conversation monitoring with Agentforce Service Agent to AI-driven case resolution assistance, these updates make providing exceptional service faster and easier. Simplify workflows, gain actionable insights, and empower your team to deliver personalized, efficient customer experiences. See the latest features for Service Cloud below!
Monitor Real-time Conversations Between Agentforce Service Agents and Customers (Release Update)
To improve the quality of service, supervisors can now monitor live messaging sessions between this type of AI agent and your customers. Specifically, they can monitor enhanced Messaging and Messaging for In-App and Web sessions from within Omni Supervisor. To notify supervisors which conversations need human support, add the Raise Flag action to the AI agent. Supervisors can lower the flag and transfer conversations to human representatives.
Flag Supervisors to Help with Agentforce Service Agent Conversations
While hundreds of Service Agent conversations can happen simultaneously, help supervisors focus on the ones that need their assistance. Use the Raise Flag action to alert a supervisor if a conversation between the AI agent and a customer needs their attention. For example, alert the supervisor if a customer is upset or requests a refund.
Enhance User Search Experience by Using Context-Driven Conversations with Agentforce Service Agent
Empower your users with faster resolution to their queries by passing the real-time search context from site visitors to Agentforce Service Agent. Agentforce Service Agent suggests solutions to user queries by accessing the knowledge base.
Get Case Resolution Assistance at the Click of a Button (Generally Available)
Agentforce Service Planner reduces the need for service reps to spend time digging through your company’s policies and standards, case history, or Knowledge Articles to determine how to resolve a case. As an AI assistant in the form of an Lightning web component in the Case record page, Service Planner uses generative AI to summarize a case and create a list of suggested steps for case resolution. Because Service Planner is grounded in your Case data and Agentforce topics, actions, and instructions, the suggested steps are trusted and tailored to your company’s specific policies and standards.
Mine Insights from Voice Conversations
Create conversation mining reports with our newly supported channel, Voice. Identify frequent cases and inquiries, and pinpoint areas suitable for automation to streamline future cases.
Customize Service Replies for Email in Prompt Builder
Customize support emails with the Einstein Service Replies for Email prompt template in Prompt Builder. Make your emails informative and case-specific when you ground on relevant knowledge articles and case details. With the Get Grounding Data for Service Replies for Email action, your responses pull from the most relevant articles.
Reduce Costs and Improve Operations with Service Insights
Make better service decisions with insights from your service trends, agent behaviors, and customer satisfaction scores across your service channels. Get a comprehensive view of your service team’s caseload in the Case dashboards. Perform a deep dive into your customer satisfaction with CSAT dashboards. Quickly understand how Agentforce Service Agents help customers using the Agentforce dashboards.
Enjoy Improved Flexibility When Refining Automated Emails
Service reps using Draft with Einstein can now elevate their emails by writing their own free-form instructions to draft an email, modifying generated emails for length and tone, and inserting generated content into email templates.
Empower Reps to Resolve Cases Faster with Einstein Article Recommendations for Messaging (Pilot)
Reduce handle time and improve customer satisfaction by providing service representatives with relevant articles in real time during calls.
Route Work Items Through a Single System with Unified Routing for Voice (Pilot)
Route voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls. Routing takes place in Salesforce instead of in the telephony system. Previously, Omni-Channel provided end-to-end routing support to other channel types only. Turn on Unified Routing to support skill-based routing and direct-to-rep routing for voice calls in an Amazon Connect contact center. Additionally, reps now have more than 20 seconds to accept a call.
Empower Reps to Resolve Cases Faster with Einstein Article Recommendations (Pilot)
Reduce handle time and improve customer satisfaction by providing service representatives with relevant articles in real time during conversations. During real-time conversations, Einstein recommends relevant articles directly to service representatives in the Voice Call or Messaging Session record page. By default, recommendations are given whenever relevant throughout each conversation. To provide article recommendations only when service representatives are ready to leverage them, go to the Einstein Article Recommendations setup page and select the option to provide article recommendations only on-demand.
Integrate Knowledge with Data Cloud
Use Unified Knowledge to easily integrate your knowledge articles from both internal and third-party sources into Data Cloud. You can use Data Cloud connectors to consolidate your knowledge articles into a single, comprehensive knowledge base. This integration helps generate accurate and relevant AI answers, so service reps can solve customer cases more quickly, and provide faster, more personalized customer experiences.
Alert Agents to Knowledge Articles with Einstein Knowledge Creation Async Notification
Agents can now respond to other cases while they wait for their knowledge article to be generated, which increases agent productivity. Previously, agents were unable to act for up to 3 minutes while Einstein generated a knowledge article for their case.
Empower your users who are in mission-critical situations with faster resolution to their search queries by passing site visitor’s search context to Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base.
Reassign Work Items from Service Channels
Reps can already transfer Voice calls and Messaging sessions using Omni-Channel. To transfer other types of work with Omni-Channel, instead of changing the Owner field of the work record, reps can now reassign the work to different queues, service reps, AI agents, skills, and Omni-Channel flows. After the work is reassigned, Omni-Channel routes the work to the new destination. To improve resolution time and improve SLA attainment, Omni-Channel places the reassigned work item higher in the queue, as if it had originally started there. This feature is available in Enhanced Omni-Channel only.
Manage Your Workforce More Efficiently with Agentforce
Supervisors can now chat with Agentforce (Default) on a desktop or the Salesforce mobile app to efficiently manage queues and skills assigned to Omni-Channel users. Using the Update Omni-Channel User Configuration agent action, they can add or remove queue assignments, add or remove skill assignments, and change skill levels for users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, the supervisor can temporarily assign idle agents to the busiest queues. Using the conversational interface, they explicitly identify skill levels by number and agents, skills, and queues by name. A supervisor can modify only the Omni-Channel users, queues, and skills that are visible based on their supervisor configuration.
Increase Rep Productivity with Omni-Channel Sidebar
To view and quickly change their statuses, reps can now use the collapsed Omni-Channel sidebar. To notify reps about work that’s been auto-accepted or resumed after being paused, these updated work items now appear in the Omni-Channel sidebar.
Unify Customer Data for a Holistic Profile
Create a single, coherent view for each customer by collating data from multiple sources. Use this comprehensive view to better understand customer needs and deliver more personalized experiences.
Improve Customer Experience with Email Insights
Capture detailed customer feedback via email, and derive actionable insights from email data. Use the data to improve service rep interactions and empower decisions.
Boost Productivity by Creating Multiple Cases Simultaneously
Save time and effort by creating multiple cases directly from the Customer Intelligence Experience analytics dashboard. Act swiftly on customer sentiments without going to the case creation page. Know the status of your case creation requests with instant notifications.
If you would like to learn more about the Salesforce Spring ’25 Release Notes for Service Cloud, please contact us.
About Corrao Group
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