The Salesforce Summer ’25 Release Notes for Service Cloud brings major enhancements to Agentforce and employee service tools. From AI-powered email responses and follow-up prompts to visual CSAT normalization and entitlement automation, teams can resolve cases faster and with greater precision. Mobile and UI improvements make it easier for reps and supervisors to manage workloads, monitor real-time conversations, and streamline approvals. Learn the latest updates for Service Cloud below.
Boost Efficiency and Enhance Employee Experience with Agentforce for Self-Service
Use the Agentforce Employee Service template, along with its predefined topics and actions to build an agent that helps resolve common employee support requests. With Agentforce, your employees can easily check their leave balance, generate an employment verification letter, access enablement program details, submit expense claims, request leave, update direct deposit information, and manage their profile details. Always available, Agentforce ensures your employees’ cases are handled quickly and efficiently.
Update Permissions for Agentforce Service Assistant Users (Release Update)
Starting in Winter ’26, access to Service Assistant is provided only through the Service Planner User permission set license. At that time, permissions for Service Assistant will be removed from the Salesforce license, and feature access through that license isn’t available.
Enable Business Hours Age to Track Accurate Case Age Without Raising a Support Case
Include the Business Hours Age field on case reports without raising a support case. Business Hours Age helps you track accurate case age. This helps your support teams work within realistic timelines and provide timely customer service.
Close Cases Faster by Adding the Close Case Button to the Case Details Page in Lightning Experience
After resolving a customer’s case, service reps can close the case directly from the case details page by clicking the Close Case button. This saves time that would be wasted navigating elsewhere to close the case.
Gain Precise Insights with Normalized CSAT Scores
View customer satisfaction (CSAT) scores on a consistent scale of 0 to 5, regardless of the original scale used in the customer survey. This makes it easier to accurately interpret your customer satisfaction levels and identify areas for improvement.
Automate Your Customer Emails With Agentforce (Generally Available)
Agentforce for Service on Email responds autonomously to customer emails. It provides relevant information with an appropriate tone. For example, if a customer emails you asking when their package will arrive, Agentforce Service Agent can provide them the estimated delivery date and tracking number. Email responses are grounded in your Agentforce Data Libraries and topic instructions.
Accelerate Case Resolution and Boost Service Efficiency with Einstein Follow-Up Emails
Create friendly follow-up emails with the Follow-Up Service Email prompt template in Prompt Builder. Service reps can use this template to quickly generate and send follow-up emails to customers who haven’t responded.
Drive Employee Enablement Program Completions with Enhanced Oversight
Your managers can now view information about the employee enablement programs assigned to their team members. The information includes program name and description, due date, and percentage completion. For quicker insights, managers can filter the programs. With better oversight, managers can track the programs and assist their team members in completing the programs.
Boost Rep Efficiency and Minimize Violations by Automatically Mapping Entitlements
Automatically map entitlements to the corresponding cases, work orders, and incidents based on predefined rules. This change boosts rep efficiency, minimizes SLA violations, and simplifies administration by eliminating the need to map entitlements to each case, work order, or incident. If needed, service reps can manually change the entitlement auto-applied to a case.
Get a Visual Representation of Participants’ Survey Progress
Participants can see how much they have progressed in the survey with a visual progress bar indicator that shows the percentage of progress. This update makes it easier for participants to stay on track and to see how much they have left to go.
Gather Feedback to Improve Your Knowledge Base (Generally Available)
Use Knowledge Feedback to capture feedback on your Knowledge articles and assign feedback responses to the appropriate people or teams for action. It’s a great way to see how useful your articles are and to identify areas for improvement. This feature helps keep your articles relevant and up to date, making sure that Agentforce responses are accurate and helpful.
Simplify Service Cloud Feature Discovery and Setup
With Salesforce Go, you can discover, set up, and configure service features, and track feature usage, all from one location in Setup. Learn more about features and get help with configuration by accessing content resources and links. Explore more service products and features, and if you’ve turned on the Your Account app, you can purchase add-on licenses for some features directly from Salesforce Go.
Resolve User Search Queries Faster by Sharing Data Category Selection with Agentforce Service Agent (Beta)
Empower your users who are in mission-critical situations with faster resolution to their search queries by passing information about the data categories selected to Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base.
Use Status-Based Capacity with Voice (Generally Available)
Allocate rep capacity based on the status of a rep’s accepted work. Status-based capacity was previously available for other service channels, but it’s now available for Voice. Thanks to status-based capacity, voice calls are available on Lightning apps with standard navigation. This feature is now generally available.
Declutter Omni Supervisor with Only Relevant AI Agents
Salesforce admins can now configure which AI agents are visible to each supervisor in Omni Supervisor. To enable supervisors to focus on the most important AI Agent conversations to them, modify supervisor configurations. Previously, every supervisor saw all active AI agents, up to 10 Service agents. If there are more agents, the top 10 agents with the most conversations appear in the tab.
Provide Better AI Support with Real-time Monitoring of Email Conversations
To make sure that Agentforce Service Agents are providing quality service via email, supervisors can now monitor the email conversations between Service agents and your customers. Supervisors can now view and manage real-time Service agent email conversations in the AI Agents tab of Omni Supervisor. Previously, supervisors could monitor only messaging conversations.
Respond Quickly to Changes in Service Channel Demand with Agentforce
Streamline your workflows by allowing supervisors to update reps’ presence statuses through a conversational interface. To quickly handle spikes and lulls in a service channel, supervisors can make more reps available for a service channel. To specify which reps are available, supervisors can change the reps’ presence status by using Agentforce. For example, use this feature to make more reps available for a Messaging channel that has work items building up in the backlog.
Show Estimated Wait Times When Routing Work to Skills
To set customer expectations and improve their satisfaction, you can now share estimated wait times when you route work to a required skill or set of skills. To calculate the time, during the calculation, we use only recently answered work that matches the same required skills. The additional skills are ignored. Previously, we supported Estimated Wait Time when work is routed to queues only. Also, to increase the accuracy of Estimated Wait Time, we simplified the calculation to now use a weighted average, where the more recently added work weighs heavier than the older work.
If you would like to learn more about the Salesforce Summer ’25 Release Notes for Service Cloud, please visit our website.
About Corrao Group
Since 2008, Corrao Group has been a trusted global Salesforce partner, helping B2B organizations across retail, consumer goods, manufacturing, and healthcare drive digital transformation. Our expertise spans Salesforce Consumer Goods Cloud for Sales & Service, Retail Execution (REx), Customer Planning & Forecasting (CPF), Trade Promotion Management (TPM), Agentforce, and Data Cloud. With seamless integration and a deep understanding of industry challenges, we translate complex business processes into scalable, high-performing Salesforce solutions. As power users and implementation experts, we optimize operations, enhance decision-making, and accelerate growth—ensuring your business stays ahead in a competitive market.
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Salesforce Summer ’25 Release Notes for Service Cloud
