Category: Service Cloud

Salesforce Spring ’25 Release Notes for Field Service

The Spring ’25 Release for Field Service delivers powerful updates to improve productivity and enhance mobile worker experiences. Fill schedule gaps with Agentforce, streamline workflows with Data Capture forms, and empower workers with tools like Siri integration and image-based AI assistance. These updates can help you operate more efficiently, keep your team safe, and deliver exceptional service to your customers. Learn the latest features for field service below!

Boost Productivity and Resource Utilization by Easily Filling Schedule Gaps with Agentforce

Let dispatchers focus on strategic tasks by using Agentforce Field Service Actions to fill schedule gaps. Agentforce uses your business rules and objectives to recommend appointments for the gaps, and then schedules the appointment selected by the dispatcher.

Listen Safely to Pre-Work Briefs with a Tap of a Button

Take care of your mobile workers’ safety by keeping their eyes away from their phones. In the Einstein generative AI Pre-Work Brief, mobile workers can now get the brief read aloud to them. For example, if a worker is at a busy job site and they want to prepare for the job while remaining aware of what’s going on around them, they can listen to the brief.

Get Solutions Easily from Agentforce by Including Images

Mobile workers can now add images to their conversation with their AI agent in the Field Service mobile app. Agentforce analyzes the images to assist the mobile worker. Workers can add images from their gallery or take a picture directly with their camera. For example, instead of workers explaining an error code on an oven, they can add an image that shows the information.

Work Smarter by Using Siri to Communicate with Agentforce

Mobile workers can talk to Siri and have her request Agentforce to do something for them in the Field Service mobile app. When a mobile worker says to Siri, “Ask Field Service,” followed by their request, the AI agent starts working its magic in the app. The AI agent can quickly complete any request it’s been set up to do. For example, mobile workers can ask to draft a post-work summary, get information from knowledge articles, or schedule a follow-up appointment.

Increase Coverage with 24-Hour Availability for All Service Resources

Enable continuous round-the-clock availability for individual service resources to allow assigning appointments in specific scenarios, such as emergencies during on-call shifts. This enhancement supports scheduling across standard and extended working hours for a period that spans beyond 24 hours without breaking or requiring artificial gaps. Previously, only capacity-based resources were always available.

Enhance Scheduling Flexibility by Assigning Service Appointments to Individuals or Crews

Get more options when scheduling service appointments that require a crew size of one by assigning them to either an individual service resource or a crew. Previously, this functionality was available by default only when you’re not using Enhanced Scheduling and Optimization. Now, with Enhanced Scheduling and Optimization, you can turn this functionality on or off with the Assign Service Appointments to Individuals and Crews checkbox.

Gain Visibility into the Scheduling History of Service Appointments

Track information on changes made to a service appointment and quickly resolve any related issues. Service Appointment Lifecycle captures changes to key service appointment properties related to scheduling, such as service resource, duration, and scheduled start and end times. This information shows on the service appointment record page, where dispatchers and Salesforce admins can easily spot and review issues. Each change is also saved to the new Field Service object change record page. From the object list view, Salesforce admins can identify and analyze patterns and trends and create reports to better manage the scheduling process. Previously, only the current scheduling information for service appointments was available.

Monitor Field Service Operations with New Dashboards (Beta)

Determine if you’re meeting your field service goals with the new Field Service Intelligence dashboards. The new dashboards help your field service team improve operations and reduce costs with customer data, easy-to-understand visualizations, and key performance indicators enhanced with Einstein. This app includes Work Order dashboards to help you understand where your orders come from, and Service Appointment dashboards that help you understand trends, such as appointment duration and the first-time fix rate.

Promote Your Brand During Visual Remote Assistant Sessions

Create a personalized customer experience by customizing the mobile web browser screens shown before, during, and after each Visual Remote Assistant session. Upload and integrate your brand assets to align each customer interaction with your brand identity for enhanced recognition, trust, and engagement.

Find Available Slots More Efficiently When Booking Appointments with Appointment Assistant

Booking appointments is easier than ever with the simplified Appointment Assistant experience. Customers can now see a more focused single-day view of available appointment slots, making it easier to find a time that works for them. No more sifting through a list of the full-week’s schedule. If no slots are available for the selected week, customers can tap the option to move to the next week and continue their search.

Simplify Mobile Forms with Data Capture Flow (Generally Available)

Create dynamic, responsive forms in Flow Builder with the Data Capture flow type. Data Capture is the Salesforce Field Service solution for forms for everything from pre-work tasks like safety protocol to environmental assessments. With Data Capture, build forms that use conditional logic to simplify the mobile experience, respond to mobile users’ input, and reduce task completion time. Previously, you had to integrate external apps to create forms that launch from the mobile app. With the Data Capture flow, forms are seamlessly integrated with the Salesforce platform and are tailored to the task.

Empower Mobile Workers with Data Capture Forms (Generally Available)

Get the job done faster, online or offline, with smart, dynamic Data Capture forms. Launch Data Capture forms from the Forms tab on Work Order Overview or directly from a service appointment or work order line item from the Forms related list. Navigate freely throughout Data Capture forms without missing a beat. Data Capture flows are auto-saved, so you don’t have to worry about losing your work. From asset maintenance to environmental assessment, the conditional logic of Data Capture tailors data collection to the task at hand, freeing mobile workers to focus on what matters and complete work faster.

Manage Service Records Automatically On the Go

Manage service records offline when mobile workers arrive or leave an area. Geolocation-based actions with mobile screen flows run in the background as workers engage with the app. ‌Previously, mobile workers had to go back online for the action’s data to be synced and for the record-triggered flow to launch.

Get Notified When Mobile Workers Arrive at the Office or Pass by a Work Facility

To monitor mobile worker safety and automate check-ins, use geolocation-based actions with new support for service territory and service territory members. You can trigger actions when mobile workers come in, out, or through the area. These enhancements lead to streamlined operations, better resource management, and ultimately, higher customer satisfaction by making sure that services are delivered more efficiently and safely. Previously, only service appointments were supported, not the service territory and service territory members.

If you would like to learn more about the Salesforce Spring ’25 Release Notes for Field Service, please contact us.

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 1,250+ customers, implementing, customizing, and optimizing over 2,500+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!

Salesforce Spring ’25 Release Notes for Service Cloud

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.

Resolve User Search Queries Faster by Using Context-Driven Conversations with Agentforce Service Agent

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

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 1,250+ customers, implementing, customizing, and optimizing over 2,500+ Salesforce projects. If you are interested in learning more about how Corrao Group can help your company, read our reviews on G2!

Top Takeaways from Dreamforce 2024

Dreamforce 2024, the world’s largest software conference, delivered new innovations that are set to transform industries. Highlights include the launch of Agentforce, Salesforce’s autonomous AI suite, and major updates to Data Cloud and the Customer 360 platform. Powerful Retail & Consumer Goods sessions with McKee Foods, Republic National Distributing Company (RNDC), and Dole Fresh Fruit showcased how Consumer Goods Cloud is helping businesses optimize processes, strengthen relationships, and drive growth. Here are the top takeaways from Dreamforce 2024!

Agentforce

The biggest news coming from Dreamforce 2024 was, of course, Agentforce. Salesforce’s new Agentforce suite represents a major leap in the AI landscape, with CEO Marc Benioff claiming, “The Agentforce platform represented the third wave of the AI revolution.” The autonomous AI agents are designed to handle tasks independently across sales, marketing, service, consumer goods, commerce, and more. Unlike traditional chatbots or copilots, Agentforce analyzes data, makes decisions, and takes action autonomously. This significant breakthrough allows organizations to quickly scale their workforce, responding to business demands in real-time without requiring human input.

The true power of Agentforce is its ability to operate accurately and efficiently by integrating deeply with Salesforce’s Data Cloud. Whether resolving customer service inquiries, qualifying sales leads, or optimizing marketing campaigns, these agents can perform tasks that free up human employees to focus on more strategic and high-level activities. This will increase productivity and customer satisfaction, making Agentforce a game changer in AI.

With its bold vision of empowering one billion agents by 2025, Salesforce is not just advancing AI technology but redefining what’s possible in the workplace. As Marc Benioff says, “This is the biggest and most exciting piece of technology we have ever worked on, and we are just starting.” For businesses across industries, Agentforce offers the opportunity to enhance efficiency, improve customer relationships, and drive growth—all with a few clicks and without the complexity of traditional AI implementations.

Consumer Goods Cloud Customer Success Stories

Three leading consumer goods companies took the stage to share how they harness the power of Salesforce Consumer Goods Cloud to transform their businesses.

Jack Corrao, Managing Partner of Corrao Group, highlighted McKee Foods’ success in optimizing trade promotions using Salesforce Trade Promotion Management. With trade spending being one of the biggest challenges in the Consumer Package Goods (CPG) industry, McKee Foods has found that the right tools can make a significant difference. By leveraging TPM, they have been able to navigate the complexities of trade promotions, maximize ROI, and enhance their overall business performance.

Republic National Distributing Company (RNDC) showcased how they use Salesforce Consumer Goods Cloud and Data Cloud to unify B2B and B2C data on a single platform. The session focused on how integrated planning and new data sources are helping RNDC make smarter, more profitable decisions, ultimately transforming their route-to-market strategy.

Dole Fresh Fruit shared its success story of improving planning and forecasting with Salesforce Consumer Goods Cloud Customer Planning & Forecasting (CPF). By utilizing Salesforce’s CPF capabilities, Dole has strengthened their relationships with retailers and boosted revenue through more accurate forecasts. Salesforce CPF has set a new standard for driving business growth and enhancing retailer partnerships.

All three of these sessions highlighted the transformative impact that Salesforce Consumer Goods Cloud has across the consumer goods industry, empowering companies to make data-driven decisions, optimize processes, and achieve greater success. Corrao Group has been proud to partner with McKee Foods, RNDC, and Dole Fresh Fruit to ensure a seamless rollout and successful adoption of these cutting-edge solutions.

Data Cloud

Salesforce’s Data Cloud continues to show impressive growth and innovation, with a 130% year-over-year increase in customers and the capacity to process over 2.3 quadrillion records per quarter. Salesforce’s Data Cloud, the foundation of the Salesforce Platform, and Agentforce continue to drive innovation in unifying customer and business data to deliver personalized, contextually relevant experiences across Customer 360 applications, Flows, Analytics, and Agentforce. “In this new era of AI and Agents, customer data and metadata are the new gold for the enterprise,” said Rahul Auradkar, EVP and GM for Data Cloud at Salesforce. At Dreamforce 2024, Salesforce introduced several key innovations that enhance Data Cloud’s capabilities, cementing its role as the heartbeat of Salesforce’s AI ecosystem.

One of the most notable additions is Data Cloud’s support for unstructured data, which can natively process audio and video content such as customer calls or webinars. This opens up new opportunities for deeper customer insights and enhances the accuracy of Agentforce’s agents. Data Cloud also features a standardized semantic data model, allowing AI and human users to interpret and use data consistently. With improved search capabilities, Data Cloud enables a quicker discovery of relevant information. Real-time data activations also enhance the ability to instantly respond to changing customer needs, providing organizations with more dynamic and timely customer interactions.

Finally, Salesforce has strengthened Data Cloud’s data security and governance features. New policy-based governance allows organizations to maintain strict control over how sensitive data is shared with AI agents. These innovations, combined with Data Cloud’s role as the foundation for Agentforce, enable businesses to harness the power of AI while safeguarding their crucial data and operations.

Customer 360 Platform Innovations

Salesforce unveiled a range of exciting new innovations within its Customer 360 platform, further enhancing AI-powered, personalized experiences across sales, service, marketing, and commerce. These innovations leverage shared data and services to deliver a seamless customer experience while integrating powerful analytics and collaboration tools such as Tableau and Slack. Built on the Salesforce Platform, Customer 360 ensures that every touchpoint is connected, enabling businesses to deliver customer interactions that are both efficient and impactful.

Among the standout innovations announced is Tableau Einstein, which opens up the power of business intelligence (BI) and analytics to everyone who wants to make data-driven work scalable, efficient, and more valuable. By bringing data and insights across workflows in Customer 360 apps, Agentforce, Pulse, and Slack, teams can make data-driven decisions faster and more effectively. Slack has also introduced a new user interface for agents, enabling users to interact directly with data, surface insights, and collaborate in real-time. This includes an integration with Agentforce agents, making it easier for teams to stay aligned and move work forward by connecting Salesforce CRM records with Slack channels. (More updates on Slack are below).

Salesforce has also enhanced its core products with AI innovations. Sales Cloud now features Agentforce SDR and Sales Coach and capabilities like account planning, forecasting, and compensation management. Similarly, Service Cloud’s new features provide service agents with step-by-step resolution plans, sentiment tracking, and AI-based recommendations to improve the customer experience. Agentforce’s Service Agent can autonomously handle customer cases 24/7, seamlessly escalating problematic cases to human representatives when needed. These innovations and the introduction of Agentforce agents tailored for commerce, field service, and marketing demonstrate Salesforce’s commitment to transforming every role and workflow across industries with AI.

Slack Innovations

Salesforce announced a new series of Slack innovations, transforming the platform into an agent-powered work operating system that unifies company knowledge, data, agents, apps, and automation in one seamless interface. Denise Dresser, CEO of Slack, mentioned, “We’ve moved beyond collaboration; every day, millions of teams are leveraging purpose-built AI, with customer data, automation, and now agents seamlessly integrated into the flow of work. This isn’t just about getting work done. It’s about unlocking new productivity levels to drive results and move business forward for every team and department.”

With an Agentforce integration, teams can now collaborate with AI-powered agents directly in Slack to surface insights, automate tasks, and access customer data from Salesforce. Additionally, third-party AI agents from partners like Adobe and Anthropic can be deployed securely within Slack, allowing users to work smarter and faster. New features like Slack AI huddle notes, automated workflows, and enhanced search capabilities further streamline productivity, while Salesforce channels bridge CRM data and Slack conversations to keep teams aligned. These innovations position Slack as a central hub for boosting department efficiency and collaboration.

Free AI-Training

Salesforce has announced a major initiative to offer free hands-on AI courses and certifications through 2025, investing over $50 million to help bridge the growing AI skills gap. Salesforce will provide premium AI training through Trailhead, making AI education accessible to everyone. Additionally, Salesforce plans to open AI centers at its San Francisco headquarters and global offices, providing community and employee training spaces. This initiative reflects Salesforce’s commitment to preparing the workforce for the future of AI, equipping individuals with the tools and skills needed to succeed in an AI-driven world.

Dreamforce 2024 Conclusion

Mark it down as another successful Dreamforce event by Salesforce. We want to give a big shout and thank you to Salesforce as they put on an extraordinary event that featured some incredible guest speakers. The energy around San Francisco was electric as attendees gathered to witness and learn what new features Salesforce would release next. We are already getting excited for Dreamforce 2025!

If you would like to learn more about any of the new features from Dreamforce 2024 and how it can relate to your business, please contact us.

About Corrao Group

Corrao Group is a top Salesforce consulting partner in the retail, consumer goods, and professional service industries. Since 2002, we have helped organizations of all sizes and industries optimize and streamline their business processes with Salesforce. Our mission is to flawlessly translate your business processes into Salesforce, promoting successful integration and widespread user adoption.

Salesforce Winter ’25 Release Notes: Field Service

The Salesforce Winter ’25 Release for Field Service brings powerful enhancements to optimize scheduling, boost efficiency, and improve customer service. With new AI-driven tools like Einstein Copilot for appointment management, enhanced scheduling flexibility, and features like Tap-to-Pay and dynamic Data Capture forms, your team is better equipped to deliver exceptional service. Explore these updates to elevate your field service operations and drive better results.

Get a Daily Summary of Service Appointments that Require Immediate Attention

Elevate dispatcher productivity by using Einstein Copilot Field Service actions. Get a daily overview to highlight service appointments that require immediate attention, such as appointments with rule violations, overlaps, SLA risks, or emergencies. Each category in the summary is converted into a filter in the appointment list, so it’s easy for dispatchers to resolve these issues immediately. Customize the summary to include additional categories.

Find Service Appointments Easily by Creating Search Filters in the Appointment List

Boost dispatcher efficiency by using Einstein Copilot Field Service Actions. Dispatchers can quickly find service appointments and take immediate action, whether planning schedules or addressing schedule changes. With the Create Appointment List Filter action, dispatchers can benefit from generative AI to search for appointments by using natural language. Einstein Copilot then converts these searches into filters in the appointment list.

Increase Flexibility and Efficiency When Scheduling Complex Work Chains

Improve resource utilization on the Gantt for Appointment Booking and Schedule operations with additional service appointment sliding capabilities. The Enhanced Scheduling and Optimization engine can now slide multiple appointments in a complex work chain with a start-after-finish dependency between service resources to a later time within the resources’ availability. Previously, the engine could move appointments with this type of dependency only up to the start time of the next appointment in the chain.

Enhance Scheduling Accuracy by Adding Travel Time Buffers per Territory

Adjust your estimated travel time for each territory to account for additional arrival time considerations, such as finding parking. These changes keep your schedule accurate and realistic and increase customer satisfaction by providing customers with more accurate arrival information.

Gain Instant Access to Key Operations and Insights with Field Service Home

Access your apps with one click and get personalized insights that spotlight the most crucial data for your field operations, from performance metrics to service trends. The Operations Home provides a comprehensive solution for managing Field Service operations and eliminates the need to search for apps and metrics.

Boost and Track Team Performance

Effortlessly monitor resource utilization, performance efficiency, and burnout risk with the Resource Management dashboard. Analyze individual metrics against team and company benchmarks that help you identify opportunities for improvement and ensure that your team thrives.

Gain Comprehensive Insights into Your Inventory and Products

Keep your operations running smoothly with the Parts and Inventory dashboard. Track stock levels, consumption rates, demand trends, and request statuses so you’re always informed.

Personalize Service Documents with Company and Worker Details

Provide customers with details about your company and who completed the job by including information, such as your company address and phone, name, and specialty of the mobile worker, in your service documents. Embed fields from User and Organization objects into your service documents with Document Builder.

Reschedule Appointments with Scheduling Dependencies in Appointment Assistant

If you’re using Enhanced Scheduling and Optimization, your customers can reschedule complex work in Appointment Assistant Self-Service Scheduling. Previously, if an appointment had scheduling dependencies, customers couldn’t reschedule it.

Empower Mobile Workers with Data Capture Forms (Beta)

Get the job done faster, online or offline, with smart, dynamic Data Capture forms. Launch Data Capture forms from the new Forms tab on Work Order Overview or directly from a service appointment or work order line item via the related list. Pause, resume, and progress backwards and forwards through Data Capture forms without missing a beat. From collecting data on assets that need maintenance to conducting environmental assessments, the conditional logic of Data Capture gives mobile workers only the questions that they need for the task at hand.

Accept On-Site Payments with Tap-to-Pay

Create a Lightning web component (LWC) that lets your customers use the Tap-to-Pay capability of the Payments plug-in to pay mobile workers directly. The Field Service mobile app then integrates with Pay Now to connect the LWC to a secure payment system that processes the interaction.

Reduce Distractions and Stay Focused with Standby Mode

Now mobile workers can pause notifications, data syncs, and location sharing with just a tap so they remain undisturbed during critical tasks. When they exit Standby mode and return to the app, they can continue right where they left off—no need to download records. Previously, workers had to log out and download records again for offline work when logging back in. Enable Standby Mode for your mobile team in Field Service Settings.

Search for Records Easily in the Field Service Mobile App

Let mobile workers quickly find the records they need to get the job done faster with a simple search view that includes filtering and sorting capabilities.

Improve Your Scheduling and Optimization Proficiency with Revamped Salesforce Help Content

Explore updated documentation that boosts your self-sufficiency, enhances user engagement, and facilitates the adoption of our automated features, maximizing your ROI. We enriched the Salesforce Help content on scheduling and optimization to simplify the implementation process. For example, get insights into feature configurations, more details on tools for scheduling automation and optimization, and scenario-based best practices tailored to various roles and industries. Learn about the differences between the optimization engines and the advantages of transitioning to Enhanced Scheduling and Optimization.

Switch to Lightning Data Service for the Best Mobile Experience

Turn on Lightning Data Service in the Field Service mobile app by using a simple setup to access the latest features. Then, use it with Lightning web components to customize the app for your business needs. See the guide Move to Lightning Data Service posted in the Field Service Mobile Trailblazer Community.

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!

Salesforce Winter ’25 Release Notes: Field Service

Salesforce Winter ’25 Release Notes: Service Cloud

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.

Empower Agents to Resolve Customer Issues Faster with Einstein Article Recommendations for Voice (Pilot)

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!

Salesforce Winter ’25 Release Notes: Service Cloud

Salesforce Winter ’24 Release Notes: Service Cloud

The Salesforce Winter ’24 Release Notes for Service Cloud is here! From harnessing AI to answer FAQs using Article Answers, to optimizing agent responses with Einstein Service Replies, the Service Cloud enhancements are poised to reshape how your organization delivers customer support. Learn the latest features that will allow your company to drive customer loyalty, empower agents, and elevate your customer experience.

Answer FAQs with Article Answers AI (Generally Available)

Article Answers is now generally available in English, French, German, Italian, Portuguese, and Spanish. Article Answers combines machine learning and traditional search to process your customers’ free text inputs and serve up relevant fields from your knowledge articles directly in the bot conversation. Set up Article Answers to quickly build an FAQ bot, or connect a bot to your knowledge base with one bot dialog. Tailor your bot’s responses to your customer segments with knowledge data categories. Easily view customer feedback on Article Answers responses with included feedback collection dialogs, event logging, and standard reports.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Monitor Your Service Operations with Case Dashboards

Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.

Improve Agent Performance with Omni-Channel Dashboards

Quickly identify the routing efficiency and agent performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.

See Top Customer Requests with Einstein Conversation Mining Dashboards

Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an agent, average cost per interaction, and more.

Capture Feedback as Records with Survey Invitation Field Data

Create or update records with survey invitation field values by using data maps. Define the target object field values by passing the survey invitation field values on submission of a response.

Stay on Top of Survey Responses by Receiving Custom Notifications

Get custom notifications based on invitation and merge field data for timely actions. Specify notification recipients using invitation data, participant data, or other data in a data map.

View and Manage Your Catalog Easily in a Central Hub

Use the Service Management Setup page to view and manage all your catalog items and categories in one place. This page makes your catalog management easy because you can assign items as featured or assign them to a category. You can also view the indexing of all your catalog items, categories, and their hierarchies as they appear to customers. Previously, Service Catalog was managed through the catalog item builder.

Open Your Service Catalog to Partners and Customers

Create a Service Catalog site using the Lightning Web Runtime (LWR) framework from Experience Cloud. With the Service Catalog site, you provide an intuitive self-service experience for your customers to browse and request catalog items in your Service Catalog. Build, style, and launch your site effortlessly with point-and-click LWR components built for Service Catalog. Previously, Service Catalog supported only Aura.

Share Incident Updates Based on a Product

Send targeted broadcast emails for product incidents to impacted customers. Incident teams can send proactive emails to customers, even before they experience an issue, to deflect new cases and increase customer trust. Previously, broadcast emails were available only for predefined contact lists and case-related contacts.

Send Automated Notifications with the Send Conversation Messages Action

Send important updates to customers with messaging components and a new invocable action. This feature is now available in enhanced WhatsApp channels and Messaging for In-App and Web. Previously, you could send automated notifications only in standard Messaging channels.

Improve Customer Service and Agent Training with Conversation Sentiment Analysis

To evaluate agent performance and identify coaching opportunities, supervisors can view the sentiments of a phone conversation between an agent and a customer inside the recording player. The supervisor can easily spot moments when the customer or agent isn’t happy, listen to the corresponding recorded call segments, and then provide training. In addition to Sentiment Journey, we added Agent Sentiment Score and Supervisor Sentiment Score fields to the VoiceCall entity for easy reporting. Post-call Sentiment Journey is available for contact centers in North America only.

Listen In to an Amazon Connect Voice Call through Salesforce

To support an agent, supervisors can listen in to a call directly from Salesforce through Omni Supervisor. Previously, supervisors had to listen in from Amazon Connect.

Check Voice Channel Performance with More Metrics (Generally Available)

To help you identify anomalies in your contact center, and fix them on your own with documentation, Voice performance metrics is generally available. Add two new Voice objects to your custom report types to spot trends on disconnected calls, missed calls by agents, call error rates, and other call actions. This feature includes a sample package with prebuilt reports and dashboards so you can see trends easily. Some metrics are only available for Service Cloud Voice with Amazon Connect. All data for the new Voice objects is deleted after 30 days.

Send Calls to the Most Qualified Agents with Skills-Routing (Pilot)

To route a call to an agent with the right skill set, use Omni-Channel skills-based routing. This feature is available if your telephony provider supports skills-based routing.

Speed Through Work with the Omni-Channel Enhanced Agent Experience

Omni-Channel boasts a newly designed UI for agents that shows information in a more useful way and easily integrates various work modes. Instead of the old console tabs, Omni-Channel features an inbox-style view for work. In the widget, see which work items are open, which are paused, which were updated, and so on. Click an item in the Omni-Channel widget to work on it.

Structure Your Help Site with Data Categories (Beta)

Help your customers discover self-serve solutions with Data Categories in LWR sites. Structure your internal knowledge and catalog items, which help you efficiently classify, discover, and show the most relevant article, question, or idea to your users. Previously, internal knowledge articles were mapped to topics instead of data categories, and catalog items couldn’t be linked to LWR sites.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Service Cloud, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Service Cloud

Salesforce Winter ’24 Release Notes: Einstein Generative AI

Experience the future of Generative AI-powered interactions with the arrival of the Salesforce Winter ’24 Release Notes. From enriching product fields in commerce stores to providing AI-generated briefs for mobile workers, Einstein Generative AI ushers in a range of enhancements designed to revolutionize the way you do business. Learn more as we explore the transformative release of Einstein Generative AI.

Enhance Product Fields in Commerce Stores with Einstein Generative AI

Generate product text fields for multiple products in one step with Einstein Generative AI. Einstein uses your instructions and any linked reference fields to generate revised product text for the selected products. Product fields generated by Einstein support instructions in English only. You can generate product fields in languages in your B2B or B2C store Then, review the generated text and accept or discard the changes. You need the Einstein Generative AI license to use Einstein Generative AI. Contact your account executive for more information.

Show Frequently Bought Items to Customers

Increase average order value by recommending frequently bought items to customers. Add the Einstein Frequently Bought component to the product detail page to market similar items. Recommendations are generated based on shopper interactions with the storefront.

Get Your Mobile Workers Up to Speed with Mobile Work Briefing

Show mobile workers an AI-generated brief that tells them everything they need to know about their upcoming work orders. Previously, workers had to switch between the work order’s tabs to find the relevant information.

Create Call Summaries Powered by Einstein GPT

Want to harness the power of generative AI to create a snapshot of everything your teams need to know about a customer call? Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein GPT, the new Summary tab on call records allows users to create editable summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work.

Personalize Sales Emails with Einstein GPT for Sales

Sales Emails empowers busy sales reps to move quickly and expand deals through personalized and informed email content that buyers love. Einstein GPT uses your sales data to generate personalized emails for contacts and leads, a method known as grounding. Sales reps can draft common emails, like a follow-up or a meeting invite, by choosing from the preset email prompt types.

Optimize Agent Productivity and Response Quality with Einstein Service Replies (Generally Available)

Get real-time response recommendations for your agents. Now generally available, Einstein Generative AI follows a chat conversation as it unfolds, then drafts and recommends fluent, courteous, and relevant, replies for your agents to review, edit and post.

Close Cases Faster with Einstein Generative AI Work Summaries (Generally Available)

Save agents time with AI-generated case summaries, now generally available. Based on a Chat conversation between an agent and customer, Einstein predicts and fills a summary, issue, and resolution. Agents can then review, edit, and save these summaries.

Get Service Insights and Build Bot Intents with Einstein Conversation Mining (Generally Available)

Use Einstein Conversation Mining, now generally available, to transform conversation data into service insights and build bot intents. Einstein Conversation Mining replaces time-consuming transcript analysis that otherwise takes weeks.

If you would like to learn more about the Salesforce Winter ’24 Release Notes for Einstein GPT, please contact us.

About Corrao Group

For two decades, Corrao Group has stood as a pillar of expertise, assisting B2B organizations across various industries and sizes in implementing and optimizing their business processes through Salesforce and integrated third-party applications. With an unwavering dedication spanning 21 years, we have cultivated a deep knowledge and understanding of Salesforce as power users ourselves. This recognition of Salesforce’s flexibility empowers us to cater to various departments’ needs, ensuring seamless alignment. Our mission is to seamlessly translate your business processes into Salesforce, promoting not only successful integration but also widespread user adoption.

Sources

Salesforce Winter ’24 Release Notes Einstein Generative AI

Boost Customer Satisfaction With Salesforce Service Cloud

Salesforce Service Cloud is a robust customer service platform that helps organizations improve customer satisfaction. Service Cloud provides businesses with a centralized platform to manage customer interactions, case management, support operations, and more. Key features like a knowledge base, case management, and omnichannel routing help your service agents provide quick and efficient personalized support for every customer. Additionally, Service Cloud allows organizations to gain valuable insights into customers’ problems, preferences, and support needs to deliver fast and personalized service.

Here’s how Salesforce Service Cloud can boost customer satisfaction to achieve long-lasting customer relationships:

    • Case Management: Service Cloud provides a single source of truth for managing customer support cases in a more organized fashion. This help ensures that all customer interactions are tracked and resolved efficiently, improving response times and overall customer satisfaction.
    • Advanced Case Management: Make your service agents more productive and increase first-visit resolution by automating processes that assign the right agent and resolve support cases faster.
    • Fleet Management Logistics: Improve onsite job management using Salesforce Maps to optimize your fleet management logistics. Deliver real-time collaboration with access to job schedules, van inventory, vehicle location, mileage driven, knowledge articles, and more.
    • Knowledge Base (Self-Service Portal): Save time by maximizing agent productivity and first-visit resolution by letting your customers help themselves, so your agents don’t have to answer frequently asked questions. The Service Cloud knowledge base helps reduce customers’ need to contact support teams, improving their overall experience and satisfaction with the company.
    • Telephony & AI Voice: Telephony is a cloud-based contact center that allows businesses to communicate with their customers over email, chat, the phone, and other important channels. AI Voice is a feature of Service Cloud Telephony that uses AI to enhance customer interactions over the phone. With AI Voice, businesses can automate routine tasks and responses, such as scheduling appointments and verifying customer information. It can also give agents real-time insights into the customer, allowing them to tailor their responses better and improve the overall customer experience.
    • Customer Service Analytics: Create smarter managers, more productive agents, and happier customers through predictive CSAT technology to stay ahead of business concerns and drive service success. Service Cloud provides organizations with valuable insights into customer behavior and support needs. This helps businesses make informed decisions about improving customer satisfaction and support operations.
    • Customization and Integration: Service Cloud can be customized or integrated to meet the specific needs of each business. Integration of a company’s business processes and additional customization help ensure that operations are tailored to the unique process of each organization.
    • Mobile Access: Respond to customer inquiries and resolve issues quickly from anywhere. With mobile access, your service agents can always be available.
    • Collaboration Tools: Resolve customer issues more efficiently by working together and using Salesforce’s collaboration tools like Slack, Chatter, or Quip.
    • Web2Case & Email2Case: Respond to customers faster and improve your support team’s productivity by gathering support cases directly from your company’s website and customer emails.
    • Multi-channel support: Offer support through various channels, including email, chat, phone, and social media. Offering a range of varieties enables customers to choose the channel that best fits their needs.
    • Personalization: Service Cloud offers a variety of personalization features that allow businesses to deliver customized, relevant experiences to their customers. Utilize tools like segmentation lists or customer profiles to help understand your customer’s needs and preferences, enabling you to deliver personalized help and recommendations.

Overall, Salesforce Service Cloud is a powerful platform that helps businesses deliver personalized, seamless customer service experiences, leading to increased customer satisfaction and loyalty. Investing in Salesforce Service Cloud can also help companies stay ahead of the competition by leveraging 3 Salesforce releases per year to drive growth and achieve new goals. Contact us today to learn more about the difference a robust service platform like Salesforce can make for your business.

Investment Protection With Salesforce Service Cloud

Right now is the perfect time to make a digital transformation from homegrown systems or spreadsheets to Salesforce Service Cloud. Investing in the right technology can save your company time and money in the short and long term. According to MuleSoft, the average enterprise company uses 976 applications. Consolidating numerous systems into one single source of truth will help simplify, streamline, and automate complex processes to become more efficient.

About Corrao Group

As everyday Salesforce power users, Corrao Group understands how flexible the Salesforce platform is to support every business department. Since 2002, we have been helping B2B organizations of all sizes optimize their business processes with Salesforce and their third-party applications. We’ve worked with nearly 1,100+ customers, implementing, customizing, and optimizing over 2,150+ Salesforce projects. We are proud to be on the Consumer Goods Cloud Partner Advisory Board and Salesforce Managed Service Board, in addition to being the exclusive US launch partner of the Salesforce Trade Promotion Management (TPM) Pilot. If you want to learn more about how Corrao Group can help your company, read our reviews on G2!

WFH? Invest in Salesforce

Successfully running a company from home requires the right culture, employees, procedures, and maybe most importantly, technology. Some businesses who haven’t invested in a cloud-computing software such as Salesforce have been having a hard time adjusting to working from home. Salesforce is a cloud-based software that provides customer relationship management (CRM) and a suite of apps that go along with sales, service, marketing automation, and more. Salesforce becomes your central location to store all your important data, accounts, and deals. With a newly designed mobile app, take work on the go and be just as productive as you were on your computer. This allows businesses to run their entire company within Salesforce, supporting all departments with real-time data.

Managing Your Sales Pipeline with Sales Cloud

Sales Cloud is a customer relationship platform (CRM) designed to support sales and marketing by bringing all your customer data into one central location. Leverage Sales Cloud to manage and automate day-to-day sales activities including lead assignments, quote generation, forecasting, Einstein Analytics, and more. Additionally, your sales staff will have full visibility into every deal, account, opportunity, customer, and lost deals. Sales Cloud workflows and task automation help you create tasks and a process to help speed up your sales cycle. When implemented correctly, Sales Cloud helps save you time and builds long-lasting customers.

Servicing Your Customers with Service Cloud

Service Cloud is a customer relationship service platform designed to help you manage customer support issues quicker and increase first-visit resolution. With historical data on every customer interaction, your team can personalize your service based on their problems and history. Additionally, Service Cloud offers a multitude of tools to help you meet the needs of your customers. Some extensions for Service Cloud include: Field Service Lightning (FSL), Knowledge Base, Web2Case, Email2Case, and Customer Analytics. When implemented correctly, Service Cloud can improve customer communication, enable team collaboration, and give you full visibility into the health of your customer base.

Automated Lead Nurturing with Pardot

Pardot is a marketing automation platform designed to help companies engage leads and customers, support sales with qualified leads, and grow relationships. According to Salesforce, “Customers have seen sales revenue increase by 34% and marketing effectiveness increase by 37%” with Pardot (Pardot.com). Pardot gives you the ability to personalize your customer’s journey wit automated campaigns, targeted messaging, and predictive intelligence. Additionally, design and create email templates, content, landing pages, and more inside of Pardot. If you would like to learn more about Pardot, please visit our blog.

A Complete 360-View for Manufacturers with Manufacturing Cloud

Manufacturing Cloud gives manufacturers full visibility into their entire business operations. Manufacturing Cloud extends benefits to all your partners to collaborate across the same forecast order and demand data in one single source of truth. New features such as sales agreements gives manufacturers insights into committed and actual order volumes, performance against the forecast, and other time-phased metrics. Forecasting gives manufactures the ability to take control of their business with smarter business decisions based on analytics. If you would like to learn more about Manufacturing Cloud, please read the blogs below:

Virtual Collaboration with Quip

Quip provides your team with a messaging collaboration platform that helps transform productivity and resolves issues faster. Provide your team with the ability to create, discuss, and work faster with real-time documents, spreadsheets, and data that connects inside of Salesforce. With full integration, your employees will no longer have to work together in multiple systems. Quip becomes your central location to collaborate with other employees on deals, documents, and more. Furthermore, Quip has a mobile app to view, update, and work on the road.

Maximize your Salesforce Investment

Since 2002, our Salesforce experience has benefited thousands of clients and projects. We understand how flexible the Salesforce platform is and how it supports every department in your business. The key to maximizing your Salesforce investment is to implementing the platform company-wide. If your business is struggling to work from home without a cloud-based technology, it’s time to invest in a technology like Salesforce.

Dreamforce 2019: Top 5 Announcements

Dreamforce, the world’s largest software conference, had another fantastic event filled with incredible speakers, new features, and lots of customer success stories. The four-day event held the attention of the business world as Salesforce hosted more than 170,000 attendees and over 13 million online viewers. Dreamforce 2019 brought together thought leaders, industry pioneers, and Trailblazers from all over the world. With over 2,700 sessions, the Corrao Group team was active to ensure we captured the important announcements and partnerships. Here are our top 5 takeaways from Dreamforce 2019.

1. Apple Partnership

Continuing their ongoing partnership with Apple has given Salesforce an all-new mobile app that is both conversational and smart. In addition, Apple has helped Salesforce with the ability to build mobile apps tailored to address unique user needs, and the ability to learn on the go with the new app Trailhead GO. Tim Cook, CEO of Apple, joined Marc Benioff, CEO of Salesforce, for a fireside chat where they both expressed the future of productivity is mobile. Benioff told Cook during the conversation that he runs his $143 billion company from an iPhone, “I don’t even own a computer anymore. The phone has become an extension of my office. Where ever I am, if I have a phone, I can work.”

The fireside chat involved some exciting dialogue between the two business leaders as they discussed the future of productivity on a mobile device, artificial intelligence, Steve Jobs, values, and more. Benioff asked Cook the most important value in his life, in which Cook answered, “In my upper thirties, it became clear to me that we’re almost searching your whole lifetime for your purpose. I’m sure some people in the audience have done this too… and, you are almost convinced early in life about your purpose in life is this and that… but it keeps changing as you move ahead in life. Soon you realize that the purpose of life is to help somebody else. That is the sole reason that we’re here. Life gets so much simpler once you get that in your head…That’s my North Star.”

We are excited to see the partnership that will unfold over the next couple of years between Apple and Salesforce. Cook believes there is a tremendous growth trajectory for enterprise apps specifically built for the Apple and Salesforce partnership to help users improve productivity. We will have to wait and see what Salesforce and Apple do next; for now, we have a new Salesforce Mobile App that can host your entire business on a mobile device that is conversational, and smart.

dreamforce 2019 fireside chat
Tim Cook with Marc Benioff at Dreamforce 2019

2. AWS Partnership

Amazon Web Services, Inc. (AWS), an Amazon.com company, announced an expansion of their global strategic partnership with Salesforce, the global leader in Customer Relationship Management (CRM). Salesforce introduced their new Einstein Voice, which seamlessly integrates with Amazon Connect to provide service agents with a complete set of tools to deliver the best quality service to their customers. Salesforce is offering AWS content available on Trailhead to train anyone who wants to become proficient in the cloud.

The biggest headline from all of Dreamforce 2019 was Salesforce releasing its new  Einstein Voice. Delivering excellent customer service over the phone is still a challenge for many companies, and that is where the new Service Cloud Voice can help out. Einstein Voice offers AI-driven insights on a call with a customer, integrates calls easily, and can boost productivity by closing cases faster with insights from Einstein. If your company is off business hours, let Einstein answer the phone for you to help quickly solve customer issues. Service Cloud Voice-enabled State Farm to provide a faster resolution for customers – 31% times faster.

The release of Einstein Voice will help service workers improve customer relationships. Having the ability to see real-time insights into what could potentially help solve customer issues faster is effective and exciting. Corrao Group is interested in how Einstein Voice will affect the field service workers. Could Einstein Voice help service technicians who are not hands-free report issues faster with the ability to speak directly to Einstein? We will have to wait and see for that answer. For now, the ability to have Einstein Voice will be beneficial to all service teams.

Einstein voice talking at Dreamforce
A Preview Shown of Einstein Voice at Dreamforce

3. Einstein Call Coaching

Einstein’s Call Coaching uses AI technology to analyze audio clips and present insights for your sales reps. It can help your sales manager understand what’s going on in the customer calls. Einstein Call Coaching empowers insides sales teams with management-level visibility into critical moments during a call, conversation trends, and a conversation library, which highlights the team’s best examples of successful calls. Einstein uses this information and gives insights to help your sales rep performance.

Sales Managers can utilize Einstein Call Coaching to give sales reps the information they need to become top performers, or informed decision-makers at the company. Sales managers have analysis and visibility into every single call with insights from Einstein. Insights for sales managers and reps can range from trends such as which competitors are being mentioned in conversation, how are we positioning different products, and how are we handling objections. We are interested to learn more information about Einstein Call Coaching as it is only still being piloted with a rollout plan to be made available to users in June 2020.

Call Coaching at Dreamforce 2019
Einstein Call Coaching Dashboard

4. Salesforce 360 Truth

Salesforce, the global leader in CRM, announced Customer 360 Truth, “a new set of data and identity services that enable companies to build a single source of truth across all of their customer relationships” (Salesforce). “Now, this is a computer science holy grail that we’ve been trying to put together for a long time,” added Benioff, the founder of Salesforce. Salesforce 360 Truth aims to let Salesforce users and clients achieve a clear understanding of their customers by managing data and prior interactions all in one single source of truth. In addition, Einstein can be paired with 360 truth, and can help “guide you and help you run your business and connect with your customers in a whole new way,” Benioff said.

Single source of truth at Dreamforce 2019

We’ve always believed that having a single source of truth is crucial to have an optimized Salesforce instance. Corrao Group lives by the motto, “If it’s not in Salesforce, it doesn’t exist.” Housing all your data in one system will improve your ability to have a clearer picture of customer data, reports, and more. Salesforce 360 Truth will help businesses provide better customer service, predict sales opportunities, and create a personalized marketing journey, all with the help of Einstein insights and recommendations.

5. Salesforce Mobile and Trailhead GO

A fully redesigned CRM app, Salesforce will add Einstein AI, analytics, and integration with iOS features such as Siri and Face ID to their new mobile app. In the mobile app, Siri and Einstein’s voice assistant can add tasks, update CRM records, and take notes. The new designed CRM app is all apart of Salesforce’s plan of moving the Customer 360 Platform onto the mobile device. In addition to the new CRM app, Salesforce is also launching a learning app called Trailhead GO with exclusive features and more than 700 training models available to Apple’s iOS and iPadOS. The release of the new mobile app and Trailhead GO signals a new era for productivity as Benioff believes the future of productivity involves a mobile device rather than a desktop or laptop.

Salesforce creating the new Salesforce app to boost productivity will undoubtedly help your mobile workforce. Your marketing, sales, and service teams can work on the go and use the CRM app as if they are on a desktop or laptop device. Einstein being integrated with the Salesforce app will have a profound impact. Bret Taylor, Chief Product Officer of Salesforce, explained, “With Salesforce Mobile, Salesforce and Apple are empowering sales, service and marketing professionals on the go to deliver game-changing customer experiences, powered by AI.” Salesforce creating Trailhead GO is also a significant accomplishment as users will be able to learn on the go anytime and anywhere. Marc Benioff and Tim Cook both believe that the future of productivity is using mobile devices, and Salesforce has created two powerful apps for trailblazers to work and learn wherever they are.

Salesforce and Apple Partnership at Dreamforce 2019
Announcing a New Global Partnership

Dreamforce 2019 Conclusion

Mark it down as another successful Dreamforce event by Salesforce. We want to give a big shout and thank you to Salesforce as they put on an extraordinary event that featured some incredible guest speakers like Barack Obama, Emilia Clarke, Tim Cook, and Stephen Curry. The energy around the city of San Francisco was electric, as more than 170,000 attendees gathered to witness and learn what new features Salesforce will release next. We are already getting excited for Dreamforce 2020!

If you would like to learn more about any of the new features from Dreamforce 2019 and how it can relate to your business, please contact us.