Service Cloud Summer’20 Release: What’s New?

Every three times a year, Salesforce proposes major improvements in their solutions which go by the name of release notes! A few days ago, Salesforce has disclosed the new features of Summer’20 release notes! And guess what? Amazing new functionalities are coming! So, in this post, I will tell you all about the hottest Summer’20 features for Service Cloud. Ready? Here we go, just start reading!

The Service Cloud & Einstein

Einstein Reply Recommendations

Einstein is Salesforce’s hot topic of the moment, and many clouds are already taking advantage of this AI tool! And, Service Cloud no exception.

In this Release, new Einstein’s features will help agents boosting even further productivity, such is the case of Einstein Reply Recommendations. With this cool feature, Agents can now select the most appropriate recommendation from a list of suggestions to better reply to customers.

Einstein Bot

Now you can setup Skills, such as language ability, certifications, or product knowledge. Then the bot can attribute multiple skills to a conversation and transfer to agents that match those skills. This way, Einstein bot can easily best match customers with the correct agent, which is quite useful, isn’t it?

Besides, with this Summer’20 release, you can now connect Einstein bot with Facebook Messenger. So, just enjoy the benefits of connecting your bot to the most popular messaging app in the US (with 40 million monthly active businesses and over a billion monthly active users)!

Another new feature on Einstein bots is the multilanguage enhancements. Now, it will support the following languages: English, Spanish, French, German, Italian, and even Portuguese.

Undoubtedly, my favorite feature on Einstein bots from this release relates to Einstein Case Classification! In fact, Summer’20 brings us the plus to recommend and automate values for Lookup fields, as it already did for checkboxes and picklists.

Finally, this release also brought us a new feature that allows us to find cases with low Confidence where prediction failed. Then, you just have to make the best use of this information by adding these cases to a queue for review or rerun case routing logic.

Service Cloud Voice

Service Cloud Voice is a new product that integrates Telephony with Salesforce. In other words, it is an intelligent telephony solution natively integrated inside of the Salesforce Service Cloud console. This solution combines the power of artificial intelligence, Einstein, to your phone system, the agent, and your customers

So, if you are trying to build a Contact Center for your company, why not giving Service Cloud Voice a chance?

In fact, it just might be very useful, as Service Cloud Voice uses Omni-channel to distribute the calls to the agents. Thus, as soon as a call reaches an agent, he or she has available all the call controls: transfer, mute, hold, and end calls – all in the same window! The call controls component will be available during the call and will be hidden when the call finishes.

When the Agent accepts the call, and the number matches a contact record, and that record will be displayed, so that the Agent can interact with the customer with all the information he or she needs. Otherwise, if the number doesn’t match with any record, the Agent can create a new contact associating that number to the new contact. Quite useful, right?

Source: aws.amazon.com

Many times, the customer selects the wrong IVR option, and he or she ends being answered by the wrong Agent, which can be quite a bummer. Now, the Service Cloud Summer’20 release came to change that! So, if such an unpleasant situation happens, the Agent will be able to transfer the call to another Agent or even a queue.

Call recordings are an essential part of any CTI. But sometimes you don’t want to recall a whole calling just to hear a small part of the conversation! So, wouldn’t it be great if you did not only have the call recording but also the transcript of that call? Then, you could easily read through it and just go over the part of the conversation you want to remember with a simple control+F! That’s right! That is what this integration brings! This is a great feature, that will help not only the Agent to build a relationship with the customer but also his supervisor for training proposes, for example.

Source: docs.aws.amazon.com 

Service Embedded for web

How cool would it be if you were configuring your company Channel Menu and you could live preview it before you deploy the changes? When Summer’20 Release goes live, you will have a live preview that will allow you to see how your colors, icons, fonts, and text look before deployment to your website or Salesforce community. It is quite exciting to know that now you can just quickly preview your Channel Menu branding choices during setup, isn’t it?

Besides, this Service Cloud Summer’20 Release also brings the opportunity for you to enhance the Chat Header. You can add your brand logo, color, and text for personalized interaction. After chatting with your customer, you can now send a survey using Salesforce Surveys! Pretty useful, right?

Knowledge

Also on Knowledge, there were some powerful new capabilities that this Service Cloud Summer’20 Release has brought. The one I would like to highlight here is the one that allows you to change an Article Owner. The owner of the article is no longer strictly the user that created it. Now, you can change it and you can easily assign an article to a user or a queue. Great, right?

Well, I hope you enjoyed reading my article and that you will use well these features to run your business. As I mentioned before, I have presented you with just a few Service features of this release, so feel free to explore other features of Service Cloud Summer’20 Release Notes! In case you have any question, feel free to ask, I appreciate!

Thank you and stay safe!