Winter’22 Release Highlights: the 4 big updates on Service Cloud

We’re bringing you some awesome news! From Incident Management to Einstein Bot Enhancements, stick with us to understand what’s new and what’s improved within the Service Cloud with the Winter’22 Release!

This is the best platform when you need to deliver efficient and flexible customer support services. Thus, Salesforce is a constantly evolving tool, that allows you to meet all your customer’s expectations.

In this Winter’22 Release review, we focus on explaining to you the 4 big updates brought to the platform and how these can increase your agents’ productivity.

Here’s the table of contents for this article:

1. Customer Service Incident Management
2. Appointment Assistant: Self-Service Scheduling
3. Einstein Bot Enhancements
4. Service Cloud Voice: Prescriptive Setup for Partner Telephony
5. Other relevant updates

1. Customer Service Incident Management

Introduced for the first time in the Winter’22 Release, Customer Service Incident Management is a new solution to empower operations teams’ for faster-solving incidents, giving everyone visibility into related incident data and customer data.

This feature comes with three new objects: incident, problem, and change request.
Firstly, in the incident object, you’re able to create and track incidents impacting a large number of customers. Follow that, you create a problem record. Here, the right team investigates and diagnoses the root causes generating the issue so the change request can be completed – to deploy a fix, restore services and solve the issue.

In addition, these 3 objects are easy to set up and customize according to your own specifications, with default page layouts available for each business needs, giving your agents all the data they need. We believe this feature has great potential!

In conclusion, customer Service Incident Management helps your teams tracking large-scale issues and delegate tasks to the right agent.

2. Appointment Assistant: Self-Service Scheduling

How many times did you wish for better scheduling for your customer’s support? It’s now possible for your customer to book a time slot and interact with your agents through digital channels. Therefore, it’ll reduce call volumes, balance agent workload, and avoid no-shows from customers.

This feature allows your customers to book, reschedule, cancel, and confirm appointments in real-time!

There are no more field service agents facing closed doors! Customers are automatically notified by text message about their upcoming appointments so they can confirm, reschedule or cancel them. It’s also important to mention that you can set up limits to cancel or reschedule appointments – for example, you can set up a rule that won’t allow your customers to cancel an appointment one hour before the time slot.
On scheduling an appointment, the customer is also able to edit his personal information before booking the slot, giving accurate information on his needs to your service agents.

3. Einstein Bot Enhancements

It’s now easier to build an intelligent Einstein Bot with just a few clicks.
As a result, you can now launch one bot in many languages, reducing your administrative workload. Above all,  deliver a consistent customer experience across multiple different markets.

With the help of Einstein Bots’ first template, you can choose dialogues for common service and sales use cases, like creating a case or lead, set up an order, or adding comments to existing cases. Also, you can access bots faster by using the Improved Setup home page. For instance, smart features like Input Recommender or Article Answers are now available in a new tab for easier access.

Another update is the new name for Channels. Now they are called Connections and they reflect expanded Einstein Bots connection universe.

4. Service Cloud Voice: Prescriptive Setup for Partner Telephony

The new pilot prescriptive setup experience for Service Cloud lets admins use easy templates and menus to generate a contact centre and connect their partner telephony account for single sign-on, user syncing, and queue mapping.

This specific feature isn’t generally available and is being piloted with specific customers that are subject to additional terms and conditions.

5. Other relevant updates

There are some minor updates we summarized for you below:

Service Setup

Now, you can get rid of Service Cloud setup tasks. Let the Service Setup Assistant handle all these tasks and also turns on Salesforce Surveys, providing two sample surveys you can use to measure customer satisfaction.

Workforce Engagement

You can now make data-driven planning and staffing decisions in a workflow. Also, you can create shifts in bulk straight from your omnichannel plan, accelerating the process with templates.

So that was it for Service Cloud! We hope you find this article useful and helpful to your interests. And, don’t forget to subscribe to our Knowledge Center!