Calling all customer service superheroes! Salesforce Summer ‘24 Release for Service Cloud is here. Tired of repetitive tasks and info-retrieval black holes? Buckle up, because the Salesforce Summer ’24 release updates are here to transform your Service Cloud into a productivity powerhouse. We’re talking about smarter automation, AI-powered assistance, and an interface so slick it’ll make resolving cases feel like child’s play (well, maybe not child’s play, but definitely less like pulling teeth). Dive in and discover the new features that will have your customers singing your praises.
1. Get Tailored Salesforce Roadmap with My Service Journey
Ditch the struggle, unlock Service Cloud mastery! My Service Journey is your personalised roadmap to success. Explore powerful capabilities, tailored best practices, and expert insights – all for maximising your Service Cloud investment. Achieve business goals faster, from optimising your Help Site to empowering agents. Discover what’s new, leverage Einstein magic, and customise your approach – all guided by Salesforce.
2. Answer Questions Easily with Knowledge and Generative AI
Stop Frustrating Your Customers with Dead-End Bots! Empower them to get instant, AI-powered answers, even for off-the-wall questions with generative knowledge answers for Bots! Your customer service bot can now search your knowledge base, craft a clear response, and deliver it – all on its own. It’s Einstein Copilot that analyses customer queries, then generates natural-language responses, freeing up agents for complex issues and delivering a seamless, frustration-free customer experience. This AI-powered self-service upgrade is live in English, with more languages on the way.
3. Create Business Rules Engine for Service Cloud
Thanks to this new update from Salesforce ‘24 Summer Release for Service Cloud, you can now build powerful and scalable rules for complex decisions. There are no coding headaches as business users can now use Apex or REST APIs to integrate rules seamlessly with Flows and third-party workflow tools.
4. Einstein for Service
a. Einstein Conversation Mining
i. Track Key Trends and Top Contact Reasons Across More Channels
Einstein Conversation Mining just got a supercharge! Now it analyses chats, in-app messages, and web-to-case forms, giving you a 360° view of top issues. Build reports faster and identify trends with ease and unleash the power of data.
This functionality is available starting in August 2024.
b. Einstein for Feedback Management
i. Get Insightful Perspectives from Summaries of Survey Responses
With this update from Salesforce Summer ‘24 Release for Service Cloud, Einstein unlocks the secrets of your surveys with AI-generated summaries.
No more information overload! Get clear, insightful overviews tailored to each question type. Map summaries to records for a complete picture of customer, partner, and prospect feedback. Ready to get a thorough grasp of your customers’ perspective?
ii. Get Deeper Insights from Survey Responses
The new Natural Language Processing Insights Dashboard unlocks hidden nuances in your survey responses. Sentiment analysis, keyphrases, and extracted entities are all at your fingertips for a detailed analysis of your survey results. This empowers you to easily spot trends, understand customer voices, and make data-driven decisions. Essentially, it’s insights on steroids!
c. Einstein Work Summaries
i. Catch Up with Midconversation Summaries in Five More Languages
Forget language barriers! Conversation Catch-Up just levelled up its fluency, now summarising mid-conversation details in six languages. Dominate customer interactions in English, French, German, Italian, Japanese, and Spanish. Say goodbye to info black holes – hello, service hero status!
ii. Catch Up Quickly On Emails with Einstein Work Summaries for Email (Generally Available)
Ditch the Email Recap Marathon! Einstein’s AI now writes killer summaries for emails and threads, saving your agents precious time. Want this superpower? It’s live and easy to activate. Just hit a few clicks to toggle Einstein Work Summaries on in Einstein Generative AI and let the AI handle the grunt work.
5. Unify Knowledge from Various Sources in Salesforce
The newly updated Unified Knowledge lets you ditch the data scramble. Articles from SharePoint, Confluence, Google Drive, and websites within Salesforce are all available in Salesforce now. It fuels smarter searches, empowers AI for Service, revolutionising your customer experience. Get ready to blow customer minds (and ditch those knowledge article scavenger hunts for good).
6. Turn On Lightning Article Editor and Article Personalization for Knowledge
Here’s another update to level up your knowledge base! Craft stunning articles with the all-new Lightning Article Editor. Plus, Article Personalisation tailors content to your agents’ needs, making them support superstars for your customers.
7. Run the Lightning Knowledge Migration Tool
Migrating from Knowledge Classic to Lightning Knowledge? Don’t forget to get the latest Knowledge features and embrace the future of self-service. Think Einstein-powered article recommendations, smarter searches, and seamless bot integration – all waiting for you. Plus, the migration is a breeze with the Lightning Knowledge Migration Tool. Don’t worry, accessing Knowledge Classic in the Classic UI won’t be affected. But it’s time to unlock a richer knowledge base that works as hard as you do.
8. Help Agents Predict Time to Resolve Cases
Transform your case resolution game with the new AI-powered “Time to Resolve” feature that predicts workload and helps agents prioritise like champs. Imagine crushing SLAs and freeing up teammate bandwidth – all thanks to Einstein’s magic touch. Just drag and drop the Time to Resolve component to a case or your custom Lightning page – it’s that easy!
9. View Contact Center Metrics on Enhanced Dashboards
Stop managing metrics, start mastering them. The revamped Service Cloud dashboards now put all your KPIs front and centre. Think channel breakdowns, agent insights, and knowledge base effectiveness – all in one glorious view. New “Data Explorer” sections let you deep dive on hot topics, from case volume to routing efficiency. Plus, you can gain valuable intel on contact reasons and costly interactions.
Unlock the full potential of Salesforce Summer ‘24 Release for Service Cloud
Dogma translates these Salesforce ‘24 updates for Service Cloud into real business wins. Streamline tasks, focus on strategy, and maximise benefits without any business disruptions. Let our experts be your trusted advisors for digital transformation.
