Service Cloud

Are you ready to unleash even better service for your customers?

A lot of new features are available with the Salesforce Spring ‘23 release. One of the first features is structured content for Messaging. This will elevate the communication from your service agents towards your customer via Messaging tools.

Next, we will dive deeper into enhanced features of Omni-channel and Swarming which will allow your employees to collaborate better. Say goodbye duplicate cases with Lightning Threading.

And get more out of Knowledge out-of-the-box Knowledge-reports and dashboards for CRM Analytics.

Chapter topics

> Enhanced Messaging and Service Cloud Voice features

> Omni-Channel routing and Swarming

> Prevent duplicate cases with Lightning Threading

> Increase your Knowledge

> Service Cloud Voice

Enhanced Messaging and Feedback Management

Empower quick, effective communication with companies through Messaging. With the Spring ‘23 release it becomes easier for your support agents to send structured content via Messaging tools.

Structured content such as sharing links, questions with predefined options, and appointment scheduler will enhance effective communication towards your customers.

Want to know how your customer feel about all this? Ask them via post-conversation surveys! With Feedback Management you can now send survey invitations to a recipient’s preferred channel (such as SMS, WhatsApp, or Facebook Messaging). This will boost response rates and improve customer satisfaction.

Omni-Channel routing and Swarming

Salesforce knows that every incoming case is different, and that a different approach is needed to solve each case in the right manner. With the new Omni-Channel routing logic, is it now possible to allow chats or calls to interrupt less pressing work items such as cases, by considering the agent's primary and interruptible capacity. And if the Service Console isn’t open, agents can receive a visual notification when Omni-Channel assigns them a new work item.

When service agents feel the need to collaborate to solve customer issues, Swarming is here to help! Starting a swarm from a record will let your customer service and development and operations (DevOps) team collaborate better. With the Expert Finder, it is easier for agents to find the right expert-help based on skills, which will help you solve your customer issues even quicker!

But that is not all for incident management. To make your communication really effective, it is possible to send mass communications to internal stakeholders and relevant teams with new broadcast types. Save time on Slack by keeping stakeholders up-to-date with broadcast Slack messages, and raise incident awareness for the right teams.

Prevent duplicate cases with Lightning Threading

We don’t have to tell you that no one wants to do work twice. Even though the Merge Case functionality would already let your service agents combine cases manually, with Lightning Threading incoming emails are matched with existing cases automatically.

This new Email-to-Case threading approach finds corresponding cases by using a combination of token- and header-bases threading, so that a new case isn’t created when a related case exists. This will automatically decrease the workload and will save your service agents time and effort.

Increase your Knowledge

Knowledge is a great way to collect valuable information on your products and services and share this information internally and externally.

With the Spring ‘23 release, you can get insights on how to better serve your customers with the right content at the right time using out-of-the-box Knowledge reports and dashboards for CRM Analytics.

Monitor how your published knowledge articles are performing, which internal articles are candidates for publishing externally, and who your top Knowledge contributors are. This way you can really leverage upon existing knowledge within your organization.

“Lightning Threading is a new Email-to-Case approach that matches incoming emails to cases using a combination of token- and header-based threading. This way a new case isn’t created when a related case exists.”

Service Cloud Voice

This new feature is one that the service agents of your call center will love! Based on intelligence signals detected during calls, it is possible to automatically trigger real-time actions in Service Cloud Voice.

On top of helping your agents with actions such as suggesting recommendations and showing scripts, it will also reduce your agenda handling time.

For example, when a customer says they want to cancel their subscription, why not try to retain the customer by offering a discount? When such a signal is detected, Service Cloud Voice initiates the associated Next Best Action to the service agent to offer a 20% discount.