thomas.wieberneit@aheadcrm.co.nz
Salesforce brings its Field Service solution forward by a notch or two

Salesforce brings its Field Service solution forward by a notch or two

The News On September 1, 2020 Salesforce announced its next round of updates to its Field Service Management solution. Eric Jacobson, Salesforce VP Product Management, Field Service  and Gary Brandeleer, Senior Director Product Management, Field Service gave me an interesting briefing and demo beforehand. The new releases are all about efficient processing of the engagement throughout the whole process. In detail they are about Dynamic job scheduling Using Einstein Recommendation Builder to ensure that service technicians have the right spare parts available Asset management capabilities that allow companies a detailed view into the installed base at their customers. This is developed in cooperation with ServiceMax Improvements to the appointment assistant to provide as accurate as possible information to the customer about the arrival time of the service technician. The various features shall be made generally available through the next 6 months; as this is a forward looking statement, this may be subject to change. For your convenience, find the complete announcement below. Introducing the Next Generation of Field Service at Salesforce: AI-Powered Tools for Trusted, Mission-Critical Field Service By Mark Cattini, SVP of Field Service Management Today we are announcing the next generation of Salesforce Field Service, equipping teams across industries with AI-powered tools to deliver trusted, mission-critical field service. Built on the world’s #1 CRM, Salesforce Field Service includes new appointment scheduling and optimization capabilities, AI-driven guidance for dispatchers, asset performance insights and automated customer communications, all of which help ensure jobs are completed the first time, on time, every time. When the pandemic first hit, many industries that send employees out to complete jobs in the field...
Salesforce Einstein Search – The Formula for Customer Success?

Salesforce Einstein Search – The Formula for Customer Success?

The News Last week Salesforce announced Einstein Search, an enhancement of the search mechanisms that are already available in its applications. As usual you can read the announcement online or below. Salesforce wants to release three main issues with Einstein Search:     The diverse interests and objective of users of enterprise search make it hard to be as good as a consumer search as delivered by Google or Bing, or the other consumer search engines, especially if in an ecommerce environment. In an enterprise setting, objectives can vary between closing a deal or solving a case, or creating new campaigns. This creates hidden complexities. There are no safe assumptions. Data is residing in different silos and frequently not linked. Further, there is no one size fits it all as Salesforce as an application normally is customized to suit an individual customer’s needs Third, the data simply does not belong to Salesforce, with the consequence that Salesforce cannot look into the data, even not with the objective of improving search. This makes it impossible to use traditional machine learning approaches. As per now Einstein Search is in a private beta stadium with only a few customers using it. General availability is planned for 2020 but limited to customers on Unlimited, Enterprise, or Performance Edition plans with 150 or more active licenses for the Sales or Service Cloud. So far the implementation of Einstein Search covers the top 5 searched objects: accounts, opportunities, contacts, cases and leads, but is intended to support further objects. According to Will Breetz, VP of product management for Einstein Search at Salesforce, Einstein Search is...
Salesforce Customer Service Solution becomes Botty

Salesforce Customer Service Solution becomes Botty

The News On June 17, 1019, Salesforce announced an enhancement of its customer service abilities by adding further channels for customer service and adding chatbot capabilities to these channels. This has the goal of offering the ability to create a more seamless service experience by offering engagements on the channels that consumers use. For your easier reference here comes the announcement. Expanding our Digital Customer Service Capabilities with New Channels and Bot Innovations Author: Meredith Flynn-Ripley, VP of Digital Engagement, Service Cloud   Disconnected customer service experiences are still far too common. Almost everyone has had to repeat basic information during routine interactions with companies, or found themselves unable to get answers to fairly simple questions on the channel of their choice. In fact, only 16% of consumers say companies excel at delivering connected experiences. I am happy to report times are changing, for two reasons. First, companies are realizing service can be their main competitive differentiator, and second, today’s empowered and vocal consumers refuse to tolerate bad service. 57% of customers will stop buying from a company not because they don’t like their product, but because a competitor provides better service. Today’s customer demands service on their terms, uses an average of 10 different channels to connect with companies — including messaging, chat, social, email and phone — and expects a personalized and consistent experience across all of them, every single time. Salesforce empowers companies to deliver on these expectations, with a complete customer service platform that powers connected customer experiences across channels from one central console. And today I’m excited to announce new innovations in Service Cloud...
Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for the Experience?

Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for the Experience?

The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with the necessary knowledge and soft skills, Salesforce also just launched Trailblazers for the Future, a program that is targeted towards increasing the soft skills of service managers and service agents. Einstein now is delivering reply suggestions as well as article suggestions to inquiries that the service representative can easily use to reply to questions. At the same time Einstein suggests so called next best actions that are designed to help increase satisfaction and unearth cross- and upsell opportunities. Additionally, Einstein now optimizes case routing leveraging machine-learning processes on the inquiry to find the ideal queue for processing it. Additionally, Salesforce embedded the collaboration tool Quip into the Service Cloud to increase productivity and to increase service agents’ access to knowledge. The press release is here but for your convenience you can read it below. The Press Release Salesforce Empowers Service Agents with Einstein AI and Quip for Service   Service Cloud expands Einstein AI portfolio with new intelligent recommendation and routing capabilities so agents can spend more time where it matters most — building customer relationships and solving complex problems   New Quip for Service boosts agent productivity with incident swarming and cross-team collaboration available directly in the agent console   SAN FRANCISCO—March 19, 2019—Salesforce [NYSE: CRM], the global leader in CRM, today announced new artificial intelligence and productivity solutions that empower customer service agents...
Einstein smartens up Salesforce Service Cloud

Einstein smartens up Salesforce Service Cloud

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017. This release comes with three major enhancements to the Service Cloud: Einstein Bots for Service Lightning Flow for Service Einstein Next Best Action Einstein Bots for Service is providing the ability to easily configure chat bots that enable instant response to customers and a seamless handoff to customer service agents. Lightning Flow for Service gives companies the ability to automate processes with contextual, step-by-step guidance for fulfilling requests and resolving issues, using a graphical interface. Einstein Next Best Action is delivering intelligent recommendations and offers on any channel to increase customer satisfaction. While Einstein Bots for Service and Lightning Flow for Service are in General Availability since July 11, 2018, Einstein Next Best Actions will remain in a Pilot phase for some more time. The reason for this is that Salesforce wants to be double sure that this functionality is reliable. It needs a good amount of data and a good training set. And Salesforce cannot look into the data. The bots themselves do need to get trained and, once active, take feedback from the service agents. All three features work hand-in-hand. Salesforce uses a credit card scenario to make this point. When a customer goes to the web site for help the chat bot takes over and gathers the necessary contextual information and then escalates the issue to a customer service agent who continues the chat at the position the chat bot exited with all information available. A Lightning...