by twieberneit | Mar 20, 2019 | Analysis, Blog |
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...
