Salesforce Introduces AI-Powered Service Cloud Innovations to Accelerate Successful Customer and Employee Case Resolutions

Salesforce recently detailed how it’s continuing to expand its complete package of AI-powered Service Cloud solutions to ensure customers, employees, and HR professionals can access the information they need 24/7 and resolve cases more quickly and cost-effectively. New innovations were released to provide step-by-step resolution plans for service representatives, help them track customer sentiment, and get AI-based recommendations to improve customer experience.

• Agentforce Service Agent : Businesses will be able to offload or “deflect” and resolve customer cases 24/7 with an autonomous agent that’s powered by generative AI.
• Service Planner: Companies can automatically create detailed, multi-step plans for service reps using generative AI.

Read the news announcement to see all of the new innovations.

Salesforce Announces AI-Driven Field Service Innovations for Peak Efficiency and Enhanced Customer Experiences

Salesforce recently announced new AI-driven field service capabilities to help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the Salesforce platform and grounded in a company’s own trusted data through Data Cloud , these latest innovations will also help teams deliver more proactive and satisfying customer experiences.

• Agentforce for Dispatchers empowers dispatchers to quickly address urgent appointments — like ones that involve delays, cancellations, or absences — using a conversational interface.
• Field Service Operations Home equips dispatchers and supervisors with an AI-powered home page experience that uses real-time data to surface key insights.

Read the news announcement to learn about more field service innovations.

Dreamforce 2024

Join us for the largest and most trusted AI event in the world on September 17-19 — in person in San Francisco and on Salesforce+.

If you're a Serviceblazer attending the event, check out these not-to-be-missed sessions:

Service Cloud Keynote - Humans with AI Agents Deliver Effortless Service

Collaborate with your new AI agent from first contact to final resolution on any channel. Explore innovations on the most complete platform from self-service to the contact center to the field.

Field Service Breakout - From Uptime to Upsell: Infusing Data & AI into Field Service

In the flagship session for Field Service, explore how data and AI-powered innovations help everyone from the back office to onsite deliver customer-centric service, cut costs, and drive revenue.

For more service highlights, see our 5 must-see activations . Trust us: you don’t want to miss them.

Additional Learnings

How to Use WhatsApp for Customer Service

Chances are, many of your customers already use WhatsApp. Learn how it works, the benefits, and why it’s a must-have customer service channel.

Contact Centers: From Cost Centers to Revenue Generators

Learn how adding AI and data to your contact center operations will help your agents go above and beyond.

Visit the Serviceblazer Hub to learn best practices, keep current with trends, and network with other service and field service professionals worldwide.