Smarter Service Starts with Knowledge

Tune in for the launch of Unified Knowledge, the easiest way to turn your knowledge base into AI-powered service experiences. Watch how this new innovation helps Service Cloud customers use AI to simultaneously decrease resolution time and lower service costs. You'll learn how it helps you:

• Ground generative AI for key service use cases across self-service experiences, messaging channels with bots, and search.
• Consolidate all knowledge articles from various sources into Salesforce.
• Import knowledge from third-party systems like SharePoint, Confluence, Google Drive, and even websites.

Don't miss hands-on demos, inspiring customer success stories, and an expert-led Q&A to help you get started with Unified Knowledge. Register for our free virtual event on Salesforce+ .

5 Customer Service Trends You Need to Watch

As technology advances, the state of customer service changes along with it. Customers expect companies to adapt to their needs, and technologies like generative AI are playing a major role in meeting those evolving expectations. Here are five customer service trends to keep on your radar as you prepare for the future of customer service , based on new data from the “State of Service” report .

1. Service organizations are now revenue generators — not cost centers

Companies are looking for new ways to drive growth and protect their margins, and many see service as a prime opportunity. In fact, 85% of decision makers say service is expected to contribute a larger share of revenue this year. So how can you take action? Our research shows that leading organizations are actively tracking key performance indicators (KPIs) that are linked to tangible business outcomes. In fact, the share of service organizations tracking revenue generation has nearly doubled since 2018, from 51% to an astonishing 91%. The share tracking customer retention rose by 29 percentage points over the same period. If those customer service analytics aren’t already on your radar, it’s time to make some changes — otherwise you risk getting left behind.

2. Self-service is a clear competitive advantage

Self-service helps customers resolve simple issues, freeing agents to spend more time on high-complexity, high-value interactions.Our latest research shows that high-performing organizations are much more likely than underperformers to provide self-service tools like knowledge-powered help centers, customer self-service portals , and chatbots powered by AI . When customers can interact with a chatbot to answer a question or use a guided journey to start a return, live agents have the time they need to manage more complicated requests. That’s critically important for the 69% of agents who report difficulty balancing speed and quality.

Read the full article for trends 3-5

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What Is a Serviceblazer? Here’s What Community Members Told Us

Plus, six ways the Serviceblazer Community can help you realize your leadership potential.

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