Reviewing the Top New Features of the Salesforce Service Cloud Summer ’20 Release

Service Cloud Summer ’20 feature

Continuing with our coverage of Salesforce Summer ’20 feature upgrades, this week we are taking a look at all the new features that are part of the Service Cloud Summer release. The Salesforce Service Cloud Summer ’20 features are borne out of the extensive survey and research and therefore each one of these is sure to empower your customer service reps to face their day with confidence. Salesforce Service Cloud is bolstered with agile and smooth workflow features that can skyrocket your customer satisfaction index to new heights. So, let’s have a walkthrough and see how Salesforce Service Cloud Summer ’20 features take a load off your service reps’ shoulders.

Here are the Top Salesforce Service Cloud Summer ’20 feature that benefits your firm:

Reply faster with Einstein Reply Recommendation.

Are your service reps overwhelmed with the increasing demands? Einstein Reply Recommendation will help them address your customers faster than ever and share related information with accuracy. Einstein analyzes the chat data to create pitch-perfect replies and lists out a series of recommendations from which customer reps pick and approve the best option.

Where: This feature is added to Lightning Experience in Enterprise, Unlimited, and Performance editions.

Who: To publish and manage replies, you require:

  • Permission to create a quick text
  • Permission manage Replies for Einstein Reply Recommendations by the use.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_einstein_service_reply_recommendations.htm?edition=&impact=

Effortlessly Maintain Your Bots.                                    

The new Salesforce Service Cloud Summer ‘20 update upgrades your chatbots into smarter versions of themselves. It comes with collapsible dialogue boxes and is much easier and efficient to train new bulk actions. Tools like Intent Sets help you navigate with ease and organize your bots effortlessly.

Where: This feature applies to Lightning Experience and Salesforce Classic in Performance, Enterprise, Unlimited, and Developer editions. Einstein Bots are only available in the Lightning Experience.

Who: Einstein Bots are available to Salesforce org Service Cloud and Chat or Digital Engagement user licenses. Each org is provided 25 Einstein Bots conversations per month.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_einstein_bots_builder_upgrades.htm?edition=&impact=

Asset Availability Tracking

With this update, managing and tracking your assets’ availability and performance are easier than ever before. The new Service Cloud feature captures your assets in every detail to check their availability, runtime, downtime, maintenance, and every other essential factor to create a cumulative report that helps you keep an eye on them.

Where: This feature applies to Lightning Experience, Salesforce Classic, and all other versions of the Salesforce in Performance, Professional and Unlimited editions.

How: Provide the access permission to collect all the data maintenance and runtime data of your assets. Then add fields to the page layout and provide the report access to the user profile.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_field_service_track_asset_availability_and_reliability.htm

 Fewer Clicks, More Time for Work

Your reps can save a lot of clicks and time spent on clicking while setting appointments and checking schedules. This new Salesforce Service Cloud Summer ’20 feature helps you get all the necessary information just by hovering the cursor over the appointments to know the details.

Where: This new feature is available on Lightning Experience in Enterprise, Unlimited, Performance, and Developer editions with the FSL managed package installed.

Why: It helps your agents get more and more productive by saving clicks and loading time spent on it. It also lets you undo the selected icons and view the icons in formula fields.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_field_service_dispatcher_console.htm

Engage with Customers with Customer 360

Reaching out to a customer with just a flick of their fingers is the dream of every service rep. Now, with Customer 360, it is a reality. It helps your reps get connected to the clients in the quickest way possible and provides them with exhaustive knowledge on them.

Where: This feature will be added to the Lightning Experience in the Enterprise, Unlimited, and Performance editions.

Who: Users with the permission set of Contact Center Agent can only answer or make calls through the Service Cloud Voice contact center.

How: Open the Omni-Channel widget in Service Cloud console, and set your availability make and receive calls

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_voice_talk_to_customers.htm?edition=&impact=

Cater to your customers in their language of choice

Stay engaged with your customers at every step by assisting them in their language of choice. The new Salesforce Service Cloud Summer ’20 feature lets your reps create unique and informative replies in multi-language keywords by automated and custom means.

Where: The changes are applied to the Lightning Experience in Enterprise, Unlimited, Performance, and Developer editions. The feature will be available for Salesforce org by means of Digital Engagement add-on.

Why: Communicate with your customers in their language of choice and stay relevant. When you use shortcodes, the business requires to follow it up with industry standards, carrier compliance requirements, and applicable laws.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_messaging_multilingual_consent.htm?edition=&impact=

Preview Channels LIVE 

The Channel menu branding choices are now quickly previewed during the setup. Preview the texts, font colors, background, and every other visual detail in live preview mode.

Where: The changes are applied to the Lightning Experience in Professional, Performance, Essentials, and Unlimited editions.

Why: The live preview of your selections displays Branding modal. Changes take up to 10 min to appear for the 1st time on your website due to caching.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_embedded_service_menu_preview.htm?edition=&impact=

Track Article Usage

Do you always fall short on feedbacks? Well, worry not because now you can track the article usage and open rates on conversations available on social conversations, chats, and messaging. The articles shared on social posts are attached to the cases in Case Article Objects; otherwise, the standalone articles are attached to linked articles.

Where: The changes are applied to Enterprise, Essentials, Developer, Performance, and Unlimited editions in Lightning Experience with Lightning Knowledge enabled.

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_knowledge_linkedarticle.htm?edition=&impact=

Prioritize Additional Routing Skills

The user can now set up skills to additional by using skills-based routing with Apex code. Additional Skills can now be specified in order to know exactly where the skills dropped. The skills with higher priority are dropped first and then followed by the others.

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Salesforce Service Cloud Summer ’20 feature

https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_omnichannel_iterative_routing.htm?edition=&impact=

The Salesforce Service Cloud Summer ’20 Features are packed with hot updates that are definitely worth exploring. For more updates, stay tuned!!

To learn more about leveraging the latest Salesforce Service Cloud Summer ’20 Features, talk to our team now!

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