A business grows and prospers when its customers are happy and have no reason to complain. The Salesforce Service Cloud Spring ’20 features help your Customer service reps to face any customer query with confidence. Service Cloud Spring ’20 features are designed to deliver flexibility to the service department with new innovations and new abilities that is conducive to productivity in the workplace.
Don’t forget to check out: Top 5 Feature Updates in Salesforce Spring ‘20 Release
Brace your customer service reps with the impact of Salesforce Service Cloud Spring ’20 features
Salesforce Service Cloud Spring ’20 release covers every realm of Customer Service and redefines the approach to achieving total customer satisfaction with its newly added features. It eventually empowers your reps to deal better and smarter with customers. Here are the top features of Service Cloud Spring ’20 release –
Surging in productivity with Einstein TechnologyDeploying Einstein Bots for WhatsApp
This Salesforce Service Cloud Spring ’20 feature brings an Omnichannel solution with an adept and highly adaptive messaging app that is now supported by the innovation of Einstein Bots. With its friendly interface, bots can send messages over 180 countries, similarly as it is done over SMS and Facebook Messenger. In addition, by applying a bit of automation, the complex cases can be directly sent to the Service Reps.
Where: This new feature is available for Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience.
How: You need to set up the WhatsApp number so a bot can be assigned to it. Then click the add button on the overview page to select WhatsApp as channel and enter the channel name in the deployment field.
Resolve Cases faster than ever with Einstein Article Recommendations
Einstein Article Recommendations analyze the past data to give out the best Article results that help your Customer service agents to address your customers and their problems better. When the customer submits queries, the Einstein Article Recommendations goes through the case record, match the most relevant information, and gives out the best article recommendation results.
Where: This Salesforce Service Cloud Spring ’20 feature is available for Lightning Experience in Enterprise and Unlimited editions.
How: Enable Einstein Article Recommendations on Einstein Article Recommendations page. And Select a Case with Knowledge fields for your article recommendation model so that you can build and activate it.
Keep your information channels clean and efficient. Create your own Data rule to fit your cause
This Salesforce Service Cloud Spring ’20 feature gives you the freedom to define your own set of sensitive data rules to protect the intricate information of your customers like Social Security number or Credit Card number whenever they message with your business. Unlike the previous version, only chat and messaging are covered by these rules.
Where: This Salesforce Service Cloud Spring ’20 feature is available for Lightning Experience in Enterprise, Unlimited, Performance, and Developer editions.
Why: This new feature is exactly what you are looking for, setting up sensitive data rules if your business consists of both Chat and Messaging.
Embedded features for Mobile Users
Salesforce Service Cloud Spring ’20 Release has added new features to estimate the wait time for customers in the queue and an exclusive dark mode for iOS users, along with various bug fixes that increase the performance level of the app.
Where: These changes apply to the Service SDK for Mobile Apps supporting Android (version 222.1.0) and iOS (version 222.0.3).
Keep your customers updated with Salesforce Knowledge.
Aid your customers with the selection of correct articles.
Salesforce Service Cloud Spring ’20 Release brings in exciting features that can change the face of customer care forever. This feature is designed to help your reps share information with the customers more precisely. Now, your reps can guide the customer easily by sharing relevant articles in the chatbox.
Where: This feature is exclusively available in all editions of Knowledge in the Lightning Experience.
Who: The admin can enable the URL sharing feature with the customers whenever required so that your customer service reps can better address your customers and their problems.
Groom the cases well with Salesforce Case Management.
Ability to merge duplicate cases into one
With Salesforce Service Cloud Spring ’20 features now, the reps can merge duplicate cases without any hindrance, just like accounts and contacts. Customer support agents can merge as many as 3 cases together so they can solve the customer problems quickly and effectively.
Where: The feature is available for Lightning Experience in Essentials, Professional, Performance, Unlimited, Performance, and Developer editions, and Enterprise.
Why: Unlike the previous version, the support reps can now merge multiple cases and still have the original copies if needed as per the Duplicate setting. Previously the reps were not allowed to merge until they didn’t have the permission to delete.
Add Code snippets to Email Case Feeds.
The new Salesforce Service Cloud Spring ’20 features allow your agents to update or send case feeds with snippets of codes via Email. This formatted code appears in both Email Message and the Email Composer.
Where: Available in the Enterprise, Essentials, Unlimited, and Developer Editions, Performance in Lightning Experience.
How: After opening a case, go to the email publisher then select the code sample icon. Then enter your code into the blank space and click Insert.
Lift up the productivity with Salesforce Service Cloud Spring ’20 features take care of repetition with Bulk Macros Automation.
The addition of Bulk Macros in Lightning experience can effectively cut down the workload of your support reps by many folds so they can focus on the most important aspect of their job – Customers. Using Bulk Macros facilitates the support reps to automate mundane tasks like sending Emails, updating case fields or transferring cases to other agents without a second’s delay.
Where: This Salesforce Service Cloud Spring ’20 feature is available for Lightning Experience in Essentials, Enterprise, Unlimited, Performance, and Developer editions.
Who: The agents can create or run bulk macros by creating permissions for every individual task.
Assist your onsite agents better with new Field Service Lightning:
Mobile App with Global Actions.
The new Global Actions is a helpful feature for your onsite agents to create and manage records with no direct relationship with active records. This Salesforce Service Cloud Spring ’20 feature gives your agents the accessibility to take powerful actions right through the mobile app. All these records are available from top-level screens to give a better view of the situations.
Where: This feature is available for Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.
Here is the glimpse of this brand new feature over both Android and iOS platforms:
Schedules smartly with Enhanced Optimization
The new Salesforce Service Cloud Spring ’20 features help you track and align your performance goal better with smart scheduling. It also takes care of all the necessities that can help you travel lesser and give optimal solutions to last-minute changes in the plan.
Where: This Salesforce Service Cloud Spring ’20 feature comes with preinstalled Field Service Lightning managed package for Lightning Experience in Performance, Unlimited, Enterprise, and Developer editions.
Why: Enhanced Optimization gives out results of unparalleled efficiency that causes shorter response times, prediction of travel times, transparency of shift availability, and the ability to deal with last-minute cancelations.
Salesforce Service Cloud Spring ’20 features are clearly going to massively elevate the engagement and productivity of Salesforce Users and help keep the smiles permanently on your customers’ faces
Article Resource: DemandBlue Blogs