Now you can provide efficient and flexible services with Salesforce's latest Winter ‘23 expanded set of Service Cloud features. Not only that, you can handle customer issues as a team directly from Slack With the Service Cloud for Slack app. Improve the in-app and web messaging experience with an emoji keyboard and estimated wait time. With a customizable dashboard for Article Recommendations and Reply Recommendations, you can quantify the value of your Einstein setup.
Let’s have a look at the latest features:
Einstein for Service
With a customizable value dashboard for Einstein Article Recommendations and Einstein Reply Recommendations, you can quantify the value of your Einstein setup. With automatic monthly retraining, you can keep your Reply Recommendations model fresh. Combining Case Classification and Flows can deflect cases and reduce case handling time.
Text Preview Can Help You Test Your Bot
Text Preview, which is now typically available, allows you to test and iterate on your bot before making it visible to your customers. Regardless of a bot's activation status or channel connection, test out its messages and conversation flow as text. Standard and enhanced bots can use Text Preview. Text Preview is the only preview option for improved bots.
Where: This change affects the Enterprise, Performance, Unlimited, and Developer editions of Lightning Experience and Salesforce Classic. Einstein Bots can only be configured in Lightning Experience.
How: On the Dialogs tab of the Bot Builder, click Preview, and then select your preview experience. Select Text Preview to see a preview of an enhanced bot.
Organize a rest period between agents' shifts and decide whether to consider absences or agent working hours when scheduling. Workload histories, forecasts, and capacity plans are displayed in a familiar time format, making it easier to understand work volumes and staffing requirements. Planners can also delete obsolete job profile mappings and job profiles.
Job Profiles and Job Profile Mappings should be decluttered
Disable any outdated job profiles and job-profile-to-queue mappings. You couldn't delete them before.
Where: This modification affects Lightning Experience in the Enterprise, Performance, and Unlimited editions. Workforce Engagement is available as an add-on license for a fee.
Who: Job profiles can be viewed, created, edited, and deleted by users with the Workforce Engagement Planner or Admin permission sets. Users with the Workforce Engagement Planner or Admin permission set can also view, create, edit, and delete job profile mappings in an Omni-Channel queue-based routing workflow.
How: You can delete job profile-to-queue mappings from the Settings: Workforce Engagement tab if you use an Omni queue-based workflow. When you delete a job profile used in mapping, the mapping is also deleted.
When you delete a mapping from a capacity plan, the plan continues to show data for other job profile-to-queue mappings.
Don't forget to check out: What is Salesforce Service Cloud and What are its Features?
Swarming, combined with the power of Service Cloud, provides Service organizations with the tools they need to collaborate with experts at scale, solve customer issues, and report on Swarming participation and impact. With the Service Cloud for Slack app, you can handle customer issues as a team directly from Slack. With an improved Swarming setup page, you can reduce your time to swarm. To save time, agents can now add multiple swarm members at once, understand field names more easily, automatically close swarms, and update swarm record names.
Slack Swarm on Customer Issues
Swarming, combined with the power of Service Cloud, provides Service organizations with the tools they need to collaborate with experts at scale, solve customer issues, and report on Swarming participation and impact. Swarming provides agents with the tools they need to involve other experts and track real-time collaboration, participation, and ownership. As a result, your service team can work with others to turn a new or complex problem into a closed case or incident. Agents save time and increase customer satisfaction by eliminating the need for a tiered and inefficient service model. The Service Cloud for Slack app, which is now available, has received some improvements ever since its beta release.
Where: The Service Cloud for Slack app is compatible with Service Cloud in the Enterprise, Performance, Unlimited, and Developer editions of Lightning Experience. A workspace admin approved their use and installed them in Slack.
When: In June 2022, the Service Cloud for Slack app became generally available.
Who: Users must have the following permissions set: Connect Salesforce with Slack and Slack Service User. More permissions are required for certain features.
Why: These changes to the beta version are included in this generally available version.
Users can swarm on the same record multiple times.
Swarming is supported on cases and Customer Service Incident Management objects in Service Cloud for Slack.
It is optional to add members to a swarm using Expert Finder.
How: Enable Slack in Lightning Experience and install the Service Cloud for Slack app in your workspace to get started with the app.
Agents can use the new emoji keyboard, attach files, insert quick text, and show customers their estimated wait time in Messaging for In-App and Web. You can increase productivity with the new Service Cloud Voice setup process, Amazon Connect contact centre management in Salesforce, and an after-conversation work timer for agents.
With After Conversation Work, you can give agents specific time to wrap up after messaging sessions. Improve the In-App and Web Messaging experience with an emoji keyboard, estimated wait time, quick text, new file connection capabilities, support for additional Experience Developer templates, assistance for upgrading to Augmented Domain names, and much more.
In Messaging for Web, change your URLs to Enhanced Domains
As long as you take specific steps, Messaging for Web will support your transition to enhanced domains. The URLs for your Salesforce org and sites change when you use enhanced domains. Republish your Messaging for Web deployment to update your configuration with these new URLs. Update your allow listed URLs if you use Messaging for Web in an Experience Builder site.
Where: This modification affects Enterprise Edition for Service Cloud with Digital Engagement and Messaging for In-App and Web SKUs. This variation also applies to Service Cloud Unlimited and Performance editions that include a Messaging for In-App and Web SKU.
In Winter '23, enhanced domains are required in sandboxes and non-production organizations. They're also turned on by default in newly created, refreshed, and cloned sandboxes.
How: After you've enabled enhanced domains, open your Messaging for Web deployment and click Publish.
If you're using Messaging for Web in an Experience Builder site, ensure the customer-facing messaging appears after enabling enhanced domains.
Using an Omni-Channel flow, create cases from emails and assign them to the appropriate agents. Other Email-to-Case enhancements eliminate duplicate cases and save storage space. Release updates enable header-based threading to match replies to cases or enable a custom No-Reply email address.
Send Cases to Qualified Agents Using Omni -Flows in Channels
To route cases to the appropriate agents, use automation in Omni-Channel flows. When Email-to-Case generates cases from incoming emails, your Omni-Channel flow can direct them to the appropriate channel. Previously, Omni-Channel flows did not support case routing unless a record-triggered flow was created.
Where: This modification affects Lightning Experience editions Essentials, Professional, Enterprise, Unlimited, and Developer.
Why: When customers email product questions in multiple languages, your flow can route cases to agents with the necessary product knowledge and language skills. It can also make use of Einstein Case Classification to automate case field completion and Einstein Article Recommendations to send related knowledge articles.
How: Go to Email-to-Case in Setup after configuring Omni-Channel and creating an Omni-Channel flow. Set up a routing address to which your customers can send support emails. Then, for that address, specify the flow and a fallback queue.
When a customer emails the routing address, Email-to-Case creates a case if one does not already exist. The flow is executed, and the case is routed to the appropriate Omni-Channel queue or agent. If the flow cannot decide which queue to use, the case is routed to the backup plan queue.
Adding custom actions to Omni Supervisor can make your supervisors' jobs easier. Screen flows enable supervisors to perform tasks such as sending a Slack message to your agents, reassigning work in a queue, or assigning an agent to a different shift by calling actions.
Where: This change affects the Enterprise, Performance, Unlimited, Professional, and Developer editions of Lightning Experience.
How: Create a screen flow that takes as input a list of record IDs. Then, specify which custom actions should be displayed on each Omni Supervisor tab in the supervisor configuration. On the Agents tab, this example shows the Send SMS and Send Slack Message custom actions.