{"id":10435,"date":"2024-07-25T05:00:00","date_gmt":"2024-07-25T12:00:00","guid":{"rendered":""},"modified":"2024-07-25T23:57:53","modified_gmt":"2024-07-25T13:57:53","slug":"service-cloud-tools","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/","title":{"rendered":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better"},"content":{"rendered":"\n<p>Salesforce today announced new out-of-the-box service components, an automation tool, and a new app for <a href=\"https:\/\/www.salesforce.com\/au\/service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> customers, enabling agents to solve customer cases faster than ever before and helping companies easily scale support.<\/p>\n\n\n\n<p><strong>Why it&#8217;s relevant:<\/strong> <a href=\"https:\/\/www.salesforce.com\/au\/resources\/articles\/state-of-service-inside-customer-service-trends\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Sixty-nine percent<\/a> of agents say that balancing speed and quality is a challenge. And with the volume of cases increasing and interactions becoming more complex, companies need tools that help their agents work more efficiently without compromising quality.\u00a0<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tSalesforce Service Cloud\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Deliver Value Across Every Customer Touchpoint with Service Cloud Built on the Einstein 1 Platform.<\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/au\/service\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Innovation in action: <\/strong>All Service Cloud customers now have access to a suite of efficiency tools that help them automate processes and discover the right product capabilities needed to deliver better service at scale. These new out-of-the-box capabilities allow customers to get the most out of Service Cloud, increasing the return on their Salesforce investment:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Service Innovations for Service Cloud: <\/strong>New, out-of-the-box components, including Identity Verification, Actions Launcher, and Engagement Timeline, can be added to the Service Console to help agents solve customer issues quickly. For example, if a hospitality customer needs to change their travel dates, the agent can launch the identity verification flow to accurately verify the customer\u2019s identity, check the Engagement Timeline to see if the customer has already attempted to change the travel date themselves, and if not, the agent can use the Actions Launcher to instantly launch a date change flow \u2014 all within the Service Cloud console.<\/li>\n\n\n\n<li><strong>Business Rules Engine for Service Cloud: <\/strong>Business Rules Engine (BRE) helps service organizations automate decision-making faster to easily adapt to economic and technological changes and be more agile. Business users and admins can easily design and update business rules \u2014 specific instructions for systems to follow that align with organizational guidelines and processes \u2014 with a no-code builder and embed those rules within existing workflows without IT\u2019s help. For example, a bank can use BRE to do complex case routing and automatically route high-net-worth clients to premium support queues based on the size of their portfolios, the urgency of their inquiry, their account status, and more.<\/li>\n\n\n\n<li><strong>My Service Journey:<\/strong> My Service Journey is an app within Salesforce App Launcher that guides customers to discover new product capabilities that align with their business goals. Every capability includes detailed deployment best practices and key metrics to track after implementation. For example, a retail company that is focused on improving productivity within their Agent Console can select the \u2018improve productivity\u2019 filter to see Service Cloud capabilities and best practices that align with this business goal.<\/li>\n<\/ul>\n\n\n\n<p><strong>The Salesforce perspective:<\/strong> \u201cEvery service leader wants to drive operational efficiencies and drive team productivity. With our new efficiency tools, companies of all sizes and in different industries can get even more out of their Service Cloud investment. Ultimately, this helps them increase service team&nbsp;productivity so they can serve their customers even better and faster.\u201d \u2013 Kishan Chetan, EVP &amp; GM, Service Cloud&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Every service leader wants to drive operational efficiencies and drive team productivity.<\/p>\n<cite>Kishan Chetan, EVP &amp; GM, Service Cloud&nbsp;<\/cite><\/blockquote>\n\n\n\n<p><strong>Reaction to the news: <\/strong>\u201cService teams are looking for quick wins when it comes to maximizing their investment in technology vendors. Service Cloud\u2019s latest innovations make it easy for teams to get even more value out of their implementation and increase operational efficiency with easy to use components, templates, and apps.\u201d \u2013 Rebecca Wettemann, CEO &amp; Principal Analyst, Valoir<\/p>\n\n\n\n<p><strong>Fast facts:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Salesforce customers with any Service Cloud or <a href=\"https:\/\/www.salesforce.com\/au\/sales\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> edition (except Starter) can join the open beta for free by searching for My Service Journey in the App Launcher.<\/li>\n\n\n\n<li>Service Innovations for Service Cloud is generally available today with any Service Cloud edition (except Starter). To make the Service Innovations features available to Service Cloud, customers can simply assign the Industry Service Excellence add-on license and use the Lighting App Builder to add the components.<\/li>\n\n\n\n<li>Business Rules Engine is generally available today with any Service Cloud edition (except Starter). To get started, admins must enable the Business Rules Engine permission set.<\/li>\n<\/ul>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13114\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"How Conversation Design Enables Agentic AI\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe Productivity Gap: New Survey Shows ANZ Sales Teams Are Betting On AI Agents To Help\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"12313\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-revenue-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Launches Agentforce for Revenue\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/07\/Agentforce-Cuts-Sales-Quoting-Time-by-up-to-75-Accelerating-Deal-Velocity-3.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-revenue-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Cuts Sales Quoting Time by 75%, Dramatically Reduces Manual Work for Reps\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/10435\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-explore-more\"><strong>Explore more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/au\/form\/events\/webinars\/form-rss\/4624864\/\" target=\"_blank\" rel=\"noreferrer noopener\">Wat<\/a><a href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/4624864\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">c<\/a><a href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/4624864\/\">h<\/a> the latest Webinar to see these three innovations in action<\/li>\n\n\n\n<li>Learn how to increase operational efficiency with <a href=\"https:\/\/www.salesforce.com\/au\/service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, enabling agents to solve customer cases faster than ever before and helping companies easily scale support. Why it&#8217;s relevant: Sixty-nine percent of agents say that balancing speed and quality is a challenge. And with the volume of [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":10434,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1166],"sf_theme":[1115],"sf_topic":[1100,1093],"sf_product":[1125],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-10435","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements-product-news-announcements","sf_theme-digital-transformation","sf_topic-automation","sf_topic-digital-transformation","sf_product-service-cloud","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better\" \/>\n<meta property=\"og:description\" content=\"Salesforce today announced new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, enabling agents to solve customer cases faster than ever before and helping companies easily scale support. Why it&#8217;s relevant: Sixty-nine percent of agents say that balancing speed and quality is a challenge. And with the volume of [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2024-07-25T12:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-25T13:57:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better\",\"datePublished\":\"2024-07-25T12:00:00+00:00\",\"dateModified\":\"2024-07-25T13:57:53+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\"},\"wordCount\":732,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png\",\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\",\"name\":\"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png\",\"datePublished\":\"2024-07-25T12:00:00+00:00\",\"dateModified\":\"2024-07-25T13:57:53+00:00\",\"author\":{\"@id\":\"\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/au\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better - Salesforce","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/","og_type":"article","og_title":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better","og_description":"Salesforce today announced new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, enabling agents to solve customer cases faster than ever before and helping companies easily scale support. Why it&#8217;s relevant: Sixty-nine percent of agents say that balancing speed and quality is a challenge. And with the volume of [&hellip;]","og_url":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/","og_site_name":"Salesforce","article_published_time":"2024-07-25T12:00:00+00:00","article_modified_time":"2024-07-25T13:57:53+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/"},"author":{"name":"","@id":""},"headline":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better","datePublished":"2024-07-25T12:00:00+00:00","dateModified":"2024-07-25T13:57:53+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/"},"wordCount":732,"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","inLanguage":"en-AU"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/","url":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/","name":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","datePublished":"2024-07-25T12:00:00+00:00","dateModified":"2024-07-25T13:57:53+00:00","author":{"@id":""},"breadcrumb":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","contentUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-tools\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/au\/news\/"},{"@type":"ListItem","position":2,"name":"Salesforce Introduces New Service Cloud Tools to Help Teams Increase Agent Productivity and Serve Customers Even Better"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/news\/#website","url":"https:\/\/www.salesforce.com\/au\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2024\/07\/Salesforce-Introduces-New-Service-Cloud-Tools-to-Help-Service-Teams-Increase-Agent-Productivity-and-Serve-Customers-Even-Better.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/10435","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/comments?post=10435"}],"version-history":[{"count":2,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/10435\/revisions"}],"predecessor-version":[{"id":10439,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/10435\/revisions\/10439"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media\/10434"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media?parent=10435"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/categories?post=10435"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/tags?post=10435"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_content_type?post=10435"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_theme?post=10435"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_topic?post=10435"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_product?post=10435"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_industry?post=10435"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_role?post=10435"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=10435"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_location?post=10435"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_collection?post=10435"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_visibility?post=10435"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/coauthors?post=10435"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}