{"id":7323,"date":"2021-04-21T10:37:29","date_gmt":"2021-04-21T17:37:29","guid":{"rendered":""},"modified":"2023-12-22T10:37:15","modified_gmt":"2023-12-22T10:37:15","slug":"service-cloud-keynote-highlights-2021","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-keynote-highlights-2021\/","title":{"rendered":"Powering the \u2018Great Reopening\u2019 with Service Cloud 360: Highlights from Salesforce\u2019s LA Event"},"content":{"rendered":"\n

Earlier today, Salesforce executives Ebony Beckwith and Neeracha Taychakhoonavudh took to the stage at LA\u2019s SoFi Stadium<\/a> to share how Salesforce is transforming Service Cloud 360 for a world preparing to reopen after a year that has changed business, and in particular customer service, irrevocably. <\/p>\n\n\n\n

The coronavirus pandemic moved the vast majority of interactions between companies and customers online, and shifted the call centers from an office block to an agent\u2019s living room. Customers have grown accustomed to digital conveniences and behaviors, and those expectations won\u2019t be going away. Equally, reopening will introduce a slew of new questions – around updated policies, protocols and safety measures. All will add a new level of challenge for service agents.<\/p>\n\n\n\n

As companies and service departments prepare for this great reopening, Beckwith and Taychackhoonadudh shared a vision of personalized service experiences for every individual customer, made possible by Salesforce technology, including: <\/p>\n\n\n\n

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  1. Service Cloud Voice<\/a><\/strong> bringing together phone, digital channels and CRM data in one central view for service agents<\/li>\n\n\n\n
  2. Service Cloud Workforce Engagement<\/a><\/strong>, a new workforce planning product that uses AI to help service leaders predict how many requests will come into the contact center, and on which channels<\/li>\n\n\n\n
  3. Pre-Built Einstein Bots<\/a><\/strong>, intelligent chatbots that simulate human conversation and can quickly resolve common customer issues<\/li>\n\n\n\n
  4. Visual Remote Assistant<\/a><\/strong>, which allows technicians and agents to see what the customer sees through video support, so they can resolve complex issues from anywhere<\/li>\n<\/ol>\n\n\n\n

    Key quotes from the full Salesforce Success Anywhere World Tour LA event are collected below:<\/p>\n\n\n\n

    New Service Cloud innovations to transform Customer Service from anywhere<\/h2>\n\n\n
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    Open Image Modal<\/span>\"\"<\/a>
    New Service Cloud innovations give organizations the technology they need today to support agents working from home, in the field or in a hybrid model – all in one system<\/em><\/figcaption><\/figure>\n
    <\/div>