Salesforce is rolling out a wave of Service Cloud innovation — enabling global organizations to leverage our native contact center, improving autonomous service experiences with self-optimizating agents, empowering every human rep to be your best rep with AI-powered real-time assistance, and giving service leaders a view of the hybrid workforce.
Here’s what’s new.
Operate your contact center globally
Most contact centers today are stitched together from separate vendors — voice, digital, AI, and CRM — and those integration points create bottlenecks that make deploying AI especially hard. You can’t build an agentic future on a fractured foundation.
Salesforce’s agentic contact center is the only contact center that unifies voice, digital channels, CRM data, and AI agents natively in a single system. What does a unified foundation look like in practice? For Compass Working Capital, it’s 6,000 hours a year back in reps’ hands. Wolverine Worldwide and Canada Goose are seeing the benefits of running service and their contact center on Salesforce, too.
On October 16, we’re making our native Contact Center generally available in Europe, going live across 30+ European countries including the UK, Ireland, Denmark, Finland, Germany, France, Italy, Spain, Switzerland, Portugal, and Sweden — with Australia and New Zealand following in November. This gives global organizations the same unified contact center everywhere they operate, built to meet local data residency, sovereignty, and regulatory requirements without compromise.
Deployment is faster, too: new headless skills let teams set up a full contact center conversationally using AI coding assistants like Claude or Cursor, without logging into the Salesforce UI or needing deep Agentforce, Omni, or Channels expertise.
To better meet customers wherever they communicate, our WhatsApp channel integration now lets businesses sell products, process payments, and interact with messages without leaving the conversation. Rich Communication Services (RCS) also goes GA this October, bringing app-like rich media into native message threads for marketing and service alike.
Let your AI agent fix its own blind spots
Building an AI agent usually means starting from scratch. Teams have to decide what it should handle, build the skills, test them, and keep refining until it’s production-ready. And after launch, someone still has to keep it updated so resolution rates don’t fall.
Casey, your help agent, is an autonomous AI agent that resolves customer issues end-to-end across every channel. Now, Casey is self-optimizing, so your customers get a better agent every time they use it.
Coming in November, new optimization capabilities will help Casey get better faster. They review real conversations and cases from agents and human reps, rank contact reasons by volume and automation readiness, and surface the biggest opportunities. Casey then builds and refines for those priorities using your existing case data and flows. Before they go live, Casey tests the results against real scenarios. A human approves every change.
Your team no longer has to guess what to build next. Casey finds it, builds it, and continuously improves.
Empower Every Rep to Resolve Complex Cases Faster
Dealing with disjointed handoffs from AI agents and complex customer cases can be exhausting for service reps.
With AI-powered Service Rep Assistant in Service Cloud, reps don’t have to work through cases on their own. Service Rep Assistant reads the customer sentiment and case context in real-time, then creates or tweaks an action plan for the customer as the conversation changes.
For especially complex cases, reps often need input from experts in other departments or titles. Now, with agentic Slack swarming in open beta, Service Rep Assistant can automatically spin up a dedicated Slack channel, bring in the right experts and AI skills, and share the full context in the channel. This means service reps can stay in the service console while experts from different departments chat about a solution in Slack, so reps can stop switching desktops and resolve their customer issues faster.
See and manage your hybrid workforce
With AI agents taking on a growing share of interactions, service leaders often struggle to see how their whole service operation is running. Human and AI work is scattered across disconnected tools, and those blind spots show up as understaffed shifts, longer waits, burned-out reps, and climbing labor costs.
New agentic Workforce Engagement Management enhancements put the full picture in one place. Run your hybrid workforce from a single dashboard and monitor schedule adherence across teams in real-time. Agentic recommendations let service leaders forecast, schedule, and manage daily contact center operations through natural dialogue — whether you’re using Salesforce’s native contact center or a partner’s. Powered by Salesforce Moirai forecasting intelligence, Workforce Engagement Management predicts demand and staffing needs based on real business behavior.
Service leaders also get a clearer view of what’s driving volume. Customer Signals Intelligence now delivers live sentiment and AI agent insights across cases, voice, and chat conversations directly into the Command Center. Plus, automated topic clustering ranks your primary contact reasons so you instantly know what’s driving volume.
Get it all in one edition
Buying the complete Service platform just got simpler. With new Core, Advanced, and Max editions, service teams no longer have to piece together multiple products to get the AI-powered Service Cloud, Contact Center, Workforce Engagement Management, Slack, Tableau Next, Premier Success Plan, and enterprise-grade security — it’s all included in a single edition.
Each edition comes with built-in Flex Credits — 500,000 for Core, 1 million for Advanced, and 2.75 million for Max — giving service teams more capacity to put AI to work across their operations.
The future of service isn’t coming someday. It’s already here — and it’s ready for your team.
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