{"id":77702,"date":"2024-05-23T05:00:00","date_gmt":"2024-05-23T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=77702"},"modified":"2025-03-26T10:18:10","modified_gmt":"2025-03-26T17:18:10","slug":"service-cloud-digital-engagement-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-digital-engagement-news\/","title":{"rendered":"Salesforce Expands Service Cloud Digital Engagement Capabilities, Equipping Contact Centers with the Data They Need to Drive Growth"},"content":{"rendered":"\n<p><em>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go <\/em><a href=\"https:\/\/www.salesforce.com\/platform\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\"><em>Service Cloud innovations harness conversational data to create more comprehensive views of customers so agents can deliver top-tier service and unlock new revenue opportunities<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Salesforce today announced <a href=\"https:\/\/www.salesforce.com\/service\/digital-customer-engagement-platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud Digital Engagement<\/a> enhancements that will help contact centers unify unstructured, conversational data from disparate digital channels, departments, and devices \u2013 all within one platform. Built on the <a href=\"https:\/\/www.salesforce.com\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Platform<\/a>, these additions make it possible for service leaders to gain a more comprehensive view of customers to better deliver value in every conversation.<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong>Nearly <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">80% of customers<\/a> expect consistent interactions with companies, yet 55% say it generally feels like they\u2019re communicating with separate departments, not one company. The average customer engages with brands across <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">eight channels<\/a>, including chat and messaging, which can lead to inconsistent communications, complex resolution journeys, frustration, and increased churn.<\/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\tOmnichannel Customer Engagement.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Create seamless customer service experiences that scale across voice, digital channels, and video 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\/service\/digital-customer-engagement-platform\/\" 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\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/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>Go deeper: <\/strong>Service Cloud Digital Engagement works to deliver seamless, personalized conversational experiences across channels at scale. Because it connects to <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Data Cloud<\/a>, which unifies and harmonizes structured and unstructured enterprise and customer data, companies will be able to forge even more meaningful conversations. Enhancements include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Unified Conversations for WhatsApp, <\/strong>which already <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/04\/09\/unified-conversations-for-whatsapp-news\/\" target=\"_blank\" rel=\"noreferrer noopener\">enables marketers to send targeted promotional messages<\/a>, will also empower service agents to access a customer\u2019s unified profile and complete conversation history. Where customers would previously need to switch channels when talking to different departments, service agents and marketers will be able instead to work off the same, shared customer profile and provide the customer with a seamless experience in a single messaging thread. For example, after a hospitality brand sends a tailored offer about a flash sale on weekend getaways through WhatsApp, an agent could instantly respond to the customer\u2019s questions all within the same channel.<br><\/li>\n\n\n\n<li><strong>Omni-Channel on Mobile <\/strong>will give employees the flexibility to work on-the-go and respond to customers on any digital channel from the Salesforce mobile app while ensuring that all conversations are securely logged on the Einstein 1 Platform. For example, retail sales associates could respond to high-value clients from their phone, answering questions using the context of their previous purchase history to help increase repeat transactions and boost customer loyalty.<br><\/li>\n\n\n\n<li><strong>Bring Your Own Channel <\/strong>will give businesses the ability to integrate digital channels \u2014 such as KakaoTalk, Discord, Instagram, and TikTok \u2014 into <a href=\"https:\/\/www.salesforce.com\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> through APIs and connectors. Data from these external channels will be unified and harmonized in Data Cloud, a core part of the Einstein 1 Platform, to provide a complete view of all customer interactions from any source. Global companies can also provide support for LINE <strong>\u2013 <\/strong>the most popular messaging app in Japan \u2013 to reach consumers in new markets.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With Service Cloud built on the Einstein 1 Platform, companies can bring in sales, service, and marketing data on one platform to deliver more relevant customer experiences and drive business growth.<\/p>\n<cite>Kishan Chetan, EVP &amp; GM of Service Cloud<\/cite><\/blockquote>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>\u201cAs customers interact with companies across more touch points and channels, they are looking for more personalization and a higher-touch experience,\u201d said Kishan Chetan, EVP &amp; GM of Service Cloud. \u201cWith Service Cloud built on the Einstein 1 Platform, companies can bring in sales, service, and marketing data on one platform to deliver more relevant customer experiences and drive business growth.&#8221;&nbsp;<\/p>\n\n\n\n<p><strong>Reaction to the news: <\/strong>\u201cBeing able to see all the communication \u2014 chat transcripts, emails, phone calls \u2014 on the member&#8217;s profile page has totally transformed the agent and member experiences,\u201d said Olivia Boles, Director of Operations Projects at PenFed.<\/p>\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=\"92511\"\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\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\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\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1024\" class=\"content-card__image\" alt=\"View of the F1 tech director on a mobile phone.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png 2996w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1536&amp;h=863 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=2048&amp;h=1151 2048w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1218&amp;h=685 1218w\" \/>\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\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\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\tFormula 1 and Salesforce Deepen Partnership, Expanding Agentforce to Grow Fan Connection Worldwide\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\t4 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=\"92459\"\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\/news\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\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\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Targets ITSM: 180 Organizations Adopt Agentforce IT Service\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-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\/news\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\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\tSalesforce Targets the ITSM Status Quo: 180 Organizations Replace Legacy Support Tools with Agentforce IT Service\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\t4 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\/news\/wp-json\/wp\/v2\/posts\/77702\/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-availability\"><strong>Availability<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Unified Conversations for WhatsApp<\/strong> is generally available now.<\/li>\n\n\n\n<li><strong>Omni-Channel on Mobile <\/strong>will be available in beta in summer 2024 and<strong> <\/strong>generally available for all Digital Engagement channels later in 2024.<\/li>\n\n\n\n<li><strong>Bring Your Own Channel <\/strong>will be generally available in summer 2024.<\/li>\n\n\n\n<li><strong>LINE<\/strong> support will be generally available later in 2024.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/products\/digital-customer-engagement-platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Engagement<\/a><\/li>\n\n\n\n<li>Explore how customers like <a href=\"https:\/\/www.salesforce.com\/uk\/resources\/customer-stories\/heathrow-personalisation-digital-revenue\/#step1\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Heathrow Airport<\/a> and <a href=\"https:\/\/www.salesforce.com\/customer-stories\/penfed-ai-omni-channel-support\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">PenFed<\/a> use Digital Engagement<\/li>\n\n\n\n<li>See how <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/04\/09\/unified-conversations-for-whatsapp-news\/\" target=\"_blank\" rel=\"noreferrer noopener\">Unified Conversations for WhatsApp<\/a> brings service and marketing conversations together in a single WhatsApp number<\/li>\n\n\n\n<li>Discover the latest trends and insights in the <a href=\"https:\/\/www.salesforce.com\/resources\/articles\/state-of-service-inside-customer-service-trends\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Sixth Edition of the State of Service&nbsp;<\/a><\/li>\n\n\n\n<li>Read the commissioned <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/2024-forrester-tei-report\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Forrester Consulting TEI study<\/a> to see how Service Cloud customers saw a 125% ROI<\/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>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Service Cloud innovations harness conversational data to create more comprehensive views of customers so agents can deliver top-tier service and unlock new revenue opportunities Salesforce today announced Service Cloud Digital Engagement enhancements that will help contact centers unify unstructured, conversational [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":77708,"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":[1],"tags":[],"sf_content_type":[1727],"sf_theme":[1912],"sf_topic":[2798,1726],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-77702","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-announcements-product","sf_theme-digital-transformation","sf_topic-data","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","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 Expands Service Cloud Digital Engagement Capabilities, Equipping Contact Centers with the Data They Need to Drive Growth - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. 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