big one for Service Cloud.
to enable seamless collaboration
between humans and AI agents
for every type of service,
you can deliver seamless,
we will be taking your questions
their answers on Salesforce Plus.
So check out the description
because we've got the link
form as well as the schedule
First up is e mail service agents.
They can autonomously respond
to customer email inquiries.
when their package will arrive.
with the estimated delivery date
The email responses are grounded
in your Agentforce data libraries.
is here to show us how it works
Agentforce for service on email.
the power of generative AI
volume channels in service.
so your teams can scale smarter,
and deliver consistent service,
all with less manual effort.
Agentforce for service on
Things like shipping questions,
or basic troubleshooting.
So let's walk through them.
Start by building a lightning
This defines the structure for any
No classic templates here.
in the content placeholders.
This gives you full control over
and the compliance disclosure.
Here's where the magic happens.
Add your custom legal disclosure
to case routing addresses.
Now you've connected your
AI agent to a live customer inbox.
Control when your Agentforce
topic or customer segment.
And if the conversation escalates,
Just make sure your escalation
topic and flow are in place.
AI agent as the case owner
for your routing address settings
routing based on specific
complete with attribution.
the Agentforce service agent sends
filtered by the automation type
You can also create reports
to track cases owned by your
Let's say a customer emails.
scans your data libraries,
finds the tracking number
and estimated delivery date,
just fast, accurate service
common inquiries, escalate
gracefully when needed, and monitor
This is just the beginning
and we can't wait for you
to try this out in winter 25.
okay, now that's amazing.
As a consumer, I appreciate.
that it's an agent responding
looking for help in the off hours.
service and supervisor experience
with summer 25 supervisors.
Get real time visibility into
AI powered email conversations
right alongside messaging,
Senior Product Manager, is here
with a demo to take a deep dive.
it's important supervisors
maintain consistent visibility
over their digital workforces.
these conversations happen.
with the summer 25 release,
supervisors now have real time
just like they have for messaging
Email and messaging conversations
can be brought to my attention,
with the raise flag for supervisor
that triggers a flag signal
configured the action to trigger
the AI agent is handling the issue
well and escalation is not needed.
to be aware of such conversations
And just like that, supervisors
get real time control over
across messaging and email
to make sure that AI stays aligned
with the service experience
every single channel AI support.
how AI in service is growing fast,
have the tools to keep it aligned
with their business needs.
making it easier to manage
digital teams with precision.
how this works. Check it out.
a digital workforce transformation.
that service leaders can apply
AI to their service operations
with the business structure.
with the Summer 25 release,
They can now pick and choose
exactly which AI agents are visible
to each supervisor configuration.
Craig oversees internal support,
employee service scenarios.
responsible for monitoring
Let's see how this looks like.
Just like that, service leaders
to organize their digital labor
to lead digital first teams.
AI views give every service leader
the clarity that they need.
Service rep assistant now
resolution guides and quick actions
right inside the reps flow of work,
resolution time and boosting
to show you how this works.
I'm Kevin Qi, a product manager
through the latest enhancement.
Coming to a service rep assistant
this summer. Actionable plans.
The biggest challenge customer
service reps had to dig through
decreased customer satisfaction
and increased rep turnover.
which GA in the spring release,
help solve these challenges
and multi-step resolution plans
right within their flow of work.
Let's take a closer look.
has proactively generated a summary
to get them up to speed instantly
once they click Draft Plan.
based on real time case data,
knowledge, and customer engagement.
a subset of supported quick actions
directly alongside plan steps, so
service reps can take action
without leaving their flow of work.
Service Rep can instantly send
in the company's approved tone
without needing to navigate
across multiple tabs or components.
The service rep continues
a more senior team member to help
while ensuring compliance.
When it's time to wrap up,
to complete the closure in no time.
So how does this all work behind
where you can define and associate
for service rep assistant.
Once enabled, you can begin to add
to Service Rep Assistant.
Be sure to reference the latest
of what type of quick actions
After selecting a quick action
you can configure its instructions
and where it will appear.
the action to the relevant topics
Rep Assistant will handle
Servicing the right actions
saw how service Rep assistant
reps resolve cases faster
plans in their flow of work,
and how easy it is to set it up.
Empower your service teams
faster and smarter resolutions
with service Rep assistant.
And now back to you, Carolyn.
Absolutely fantastic demo Kevin
Reps now have the power to act fast
routing for voice is here.
with Amazon Connect and omni
channel working together,
you can now route all channels,
from one streamlined place
with skill based precision.
is here with this exciting update.
Unified routing for voice
Finally route all channels,
from one place with omni channel.
to competing routing engines
Improved channel blending,
and a simplified admin experience.
at how omni-channel can route
with skill based routing.
Once I've set up the basics
we have a simple flow that decides
determined by the IVR inputs.
Either route to a billing skill
or using the omni-channel route
have all the routing rules
for a streamlined admin experience.
where Omni is the single brain
Press one for billing specialists.
Press two for account managers
or press three for general support.
We selected the billing option,
which will now route the voice
call via our billing skills.
The call has been placed.
Let's see our supervisors.
I am now in my supervisor persona
just like any other channel
here in my skills backlog.
work was inconsistently prioritized
I can manage all my queues,
skills and channels consistently
and ensure that all of my voice
calls are answered timely.
I'm now in the agent persona,
and I'm a billing specialist
Now that I've had my coffee, I'm
ready to receive voice calls.
before is now in my inbox.
I have an extended push timeout,
routing through omni-channel,
available only on enhanced omni.
Okay, now that was amazing.
It makes it so much easier
to route calls to agents.
so now I want you to imagine
rep being able to service
in their preferred language.
who didn't speak a customer's
language couldn't assist them,
translate solves for this.
Kristal Peters, Product Management
Director, is here with a demo
to show you how this works.
My name is Kristal Peters,
in their preferred language.
are translated in real time,
and you can upload business
so that your brand is maintained
Let's dive in and see how it works.
to set their preferred language.
will be translated to that language
with the preferred language set.
during a live conversation.
Here we have a conversation
coming in from our web chat.
is reaching out in Spanish.
within the agent experience.
is in a different language
from the rep's preferred language.
pulsing in language detected.
In this case, it's Spanish.
And now the whole conversation
Knowing exactly what the end
the rep can now seamlessly respond.
and see it be being translated
all I have to do is hit send
will get the response in Spanish.
not only work with live sessions,
but also previous sessions as well.
look at another conversation
that happened over SMS in Japanese.
Once I open the conversation,
you can see the pill show
showing Japanese detected.
all I have to do is hit translate
and now the whole conversation
is translated into English.
I can monitor a conversation
it to my preferred language.
by selecting the translation pill.
every single conversation
effortlessly easy for a supervisor.
our conversation catch up feature.
It will generate a summary
in the preferred language
of the rep or supervisor.
This ensures they can quickly grasp
the key point of the conversation
in their preferred language.
where you have the ability
to upload a custom terminology
file up to ten different languages.
This ensures that specific terms
You also have the added ability
to test translations below.
We're super excited for you
The benefits to this are so vast,
so if you struggle hiring talent
skills on your support teams,
I can't wait to see what customers
do with this functionality.
so rounding out the Summer
helping you manage the business
with better intelligence.
Kimberly Petryshyn, Product
Manager, is back to show you
So let's check this one out.
from the Omni channel product team,
reporting with pre-built dashboards
and reports in Summer'25.
and I can now search for our
I simply select the dashboards
and dashboards are installed,
let's see what they look like.
To view the reports and dashboards,
and Dashboards navigation
item in the Service Cloud console
and then select the dashboard
Here I can see two report folders
Our metrics report and dashboard
provide a comprehensive overview
and user service presence objects
and rep metrics provide insights
specific to the case channel
in cases to see case metrics
average handle time, and more.
As an admin, I can easily
for my specific business needs.
my average handle time per rep,
average handle time by a rep,
or even declined work by reason
specific to the case channel,
such as the total number of cases
or average handle time for cases
with service cloud reporting,
and channels performance,
and dashboards are only available
on enhanced omni-channel,
and is just the beginning
to value of service, cloud.
Highlights of a few top features
in Summer 25 for Service Cloud.
Don't forget to check out
answered by the product team
and tune back in to Salesforce
You're going to hear directly
Thank you for joining us.
And we will see you in winter.
