Deliver smarter, faster customer service with the all-new features for Service Cloud.



Einstein Next Best Action for Service Cloud

Deliver the right offer at the right time with AI built for Service Cloud. Now, you can deliver personalized recommendations at the point of maximum impact by combining your company's business rules, powerful predictive models, and data — both inside and outside of Salesforce.


Einstein Case Classification

Intelligently prioritize cases and accelerate their resolution. Assist your agents by triaging their cases automatically. Using machine learning from past cases, Einstein pre-populates field values with recommendations for your agents to reduce the time they spend manually entering information, allowing them to resolve customer issues faster.


Lightning Knowledge Transition Tool

Take advantage of the complete set of productivity tools available for your support team in Lightning Experience. Transition your knowledge base from Classic to Lightning with the Lightning Knowledge Migration Tool. Lightning Knowledge unifies your data into one Knowledge object, which enables you to better leverage the power of the Salesforce Platform with standard reports, record types, list views, and more. Empower service agents by suggesting the right article, and give them easy access with tools like hover view to solve cases faster.


Digital Engagement: Einstein Bots Enhancements

Extend your support by automating routine questions and qualifying customer information with AI-powered chatbots. Increase case deflection and reduce handle time with AI-powered chatbots now on messaging channels like SMS and Facebook Messenger. Natively built on the Salesforce Platform, Einstein Bots can be set up declaratively once and deployed to all of your real-time channels. Use Einstein Bots to collect and qualify customer information to resolve routine issues or seamlessly escalate to an agent for fast resolution.


Field Service Lightning: Preventative Maintenance Enhancements

Help mobile workers provide faster, more efficient service in the field. Now you can create a single parent work order and group every work order line item alongside the asset that requires the work, saving your mobile employees time and ensuring they complete the job right the first time. 


Lightning Scheduler

Personalize customer experiences and capitalize on every expressed interest by booking appointments with the right person, at the right time and place. Drive efficiency and uncover insights by embedding scheduling within CRM processes.

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