New features

See how Service Cloud’s new features help your company deliver smarter, faster customer service with the Summer ’18 Release.


Service Cloud


Business User

Einstein Bots

Scale support with AI-powered chatbots. Einstein Bots increase case deflection, reduce handle time, and come preintegrated into your CRM data and 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.

Generally available June 12th


Business User

Service Cloud Mobile

Deliver personalized service from anywhere, and empower your employees to triage, manage, and resolve cases with the new native mobile app. Push notifications keep agents up to date on the status of their cases, making it easier for them to provide customers with fast, responsive service.

Business User

Lightning Flow

Deliver smarter, more consistent service on Lightning. Guide agents step by step through service processes as they interact with customers. Empower agents to select the right process for every customer interaction and resolve customer issues with consistency and accuracy. Display only relevant fields for each process, and configure dynamic UI so that agents have a script for complex interactions where regulatory compliance requires specific language.

Business User

Omni-Channel Skills-Based Routing

Close cases faster by ensuring cases are always routed to the right agent to solve the case the first time with Omni-Channel Skills-Based Routing. Automatically push cases to agents based on their skill set, availability, and capacity.

Business User

Case Email Enhancements

Resolve customer issues Lightning fast with streamlined email communication and new case email enhancements. Emails can now dynamically prepopulate based on certain case criteria, which saves an agent’s time and ensures consistency. And with the improved email publisher, agents can drag and drop attachments, quickly access functions like reply, and autosave their work, so they never have to worry about losing it. 

Field Service Lightning


Business User

Snap-ins for Appointment Management

Give your customers the power to book and update service appointments directly on your website. With Snap-ins you can easily embed a branded appointment management experience declaratively, on your website or community. Even customize the appointment booking steps according to your own business processes with Lightning Flow.


Shield for Field Service Lightning

Deliver trust and compliance with Salesforce Shield capabilities in for any onsite work done by mobile employees. Encrypt sensitive customer information on work orders, files, and service appointments, and track work with field audit trails.

Business User

Resource Scheduling Optimization

Quickly handle schedule disruptions for mobile workers by reshuffling work for mobile employees in the field. Resource Level Optimization will automatically gather all future maintenance in the appointment area, and recreate an optimized schedule.

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