Build customer loyalty with every interaction with the world's #1 service platform.


Business User

Einstein Article Recommendations

Recommend the best knowledge articles to agents based on case data with an intelligent natural language processing engine across SMS, chat, and other channels.


Channel Menu

Provide customers with easy access to multiple support channels. Let them pick their preferred channel from one easy-to-find location without having to search for a “Contact Us” page.


Field Service Lightning: Global Actions

Support Global Actions in the Field Service Lightning mobile app to create a new work order, asset or launch a mobile extension right from the homepage.


Digital Engagement: Messaging for WhatsApp

Empower customers to reach you on their preferred channels, like WhatsApp. Offer on-brand answers to common customer questions. Enhance and automate these experiences with Einstein Bots.

Business User

Case Merge

Merge up to three duplicate cases just like you do with duplicate accounts and contacts. Get rid of case clutter and focus on what's important for your business: your customers.


Einstein Bots Enhancements

Unlock granular details about your chatbot sessions and review actionable insights with refreshed natural language understanding and data quality dashboards.

Business User

Macro Enhancements

Update multiple records all at once with automated bulk macros, now available in Lightning. Agents can now focus on addressing case spikes instead of repetitive, manual record updates.

Want to learn more about the Spring ’20 Release?

Visit Spring ’20 resources for the latest in training, documentation, and more. Take the trail to learn more.