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



Einstein Case Routing

Resolve cases faster by automatically routing them. Based on machine learning from past cases, Einstein instantly routes the right case to the right agent.


Field Service Lightning: Work Rule Enhancements

Speed up field service assignments with Work Rule Enhancements: Extended Match. Expand your matches to include territory, skill level, and more--all to one resource.

Business User

Lightning Knowledge Enhancements

Deliver the right answers to customers over any channel. Empower support agents to quickly preview and share knowledge articles with one click.

Business User

Omni-Channel Routing Enhancements

Customize the order that work gets routed at the field level, giving you the flexibility to create routing rules personalized to your business.


Lightning Knowledge for Einstein Bots

Leverage the power of Einstein Bots to surface articles based on common customer questions. Display a set of fields from the best article or a menu of the top three articles.


Customer 360 Data Admin Hub

Register multiple accounts to map data to the Salesforce Information Model. Create a 360 ID and reconciled customer profile, all on one secure, trusted hub.

Want to learn more about the Winter '20 Release?

Visit Winter '20 resources for the latest in training, documentation, and more.