Salesforce unveils new capabilities to equip contact centers with the data they need to drive growth.

Learn more.

Intelligent Service Operations

Drive operational efficiency and productivity with AI-powered insights directly integrated within the Einstein 1 Platform. Empower teams to make faster decisions and deliver experiences customers love with feedback, reports, analytics, and insights right in your service team's flow of work. Streamline your service department and meet your KPIs with intelligent service operations.

What can you do with your new service operations software?

Reduce costs, streamline processes, and deliver better service.

Deliver fast, efficient service with data-driven, actionable insights.

Service Intelligence

Get a complete view of your key business metrics in one place. Analyze trends, review productivity, and identify areas of improvement. Provide service leaders with visibility into KPIs like CSAT, average time to close, total escalated cases, and more. Track routing efficiency and agent performance across channels. Empower agents with a snapshot of their caseload and KPIs to prioritize workload more effectively.

graphs depicting various service metrics

Save time and improve customer satisfaction with calculated, actionable insights right when you need them. Help your agents be more proactive with AI-powered predictions like propensity to escalate or time to resolve. Insights like these allow you to view and take action on operational performance metrics, boost agent productivity, and drive customer loyalty.

insights on a customer case such as case details and customer effort

Unify and harmonize all of your internal and external customer data with Data Cloud. Unified profiles allow you to better engage with customers based on their individual needs and preferences. Deliver intelligent service when you unlock deeper insights and take action in real time with AI and automation, grounded in trusted customer data.

windows displaying customer data, activity, and Einstein recommended next best actions
graphs depicting various service metrics
insights on a customer case such as case details and customer effort
windows displaying customer data, activity, and Einstein recommended next best actions

Continually improve service delivery.

Einstein Conversation Mining

Save time and avoid manual transcript review with insights into the top drivers of support volume. Use machine learning to analyze transcripts and extract common topics and contact reasons, then find opportunities for greater efficiency by understanding support performance per contact reason.

Einstein presents a form to create a conversation mining report

Enable service leaders to visualize common contact reasons by support volume and critical KPIs. Segment support conversations using contact reasons and other key data points to find insights and trends.

A service intelligence dashboard with a graph depicting topics by average duration, average turns, and volume.

Build smarter bots that solve for your customers' top needs. Prioritize the highest impact opportunities for automation based on duration and volume per contact reason. Train intelligent intent models and create new dialogs directly from your conversation data.

A bot provides a suggestion to a customer based off of their contact reason
Einstein presents a form to create a conversation mining report
A service intelligence dashboard with a graph depicting topics by average duration, average turns, and volume.
A bot provides a suggestion to a customer based off of their contact reason

Drive efficiency in the field.

Salesforce Field Service

Quickly assess the impact of global or in-day optimization on travel time and resource utilization using real-time data. When refining your scheduling policy, get an instant view of optimization results and KPI changes.

A graph displaying that worker productivity is up 20% in Q1.

Respond to urgent work, emergencies, and more by controling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various workstreams, making it easy to manage and optimize your workforce based on factors like location, work type, and timeframe.

A window displaying dispatchers' schedules and travel paths.
A graph displaying that worker productivity is up 20% in Q1.
A window displaying dispatchers' schedules and travel paths.

Improve customer experiences with unified feedback data.

Feedback Management

Drive customer loyalty by capturing contextual feedback with personalized surveys. Quickly design and deploy branded surveys directly in Salesforce using preformatted question types and advanced branching logic to get to the heart of customer sentiment. Automatically deliver a survey after a service interaction across any channel — from email, chat, SMS, WhatsApp, and more.

A survey asking a customer to rate their experience between one and ten

Unlock meaningful insights by tracking CSAT and net promoter score across the different stages of the customer lifecycle. Trigger automated surveys at key moments when feedback is most valuable. Unify your feedback data with Salesforce data to derive actionable insights that can help you improve the customer experience.

A window displaying survey questions at different stages through a customer journey

Track relationships over time and analyze survey data in the context of your business. Benchmark success by following survey trends and response rates. Analyze metrics by channel or demographics to find actionable insights. Agents can even view their past survey results to track the progress.

a graph depicting customer net promoter score
A survey asking a customer to rate their experience between one and ten
A window displaying survey questions at different stages through a customer journey
a graph depicting customer net promoter score
Service Cloud guided tour showing agent console

Take a tour of the #1 AI CRM for service.

Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.

Join the #Serviceblazer movement.

Together, we're building the premier destination for service and field service professionals.

Learn new skills with free, guided learning on Trailhead.