Story image

Salesforce Service Cloud goes next-gen with mobile apps & learning platform

31 Jul 17

Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform, as well as iOS and Android support to the mix.

Service Cloud is built upon Salesforce Lightning component-based framework, which means users can easily configure and set up Salesforce Cloud in one day.

Customers are now able to include Lightning-ready partner applications and Lightning Application Builder for Service to further empower and boost agent productivity.

The company has created a free interactive learning platform, called Trailhead, to help users deploy and customise Service Cloud.

The company developed Service Cloud to capture consumer demand for fast and personalised experiences through their preferred channels.

However, not all companies were not able to provide those experiences – in part because they have legacy systems that cannot adopt modern channels or improve them.

For smaller companies, it means they often have to make tradeoffs between immediate needs and those that can scale for future growth.

"Every company recognises the importance of providing good customer service. But for smaller companies, setting up a new contact center is often overwhelming and for bigger companies, they are often constrained by old, legacy systems," comments Rebecca Wettemann, VP, Research at Nucleus Research.

 "With today's announcement, Salesforce is making it much easier for companies all sizes to provide differentiated service,” she adds.

New ServiceCloud features include:

  • Service out-of-the-Box allows companies to build a modern customer service centre in one day.  Service Cloud features pre-built case management and a setup that is handed with clicks, not complex code.  Service admins are able to connect to social media channels and a customer community.
  • AppExchange and Lightning App Builder for Service Cloud is able to provide customer service teams with a simple way to customise and extend Service Cloud.
  • Lightning App Builder enables users to drag and drop Lightning Components, such as the knowledge sidebar, into Service Cloud. There are more than 75 partner apps on the AppExchange that can also work with Lightning, including IoT asset tracking from MapAnything Live and patient education from Healthwise.
  • Lightning Service Console is able to improve the speed and experience involved in case management.
    • Case Kanban shows a visual dashboard of cases and their places in queues
    • Community Agent 360 provides context surrounding a customer’s history, such as reading a community article or commenting
    • Federated Search allows for better record discovery across external sources like Dropbox and Confluence
    • Macro Builder allows agents to create reusable macros for customer service scenarios that occur frequently
    • Service Cloud is also available as a native mobile app for iOS and Android so that agents can personalise customer service anywhere, anytime.

 “Service Cloud is the market leader because of our unparalleled track record of innovation,” comments Mike Rosenbaum, EVP, CRM Apps at Salesforce.

“The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them—delivering truly differentiated service to their customers.”

Pricing and Availability

  • Service Out-of-the-Box, Lightning App Builder for Service, Lightning Service Console, Federated Search and Case Kanban view are generally available today at no additional cost with any edition of Service Cloud.
  • Community Agent 360 is available today in pilot at no additional cost with a Customer Community Cloud license.
  • Macro Builder is expected to GA in the second half of 2017 at no additional cost with any edition of Service Cloud.
  • Service Cloud Mobile app for iOS and Android is expected to pilot in the second half of 2017 at no additional cost with any edition of Service Cloud.
How blockchain will impact NZ’s economy
Distributed ledgers and blockchain are anticipated to provide a positive uplift to New Zealand’s economy.
25% of malicious emails still make it through to recipients
Popular email security programmes may fail to detect as much as 25% of all emails with malicious or dangerous attachments, a study from Mimecast says.
Human value must be put back in marketing - report
“Digital is now so widely adopted that its novelty has worn off. In their attempt to declutter, people are being more selective about which products and services they incorporate into their daily lives."
Wine firm uses AR to tell its story right on the bottle
A Central Otago wine company is using augmented reality (AR) and a ‘digital first’ strategy to change the way it builds its brand and engages with customers.
DigiCert conquers Google's distrust of Symantec certs
“This could have been an extremely disruptive event to online commerce," comments DigiCert CEO John Merrill. 
Protecting organisations against internal fraud
Most companies tend to take a basic approach that focuses on numbers and compliance, without much room for grey areas or negotiation.
Telesmart to deliver Cloud Calling for Microsoft Teams
The integration will allow Telesmart’s Cloud Calling for Microsoft Teams to natively enable external voice connectivity from within Teams collaborative workflow environment.
Jade Software & Ambit take chatbots to next level of AI
“Conversation Agents present a huge opportunity to increase customer and employee engagement in a cost-effective manner."