The solution aims to provide a unified workspace for remote employees, integrating the data, systems and training programs they need to improve buyer engagement. It leverages Salesforce’s AI to predict customer service demand, allowing remote employees to tailor their customer service to the buyer’s needs and preferences.
Service Cloud Workforce Engagement’s capabilities include:
- Service Forecast for Customer 360, which uses Salesforce intent data to help service leaders and employees organize and prioritize buyer requests in real-time across all channels;
- Omnichannel Capacity Planning that enables service leaders to assign remote employees to specific cases based on their skills and availability; and
- A Personalized Agent Engagement tool that provides real-time coaching and on-demand training for remote employees directly from the Trailhead learning platform.
“Delivering service is more complex than ever with agents working from anywhere and volumes of customer support requests spiking,” said Bill Patterson, EVP and General Manager, CRM Applications at Salesforce. “With Service Cloud Workforce Engagement, Salesforce will arm the contact center with a connected solution — all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring.”