Salesforce Introduces New Version Of Service Cloud

Published: April 21, 2021

Salesforce unveiled a new version of its Service Cloud product – Service Cloud 360. The revamped solution aims to help customer service teams deliver personalized digital engagement and manage customer requests while working from home.

Service Cloud 360 is designed to help customer service leaders and agents deliver customer experiences that drive higher engagement and close deals, modernizing contact centers to overhaul customer service operations. The new features include:

  • Service Cloud Voice, which provides service agents with a unified view of their phone, digital channel and CRM data to enable personalized customer experiences;
  • Service Cloud Workforce Engagement, a solution that leverages phone, email, text and other social channels to help team leaders;
  • Pre-built Einstein Bots, chatbotsthat allow customers to resolve common questions and issues and connect to service agents for more complex problems; and
  • A Visual Remote Assistant that allows service teams to address customer requests via video connection from anywhere in real-time.

“We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment,” said Clara Shih, CEO of Service Cloud, Salesforce, in a statement. “While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.”

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