Salesforce Adds Automation to Service Cloud

Salesforce today ahead of its annual Dreamforce user conference in San Francisco next week introduced several Customer 360 innovations, including several related to its Service Cloud, that provide automation and intelligence to drive growth and deliver personalized customer experiences at scale.

With these innovations, customers calling into a contact center can get their requests solved instantly with AI-powere bots or routed to the appropriate channel based on their activity on company websites.

The Service Cloud innovations include the following:

  • With Service Cloud's Contact Center solution, organizations can benefit from real-time data to deliver proactive, personalized service across any channel, at scale. Contact centers can improve agent productivity and efficiency with a unified agent desktop across all channels and AI powered recommendations.
  • Pre-built experiences for service enable companies to increase productivity and cost savings through automation.
  • The Service Catalog empowers companies to automate frequent service requests, like refunds or subscription plan changes.
  • Flow Automation Packs provide capabilities for automating tasks like managing incident tickets and customer onboarding.

"In times of uncertainty, it's critical for companies to focus on greater intelligence and efficiency while staying flexible and resilient to external pressures and changes in customer expectations," said David Schmaier, president and chief product officer of Salesforce, in a statement. "With Salesforce Customer 360, businesses can automate to save time and money so they can spend their valuable resources on what matters: driving intelligent and personalized customer and employee experiences."