Salesforce Introduces Service Cloud Workforce Engagement

Today at its Dreamforce digital conference, Salesforce introduced Service Cloud Workforce Engagement, a dynamic workforce planning product that will help service leaders organize their workforces from anywhere and distribute the right work to the right agents based on skills and service channels.

"Delivering service is more complex than ever with agents working from anywhere and volumes of customer support requests spiking," said Bill Patterson, executive vice president and general manager of CRM applications at Salesforce, in a statement. "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."

Service Cloud Workforce Engagement will use artificial intelligence to predict customer service demand, enabling companies to staff the right agents, with the right skills, at the right time. With Service Cloud Workforce Engagement, agents will have a single workspace that integrates all of the data, systems, and coaching they need to deliver personalized service and resolve issues quickly.

Service Cloud Workforce Engagement includes the following capabilities:

  • Service Forecast for Customer 360, whichv uses AI based on data from the Salesforce platform and integrated third-party tools to help service leaders organize their workforces and predict how many requests will come into the contact center in real time across digital channels and regions. Service leaders will also be able to adjust in real time to account for unplanned events, like an influx in calls in response to a social media influencer promotion.
  • Omnichannel Capacity Planning, which enables service leaders to balance staffing needs across digital channels, including phone, email, web chat, text, and social channels, by assigning the right agents at the right time based on their skills and availability.
  • Personalized Agent Engagement, which provides real-time coaching and on-demand training from anywhere by integrating myTrailhead, Salesforce's online learning platform, directly into the Service Console. Companies can onboard and continually train agents by delivering bite-size, guided learning paths directly in the agent's workspace during their shifts.