July 3, 2020

Salesforce’s Summer ‘20 release is a big one, as the company aims to make our lives as Salesforce users so much easier especially during these changing times. Salesforce has so much to offer on this release for Service Cloud users, so here’s a roundup of the most interesting updates for us! Read on below.


Einstein Reply Recommendations

Salesforce Einstein is really stepping it up every release, and now Service Cloud users can get recommended chat replies based on similar closed chats to busy support agents! Einstein Reply Recommendations analyses data from chat transcripts to generate replies that address your customers’ inquiries. As agents chat with customers, they can select the most relevant reply from a list of recommended replies in the Lightning Service Console.

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Multi-Language Article Recommendations

Einstein Article Recommendations uses data from past cases to identify knowledge articles that are most likely to help your agents address customer inquiries, and another cool update to Einstein is that users can receive knowledge article recommendations in five new languages: French, German, Spanish, Portuguese, and Italian, in addition to English.

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To sign up for this pilot, contact your Salesforce Account Executive. Make sure that you have the following data in at least one of the six supported languages:

  • 100 knowledge articles
  • 500 instances of an article attached to a case, also called an “attach”

Einstein Bot Enhancements

Service Cloud users can build smarter bots in less time thanks to these new upgrades. First, users can now train bots to speak to customers in the following languages: English, Spanish, French, German, Italian, Portuguese, while the following languages are in beta: Chinese Simplified, Chinese Traditional, Japanese.

Users can also expand their audience with Facebook Messenger as it is now generally available as a channel for Einstein Bots! How? Just set up Facebook pages in Messaging before you can add them to any bot. After you add the page, navigate to the Overview Page in the Bot Builder. Click Add in the Channel menu, and then select Facebook as the Channel and the Channel Name in the Deployment field.

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Enhanced Shift Management

Managing shifts in the schedule view is now easier than ever. Shifts that span multiple days have a new look, so it’s easier to identify availability, users can more quickly search for shifts, then hover over one to make updates using the available actions. And, your team can change what they see by choosing fields and ordering them in the list view.

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Optimization Insights

Salesforce has also added a beta feature called Optimization Insights to allow Service Cloud users to learn at a glance how global optimization affects their KPIs. When you tweak a scheduling policy and optimize the schedule, you can see if the change lowers travel times or improves utilization. You can see the metrics before and after the optimization in a results snapshot.

Our team is ready to explore these new features and be able to share them with our clients! Check out the full release notes for Service Cloud and discover even more enhancements to the platform.

Let us know what you think about the new updates! Send us a message on Facebook or contact us.