AI automates service jobs in Salesforce Service Cloud
It’s been ten years since Marc Benioff declared at an all-hands meeting that Salesforce would become an “AI-first” CRM. Fast-forward to Dreamforce 2023 and the aftermath of the Chat GPT revolution, and we have seen an AI boom begin in our Salesforce.
While almost every aspect of our favourite CRM is set to receive an AI boost, Service Cloud has gotten one of the biggest upgrades in town. In this article, we check out what Salesforce Service Cloud does and how it is transformed into a smart, Einstein-driven customer support platform. If you work in service, manage agents, or are looking for a robust tool to improve customer support, then read on!
What is Salesforce Service Cloud AI?
This Salesforce Service Cloud overview primarily looks at how AI is propelling service performance to new heights. But before we get going, what is Service Cloud? Service Cloud empowers service teams to deliver more efficient and better quality support to enhance customer experience and streamline agents' tasks. Service Cloud was launched way back in 2009, making it a fairly established product. In the 15 or so years since it was launched, Service Cloud has undergone huge improvements and innovations. And while this Salesforce Cloud has long been renowned for implementing seamless automation to improve case management and support calls, it is AI that has taken it to the next level.
Automated Salesforce Service Cloud Features
As of the time of writing (November 2024), Service Cloud has some pretty amazing AI-driven features. If you can field the price of Salesforce Service Cloud (USD 165 per user per month for the Enterprise edition and an additional USD 75 per user per month for Einstein, plus some consumption-based extras), then you get a lot of bang for your buck. This product doesn’t come cheap, but if you can make the investment, it can save your agents hours and hours every week and overhaul customer support processes.
Salesforce Service Cloud Digital Engagement
Salesforce Service Cloud capabilities can exponentially enhance customer service. Via Einstein AI, agents can get personalized insight into every customer, tailored recommendations, access to Knowledge Base articles, and a full history of past cases. AI is there to help agents with pre-prepared responses on a customer’s preferred channel. Whether it be SMS or Whatsapp, agents can share AI-generated, customer-specific replies in a few simple clicks. Customers receive the personalized responses they need, and cases get solved faster. Check out some incredible capabilities of the new and improved AI-powered Service Cloud below.
Service Cloud Voice
Service Cloud’s voice feature enables agents to make calls and respond to customer queries by embedding phones into your support channels. Agents can also access transcripts of calls in real-time and compare them against Salesforce data to get a 360-degree view of customers. AI provides recommendations based on Voice data so that agents can give customers the best possible experience and deliver what they need most. Service Cloud Voice is an add-on that needs to be purchased separately, so if you run a call center or think you can benefit from it, be careful to incorporate this into your budget.
Salesforce Service Cloud Einstein Bots
Einstein also gives you the ability to build your own bots for customer service. These bots can streamline everyday tasks, such as answering frequently asked questions and engaging with customers. Einstein bots have the potential to be multilingual and leverage natural language understanding (NLU) and named entity recognition (NER) to pick up on specific languages, number formats, currency, and much more. Einstein Bots’API empowers your business to deploy bots on a channel of your choosing or through your own client. Bots can help free up your agents to do high-value work, save big on manual and repetitive tasks, and speed up case resolution.
Omni-Channel Routing
Service Cloud’s Omni-Channel Routing capabilities mean that the right case always ends up in the right hands (human or otherwise!). AI automatically sends customer queries and cases to the best-equipped agent. For example, bots may be sent routine questions and issues whereas the most highly skilled agents will be assigned more challenging matters.
Chats can be routed based on a range of custom criteria such as availability, designation, specializations, and more. The result is that cases are closed more efficiently and by the right representatives. Crucially, this routing can happen across any channel of your choice.
Salesforce Service Cloud Workforce Management
Service Cloud’s AI capabilities enhance workforce management. With the help of bots as well as automated workflows, skilled agents need never be wasted on routine or manual tasks ever again. Agents' lives are also far easier because they can access customer preferences and history in a few simple clicks and be prompted to give only the most accurate recommendations. The result is that service agents are happier and more gainfully employed.
Wrapping Up AI for Salesforce Service Cloud
And that’s a wrap! We hope you learned more about Salesforce Service Cloud and how it can take the performance of your agents as well as customer experience to new levels of success. While Service Cloud has many pros, it does come with a price tag, and many of its most powerful add-ons come at an additional cost. Furthermore, if you want to connect Service Cloud to existing workflows, forms, documentation, or apps, there is a chance that you will have to invest time and money in custom coding. Even so, this is an exciting product, and with all data protected by the Einstein Trust Layer, your agents will be able to pull on information they can truly rely on!
This blog post was created in collaboration with Titan.
