Smarter Support Starts Here: Agentforce and the AI-Powered Service Cloud
TLDR/key takeaways: There are 3 major developments in the Salesforce Summer ‘25 release for Service Cloud: Agentforce now creates a more efficient and effective agent environment by unifying disparate systems for service teams. The Service Assistant reduces service rep ramp-time and improves consistency by providing real-time, AI-powered guidance. New Agentforce for Service enhancements enable proactive […]
Contact Center Performance: 6 Service Metrics That Matter
How do today’s contact centers measure success? It’s more than just answering the phone, responding to a chat, or replying to emails. Success is about providing excellent customer service efficiently. To do that, customer service leadership tracks key metrics that show how well the contact center is performing. Think of these metrics as vital signs […]
5 Salesforce Service Cloud Tools Transforming Contact Centers
Think of a contact center as a busy intersection of businesses and individuals looking for help and agents (ideally) providing best-in-class support. Information is constantly flowing, with agents directing traffic, ensuring every customer gets the right information to get where they need to go. Salesforce Service Cloud is a powerful platform that provides the tools […]
From Rotary Phones to AI: The Contact Center’s Tech-Driven Evolution
Who remembers rotary phones? Imagine trying to run a busy customer service line with those old things! Thankfully, contact centers have come a long way since then. They have evolved from simple rooms with phones to sophisticated hubs of communication, all thanks to advancements in technology. Let’s take a quick trip down memory lane to […]
How to Leverage AI for Customer Retention and Avoid Unnecessary Attrition
Customer churn is one of the most costly business challenges — and often one of the hardest to solve. Adding predictive and generative AI technologies can make an immediate impact on retention numbers. And, when implemented strategically, these tools have the potential to completely transform the way customer service and support teams operate. Researchers at […]
Getting Started with Salesforce Service Intelligence
With live chat, virtual assistants, email support, self-service portals, community forums, and more, great customer service looks different than it once did. Providing intuitive, accessible, and personalized support is crucial in every industry today and businesses have to adapt to keep pace with changing expectations. With Salesforce Service Intelligence, customer service teams can tap into […]
A Great Service Cloud Implementation Begins With a Great Customer Experience Strategy
There is no doubt that Salesforce’s Service Cloud offers many great features. In Gartner’s famous magic quadrant analysis, Service Cloud is way up and to the right. That means by Gartner’s analysis, Service Cloud has the most complete vision along with the ability to execute that vision in the industry, and it’s not even close. […]
Salesforce Service Cloud: Features That Make It a Game Changer
Salesforce has moved mountains in terms of advancing the customer service experience. They offer a wide variety of services that can help businesses increase productivity and provide the best service for their customers. Of course, it’s impossible to cover all the wonderful services that are available in Salesforce in one post, so for now we’ll […]