Salesforce October 14 Release: Execute Powerful Case Resolution with These 5 Service Cloud Features
Salesforce has unveiled its Winter ’20 Release plan, with updates scheduled to roll out globally from October 14, 2019. AI is both the highlight and the driving force of Service Cloud’s advanced new features, as Einstein is enabling you to handle cases faster and better with the power of AI.
Smarter case assignments, bot-powered knowledge articles and omni-channel customer support are some of the exciting features to look out for.
1. Einstein Case Routing: Use AI Prediction to Reduce Errors with Right People Looking After Right Cases
Save time and deliver excellent results with more control over the accuracy and speed of case handling. By having the right agents look after the right cases, you can reduce errors while speeding up the process. With Einstein’s AI prediction feature, you can automatically apply predicted values to custom fields in cases, making it easier for your agents.
2. Improve Field Service Appointments with Smarter Resource Scheduling
Facilitate faster, smarter workflow by assigning tasks to the ideal project service resource. Through the Extended Match Work Rules, you can schedule service appointments to your resources based on territory, skill level, and more. For e.g. if your agent working remotely supports a specific post code, you can assign tasks convenient to them within their area.
With the new Mobile Time Sheets feature, workers can also easily log their working hours on their mobile devices and view the status of their entries at any time.
Moreover, the Health Check functionality identifies problem areas in your Field Service configuration and provides on-the-spot recommendations about best practices.
3. Deliver Fast, Accurate Answers to Customers with Easy-to-Access Knowledge Articles
Answer customers’ queries in a flash with the ease of search and access to knowledge articles. You can also share articles across chat, messaging, and social posts for greater reach.
Find all the articles – drafts, archived, or published ones – conveniently in one place with list views option. You can use the rich text editor to full advantage in creating visually appealing content that’s relevant to the customer with added HTML style choices.
4. Deploy NLP-powered Einstein Bots to Better Understand and Resolve Customer Inquiries
With a single click, you can receive knowledge articles most likely to address customer questions. Understand and quickly resolve customer cases using recommended knowledge articles right at your fingertips. Einstein bots, now integrated with Natural Language Processors (NLPs), have become smarter in terms of understanding customer sentiments and queries.
5. Provide Excellent Support and Experience through Advanced Email, Chat, and Messaging
Improvements in Chat, Messaging, and Email will help you increase the productivity of your agents. Enjoy a much more responsive emailing experience with collapsible email threads, interactive templates, and easy access to contact lookup.
Offer better availability and flexibility for the customer accessing your customer service through multiple channel support. You can now start customer conversations via newly added WeChat and WhatsApp support and right away from contact detail pages as well.
Salesforce Service Cloud enables you to increase customer satisfaction across multiple channels and empowers your business with a 360-degree view of every customer. To meet your goals, Salesforce and SeeLogic can equip your business with the right tools and technology. As our customers’ most trusted advisor it is our vision and mission to offer unbiased advice best suited for your business. Give us a call today at 01296 328 689 for a no-obligation consultation. Or email us at email@example.com.
you might also like
Close Deals Faster and Grow your Business with Salesforce October 14 Release!
Salesforce has decided it’s time for the Winter ’20 version, globally available on October 14, 2019. As a Salesforce user, you can drive customer engagement, track customer information, make insightful decisions, and deliver exceptional experience.
Let’s have a look at some of the new Salesforce October 14 Updates features to bring your company and customers together:
1. Get Incredible Mobile Experience with New Mobile-App
Sales teams will love this modern UI and improved user experience navigation! This major update means that all information in the Salesforce environment can now be accessed even more easily via mobile. Reduce training time and delight users across devices no matter how or where they work.
2. Connect with Customers via WeChat and WhatsApp
Let customers communicate with support agents using WhatsApp and WeChat. Winter ’20 brings in the much-awaited ability to integrate service console with WeChat and WhatsApp, bringing even more power to customer service agents allowing them to get in touch with customers and track conversations.
3. Improve Sales Process & Deliver Uniform Sales Experience
Sales representatives now have everything they need to sell faster all in one screen. From following up on leads and assessing companies to identifying key contacts and more, Salesforce has it covered. Your sales managers can now see customer engagement along with the performance of the sales team.
Sales managers can create sales cadences- sales process steps-depending on the results of a call with prospects. For instance, for each step in the sales process you can see the number of calls made, emails sent, and emails opened.
4. Find a Time That Works for Everyone!
Your Sales team will love the calendar availability view as they can start scheduling business even faster. View, create, and edit events in a day, week, or month. You can also see any calendars shared by your colleagues. Sales personnel can easily scan who’s free to make a client pitch or host a lunch. See event details faster as everything you want is here at a glance!
5. Personalise your Search and Get Instant Reports
Can’t find a report or don’t have time to create one? Get instant access to important data by turning your search terms into record filters with conversational search. Just enter search terms the way you start a conversation. For example, enter “my closed cases this month” to see a list of your recent cases with a closed status.
Get search results based on what’s important to you- geographical locations, product areas, industries and people- with search personalisation.
6. Integration with Gmail Just Gets Better- Email Improvements
Boost customer engagement by automating and personalising your email marketing at scale. Sales teams now get reminders to log emails from Gmail to salesforce, schedule emails to send later and track emails- thus giving sales team flexibility and control over their workflow.
7. Save Paper with Printable View for Lists
You don’t need to print your entire screen just to make a hard copy of your list. Generate a simple, summarized, ink-saving view of your lists and related lists with Printable View.
8. Automate Customer Feedback with Salesforce Surveys
Win more customers by getting to know their needs and concerns. Customer surveys can be sent out automatically. For example, you can easily conduct surveys to gather data on your products, promotions, or overall customer experience.
9. Access the Recycle Bin in Lightning Experience
Easily see deleted items in the Recycle Bin in Salesforce Lightning, which can be very useful if you accidentally remove an item. You no longer need to switch to previous version- Salesforce Classic- to access the Recycle Bin.
Keep up to date with the latest Salesforce October 14 updates by reading our other blogs. The coming Salesforce update will turn on Lightning Experience for all businesses that haven’t done so yet!
Want to check out everything Salesforce offers? Contact us today for a no-obligation consultation on 01296 328 689. Or email us at firstname.lastname@example.org
you might also like
10 New Salesforce Features to Take Control of Your Data, Activities, and Events
Salesforce, one of the leading CRM platforms, has announced enhancements in usability, functionality, and productivity in its Summer ‘19 release.
In this blog, we will talk about key improvements in – email experience, event list views, search result relevancy – and addition of activity sharing, virtual confetti celebrations, and customisable schedules.
Here are our 10 favourite new Salesforce Summer 19 release features you can use to scale your business, boost productivity, and elevate customer satisfaction.
1. Take Charge of Organisational Activities with Einstein Activity Capture
Users want more control over sharing and with the new Einstein Activity Capture, you are always in charge. It gives you a clearer picture of all your activities and lets you share activities with colleagues. It also provides deep and authentic insights at a blazing fast speed.
2. Never Miss Out on Important Events with Event List Views
It’s important to keep track of important events, agendas and make actionable plans. The new event list views option in Quick Actions saves you from relentlessly digging through your calendar. It provides at a quick glance, all your upcoming events and helps you be organised and on top of everything.
3. Capitalise on Your Data with Improved Dashboard
New dashboards will enable you to better use your data. You can classify data and narrow your preferences quickly with powerful data classification, for example, sorting data both by type and stage. This is then summarised and presented in easy to use dashboards.
4. Automate and Manage Team Workloads with Product Schedules
Product schedules will help you immensely in streamlining sales processes. You can automate tasks and manage workloads with customisable product schedules. This feature also significantly improves tracking and forecasting.
5. Take Your Email Experience to the Next Level
Sales teams will love this feature. Salesforce has enhanced the Lightning Email experience with attractive templates to take your messaging to the next level. The advanced email composer gets a lot of handy features, like adding images directly from your computer or URL.
6. Massive Step Ahead with the User Search Results
The search feature in Salesforce is more relevant and personalised. Salesforce has also made search faster, stressing that search affects how you navigate in the Lightning Experience.
7. Setup and Manage Built-In Sales Quotas with a Few Clicks
You can easily view and manage your sales quotas, without using Data Loader or API separately. After Summer 19 update, Quotas in Collaborative Forecasts are built right into the Setup area so that you can always keep track of your quota data.
8. View Options in Salesforce
Existing customers can now switch smoothly from Salesforce classic to Lightning page layouts. Enabling the full view option will give your customers the look and feel of the old classic view, while still using features of the new Lightning experience. Salesforce will likely switch to Lightning after October 2019, so it’s good to stay prepared.
9. Customise Wisely with Enhanced Related Lists
With the new enhanced Related Lists feature, you have more control over your record lists. You can choose to see all your records in one place or customise how many show up in the lists. You can display, resize and sort up to 10 columns and perform several mass actions.
10. Virtually Celebrate Sales Milestones with Your Team
Salesforce has added virtual confetti to its platform for milestone celebrations. Confetti celebrations might be common at your wonderful office. Your hard-working team members can now celebrate the completion of an opportunity in Salesforce. Isn’t this a nice, fun addition to instil a sense of accomplishment in your team members?
While a few updates announced in the Salesforce ’19 Summer Release have rolled out, others will take time to come into effect. We will be compiling more similar blogs on other modules of Salesforce too. If you want to know more about how you can use these features for your business, contact us for a no-obligation consultation on 01296 328 689. Or email us at email@example.com.
Cloud vs on-premises – Should you stay or should you go?
If your company relies on an on-premises solution and is cautious about moving to the cloud then you are not alone. Many CIOs are concerned with security and complexity when it comes to migrating data to cloud services. There are many considerations when comparing cloud vs on-premises CRM solutions.
In this whitepaper “Should I stay or should I go?” we take a look at the main concerns that businesses have voiced, together with how these concerns are being addressed by the big SaaS and IaaS suppliers.
We compare the benefits and concerns of cloud vs on-premises options and look at future direction of service providers. In addition, we provide breakdown and comparison of the major cloud security features of Microsoft, Salesforce and Infor.
- A review of leading concerns raised by CIOs when considering cloud vs on-premises solutions
- A review of security threats and instances for cloud and on-premises environments
- A look at new hybrid solutions
- Comparison of cloud security featuresTo read the full article click here: Should you stay or should you go?
If you are considering updating your on-premises services and would like further advice or support, please contact us.
you might also like
IBM and Salesforce announce new partnership
Video of IBM & Salesforce agreement from Salesforce YouTube channel posted 21st March 2017
IBM and Salesforce announce new partnership!
IBM and Salesforce recently announced a new partnership that will be a landmark agreement. It will bring huge benefits to customers with smarter data insights that scale. The partnership sees the two technology leaders bring together their AI solutions. With Salesforce Einstein and IBM Watson working together, customers will be able to get smarter, faster decisions across sales, service, marketing, commerce, and more.
You can find out more by watching the video below or visiting here. The technology leaders claim that together, Watson and Einstein will ingest, reason over and derive recommendations to accelerate decision making and drive greater customer success.
Comments on the partnership
Ginni Rometty, chairman, president and chief executive officer, IBM, commented: “Within a few years, every major decision—personal or business—will be made with the help of AI and cognitive technologies.” He continues “This year we expect Watson will touch one billion people—through everything from oncology and retail to tax preparation and cars. Now, with today’s announcement, the power of Watson will serve the millions of Salesforce and Einstein customers and developers to provide an unprecedented understanding of customers.”
Marc Benioff, chairman and CEO, Salesforce, commented: “The combination of Einstein and Watson will make businesses smarter and our customers more successful.” he continues: “I’m thrilled to form an alliance with IBM—no company’s core values are as close to Salesforce’s as IBM’s. It’s the best of both worlds.”
Initial features of the partnership
Initial features of the partnership will include:
- Predictive Insights through integration of Salesforce Einstein and IBM Watson
- IBM Weather Insights for Salesforce
- IBM Application Integration Suite for Salesforce
- Bluewolf Dedicated Consulting Services and Expertise for Cognitive Solutions
If you are considering a new CRM or Marketing Automation platform and are interested in having a demo of Salesforce or IBM Marketing Cloud, please contact us.
you might also like
Integrated Live: Marketing conference 16 & 17 November
Integrated Live: 16th & 17th November, London, formerly known as The Digital Marketing Show.
I have been to a good run of conferences recently, from FELTAG to Future Decoded to Integrated Live. I thought I’d give a quick overview of Integrated Live.
The agenda was packed with sessions with seven theatres and sessions running every half an hour from 10:30. There was content on all aspects of marketing from AdWords to VR. Most were full, so my top tip is decide on the key sessions you want to attend and go early. There were some illustrious speakers from Mark Wright (The Apprentice 2014 winner) to Lord Bilimoria.
There were at least three sessions on Digital Transformation, sadly I could not make it to all. I thoroughly enjoyed Paul Stevenson, Head of Enterprise Marketing Services at O2 UK, talk regarding “Digital Transformation within Business Marketing”. Paul talked about the 4 Ps of transformational change which are: People, Process, Priorities and Platform. O2 UK now use Salesforce CRM together with Eloqua for marketing automation as their combined platforms of choice. At SeeLogic we provide impartial advice on both systems, so it was great to hear Paul’s take on them.
I joined one session regarding content to find that there had been a last minute change and a new session brought in on shoppable video. It turned out to be an informative session, as I was not previosuly aware how far interactive video has come. Viewers can make real time decisions about choices characters make in film. They can also can change elements within music videos and hit images within film that immediately connects to an eCommerce platform if a viewer sees a product or item they like. For more information visit Smartzer
There were a number of talks on augmented and virtual reality. The consensus was that VR will be a fantastic tool for marketers in the future however it is not yet an easily accessible option. One talk showed how augmented reality like Pokemon Go had huge popularity but a very short shelf life. Ran Berger of Flat Rock Technology explained that a major challenge will be creating “stickability” with consumers amongst so many new options.
There was a great case study given about John Lewis who have used HoloLens to bring Buster’s Garden to life. Buster being the bulldog star of the 2016 John Lewis Christmas advert campaign. I have to admit as Bond Street was on the way back between ExCel centre and Marylebone, I did pop into their flag ship store. I visited the VR garden but stopped short of joining the queue to have a go. Impressive stuff nonetheless.
This has been a very short precis of a many, many interesting sessions. You can view highlights of the day from #IntegratedLive and of course, follow directly @IntegratedLDN. The conference is free to register, so definitely one to remember.
My final tip would be take a large bag as there were so many goodie bags and giveaways at each stand.
In conclusion, it was a fantastic two days and great to bump into some familiar faces. Perhaps I’ll see you there next year?
you might also like
Customer Trail Blazer
How to become a customer trail blazer
In this video first published on 6th October, Marc Benioff and other industry giants talk about the future of customer engagement. A key feature of the talk was Salesforce’s new AI suite Einstein which will change how employees in all areas of business will engage with customers. Marc also discusses the cloud, IOT and mobility. The video is taken from the Salesforce main keynote at the 2016 Salesforce Summit.
If you’d like to find out how Salesforce can help your business grow, please contact us.