The Salesforce Summer ’20 Release is set to be globally available on July 20, 2020. We’ve pulled together some resources and some thoughts about some upcoming features that we’d like to share about the upcoming, Service-related features that we’re excited about.
Service Cloud Voice
This native integration with telephony channels is available within the Service Cloud. Agents can use this channel to now accept an interaction. Features include:
- Real-time call transcripts
- Connect workflows and actions to conversations
- Deeper integration with the Service console to improve agent efficiency
Einstein Reply Recommendations
Using the Einstein AI, your agents can re-use replies that have been used in other interactions to expedite service requests. The AI uses a deep learning model to analyze prior responses and serve up recommended responses to agents based on a list of your approved response templates.
Field Service Lightning: Deep Link Actions
For your mobile workforce, they can now access the Field Service mobile app through deep linking. This reduces the number of taps needed to launch an action or flow.
Additional Resources about Salesforce Summer ’20 Release
Watch Videos: Salesforce Release Demos on YouTube
Checklist: Get Ready for the Summer ’20 Release
Read: Summer ’20 Release Notes
Are you ready for the Summer ’20 Release?
Here at Oceanforce Solutions, we’re diving deep into the new features in the upcoming release and want to help you leverage them to their maximum benefit. Schedule an appointment with us to discuss the upcoming release and build your action plan.