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The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with the necessary knowledge and soft skills, Salesforce also just launched Trailblazers for the Future , a program that is targeted towards increasing the soft skills of service managers and service agents. Einstein now is delivering reply suggestions as well as article suggestions to inquiries that the service representative can easily use to reply to questions. At the same time Einstein suggests so called next best actions that are designed to help increase satisfaction and unearth cross- and upsell opportunities. Additionally, Einstein now optimizes case routing leveraging machine-learning processes on the inquiry to find the ideal queue for processing it. Additionally, Salesforce embedded the collaboration tool Q...

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017 . This release comes with three major enhancements to the Service Cloud: ·       Einstein Bots for Service ·       Lightning Flow for Service ·       Einstein Next Best Action Einstein Bots for Service is providing the ability to easily configure chat bots that enable instant response to customers and a seamless handoff to customer service agents. Lightning Flow for Service gives companies the ability to automate processes with contextual, step-by-step guidance for fulfilling requests and resolving issues, using a graphical interface. Einstein Next Best Action is delivering intelligent recommendations and offers on any channel to increase customer satisfaction. While Einstein Bots for Service and ...