We are continuing to explore the new features and improvements of the Summer '24 release, which includes features aimed at boosting efficiency, simplifying workflows, and providing a more user-friendly experience. Let's look at some of the key highlights in this latest update.

1. Unified Knowledge (Data + AI + CRM)

Unified Knowledge consolidates all organizational knowledge within Salesforce. It enables customers to integrate knowledge from third-party systems and external websites. This unified knowledge base can be accessed across all customer touchpoints and search experiences, and it can be utilized to support Generative AI for Service products.

Seamlessly Unify & Surface: With Unified Knowledge, your teams can seamlessly unify and access all your organizational knowledge in one place through the Salesforce setup.

You can bring in third-party systems like YouTube, SharePoint, Google Drive and S3 bucket and even external websites.

The Unified Knowledge base is accessible across various platforms where knowledge is currently utilized. This includes messaging channels, generative AI products, the agent console, and the self-service portal.

A free trial of Unified Knowledge is available to all customers with a Knowledge License.

2. Einstein Email Summarizer

Agents and supervisors can now save time when reviewing cases with Einstein email summaries. These summaries provide a concise overview of email threads or individual emails, enabling agents and supervisors to take faster action when addressing a case.

Agent Experience: Within the agent experience, Salesforce now supports five new languages for mid-conversation summaries. It also allows for more customization when agents are looking to transfer using queues, flows, or profiles.

Messaging in App & Web: Now messaging in the app and on the web allows for secure forms. Customers can rest assured that their sensitive or confidential data is not seen by unwanted eyes.

3rd Party Messaging: Salesforce upgraded both SMS and Facebook Messenger to improve these communication channels.

Unified Conversations for What'sApp:  Whether your customers are receiving promotional content for Marketing Cloud or service messages all in one WhatsApp chat, they can respond in that same chat, reducing the amount of friction they experience. There's no need to create different chat messages or receive promotions from different numbers.

Customer contacts agent using What'sApp messages

Omni for Mobile: Agents are now permitted to use Omni on the go, particularly those who have hybrid roles and commute to and from the office for sales and service. This enables agents to respond more quickly and increase their customer satisfaction scores, all while remaining confidently within the Salesforce ecosystem.

Agent replays straight from CRM with the power of "Omni for Mobile"

Conclusion

Experience greater efficiency, more insightful data analysis, and an improved overall user experience with this update, which offers a range of new features and enhancements. Whether you're a developer, an admin, or a sales representative, there's something for everyone in this release. Keep ahead of the curve by exploring these new features and integrating them into your Salesforce environment today.

More to Explore:

ADMIN PREVIEW: Exciting new features from Salesforce Summer '24

SALES CLOUD: Exciting new features from Salesforce Summer '24