Winter is COMING!!! The new Salesforce release is packed with amazing features. If you're a Salesforce enthusiast or already part of this vast ecosystem, grab a cup of coffee and read the blog to stay updated.
The forthcoming Salesforce Winter '25 release introduces substantial upgrades to their offerings. We’ll highlight some of the most thrilling updates in Service Cloud, particularly emphasizing Agentforce, where our proficiency in Generative AI enables us to deliver solutions that save our clients time and boost revenue growth. Many of our clients utilize Service Cloud and are eager about the new advancements, which are set to improve efficiency, personalization, and automation in their business workflows.
1. Agentforce for Service Cloud
Agentforce Service Agent:
The Agentforce Service Agent is an autonomous agent that supports your field service representatives by interacting with customers to resolve issues, answer inquiries, and complete various tasks. It functions across multiple channels, including in-app messaging, web chat, and will soon support voice interactions.
Trusted & Intelligent: It specifically sticks to the policies you’ve set, ensuring it only performs actions you approve. It operates with complete trust, and you can adjust those policies using natural language to achieve the exact result you want.
Easy Setup: Additionally, it's incredibly easy to set up. You can make use of your existing flows, Apex code, prompt templates, and more.
After receiving a question, Agentforce follows predefined natural language instructions. It prompts the customer to provide their email and order number before sharing any order details. Once the email is entered, Agentforce uses an action to accurately identify the specific order referenced.
Actions can be implemented using flows, prompt templates, Apex, and more. In this case, we’re using a flow that processes account records, identifies the relevant order on the account, and retrieves specific details for the provided order number.
Agentforce Service Planner:
Personalized Guidance: Agentforce Service Planner functions as an assistive AI, not an autonomous system. It works alongside human service representatives, providing a step-by-step guide to help them resolve cases, similar to other Agentforce products.
Policy Alignment: It’s built around a framework of specific topics and actions, ensuring full compliance with your internal policies.
Every Agent's an Expert: With Agentforce Service Planner, whether an agent is new or highly experienced, they deliver the same high-quality, efficient service.
Agentforce Service Planner will not be going generally available (GA) on October '24, but Salesforce will be entering a pilot phase instead.
2. Digital Engagement for Sellers
It is important not only for post-sales support when assisting customers with product usage but also for pre-sales support when helping them make a purchase. The improved solution will offer a seamless messaging experience across different cloud platforms.
Messaging with Omni (GA): Messaging has never been easier. You no longer have to create a messaging user and then assign it to a contact or a lead. There's no need to switch back and forth between Omni Channel and Sales Cloud. Instead, you can simply reach out to your customers directly from the Sales Cloud App.
Activity Timeline (Pilot): Be able to see messaging conversations on the active timeline to provide sales teams with a cohesive and comprehensive view of their sales engagement.
Sales Cadences (Pilot): Now you can even add those messaging conversations to the Sales Cadences, so you can encourage your sales reps to proactively create those messaging experiences with their customers.
To grant a user access to Omni Mobile via the Salesforce mobile app, assign them a Digital Engagement license. Ensure that the Omni Inbox is set to "Default On" in their user profile. Next, add the Omni Inbox to the app. Finally, instruct the user to download the Salesforce mobile app.
With the Winter '25 Release, the Salesforce mobile app now lets you receive work on the go. You can set your status, get assigned new routes, and manage tasks directly from your mobile device, no matter where you are.
3. Field Service
Data Capture:
Data capture offers a modern solution for mobile workers to easily collect and input information on-site. Many of our customers still rely on printed PDF forms for safety checks and visit documentation, but that's about to change.
With data capture, forms are dynamically rendered, showing only the necessary fields on mobile devices, making the process more efficient and user-friendly.
Additionally, data capture works offline, so even if the connection is lost during a visit, the form will automatically sync and upload once the connection is restored.
Admins can tailor Data Capture forms to meet their specific business requirements by using the Data Capture flow.
Dispatcher Agent (Agentforce):
Field Service is enhancing productivity with Agentforce Dispatch, a tool designed to make dispatchers significantly more efficient. Dispatch helps dispatchers focus only on the most relevant information at the right moment, simplifying their workflow.
The Dispatcher Agent seamlessly integrates into the flow of work, ensuring that the information you need is readily available without searching.
Additionally, Dispatcher Agent is built on the powerful Agentforce platform, bringing with it all of Agentforce’s advanced features, such as the Prompt Builder, Agent Builder, and Einstein Translator, along with many other innovations from the platform.
The Dispatcher Agent introduced out-of-the-box filters, enabling us to quickly identify critical appointments that need scheduling. With these filters, we can now access vital information in seconds, allowing to concentrate on optimizing operations efficiently.
Operations Home:
How do operations managers ensure customer satisfaction? It starts with delivering the best possible service, and that's where Operations Home comes in. With Operations Home, managers have access to comprehensive customer data all in one place.
They can track business performance, determine optimal fixed rates, monitor sustainability goals, and analyze many other key metrics—everything is available in a single dashboard.
Operations Home provides a centralized view of key metrics that showcase business performance. This feature allows users to apply customized filters to gather specific data, and once the filters are set, Operations Home automatically recalculates and updates the results.
Conclusion
These updates introduce a variety of new features and enhancements aimed at increasing efficiency, delivering deeper data insights, and enhancing the overall user experience. Whether you're a developer, admin, or sales representative, this release offers valuable tools for you. Stay ahead of the curve by exploring these features and integrating them into your Salesforce environment today.
More to explore:
SALES CLOUD: Salesforce Winter '25
ADMIN PREVIEW: Salesforce Winter '25
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