As you all know, the Summer’20 release is coming up soon after having been delayed due to COVID-19 and for this release I wanted to draw attention to the updates concerning Salesforce Service Cloud. According to PwC’s report on the Future of CX (Customer Experience), 80% of customers consider speed and convenience most important for good service.

Good and speedy service is the key to customer relationship management and it is a crucial to adapt to the needs and demand. And that is particularly  true in times of crisis. In this regard, Salesforce CRM offers features that no other CRM applications have with the Service Cloud. Salesforce Service Cloud is a powerful platform of tools, processes, and features to help you help your customers, which includes features like:

  • Lightning Console,
  • Case management tools,
  • Entitlement management,
  • Case email, Case routing,
  • Lightning Knowledge,
  • Automation tools,
  • Analytics

In one sentence Salesforce Service Cloud helps you in “Knowing more about customers than customers may actually know”.

Now we all know that the release notes can be long and tedious to get through. So this is why I have put together for you a summary of the best to look forward to for the Service Cloud Summer’20 release. From one trailblazer to another ? 


Routing: Determine Agent Capacity Based on Work Item Status (Generally Available)

Prioritizing and organizing service request is a hassle? Omni-Channel Routing is to-the-rescue! No longer will customers call in and cross their fingers that they get through to an agent to help them. The Service Cloud Omni-Channel features that help you achieve this. When agents are ready to start their day, they simply make themselves available and can see highest priority cases in the console. 

The current tab-based capacity model releases an agent’s capacity when a work tab is closed in the service console. With the new status-based capacity model, work remains assigned and applied to an agent’s capacity until the work is completed or reassigned to a different agent. Omni-Channel can now determine agent capacity based on the status of accepted work rather than the previous method of opening tabs. 


Service Cloud’s Voice: Intelligent Telephony Inside the Service Console 

The rise of digital engagement has led customers to use an average of 10 different channels to contact companies. But despite this, 93% still prefer to call for help. Salesforce has understood this and is launching Voice. Service Cloud Voice* is a brand-new product that natively integrates intelligent telephony into Salesforce for a seamless agent experience.

Always one call away

Sometimes it’s just easier to talk to someone on the phone and speak to a service agent who can quickly solve your problem. Agents can now talk with customers using an intuitive softphone, which:

  • Makes use of Amazon Connect,
  • Includes real-time call transcription.

Bringing the calls together with the other channels in the Service Cloud console

In addition to allowing for more efficient management of support calls, Voice integrates calls and your digital channels together. Voice makes it easier for agents to answer and make calls, track customer information, and resolve customer issues—all within the Service Console. This way, your support agents can help customers at the right time using the channel that customers prefer.

Just like other channels, Service Cloud Voice appears in the Service Console so that agents have a 360-degree view of each customer and their requests. The console is a virtual help desk that lets anyone on your service team, or anyone at your company, see a personalized view of each customer and their case, alongside any digital conversations. And that positions everyone to deliver a better customer experience.

Service agents use Service Cloud Voice to capture customer information from voice calls and other digital channels added to the console (such as email, chatbots, web chat, social media, online communities, SMS messaging, and more!). Agents use this data to answer customers’ questions and deliver great customer experiences, no matter where the customers are.


The combination of the console and Voice gives agents a brand-new experience that has never been available before—bringing together telephony, digital conversations, and customer relationship management (CRM) data all in one place, making customer engagement seamlessly successful.



When your customers are happy, you’re happy!


*Service Cloud Voice is available for an additional cost as an add-on license.


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