Service: Einstein Bots, Lightning Guided Engagement, and Field Service in Lightning Communities

Ease your team’s workload by building Einstein Bots to deflect routine cases like password requests. Use Lightning Guided Engagement to guide your agents through multi-step actions, like call scripts, with an ordered list of flows right inside the console. You can even use Lightning Guided Engagement with Live Agent chats. Take advantage of robust field service features like Snap-ins Appointment Management (beta), full Lightning community support, and an optimization tool to handle schedule disruptions. Enjoy more choices in how to route work items to agents with Skills-Based Routing for Omni-Channel and External Routing for Omni-Channel. Use translation management features in Lightning Knowledge, including side-by-side comparisons, smart links for translated articles, and the Lightning Knowledge Migration Tool. Finally, manage cases more efficiently with case teams and email drafts.