Service: Channel Menu, Einstein Article Recommendations, Case Merge, WhatsApp Messaging Channels, and Shifts for Field Service

Connect with customers using the channels they prefer by adding an Embedded Service Channel Menu to your website. Help your agents resolve cases faster with Einstein Article Recommendations. Combine duplicate cases with Case Merge. Message with customers internationally using WhatsApp. Set up shifts for Field Service to schedule work that’s outside of the usual schedule, such as holiday hours or occasional overtime (beta).

Einstein for Service: Article Recommendations, Bot Enhancements Galore, Segmented Data for Case Classification
Einstein Article Recommendations is Generally Available. Einstein Bots deliver conditional messaging and conversation repair. Einstein Case Classification offers predictive models for each business segment, and a limited version is now available for free.
Field Service: Variable Shifts, Consecutive Work, Posts for Generated Work Orders, and Enhancements to the Mobile App
Set up shifts and deliver services when needed, on any day and at any time. Assign appointments back-to-back so there’s no interruption. Stay informed when maintenance plans create work orders for your team. And, in the Field Service Mobile app, we added security features and a new offline priming UI to give your users a safer, better experience.
Channels: Short Codes for Messaging, Embedded Channel Menu, WhatsApp Messaging Channels, and Agent Wait Time Estimate
Send high-volume promotional messages and one-time alerts with short codes. Connect with customers using the channels they prefer by adding an Embedded Service Channel Menu to your website. Message your customers using WhatsApp. Show an estimated wait time to chat with an agent using the Embedded Service SDK for Mobile Apps (beta).
Knowledge: Comparisons, Conversations, and Resizable Images in Chrome
Let authors see the differences between versions of an article so they can track updates and progress (beta). Share articles with more customers by inserting article links in Chat and Messaging conversations. And, we made it easier to resize images and manage an article’s related Files for draft articles.
Routing: Sticky Filters, Omni-Channel Widget, and Enhanced Security
Improved filtering in Omni-Channel Supervisor saves settings even after agents log out, so they’re ready to go when agents log in again. Automatically minimize the Omni-Channel widget when your agents accept work. Omni-Channel objects are now more secure.
Case Management: Case Merge Generally Available, Bulk Macros in Lightning Experience, and Other Improvements
Let your agents solve cases more efficiently in Lightning Experience. Agents can combine duplicate cases with case merge. Bulk macros now are available in Lightning Experience, so agents can quickly address spikes in cases about the same issue. Macros run faster in the background, so agents can work seamlessly. In the Cases list view, an escalation icon indicates which cases are escalated, so agents can prioritize cases more easily. Agents also can hover over a case in the list view to see and edit case details. Agents can insert code snippets in emails in the case feed, so they can better support your customers.

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