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).