Service: Enhanced Field Service, Quick Setup with Templates
Empower your field-service agents with Knowledge articles and
milestones on work orders. Set up Service Cloud features in a few clicks with Launch Pad templates. And enable Social
Customer Service faster and leverage its extended breadth.
Field service is a key element of customer support. Summer ’16 brings new capabilities to attach Knowledge articles to work orders, enforce support milestones on work orders, and manage and customize your field service.
Salesforce Console for Service
The Salesforce Console for Service is more intuitive than ever with responsive list hovers. Launch Pad templates give agents preconfigured consoles, saving them precious time. Lightning components are now available for sidebar configuration. And we say goodbye to Desktop CTI.
Social Customer Service
Not only is Social Customer Service ready to enable on your org, it has expanded features in its Instagram pilot program, mapped parent social posts to case-creating posts, and built Twitter direct message prompts and customer feedback surveys.
Make the most of your Omni-Channel experience with active time tracking, decline reasons for agents, and a nifty checkbox to turn your agents’ notification sounds on or off. This feature is available in Salesforce Classic only.
Salesforce Knowledge now lets you customize your page layouts for mobile users, attach articles to work orders, identify key case fields to search for better article suggestions, and quickly troubleshoot your validation rules. Topics are now available on all languages your knowledge base support, the case field to data category mapping feature is now generally available, and an Article Create Date field is on each article version.
Your chat transcripts just got better with a new Network field. This feature is available in Salesforce Classic only.
Case Feed gives support agents a more streamlined way of creating, managing, and viewing cases. It includes publishers, which let agents create notes, log calls, change case statuses, and communicate with customers in a feed. This feature is available in both Lightning Experience and Salesforce Classic.
Entitlement management lets you and your support agents verify and fulfill customers’ support contracts. In Summer ’16, hierarchical service contracts and contract line items make it easier to represent complexities in your contracts with your customers.
Assets help you track products that customers have purchased from you. In Summer ’16, new related lists and delete capabilities make it easier for agents to scan an asset’s history and view related support records. This feature is available in Lightning Experience, Salesforce Classic, the Salesforce1 mobile browser app, the Salesforce1 downloadable app for Android, version 9.0 or later, and the Salesforce1 downloadable app for iOS, version 10.0 or later.
Support agents who use Case Feed can use macros to complete repetitive tasks—such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click. This feature is available in Salesforce Classic only.
Organization Sync lets you set up a secondary, synced Salesforce org where users can work when your primary org is unavailable. Summer ‘16 brings a reduction in sync-related emails and the ability to sync larger file posts. This feature is available in Salesforce Classic only.
The SOS SDK gets a new user interface and an improved two-way video experience. These features are available for both iOS and Android.