Service: Smarter Bot Routing and Dialog Review, Improved Field Service Dispatching, and Easy Setup for Skills-Based Routing
Review Einstein Bot dialogs with ease in a visual map, and use new smart routing features to escalate bot conversations to the right experts. Work faster in the Field Service Lightning dispatcher console with a pop-out map, long-term Gantt view, and new drag-and-drop scheduling options. Set up skills-based routing in a jiffy with a handsome setup screen. Finally, explore a smorgasbord of other productivity-boosting features for agents, including the ability to proactively reach out to customers with critical service updates, create more intelligent macros with conditional expressions, and merge duplicate cases.