Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

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.