Service: Service Cloud Voice, Einstein Reply Recommendations, Multi-Language Einstein Bots, Field Service Lightning Shift Improvements, and More

Talk with your customers via Service Cloud Voice, a new product that integrates the power of Salesforce with the telephony services of Amazon Connect. Recommend chat replies based on similar closed chats to support agents in the Lightning Service Console. Use Einstein Bots in nine languages. Manage Field Service Lightning shifts (beta) more easily with improvements to schedule views.

Einstein for Service: Reply Recommendations, Multi-Language Article Recommendations, Enhanced Bot Event Logs, and Facebook Messenger for Bots
Recommend chat replies based on similar closed chats to busy support agents, and receive knowledge article recommendations in five new languages. Help support agents wrap up cases faster with field value recommendations that are based on chat data and closed case fields. Troubleshoot faster with Enhanced Bot event logs, and integrate skills-based routing so your bot can help your customers more quickly. Reach more customers on bots with nine new languages and Facebook Messenger support. Receive Einstein Case Classification predictions on lookup fields as well as checkboxes and picklists, and identify cases whose field predictions didn’t meet the auto-update confidence threshold.
Field Service: Enhanced Shift Management, Optimization Insights, Asset Availability, and Confetti
Manage shifts more easily with improvements to schedule views. See how an optimization impacts KPIs, especially as you refine the scheduling policy. Monitor planned and unplanned asset downtimes so you can proactively improve service levels. Celebrate with a confetti toss as users progress through product requests.
Channels: Voice for Service, Embedded Channel Menu Preview, Chat Header Redesign, and Canadian Short Codes
Talk with your customers using Service Cloud Voice, a new product that integrates the power of Salesforce with the telephony services of Amazon Connect. See your Embedded Channel Menu branding and label choices with a live preview. Enhance your standard header for Embedded Chat. Reach more customers quickly with Short Codes for Messaging in Canada.
Knowledge: Sharing and Article Ownership
Lightning Knowledge introduces sharing (Beta) so you can leverage the power of the platform. Set default sharing and tailor criteria-based rules to your content and your readers. The Change Owner action, available for all Salesforce orgs with Lightning Knowledge, helps you get specific about owner-based access if you make the switch to sharing.
Routing: Status-Based Capacity and Prioritized Additional Skills
The Status-Based capacity model is Generally Available. Measure agent capacity more accurately using the status of accepted work. Drop additional skills iteratively instead of all at once.
Other Changes in Service Cloud
Learn about other changes we’ve made in the Service Cloud.

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