Service: Einstein Article Recommendations, Time Sheets for Field Service, More Knowledge Channels, Quick Pre-Chat Information, and a Raft of Other Improvements

Save your agents time and delight your customers with the many updates we’ve made in Service. Help your agents resolve cases faster with recommended articles. Empower your Field Service mobile workers to log their hours on the go. Send Knowledge articles through more channels. Before accepting a chat, let agents see pre-chat details and pages visited. Let your agents tackle the right cases first with Secondary Routing Priority. Improve agent productivity with an enhanced email experience in the case feed. Find out what your customers think by automatically sending a survey when a case is closed. Integrate third-party natural language processing engines into your Einstein bots.

Einstein for Service: Recommended Articles for Agents, Third-Party NLPs for Einstein Bots, and Automated Case Classification
Help your agents resolve cases faster with recommended articles. Create two-way integrations with third-party natural language processors (NLPs) into Einstein bots. Save predicted field values to cases automatically with Einstein Case Classification.
Field Service: Time Sheets, Health Check, and Extended Match Work Rules
Let your mobile workers log their hours on their mobile devices. Use Health Check to make sure your Field Service configuration aligns with our best practices. Find the right service resource for the job with Extended Match work rules.
Channels: Conversations Available on Contact Detail Pages, Attached Files Shown in Chat Window, Embedded Service for Mobile Apps More Accessible
Email, Chat, and Messaging have expanded to deliver a better agent experience and higher productivity. WeChat and WhatsApp channels are available as pilot programs. Agents can start a conversation from a contact’s detail page. Files are available in the chat window, so agents don’t have to download them before viewing. We made Embedded Service for Mobile Apps more accessible.
Knowledge: Expanded Channels, Flexible Styles, and Improved Article Management
Share articles in more channels. Insert the contents of an article or a link from your Communities and Sites in social posts. Or, insert article contents to Chat and Messaging conversations. We beefed up search and user access with more control over draft, archived, and published articles.
Routing: Attribute Setup for Skills-Based Routing (Generally Available), Secondary Routing Priority, Omni-Channel for Sales, and More
Set up skills-based routing with clicks, not code, using Attribute Setup for Skills-Based Routing. Use field values to specify a secondary routing priority. Sales customers can now use Omni-Channel Routing. Search public groups, see agent status with color-coding on the Omni-Channel widget, and give your customers an estimated wait time.
Case Management: Critical Update to Deployments in Lightning Flow for Service, Feed Item Visibility Comes To Lightning, Usability Improvements in Case Feed
A critical update to Lightning Flow for Service requires you to select a deployment for the Actions & Recommendations component. Add autolaunched flows for your agents. Agents now can set feed item visibility to public or private in Lightning Experience. Usability improvements in Lightning Experience make it easier for agents to know when they have new feed items and when case comments are private.

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