September 1, 2015
Salesforce today announced what it called the next generation of Service Cloud — Service Cloud Lightning Console, which the company said was developed with the feedback from hundreds of thousands of support agents.
“Today’s consumers are more connected than ever before, across mobile phones, wearables and other devices,” it said in a release. “In fact, by 2020 there will be over 50 billion connected devices. For companies, it means they need to deliver a seamless experience to these ultra-connected consumers during each and every interaction, across every channel.
“For service agents to be able to support new channels and make sense of all the data being generated, they need new, smarter solutions that allow them to better respond to customers. However, companies struggle to deliver on these expectations because legacy technologies are disconnected from products and new channels, and agents aren’t equipped with the tools they need to deliver answers quickly.”
Through Lightning Console Agents can dramatically speed up common actions like creating new contacts, registering products and processing returns without losing the context of the interaction or needing to switch screens.
It also enables agents to be more productive by “allowing them to apply more intelligence to every case to resolve them quickly. Recommended Tools use algorithms to help agents by suggesting relevant knowledge articles, macros and recommended actions from similar cases, and are presented proactively right in the console.”
Other features include Omni-channel routing and presence so the right work is dynamically routed to the right agent at the right time, resolving customer issues faster.
Salesforce also announced its latest Wave Analytics App—Service Wave Analytics—the first analytics app built for Service Cloud. It arms service teams with deeper, more actionable insights that help service agents and leaders instantly optimize channels, improve agent efficiency and spot or address emerging trends, the company said
The Service Cloud Lightning Console is expected to be generally available by the end of this year and included in the Service Cloud Enterprise Edition or greater.
The Service Wave Analytics App is currently in pilot with select customers and expected to be generally available in January 2016. Service Wave Analytics will be available via a per user, per month subscription model. Pricing will be publicly available at the time of general availability.