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Salesforce Spring '24 Features for Service Cloud Excellence


Salesforce Spring '24 Features for Service Cloud

Welcome to our exploration of the Salesforce Spring ‘24 release Service Cloud. In this blog, we're diving into the latest trends and surprises that this update brings, and how they're shaping the future of customer support. Focusing on service enhancements, we'll explore key features like the Einstein GPT for Service Add-On, empowering agents with AI tools for quick responses. We'll also dive into the Knowledge Effectiveness Dashboard, offering insights into article effectiveness. Lastly, we'll discuss the groundbreaking Einstein Conversation Mining tool, transforming chat data into actionable insights. Read our detailed blog where we explore the Salesforce Spring '24 top Service Cloud Features which elevate the service cloud experience to new heights.


See the Knowledge Article Einstein Used to Draft Grounded Service Replies


The Einstein GPT for Service add-on empowers agents with AI tools to craft helpful responses. By seamlessly integrating knowledge articles into live chats and messages, agents can quickly provide accurate solutions to customer queries. This simplifies the support process and ensures customers get the help they need without delay.

Where: This change applies to Lightning Experience in Unlimited Edition with Service Cloud Einstein and the Einstein GPT for Service add-on.

To purchase the Einstein GPT for Service add-on, contact your Salesforce account executive.

When: This feature is available starting December 15, 2023.

How:  Once you've configured Service Replies for Chat and Service AI Grounding, Einstein taps into your knowledge base to generate responses. During live chat or messaging sessions, agents receive recommendations from Einstein based on the conversation's context or existing knowledge. Under each suggested reply, Einstein indicates whether it's rooted in the ongoing conversation or derived from knowledge articles. For responses sourced from knowledge articles, agents can click on the provided link to access the original article used by Einstein to formulate the reply.


See the Knowledge Article Einstein Used to Draft Grounded Service Replies

Monitor Knowledge Engagements Across Channels and Contexts

This tool helps you see how helpful your knowledge articles are across all the places where customers get help. Whether it's through direct views or AI-generated content, you'll get insights into what's working and what could be improved. You can Measure the effectiveness of your understanding base and get suggestions on how to boost ROI with the Knowledge Effectiveness dashboard.

Where: This change applies to Service Cloud in Lightning Experience in Enterprise and Unlimited editions for an additional cost.

Who: To use the Knowledge Effectiveness dashboard, you need the Service Intelligence User permission set. To manage Service Intelligence dashboards, you need the Service Intelligence Admin permission set.

Why: With the Knowledge Effectiveness dashboard, you can:

  • Analyze article trends based on how often users engage with articles over time.

  • View engagement metrics with legal documents and training materials to quickly assess whether your agents are meeting the compliance and training objectives set by your company.

  • Clarify ROI and cost-saving metrics, such as reduced average handling time (AHT) and case deflection, by differentiating who engages with an article.

How: If you have the Service data kit installed, upgrade or reinstall it to access the Knowledge bundle and the latest enhancements to Service Intelligence. After you upgrade the data kit, Data Cloud starts to capture Knowledge Article Engagement data from that time forward so that you can view engagement insights in your Knowledge dashboard.


Help Agents Gauge Customer Effort:


This thing easier for any agents by adding the Customer Effort Score insight to your case page layouts. In this manner, from the beginning, they can quickly gauge the level of effort the customer is making in the case. Remember, the less effort customers have to make, the happier they are. Thus, monitoring this score will help you provide better customer service.


Where: This change applies to Service Cloud in Lightning Experience in Enterprise and Unlimited editions for an additional cost.

Who: To use the Customer Effort Score insight, you need the Service Intelligence User permission set. You need the Service Intelligence Admin permission set to manage the Customer Effort Score Insight.

How: Use Lightning App Builder to drag the Customer Effort Score component to a case or custom Lightning page.


Customer Effort Score insight

Help Agents Predict Customer Escalations:


Using AI agents can predict potential issues that customers can face. As they handle cases, they'll get insights from a smart system called Propensity to Escalate. This system, made with Einstein Studio No Code Builder, looks at patterns to guess if customers might escalate their cases. It's like a heads-up to deal with problems before they get worse.


Where: This change applies to Service Cloud in Lightning Experience in Enterprise and Unlimited editions for an additional cost.

Who: To use the Einstein Studio Insight, you need the Service Intelligence User permission set. To manage the Einstein Studio Insight, you need the Service Intelligence Admin permission set.

How: Use Lightning App Builder to drag the component to a case or custom Lightning page.


Help Agents Predict Customer Escalations

Get Service Insights and Build Bot Intents with Einstein Conversation Mining (Generally Available):


Use Einstein Conversation Mining to turn chat data into useful insights and create bot plans. This tool replaces the lengthy process of analyzing transcripts, which could take weeks. With Einstein Conversation Mining, you get the scoop from chats way faster.


Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions with the Service Intelligence add-on. Setup for Einstein Conversation Mining is available only in Lightning Experience.

Why: Create reports based on specific audience details, using any field on your live chat transcript or associated case record. The ability to create multiple reports based on filters of the same data set helps you customize bots for different customers’ needs. Einstein then groups and ranks the requests, identifying the contact reasons that are most frequent and easiest to automate. Then, you can send the chat data from the contact reason over to Einstein Bots or create an intent set.

How: Go to Einstein Conversation Mining in setup. Then turn on Einstein Conversation Mining to opt in.


Get Service Insights and Build Bot Intents with Einstein Conversation Mining

In short, the Spring '24 release introduces powerful service enhancements that redefine customer support. With tools like Einstein GPT for Service Add-ons and Knowledge Effectiveness Dashboards, businesses can streamline responses and gain valuable insights. As we embrace these innovations, we are shaping the future of customer service excellence, anticipating needs, and building lasting relationships with Implementology Salesforce Services, Book Your Free 30 Minutes Consultation to know more!



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