Wednesday, April 1, 2015

Salesforce unveils the Intelligence Engine for the Salesforce Service Cloud.

In the past few weeks SkyPlanner, South Florida's Salesforce consulting company, has covered many of the improvements Salesforce has made to its CRM offerings, mostly in the Sales Cloud and Marketing Cloud. But today's post is about an improvement Salesforce has made to its Service Cloud suite of products. That improvement is called the "Intelligence Engine" and it will harness data science to fuel the industry's smartest customer service. 

Some of the features of the Intelligence Engine include: 
  • Intelligent Business Processes Dynamically assign cases to agents based on skill set, case history, presence or communication channel—email, web, phone, video chat or SMS. Using advanced workflow automation, the Intelligence Engine can also trigger any business process, such as escalating cases beyond the support department to sales or marketing. For example, a support center can route cases from VIP customers to top agents or distribute potential sales leads to the best teams or individuals equipped to upsell.
  • Intelligent Workload Management Automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support. Rather than relying on a manual process to fill an agent's queue with cases, Intelligent Workload Management will automatically distribute cases to agents based on their expertise to handle specific types of cases, as well as their caseload, to maximize their productivity. For example, Service Cloud will suspend pushing cases to an agent if they're on a video chat or factor in how much to decrease the workload for an agent who will soon be on break.
  • Seamless Omni-Channel Customer View Customers can start a conversation on one channel and seamlessly transition to another without having to continuously identify themselves, rehash the problem or bring a new agent up to speed. For example, a customer with an open email case who requests a video chat will automatically be routed to the same agent working on the email case for a seamless service experience.
The impact of the Intelligence Engine can be summed up in these comments: 
  • The Service Cloud Intelligence Engine harnesses the power of data science to improve workflows, business processes and deliver seamless customer service across any channel,” said Mike Milburn, SVP and GM of Service Cloud, Salesforce. “Now companies are prepared to exceed their customer's increasingly high expectations for smarter service.”
  • “We are building the next generation of travel that is highly personal and seamlessly connected across any channel—on the web, on email, phone, mobile, social media— and even at the train station,” said Antoine de Kerviler, CIO, Eurostar. “By standardizing the entire customer service platform on Salesforce, Eurostar is able to deliver a single view of customers so agents can deliver exceptional service at every turn.”

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