The Summer ’20 release of new and enhanced features across the Salesforce Customer 360 Platform is upon us. The original schedule was pushed back from June to 11th, 17th and 18th July due to the COVID-19 pandemic. You can check the major release date for your production instance here.
There were three Salesforce Einstein features that will be available for Salesforce Service Cloud that caught my eye amongst the plethora of goodness that we’ve come to expect. All of the following features have become generally available in this release.
Note: to learn more about everything in the Summer ’20 release, visit here.
Einstein Reply Recommendations
This feature will be included with the Service Cloud Einstein add-on SKU. Further pricing information can be found here.
Einstein learns from historical chat transcripts to predict the most likely responses to a customer’s message in a chat conversation. Those suggestions can be edited and approved by admins, after which they are presented to agents via the Einstein Suggestions Card right inside the Lightning Service Console. The recommended replies update dynamically throughout the chat conversation based on the customer’s messages. Agents can then select a recommended reply to insert into a chat conversation.
Look-up Field Support in Case Classification
Einstein learns how agents have historically filled-in fields on case records when resolving a customer inquiry. Einstein then predicts and recommends field values for new cases and those recommendations are presented to agents using the Case Details component in the Lightning Service Console. Agents can pick recommendations to populate fields, or if the confidence level is above a threshold, Einstein will auto-populate fields. To date, Einstein could only predict checkbox and picklist fields. With the addition of look-up fields, this drastically expands the range of use cases. Imagine being able to auto-populate case records for customers who have case product and reason values in related custom objects rather than picklists!
To date, case classification has been included with the Service Cloud Einstein add-on SKU. I’ve been reliably informed that this is changing. From the Summer ’20 release, case classification recommendations will be included in the Service Cloud User feature license (i.e when you license Service Cloud, you will get this feature). Auto-population of fields will continue to be included with the Service Cloud Einstein add-on SKU.
Einstein Bots and Facebook Messenger
Salesforce customers can now deploy bots on the Facebook Messenger channel. Einstein Bots and the Messaging channel, which includes Facebook Messenger, WhatsApp and SMS (WeChat coming later in the year), are included in the Digital Engagement add-on SKU. You can find more information here.
You can now build both transactional and conversational bots for customers who prefer to use Facebook Messenger. Transactional bots use guided “if-then” journeys. Conversational bots use Einstein’s natural language processing to provide a more human-like experience.
These features are standout because as they reduce the time to respond to a customer inquiry, accelerate the onboarding time for new agents and provide more consistent responses to customer inquiries. The result – happier customers and reduced contact centre costs!