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Learning Objectives
After completing this unit, you’ll be able to:
- Explain how to gain real-time visibility into customer touchpoints through cross-channel activity reports.
- Describe how to use your CRM data to automate time-consuming tasks like writing service replies and drafting knowledge articles.
- Define the best tool for auto-allocating targets, headcount, and more.
- Describe how to improve customer satisfaction, out-of-the-box insights, and AI-powered actionable recommendations in the flow of work.
- Define the best tool to reserve capacity during peak periods based on business needs or seasonal events to meet demand.
Sales Planning
Sales Cloud
Bring agility to the sales planning process with a new, native, end-to-end solution. Intelligently allocate targets, headcount, and more with auto-allocation. Stay aligned with seamless in-app collaboration and be flexible with scenario planning.
Learn more about Sales Planning.
Activity 360 Reporting
Sales Cloud
Gain real-time visibility into all customer touchpoints by accessing cross-channel activity reports. Make key decisions regarding territory management, enablement, and coaching and drive deal closure.
Learn more about Activity 360 Reporting.
Pipeline Inspection for Partners
Sales Cloud
Pipeline Inspection grants partners important close-rate predictions, AI-powered insights, and ownership over pipeline metrics. Ensure partners focus on the most important opportunities and forecast revenue more accurately.
Learn more about Pipeline Inspection for Partners.
Call Summaries
Sales Cloud
Free sales reps from manual note-taking, and improve productivity using auto-generated, summarized calls with follow-up actions.
Learn more about Call Summaries.
Sales Emails
Sales Cloud
Save time by composing emails in your own style and tone, in just a click.
Learn more about Sales Emails.
Einstein for Service
Service Cloud
Einstein for Service uses your trusted CRM data to automate time-consuming tasks like writing service replies and work summaries, and drafting knowledge articles with answers to common questions.
Learn more about Einstein for Service.
Service Intelligence
Service Cloud
Unlock your Service Cloud data to understand and drive operational performance metrics and boost agent productivity. Improve customer satisfaction, out-of-the-box insights, and AI-powered actionable recommendations in the flow of work. Feature available November 2023.
Learn more about Service Intelligence.
Flow Automation Pack for Case Management
Service Cloud
Reduce implementation costs and time to value with pre-built flow templates. Simplify and accelerate the deployment of automation for multiple use cases within the case management lifecycle.
Work Capacity Limits
Service Cloud
Reserve capacity during peak periods based on business needs or seasonal events to meet demand and fulfill customer expectations.
Learn more about Work Capacity Limits.
Omni-Channel Enhancements
Service Cloud
Boost efficiency by enabling agents to handle all channels and cases simultaneously with a new asynchronous inbox experience. Bring enhanced visibility to supervisors with a wallboard featuring real-time data.
