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Learning Objectives

After completing this unit, you’ll be able to:

  • Explain how voice calls can now be part of the dynamic workspace in the Service Cloud console.
  • Describe how to give your agents AI-powered recommendations for replies to customer requests.
  • Explain how mobile workers can now access the Field Service mobile app through deep linking.

Service Cloud Voice

Now you can natively integrate the telephony channel within Service Cloud. Voice calls can now be part of the dynamic workspace in the Service Cloud console, right alongside digital channels. Agents use a single omni-channel module to accept any kind of interaction. And with real-time call transcripts, you can connect workflows and next-best actions to the voice conversations. The deeper integration drives enhanced agent efficiency, customer satisfaction, and supervisor insights. 

Learn more about Service Cloud Voice.

Einstein Reply Recommendations

Give your agents AI-powered recommendations for replies to customer requests. Einstein’s deep learning model (based on historic chat transcripts) looks at the previous messages of a conversation to understand the context and suggest a reply based on a list of your approved response templates. 

Learn more about Einstein Reply Recommendations.

Your mobile workers can now access the Field Service mobile app through deep linking. Add deep links to specific actions and flows. Deliver better experiences by reducing the number of taps it takes to launch an action or a flow.

Deep linking from an action

Learn more about Field Service: Deep Link Actions.