Explore the Next Generation Service Console
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the Next Generation Service Console.
- Describe the differences between the Next Generation Service Console and the Service Console.
Meet Next Generation Service Console
Tackling a customer’s problem is like solving a mystery. One minute you’re trying to figure out why an order is late and the next, you’re juggling another customer’s password reset. Then you’ve got to find the right knowledge article, check their purchase history, and maybe even send an email, all while the customer is on the line. It’s a lot!
What if you had a brilliant friend sitting beside you, helping you see the whole picture, suggesting the perfect answer, and even taking care of the boring stuff? That’s exactly what the Next Generation Service Console does. It’s not just an update; it’s a whole new way of doing service, powered by generative AI and unified data working together. The Next Generation Console is an evolution in service from simple case management to an intelligent command center for reps and supervisors, where every interaction is a chance to build loyalty and trust. And the best part? All of its powerful AI guidance and automation features are available right within your existing Service Console!
Improve Customer Service with the Next Generation Console
The Next Generation Console is packed with tools that make your job easier and your customers happier.
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Customer 360 Metrics & Insights: Wish you could get the full scoop on a customer without clicking a bunch of tabs? Now you can! With Customer 360 Metrics & Insights, you can see a customer’s entire journey, including purchase history, service requests, and previous interactions, all in one place. AI-driven insights highlight key trends and potential issues, so you can stop searching and start solving.
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Agentforce Service Coach: Want a service expert sitting right next to your service reps? Service Coach uses AI to help reps catch mistakes before they happen, receive performance feedback, and build skills with personalized training and real-time reinforcement. Not sure what to say? It’s got a draft ready. Nail every interaction with confidence.
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Service Rep Assistant: Need a sidekick who can proactively do your routine tasks? Enter Service Rep Assistant. Automate mundane tasks like summarizing long phone calls, drafting follow-up email, or updating cases. Guide your team with real-time tips and the next best actions on any channel. Need to find a knowledge article? It’s already suggested. Let Service Rep Assistant handle your administrative work, so you can focus on the human part of service: connecting with customers.
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Near–Real-Time Sentiment Indicators: Need a "vibe check" for your conversation? Analyze a customer’s tone, whether through voice or text. If you notice frustration building, it lets you know so you can adjust your approach and turn that frown upside down. It’s like a superpower for empathy and effective support.
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Supervisor Console: Want a view of your entire team’s performance? The updated Supervisor Console provides real-time AI monitoring for all AI-owned voice, email, and messaging channels. In addition to Omni Supervisor’s real-time data, get historical context with out-of-the-box reports. Tabs for Service Insights and Customer Signals deliver intelligent Tableau insights, including customer sentiment and AI-driven recommendations to help you guide your team to top-notch service.
Who Should Use the Next Generation Service Console?
Short answer: pretty much anyone involved in service! The Next Generation Service Console is built for a range of roles.
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Service reps: You’re on the front lines, and this tool is built for you. It’ll simplify your day, cut down on admin work, and help you close cases faster.
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Service supervisors: Get the insights you need to be the best coach and team leader around for a hybrid workforce (AI agents and humans).
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Administrators: The console is super easy to set up and customize, so you can build the perfect service experience for your org with fewer headaches.
Explore How the Next Generation Console Differs from the Service Console
While the original Service Console laid the groundwork for an efficient service rep experience, the Next Generation Service Console is a huge leap forward. The key differences lie in its integration of AI, proactive intelligence, unified data, and hybrid workforce supervision. The original console was a powerful tool for case management; the Next Generation Service Console is an intelligent platform for relationship management. Think of it this way: the original console was a library of information, whereas the new console is a brilliant librarian who finds exactly what you need, when you need it. The new console fundamentally changes the way service is delivered from reactive to proactive.
Access the Next Generation Service Console
Access to the Next Generation Service Console is available to all Salesforce customers with a Service Cloud license. New features will roll out gradually in the existing Service Console, with early access programs available. To get started, contact your Salesforce account representative.
Get ready to access a new level of service!