See What’s New: Service, Field Service, IT Service, and Contact Center

Learning Objectives

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

• Describe the latest features and enhancements for Service, Field Service and Operations, IT Service, and Contact Center.
  

Explore the new features across Service, Field Service, IT & HR Service, and Contact Center. Agentforce helps you optimize agent performance, extend service capabilities globally, and deliver personalized, data-backed support. Capabilities like dynamic resolution logic, unified workforce management, and deep system intelligence empower teams to proactively address issues, streamline back-office operations, and maximize ROI across every service channel.

Service

Adaptive Experiences & Dynamic Plans

Adaptive Experiences & Dynamic Plans brings real-time, AI-driven resolution guidance to every service engagement, generating and updating dynamic plans as conversations evolve.

Agent Optimizer

Agent Optimizer helps admins go from a backlog of automation ideas to a trained, ready-to-launch agent, without all the guesswork or the rebuilding. It analyzes real conversations and cases to recommend the highest-impact automation to build first, reuses flows and actions that already exist in your org, and trains the resulting agent against real scenarios until it passes a quality bar, before handing it off ready for launch.

Help Agent Home

Give service leaders one place to track, manage, and improve every Help Agent. Once your business sets a goal, such as a 70% resolution rate, Help Agent Home can flag divergence from that target and recommend a fix. Help service organizations reach the performance goals they set and prove ROI along the way.

Field Service

Autonomous Scheduling with Agentforce Voice

Book appointments 24/7 with voice agents that check real-time availability and find the right technician, in the right territory, the moment customers call.

Learn more about Autonomous Scheduling with Agentforce Voice.

Voice to Form Multilingual Support

Complete forms hands-free in Spanish, Japanese, Italian, French, or German, at the same speed and accuracy as English. Give every mobile worker tools to capture data efficiently no matter what language they speak.

Scheduling Console Enhancements

See appointments that span multiple visits or days as one connected job, and move the whole thing with a single drag. Let Agentforce handle the rebooking calls, so dispatchers can focus on field operations, not phone calls.

IT & HR Service

Coexist with Third-Party ITSM Solutions

Deliver a unified employee front door across channels, including Slack and Teams, and keep third-party IT Service Management (ITSM) your system of record. Unmetered Agentforce keeps costs predictable and removes the risk of overage penalties.

Context Engine Enhancements: User Graph and Knowledge Graph

Give Agentforce IT Service agents a shared understanding of who employees are and how your systems connect, so they can reason accurately without custom-built logic for each use case.

CMDB Enhancements: Dynamic Discovery and Reconciliation Engine

Eliminate duplicate records and outdated CMDB data. Agentforce IT Service automatically pulls live information from across your environment to catch fast-moving assets like cloud servers before they disappear. It merges conflicting data, protects your most reliable sources, and keeps your entire inventory clean and trustworthy.

Contact Center

Agentforce Contact Center Expands Globally to 30+ Countries

Agentforce Contact Center goes global in 30+ countries. Global contact centers can now bring CRM, channels, and AI together in a single solution for the first time.

New Hybrid Workforce Capabilities in Workforce Engagement Management

The Salesforce WEM solution is built with the hybrid workforce in mind. Now your company can manage and train employees and AI agents, all from one place.