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 in Service, Field Service and Operations, IT Service, and Contact Center to unify your support channels and streamline onsite operations. By integrating AI-driven insights with real-time logistics, you empower your teams to resolve issues faster and deliver a superior, frictionless customer experience.
Service
Agentforce Service Agent Quickstart Setup
Deploying AI self-service agents can be complex and time-consuming. Agentforce Service Agent Quickstart Setup provides a guided, streamlined setup experience that accelerates deployment, reduces effort, and delivers faster time to value with scalable self-service.
Agentforce Self-Service
Customers waste time navigating disjointed portals, forms, and chat tools to resolve a single issue. Agentforce Self-Service unifies AI conversation with dynamic, actionable tiles in one seamless interface, enabling faster resolution, effortless escalation, and a truly end-to-end support experience.
Case Catch-Up & Insights
Service reps waste time piecing together case history and risk signals. Case Catch-Up & Insights uses AI to generate instant intent summaries and Case Health Scores, helping reps prioritize faster, prevent escalations, and deliver proactive service.
Field Service and Operations
Scheduling Console
Reduce the time that dispatchers spend scheduling or dispatching service appointments with the Scheduling console. Increase dispatcher productivity and efficiency.
Interactive Pre-Work Brief
Make it faster and easier for mobile workers to search for answers about work orders. Reduce mean time to resolution by instantly surfacing insights grounded in CRM data.
Service Bill of Materials
Achieve higher first-time fix rates from mobile workers arriving with the right parts; faster, more accurate quotes and service contracts; and accurate “as-maintained” asset tracking for compliance.
IT Service
IT Service Domain Pack Enhancements
Slash IT costs with 50+ specialized AI agents deployed out-of-the-box across your Service Desk, Slack, and Teams. Use multiagent orchestration to coordinate across specialists or use one unified interface to detect user intent and resolve employee needs proactively.
Agentforce IT Hardware Asset Management
Automate hardware asset management with a robust end-to-end framework powered by Agentforce. Reduce risk, cut costs, and optimize usage by deploying zero-touch asset lifecycles directly in the IT Service Desk, including real-time visibility in Slack.
Agentforce IT Compliance
Cut audit prep time for IT compliance with end-to-end AI governance, risk, and compliance management. Agentforce enables 24/7 monitoring and automated remediation including risk summaries, triage, and policy drafting—reducing manual overhead and errors.
Contact Center
Workforce Engagement Management (WEM)
Optimize team resources across all channels with native workforce engagement management for better collaboration, operational flexibility, and scale. It streamlines staffing, lowers overtime hours, improves resource utilization, and drives better customer satisfaction (CSAT).