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Salesforce has introduced a customer service platform. The platform is built on the Salesforce Lightning component-based framework where companies can easily configure and set up Service Cloud for their organizations in a single day.

 

As per the company, With Lightning-Ready partner apps and Lightning App Builder for Service, companies can easily customize and extend Service Cloud. In addition, a new Lightning Service Console adds several new capabilities that boost agent productivity, and a new Service Cloud Mobile app empowers agents to provide exceptional customer service from anywhere. And with Salesforce’s interactive learning platform, Trailhead, anyone can learn for free how to deploy and customize Service Cloud.

 

“Service Cloud is the market leader because of our unparalleled track record of innovation,” said Mike Rosenbaum, EVP, CRM Apps, Salesforce. “The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them-delivering truly differentiated service to their customers.”

 

New capabilities for Service Cloud include:

 

● Service Out-of-the-Box lets companies build a modern customer service center in a single day. Through its pre-built case management Service admins can also add a customer community, and with Trailhead, Salesforce’s online, gamified learning platform, anyone can take one of the 20+ free, guided modules to learn how to deploy, configure and customize Service Cloud.

 

● AppExchange and Lightning App Builder for Service provides customer service teams with an easy way to customize and extend Service Cloud. Using the Lightning App Builder, companies can extend functionality by simply dragging-and-dropping one of the new service Lightning Components.

 

● Lightning Service Console, the unified desktop experience for customer service agents, includes several new capabilities to maximize productivity and speed so agents can provide better customer experiences and resolve cases faster.

 

○ Case Kanban provides a visual dashboard of cases in queue so agents can more efficiently triage cases and prioritize their time.

 

○ Community Agent 360 gives the agent useful context, surfacing a customer’s community history and showing if the customer recently viewed or created content, such as reading a community article or posting a comment.

 

○ Federated Search helps an agent quickly find records across Salesforce and external data sources such as Confluence, YouTube, Dropbox and Box.

 

○ Macro Builder lets agents quickly create reusable macros for specific customer service scenarios that agents can easily deploy if the issue arises again.

 

● Service Cloud Mobile app for iOS and Android will empower agents to provide personalized customer service from anywhere.

 

In the context of Pricing and Availability of the services, the company revealed, Service Out-of-the-Box, Lightning App Builder for Service, Lightning Service Console, Federated Search and Case Kanban view are generally available now in market at no additional cost with any edition of Service Cloud. While, Community Agent 360 is also available now onwards in pilot at no additional cost with a Customer Community Cloud licence. Whereas, Macro Builder is expected to GA in the second half of 2017 at no additional cost with any edition of Service Cloud and Service Cloud Mobile app for iOS and Android is expected to pilot in the second half of 2017 at no additional cost with any edition of Service Cloud.

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