We’re pretty excited that the Salesforce Summer ’21 release is upon us, so much so we wanted to get involved. Our team of certified Salesforce consultants here at Trigg Digital, are going to be sharing their favourite features of each platform. First up is Service Cloud!

By fully integrating external apps and tools, Service Cloud is essential to achieve a more seamless workflow. Layla Ness, an experienced Salesforce Service Cloud consultant shares her top 5 favourite features with us in this latest insights piece.

2. Omni-Channel Flow

Omni-channel Flow is currently a beta feature that gives you the flexibility of the Flow Builder with all of the functionality of Omni-Channel to enable you to dynamically route work to the right agents. We are super excited for this one!

3. Shift Scheduling

This feature allows you to assign shifts both manually or in batches. When life happens you can manually adjust shifts when someone is unable to work. Use ‘Get Candidates’ to review a list of candidates who meet the scheduling rules and manually assign the shift to them. Also, when things get extra busy you can assign shifts in batches of 200 enabling you to quickly meet scheduling demands. (Requires a Workforce Engagement add-on license)

4. Handle repetitive emails with Bulk Macros

You no longer have to send the same email over and over again because bulk macros are now supported in email templates and merge fields in Lightning Experience! You can select a bulk macro from the Case List View or Record Home Page and choose an email template. Templates can include inline images, letterheads and merge fields.

5. Einstein Article Recommendations

Although this isn’t widely available just yet it’s definitely one to watch out for. Einstein Article Recommendations are being phased in over the coming releases for active orgs with Knowledge. This feature will save your agents time by quickly recommending relevant articles so that they can be attached to cases and sent to customers without the need to scroll through long lists to find what they need. You can check to see if it has been enabled in your org by searching for ‘Einstein Article Recommendations’ in the Setup Quick Find box.

In conclusion the Summer ‘21 release provides some great new Service Cloud features that make setup a breeze, whilst assigning work to the right agents at the right time just got even easier with shift planning and automation, enabling you to provide the best possible customer experience. 

Find out more about the Salesforce Summer ‘21 release here.

Insight by Layla Ness – Salesforce Consultant