Salesforce Service Cloud Workforce Engagement

Deliver exceptional customer experience with Salesforce Service Cloud Workforce Engagement.

Recently at the ‘Dreamforce To You 2020’ Keynote event, Salesforce launched a new dynamic workforce planning product, Salesforce Service Cloud Workforce Engagement. This innovation allows service leaders to accurately assign the right agents at the right time. Workforce Engagement unifies your service planning, process, and people and gives you real-time flexibility.

Due to the COVID-19 outbreak, contact centres were facing a huge surge in customer queries across multiple channels such as phone calls, emails, social media, chats, etc. Moreover, the service leaders were facing a challenge in assigning staffing resources due to remote working locations. Hence, many businesses were dependent on the technology to help them ease and manage the workflow between globally distributed workforces.

But spreadsheets and on-premise solutions were never designed to provide a connected view of the employee and customer. So, a need for all on one cloud-based platform arose!

Salesforce’s Service Cloud Workforce Management allows leaders to manage their workforce from anywhere. It also gives access to the right agents with the skills and service channel.

“Delivering service is more complex than ever with agents working from anywhere and volumes of customer support requests spiking,” said Bill Patterson, EVP and General Manager, CRM Applications at Salesforce. “With Service Cloud Workforce Engagement, Salesforce will arm the contact centre with a connected solution — all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring.”

This announcement included:

Service Forecast for Customer 360:

It helps service leaders to manage their staff and predict how many customer requests are going to come from across all the digital channels in real-time by using AI-based data from the Salesforce platform and integrated third-party tools.

Omnichannel Capacity Planning:

It enables the service leaders to staff their workforce at the right time based on their skills and availability across any digital channels such as emails, phone calls, chatbots, social channels, etc.

Personalized Agent Engagement

By integrating myTrailhead Salesforce’s online learning platform with Service Console, it offers on-demand training and real-time coaching from anywhere around the globe.

Senior Vice President of product management for Salesforce Service Cloud, Melissa Matross, says, “The customer service experience has been a grind for both customers and the teams delivering service. “76% of customers expect to work with just one person to get an issue resolved.”

Pricing: Salesforce Service Cloud Workforce Engagement will be available by the first half of 2021. The price will be revealed at that time.

We are sure that you are eager to use this brilliant Salesforce innovation. But, if your organization is looking forward to any other Salesforce implementation services, you can get in touch with us. Our team with expertise, knowledge, and professional experience is ready to serve your needs.