Our top 5 features coming to Service Cloud in Winter ’22

We’re pretty excited that the Salesforce Winter ’22 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. Let’s talk all things Service Cloud!

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

1. Define Omni-Channel Statuses for Missed and Declined Calls

Your agents will now remain visible in Omni-Channel Supervisor even after they miss or decline calls. Previously, the system would update the Omni-Channel status of the agent to offline and the agent was no longer visible in Omni-Channel Supervisor.

2. Avoid Multiple Greetings in a Chat Session

When the transfer or conference feature is used by an agent during a chat session, two greeting messages are sometimes sent to the user after the recently added user joins.  With the Winter ‘22 release, auto-greeting  can now be disabled for transfers and conferences.

3. Create Shifts in Bulk from Your Omni-Channel Plan

This one will be a life changer for your service team: no more cloning shifts one by one and tracking how many you still need. In just a few clicks, your team can create all of the remaining shifts required by your Omni-Channel plan.

4. Upgrade Your Customer Service Materials with Smarter Reply Templates

Salesforce improved the robustness of template recommendations to help your agents resolve cases more quickly, accurately, and consistently. They have reduced the number of short or similar replies and focused the majority of the templates on the middle, linking to more meaningful parts of conversations. Once your reply templates are reviewed and published, Einstein can recommend them to your chat agents.

5. Diagnose, Track, and Prevent Service Interruptions with Incident Management

Salesforce will soon empower your service teams to manage interruptions like superheroes! When a widespread incident occurs, Incident Management will help you analyse the cause, streamline agent operations, and minimize downtime. In addition, change management features exist to help implement change to prevent incidents from reoccurring.

Find out more about the Salesforce Winter ‘22 release here.

The team at Trigg Digital are here to help. With a focus on being friendly and accessible, highly cost-effective and with a laser-sharp focus on maximising your ROI, we pledge to optimise CRM processes to grow your business. Get in touch on +44 203 239 8492 or at hello@triggdigital.com