Service Cloud Updates

AI-powered assistant helps customers with invoice breakdowns and employees with payment plan details.

Decouple billing frequency from selling models. Bill monthly products quarterly or annually.

New Case Timeline shows key events in chronological order. Agents can quickly understand case history without digging through related lists.

Use Quick Text snippets in case comments including dynamic merge fields. Insert predefined responses with customer data filled in automatically.

Easily find files attached when a case was first created. No more digging through the full attachments list to find the original issue documents.

Define rules to automatically pause milestones when specific conditions are met. SLA timer stops when a case is waiting on customer response.

View milestones across parent, child, and related records. Teams working on linked cases can now see SLA timelines in real-time.

Omni-Channel Supervisor is now Command Center for Service. Same features, expanded visibility tools for support managers.

Route call transfers through Omni-Channel Flow for advanced logic. Use skills, case context, or custom conditions to find the right agent.

VoiceCall records now automatically link to source records when using Click-to-Dial, including custom objects. No more manual linking.

Partial survey responses can be saved for up to 999 days. Guest user responses are also saved. Plus, apply custom CSS for branded surveys.

Knowledge Maps are now generally available. Organize articles into clear hierarchies that are easier for agents and customers to navigate.