Service Cloud Updates

Case milestones can finally be deleted, via Data Loader or Apex, resolving an IdeaExchange request that dates back to 2017.

Files attached when a case was created now display as visual tiles directly under the Case Description field, sparing agents a trip to the Files related list.

Case merge settings scattered around Setup are consolidated into one page covering Case Merge, Enhanced Case Merge, and Case Merge for Omni-Channel.

Agents can polish, expand, or summarize case comment drafts in the comment editor, with a refine-with-instructions option driven by an admin-configured prompt template.

Knowledge gets three upgrades: draft articles from any record with custom prompt templates, a similarity score that flags near-duplicate articles, and reusable read-only Knowledge Blocks.

Agentforce Article Recommendations can now detect up to three distinct intents in a case and run a targeted article search for each, merging results into one ranked list.

Wrap-up summaries now generate automatically when a messaging session or voice call ends, with an option to save them without any agent review step.

When an agent loses connectivity mid-conversation and the chat is rerouted, the customer now receives a customizable auto-response explaining what is happening.

A new Grant Access Using Hierarchies setting on queues lets admins decide how far up the role hierarchy queue record visibility extends.

Omni-Channel can now prioritize work by the original request date instead of when the record entered the queue, so aging cases keep their place in line.

Omni-Channel can now route work items at a specified future date and time instead of immediately, useful for follow-ups and time-zone-aware handling.

Messaging sessions can now end automatically after a configurable period of customer inactivity, between 5 and 30 minutes, freeing agent capacity.

Cases created from Experience Cloud sites can now run through your standard case assignment rules automatically, no custom automation required.

The Last Used Date and Times Used fields on email templates now update when a template is sent from the Lightning email composer on a case.

Agentforce can now autonomously handle routine SLA milestone communications-drafting and sending initial responses and status updates based on case progression so agents focus on resolution.

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.