Top Salesforce Summer '23 Service Cloud Release Features

Salesforce recently released the latest Summer '23 Release features to stay ahead of the curve by making numerous tasks easy and efficient. With the Service Catalog, you can provide sophisticated self-service automation to your partners and customers. In enhanced messaging channels, you can record and send voice messages. For messaging on the web and in apps, include business hours. Utilize flows to connect interactions across all channels between leads, contacts, employees, and personal accounts. Use personalized templates to create Slack broadcast messages for customer service incident management. You can obtain survey responses from unauthenticated guest users through Feedback Management's APIs.

In this blog, we will go through Summer '23 Service Cloud Release Features;

In enhanced messaging channels, provide agents' recommendations for replies.

The Einstein Reply Recommendations feature recommends the fastest text responses to a user's messages and is now accessible on Messaging for In-App and Web and improved messaging channels. In a messaging session, agents can quickly and easily send a suggested reply.

Where: For the Enterprise, Performance, and Unlimited editions of Salesforce Classic, this change affects messaging for In-App and web, as well as enhanced messaging channels in the Lightning Experience. View the required editions.

Who: Salesforce administrators with Customize Application access can activate Einstein Reply Recommendations. Reply Recommendations can be utilized by agents with the Einstein Reply Recommendations User permission configured.

In enhanced messaging, provide agents' recommendations for replies.

The Einstein Reply Recommendations feature recommends the fastest text responses to a user's messages and is now accessible on Messaging for In-App and Web and improved messaging channels. In a messaging session, agents can quickly and easily send a suggested reply.

Where: For the Enterprise, Performance, and Unlimited editions of Salesforce Classic, this change affects messaging for In-App and web, as well as enhanced messaging channels in the Lightning Experience. View the required editions.

Who: Salesforce administrators with Customize Application access can activate Einstein Reply Recommendations. Reply Recommendations can be utilized by agents who have the Einstein Reply Recommendations User permission configured.

How: The Einstein Reply Recommendations from Setup should have this option enabled. In the Einstein Replies component, agents can use models that have been built, reviewed, and published, and then used in actual replies.

Use a service catalog to deliver goods and services.

Your clients' requests for goods and services can now be converted into accepted and documented orders using the Service Catalog, which is now broadly available. Automate routine requests, such as password resets. Until recently, Work.com was the only place to access the service catalog.

Where: It now works with the Enterprise and Unlimited editions of Lightning Experience.

Who: The Service Catalog User Permission Set must be assigned in order to access the Service Catalog.

How: Under Process Automation, choose Service Catalog after typing Service Catalog in the Quick Find box in Setup.

Web Messaging Addition to the Channel Menu

By including a new selection in your channel menu, you may improve your customers' digital experience. Give customers the option to communicate with you using the more recent Messaging for Web experience rather than the outdated Salesforce chat product.

Where: Messaging for the Web is affected by this modification. Look at the necessary editions.

Who: Customize Application access is required in order to add Messaging for Web to your channel menu.

Why: Chat discussions are session-based. Messaging for web conversations can last between browser tabs or messaging channels (changing between in-app and web), and the conversation history is visible after a single exchange.

How: To add a channel to your channel menu, follow the regular instructions and (1) choose Messaging for Web as the channel. (2) To your customers, it appears as a chat.

Take advantage of the improved Slack Conversations experience.

Use the improved Slack Conversations component, which has been designed to look and feel more like Slack, to collaborate on a Slack swarm from Lightning Experience. Messages are left-aligned and timestamped, Slack profile photographs are displayed alongside the message, and users can view and send custom Slack emoticons to maintain consistency between Slack and Salesforce. Users of Slack Conversations can send messages over Slack Connect, examine sophisticated Slack formats like code and code blocks, readily recognize attachments with a file emoji, and even utilize the component while on the road from a tablet.

Where: For Enterprise, Performance, Unlimited, and Developer editions of Service Cloud in Lightning Experience, the app for Slack is compatible. accessible when installed in Slack and authorized for use by a workplace administrator.

Who: A permission set with the following permissions is required for users: Integrate Slack Service User and Salesforce. More rights are needed for some features.

How: Record layouts for objects that enable swarming, such as cases, incidents, or accounts, by adding the Slack Conversations Lightning component. The component can be used by users by selecting a record that has a related Slack chat.

Enhanced Incident Alerts Utility: Keep Up With Incidents

The new All tab in the event alerts utility improves event visibility from everywhere in Salesforce. Now, while maintaining the context of the Salesforce record, incident teams may view all occurrences from a single location, including the most recent instances. Additionally, incident teams can edit, delete, or attach the incident to a case using the default list view without leaving the Incident Alerts utility, which minimizes the need for context switching.

Where: This modification is applicable to Service Cloud's Professional, Enterprise, Performance, Unlimited, and Developer editions of the Lightning Experience.

How: Enable and configure broadcast alerts from the Customer Service Incident Management setup page.

The All tab's default display of the list of incidents is All Incidents. A custom list view can be added from the Incident Alerts utility settings in Lightning App Builder, or you can modify the All Incidents list view filters to display a new list view.

Send work orders to field service personnel.

Work orders can be routed through Omni-Channel using the right field service teams and personnel. To find the best candidates for the job, use business routing rules or Omni-Channel flows.

Where: Enterprise, Unlimited, and Developer editions of Lightning Experience and Salesforce Classic are affected by this change.

Turn off Ref ID and switch to the new email threading behavior.

This upgrade switches email-to-case from ref ID threading to lightning threading. The new email-to-case threading technique does not match incoming emails utilizing ref IDs. They are instead matched using a new security token that is present in the email's subject or content. We also examine the email headers' metadata if no match is discovered. This update takes the place of one that was released in the winter of 21 and has no date set for enforcement.

Where: The Lightning Experience in the Essentials, Professional, Enterprise, Unlimited, and Developer editions is affected by this change.

Why: Token- and header-based threading are combined in Lightning threading to match emails to appropriate cases. Token-based threading, which is similar to Ref ID threading in that it inserts a formatted string into the email body or subject, is now constructed in a fashion that complies with Salesforce security standards. New outbound emails don't contain a ref ID when Lightning threading is enabled.

Are you ready to implement the latest Service Cloud features into your system? Wait no more and get in touch with our seasoned experts at Apphienz. Visit our website to know more and write to us in case of any queries.