In today’s connected world, sales management is much more involved with customer service and success than ever before. Quality service interactions can be a potential revenue driver, and a seamless experience from sales opportunity to long-term customer is essential.
That’s why Salesforce is enhancing the service capabilities of its CRM with artificial intelligence. This week, the company unveiled Service Cloud Einstein, empowering service interactions with AI to create a better customer experience. Here’s what leaders in service and sales management need to know.
What sales management should know about Service Cloud Einstein
- Einstein Supervisor: This feature pulls together real-time data, insights and AI analytics so that service managers can maximize employee productivity and customer satisfaction. Service or sales management can make smarter decisions with real-time information like agent availability, queues and wait times.
- Einstein Case Management: Service employees can spend more time resolving customer issues with Einstein Case Management. Machine learning will automatically escalate and classify cases as they come in, while relevant information including helpful articles or videos is collected for the service agent to share with customers.
- Intelligent Mobile Service: Mobile agents can provide more personalized, efficient service with a connected service app on iOS and Android. Advanced algorithms in the app optimize scheduling and routing. Intelligent Mobile Service also delivers real-time access to CRM data offline, even when workers don’t have cell coverage.
Intelligent Mobile Service is generally available as of today. Also referred to as Field Service Lightning, pricing starts at $150 per user, per month for companies that have at least one Enterprise or Unlimited Edition Service Cloud license.
Einstein Case Management will be available later this year. Pricing will be announced at that time. Einstein Supervisor integrates three currently available features: Omni-channel Supervisor, Analytics Cloud’s Service Wave analytics app and Smart Data Discovery.