Salesforce gives Service Cloud a shot of data science

New features aim to help companies be smarter in customer interactions

Salesforce Service Cloud Intelligence Engine

Salesforce Service Cloud Intelligence Engine

Data-science and analytics capabilities are popping up with increasing frequency in enterprise applications of virtually every shape and size, and Salesforce's CRM platform is no exception. Barely a week after adding a new predictive decision-making feature to its Marketing Cloud, it's now added a new Intelligence Engine for Salesforce Service Cloud that's designed to improve how service reps interact with customers.

A new Intelligent Business Processes feature, for example, allows companies to dynamically assign cases to agents based on skill set, case history, presence or the particular communication channel through which the case was born.

Using workflow automation, the feature can also trigger any business process, such as escalating cases beyond the support department to sales or marketing. Particularly promising sales leads, for example, can be distributed to the top-performing teams or individuals equipped to upsell.

Intelligent Workload Management, meanwhile, allows companies using Service Cloud to automatically distribute and manage agent workload in response to demands for multichannel support. Specifically, rather than relying on a manual process to fill an agent's queue with cases, Intelligent Workload Management will automatically distribute cases to agents based on their expertise and current workload. If an agent is involved in a video chat consultation, for instance, Service Cloud will temporarily suspend pushing cases to that agent.

Finally, Salesforce's new Seamless Omni-Channel Customer View is designed to ensure that customers can start a conversation on one channel and transition to another without having to continuously re-identify themselves, rehash the problem or bring a new agent up to speed.

So, a customer with an open email case who then requests a video chat will automatically be routed to the same agent who was handling the case previously.

The new capabilities are not only a way to figure out the best way to address a particular customer's needs at a given point in time, said Denis Pombriant, managing principal at Beagle Research Group. Rather, they go further than that to allow businesses to tailor their customer-facing processes, he said.

"Vendors might crave transactions -- i.e., getting a deal -- but customers really need process, because process is what educates them both about their own needs and about vendor capabilities," Pombriant explained. "Using marketing analytics to identify exact customer needs from a variety of data sources provides the vendor with an automated approach to first understanding the customer and then to prescribing the right solution."

Such functionality is missing from a lot of automated systems, many of which "focus on transactions but forget about process," he said.

Service Cloud is priced at $135 per user, per month. The new Intelligence Engine feature will be generally available later this year; pricing is yet to be announced. Salesforce customers interested in joining a pilot program should contact their account executive.

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Tags salesforceCustomer Relationship Managementapplicationssoftwarecloud computingSoftware as a serviceinternet

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?