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 newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags salesforceCustomer Relationship Managementapplicationssoftwarecloud computingSoftware as a serviceinternet

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

Cool Tech

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Breitling Superocean Heritage Chronographe 44

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?