Get more out of your Agentforce Service investment. Find out how to optimize your service ops with our newest omni-channel innovations from intelligent routing & orchestration to rep capabilities.
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3 Tips to Level Up Your Omni-Channel Service Strategy
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, Director of Product Management, Salesforce
, Senior Product Manager, Salesforce
Role: Service
Product: Agentforce Service, Agentforce
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Theater
Session Summary: This session highlighted how Salesforce's omnichannel solutions, powered by AI and Agentforce Voice, are evolving to meet changing customer service needs. Key innovations include unified routing with omnichannel, enabling consistent logic and seamless blending across all channels, and the introduction of new features like routing by SLA with target acceptance dates and improved capacity models. The unified inbox was emphasized as a transformative tool for reps, allowing them to manage synchronous and asynchronous tasks efficiently while boosting resolution times and customer satisfaction. Attendees were encouraged to transition to enhanced omnichannel to leverage over 15 new features and prepare for the deprecation of standard omnichannel in June, ensuring access to the latest advancements in customer service operations.
Key Takeaways:
• Unified routing now allows omnichannel to serve as a single routing engine for all channels, including voice, enabling consistent workflows and better channel blending.
• The new target acceptance date feature allows routing by SLA, improving prioritization and ensuring critical cases are addressed promptly while reducing the need for customizations.
• The unified inbox enhances the rep experience by centralizing work across channels, supporting both desktop and mobile, and improving onboarding, efficiency, and CSat scores.
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