In Part I we covered the new features in Summer 14 for Sales, Salesforce1 and the platform. For Part 2, we covered all of the collaboration features – Chatter, Communities and Work.com enhancements. Now, for Part 3, we’re going to be covering Service Cloud – all of the features supporting it like Case Management, Service Console, Live Agent, Knowledge and Case Feed. All of this information is from the Summer 14 release notes and playing around with the pre-release and sandboxes.
As always, no particular order to these:
- Service Console – Nothing major added to the Service Console, but Summer 14 continues the recent trend of a few updates that improve agent productivity and surfacing of information.
- Related List Component – This is a great feature, and we’ve already been showing it to clients within the sandboxes. Now, right from the console components, you can see the related lists of the Primary object tab of the console. So, if you have the Account as the primary tab, while you’re working on a Case, you don’t need to click over to the Account Detail tab to see what Contacts, Opportunities, Account Teams, etc. the Account has. You can see it right from the sidebar. In addition, you can create right from there. Need a new contact? Right from the related list, click new and you can insert a new Contact without having to click off of your tab. What would be terrific is if from those related lists, you could associate them with the Case – like by clicking on a button beside a Contact or Asset or Entitlement it immediately associates them with the Case you are on. Winter 15? Please?
- Milestone Track Component – From a Console component, you can now add the ability to see a Milestone Tracker. Essentially, this will show the current status of the Milestone on the case with a ticker of how much time is left or overdue on the Milestone. Makes this a lot more visible to the agent.
- Interaction Log Changes – A few small changes to the interaction log. With a single click, you can now add call data from the Softphone to the interaction record. There’s also a new “Clear Log” button that allows you to clear out the log and start over.
- Knowledge Base – Not a big release for the KB, but there is a very interesting Pilot which gives a peek of some big new stuff coming. The pilot is for the next generation KB search salesforce will be rolling out leveraging Apache Solr. In a nutshell, it will be a much smarter and faster search engine for finding relevant articles. Might be an interesting pilot program to get into and looking forward to the general release for it.
- Code Samples – This was in beta in Spring (maybe pilot?), but now you can very easily format a group of text to look like the standard code sample format. Very handy especially for high tech companies.
- Searching Synonym Groups – Synonym management has always been a little pain for an admin. Now, you can search across groups for synonyms and it’ll show how many different groups a synonym belongs to.
- Live Agent – Once again, another strong release for Live Agent. Live Agent continues to improve and without a doubt is a leader (if not the leader) in the chat space. In case you’re considering Live Agent, here’s a little shameless plug for our Live Agent write-up a little earlier in the year.
- Transfer Files – This came out as a Pilot in Spring 14, but is now generally available for Summer 14. Probably the single most requested feature from our Live Agent Customers, it’s great to see this rolled out. It is exactly what it says – now customers can transfer files to agents during a chat session. Once received, the agent can associate to the Case they are working on.
- Transfer Chats to a Queue – Nice new addition. Previously, if you needed to transfer a live chat, you could only transfer directly to another agent, or to a skill group. Now, you can push the customer back into the Queue of a Live Agent Button (so, essentially, you could push them right back into the routing that brought them to the agent to begin with).
- Knowledge One Widget – Live Agent now will use the same Knowledge One widget as the Service Console, which is great news. The Knowledge One widget has been seriously improved over the last few releases – including integration with the PKB and better searching capabilities – and Live Agent had still been using the old widget from almost 2 years ago. Nice to see them jump onto the better widget – and I assume this means going forward they’ll get all the improvements to the widget immediately.
- Auto-close Chat on transfers – Small but nice one. When an agent transfers a chat, the window for the chat they transferred is automatically closed (assuming they don’t need to save any changes)
- Live Agent Deployment API – This one has piqued my interest. With a new API, you can now take information coming in from a pre-chat form and pass it to the KB to contextually search for articles based on that pre-chat data. Nice for the agents as they’ll have articles being suggested immediately. BUT – the big thing that makes me interested is, I wonder if we could use this to present articles to the customer , within the pre-chat form prior to dropping them into the queue. Could be possible to add some case deflection within the pre-chat form with some suggested articles. This will be one I’ll be playing with for sure.
- Case Feed – Big release for Case Feed. We wrote about Why salesforce Service Cloud users should switch to Case Feed a while back, and Summer 14 only strengthens this argument. The features below only work if you’re using Case Feed. If you’re not, you’re missing out on a lot of features that help your agents be more productive.
- Attachment Component – There’s a new component to the Case Feed for Attachments that will allow users to see all of the Attachments from a Case in one easy place. This sounds simple, but this is huge – especially for email support. Currently, if you’re getting emails with attachments and you get multiple per case, it’s pretty painful to drill into the email record to get to the attachment and then back to the case. Yes, there’s a free appexchange salesforce labs app that will detach all of the attachments and put them on the case, but a lot of times you need them on the original email they came from so that doesn’t work. This solves all of that. From one component, view all attachments related to the Case – whether they were in Chatter, in Email records or on the Case itself. Nice and simple but a big productivity gain for the agents.
- Inline Images Fix – In Spring 14, Case Feed rolled out support for Inline Images. While this worked for when a Case Feed user was creating the email, it still didn’t work for when inbound emails had an inline image within them. This is now corrected with Summer 14.
- More Flexible Look & Feel – Case Feed gets a bit of a facelift with Summer 14 allowing agents to control the look and feel much more than below. Highlight panels can now be re-sized, the Publisher can be collapsed and you can even make the feed stretch across the entire page. Each of these are controlled by the user and will be remembered as preferences next time they log in.
- Email Improvements – The Case Feed is already a much strong email interface then the standard “Send Email”. If you’re doing email2case and you’re not using Case Feed you are truly missing out on a lot of productivity like we mentioned above. One of the productivity improvements is how the agent selects Contacts to outbound email to, and this just got even better in Summer 14. The interface now looks like what a lot of email clients are going to – including Outlook and Gmail – where when you put in an email, if it’s recognized it automatically becomes the Contact record. This saves your users a few clicks from having to search for the contact, select the contact and then submit it. You can do this for multiple emails at once as long as they are comma separated. Also, a handy drop-down if that email address matches multiple Contacts. Basically, put in the email and it flips to a dropdown picklist where you can select the right contact. Nice improvement. In addition to the Contact Association, Quick Text is now available within the Email widget for Case feed.
- Case Feed in Salesforce1 – I didn’t cover this in Part 1 when we covered salesforce1 because it is so specific to Service Cloud, but the Case Feed Email functionality is now a widget within Salesforce1. It’s a slimmed down interface (see below) but would allow an agent who is on the road to respond to a case by email very quickly from their mobile device. Up until now, Salesforce1 has been a lot more about Sales than Service (and for good reason), so it’ll be interesting to see how this evolves. A nice first step though, and looking forward to seeing how our customers use this.
- Social Service Moderation – If you’re using the Social Service functionality, you can now review the social posts prior to creating a case. Before it automatically pumped in a Case for each post. Have a triager review the feed first, will be a big help, and now you only create Cases for posts that require them. In addition, when responding, agents using Social Service now have access to Quick Text. Please note, to use this, you need to purchase the Social Hub which leverages Radian6.
- Larger Email Attachments – Simple change, but most needed. Emails can now handle attachments up to 25MB (vs. the old 10MB). This goes for outgoing emails as well as emails received from email2case.
Finally, even though I keep saying we don’t cover Pilot items, salesforce keeps tossing out interesting Pilots that I feel compelled to mention. If you’re a Service Cloud user and you like Topics as much as we do, apply for the Case Experts pilot. From a Service Console component you’ll be able to view the experts that match the topics of the Case you are viewing. All of that topic meta-data is coming together!
That’s it for Summer 14. Another great release. Let us know if you have any questions, and feel free to comment. Thanks again.