Salesforce continues its Lightning Experience campaign -- its updated and enhanced CRM experience -- with today’s release of its next generation Service Cloud.

The move comes a week after the San Francisco-based CRM giant released its major refresh of the Salesforce Sales Cloud, complete with a streamlined, mobile friendly user interface. 

Now Salesforce is updating its Service Cloud, which caters to customer service agents and their managers. The company released its new Service Cloud Lightning Console and a new Service Wave Analytics App with the promise it would help customer service agents do their jobs better through improved experiences and analytics.

At Your Service

headshot of bobby amezaga of salesforce

“We’re delivering a platform for innovation,” said Bobby Amezaga, senior director of product marketing for the Salesforce Service Cloud.

A better experience for agents means a better experience for customers, he added. And better analytics for managers can help them take in massive amounts of data and make intelligent decisions more quickly from every device.

Amezaga said the refresh provides "innovation at the platform level and not just at the interface level." Users  can pull in data from different sources to get the rich content they need, he added.

The new Service Cloud Lightning Console includes a “modern, efficient and intelligent experience for agents,” according to Salesforce officials. It’s built on the Salesforce1 Platform and includes:

  • Optimized Lightning Console: Gives agents the ability to speed up actions like creating new contacts, registering products and processing returns without needing to switch screens
  • Productivity Tools: Recommended tools use algorithms to help agents by suggesting relevant knowledge articles, macros and recommended actions from similar cases
  • Routing and Presence: Omnichannel routing and presence enables the right work to be routed to the right agent at the right time

Analytics Analyzed

The new Service Wave Analytics App gives service teams “deeper, more actionable insights” that could help service agents and managers optimize channels, improve agent efficiency and spot or address emerging trends.

Learning Opportunities

It includes KPIs like average handling time, customer satisfaction and first call resolution and connects to Service Cloud workflows and records. Analytics dashboards from Service Wave can give service agents a 360 degree view of the customer.

The new analytics features also include operational data from other customer service systems​ such as call logs, chat history and web clicks.

Service Cloud is now generally available and pricing starts at $135 per user per month. 

The Service Cloud Lightning Console is expected to be generally available by the end of this year and included in the Service Cloud Enterprise Edition or greater. The Service Wave Analytics App is currently in pilot with select customers and expected to be generally available in January 2016. Pricing will be publicly available at the time of general availability.

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