Salesforce Brings More Automation, Other Upgrades to Customer 360
This marks the first in what will be a series of announcements as the company gears up for Dreamforce.
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Sales teams need to deliver accurate forecasts. For that, they need qualified leads. So, Salesforce has launched Einstein Bot for Sales.
Einstein is more than six years old at this point. But Salesforce says adding the artificial intelligence technology to Sales Cloud generates better leads and accelerates pipelines. The Einstein bot also answers customer questions, connects them to the right sales rep through Slack and automatically schedules meetings.
There’s also the addition of Enablement. This is a data-driven coaching module for sales managers to use with their charges. Salesforce says Enablement automatically tracks achievement milestones and delivers training programs.
Even as staffing shortages remain the norm, customer expectations are rising. Salesforce says it has a solution to this conundrum via additions to its contact center software.
Now, Service Cloud Contact Center provides real-time data. This helps agents better serve customers across all channels, particularly due to AI-powered recommendations, Salesforce says.
Salesforce also has bolstered Service Cloud with a catalog for automating common or frequent service requests — think refunds or subscription plan changes. This saves agents time and lets users get what they need through a storefront type of experience.
Finally, Flow Automation Packs help automate the life cycles of various tasks, such as incident ticket management and customer onboarding.
Salesforce says Marketing Cloud users are getting real-time personalization and automated engagement. Those will come in the form of an Account Engagement API update, which enables new integrations with Customer Data Platform and external segmentation tools. This lets marketers create and share segments with Customer Data Platform for more personalization. Salesforce says marketers also can engage across channels (video, email, mobile).
Commerce Cloud now comes with the so-called Composable Storefront. This lets retailers take a “headless” approach. That means they can offload the management of site hosting, security and scalability, according to Salesforce. Users can create custom commerce experiences for any device or application without deploying costly architecture.
In addition, Commerce Cloud now has the Store Associate app. This bridges the gap, per Salesforce, between digital and physical shopping. It delivers automatic customer insights and inventory levels to store associates, turning the store into a fulfillment center.
Salesforce has imbued other parts of its platform with more automation. Here they are:
MuleSoft Direct for Industry Clouds: Here, Salesforce administrators can enable pre-built connectivity use cases directly in Salesforce that MuleSoft developers customize and maintain in Anypoint Platform. This cuts implementation time from months to days, according to Salesforce.
Flow for Industries: These automation tools now come with Manufacturing Cloud, Health Cloud, and Financial Services Cloud. They let organizations simplify the build and delivery of branded and automated experiences.
Composable Case Management for Public Sector: This allows government caseworkers to automate case intake and eligibility determination, digitize case documentation and use data to ensure better outcomes.
Salesforce has imbued other parts of its platform with more automation. Here they are:
MuleSoft Direct for Industry Clouds: Here, Salesforce administrators can enable pre-built connectivity use cases directly in Salesforce that MuleSoft developers customize and maintain in Anypoint Platform. This cuts implementation time from months to days, according to Salesforce.
Flow for Industries: These automation tools now come with Manufacturing Cloud, Health Cloud, and Financial Services Cloud. They let organizations simplify the build and delivery of branded and automated experiences.
Composable Case Management for Public Sector: This allows government caseworkers to automate case intake and eligibility determination, digitize case documentation and use data to ensure better outcomes.
Ahead of its Dreamforce event next week, Salesforce is talking up enhancements to its Customer 360 platform.
Citing inflation, supply chain problems and labor shortages, Salesforce on Wednesday said that, now, more than ever, companies require technology that makes operations more efficient and employees more productive. To that end, Customer 360 soon will feature more extensive automation,
David Schmaier is president and chief product officer at Salesforce.
Salesforce’s David Schmaier
“In times of uncertainty, it’s critical for companies to focus on greater intelligence and efficiency while staying flexible and resilient to external pressures and changes in customer expectations,” said Schmaier. “With Salesforce Customer 360, businesses can automate to save time and money so they can spend their valuable resources on what matters: driving intelligent and personalized customer and employee experiences.”
Customer 360, of course, is not a new platform. But Salesforce has beefed up the software with a variety of capabilities. Sales teams, contact centers, marketing professionals, retailers, government workers and more benefit from the advancements.
Salesforce channel partners will want to understand the enhancements to better guide clients. As Salesforce itself noted, its partner ecosystem is “equipped to implement these solutions tailored to individual business needs, enabling automated and intelligent interactions that enhance the overall customer experience.”
See our slideshow above for a look at the new Customer 360 upgrades.
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