Salesforce Introduces Service Cloud Intelligence Engine

Salesforce.com has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel "smarter customer service with data science." Here's everything you need to know.

Dan Kobialka, Contributing writer

March 9, 2015

2 Min Read
Salesforcecom has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel quotsmarter customer service with data
Salesforce.com has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel "smarter customer service with data science."

San Francisco-based customer relationship management software provider Salesforce.com (CRM) has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel “smarter customer service with data science.”

Mike Milburn, senior vice president and general manager of Salesforce Service Cloud, noted that the Service Cloud Intelligence Engine leverages data science to improve workflows and business processes.

The engine also enables businesses to “deliver seamless customer service across any channel,” Milburn said.

“Now companies are prepared to exceed their customer’s increasingly high expectations for smarter service,” Milburn said in a prepared statement.

The Service Cloud Intelligence Engine’s features include:

  • Intelligent business processes — Businesses can assign cases to call center agents based on skill set, case history, presence or communication channel (email, web, phone, video chat or SMS).

  • Intelligent workload management — Businesses can automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support.

  • Omni-channel customer view — Customers can start a conversation on one channel and transition to another without having to continuously identify themselves.

The Service Cloud Intelligence Engine will be generally available later this year, Salesforce said, and pricing will be announced at the time of general availability.

Salesforce said its Service Cloud is a software-as-a-service-based (SaaS-based) social customer service application that can help companies manage customer information and services.

Click here for Talkin’ Cloud’s Top 100 CSP list

The Service Cloud Intelligence Engine, meanwhile, could help Salesforce better support businesses worldwide.

Salesforce ranked second on last year’s Talkin’ Cloud 100 list of the top 100 cloud services providers (CSPs) and recorded $1.44 billion in revenue during the fiscal 2015 fourth quarter. It also surpassed $5 billion in annual revenue faster than any other enterprise software company, according to Salesforce CEO Marc Benioff.

Share your thoughts about this story in the Comments section below, via Twitter @dkobialka or email me at [email protected].

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About the Author

Dan Kobialka

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Patch.com. Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

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