Deliver smarter, more efficient customer service with improved proactive detection, AI-guided troubleshooting, real-time personalization, and streamlined Self-Service. Enhanced detection tools, interactive troubleshooting, unified profiles, Activity Timelines, and a personalized Pending Task banner create more contextual experiences, while Agentic Portals offer accurate session-based AI billing and faster Dynamic Q&A, boosting responsiveness and reducing support needs.
- Build Proactive Service Scenarios with the New Detection and Segmentation UI
Configure the what and who of proactive service scenarios with a new detection UI that helps you define event-based or scheduled triggers and dynamically identify affected customers. This capability completes the detection stage of the Proactive Service lifecycle and supports rule-based outreach powered by Data Cloud and event activity. - Guide Your Users Through Interactive Troubleshooting for Proactive Scenarios
Help service reps proactively resolve customer issues by generating AI-driven troubleshooting plans when no automation exists. Service reps define a scenario prompt during campaign planning, and Agentforce Service agent uses it to guide customers through a tailored troubleshooting session after they open an outreach. This approach broadens coverage of proactive issues, accelerates resolution, and captures conversation traces to improve future troubleshooting plans. - Give Your Users Personalized Self-Service with a Unified Customer Profile
Surface a real-time, unified customer profile to deliver personalized, context-aware self-service. You can read up-to-date attributes, activity history, and insights like sentiment and automatically write new activity data as users interact. Your users benefit from fewer forms to fill out, faster completion, and a more relevant self-service journey. - Help Experience Cloud Site Users Track Their History with a Personalized Activity Timeline Wrapper
Give your Experience Cloud site users a clear view of their activity history with an in-page timeline wrapper that highlights logins, case updates, messages, Website Engagement, and Web Search Engagement events. Site members can quickly understand what has happened, where they left off, and what has changed since their last visit, without navigating multiple pages. - Guide Experience Cloud Site Users with a Proactive Pending Task Banner
The personalized Pending Task banner on the Experience Cloud site homepage helps users see and act on high-priority tasks as soon as they log in. These recommendations are based on the user’s profile, recent activity, and AI-powered insights. - Bill AI Self-Service Usage More Accurately with Session-Based Tracking
Get more accurate billing for AI powered Self Service activity by tracking usage per authenticated login session.This feature groups all AI interactions, like Knowledge Article Summary or Dynamic Q&A within a single session, providing usage reports that reflect how customers engage with Agentic Portal features. - Improve Dynamic Q&A Performance with Persisted Questions and Answers for Authenticated Users
Dynamic Q&A now loads faster and reduces Large Language Model (LLM) calls by persisting generated questions and answers for authenticated users. Previously, Dynamic Q&A regenerated a new set of questions each time an authenticated user viewed an article. The feature now stores the generated questions, which improves performance and gives users quicker access to relevant answers. - Monitor Proactive Service Campaign Performance
Gain a unified view of your service campaign performance with the campaign analytics dashboard. You can monitor outreach, open rates, completion rates, bounce rates, and individual customer progress to assess campaign health and week-over-week trends. Use these insights to identify issues, follow up with customers, and measure campaign return on investment (ROI).