Service

Service Cloud is now Agentforce Service. You may see references to Service Cloud in our application and documentation. Learn about the latest features from Service to supercharge productivity across your organization. Service features are released as often as monthly, so check here for the latest information.

May '26

Product Area	Release Notes
Knowledge	Elevate Your Knowledge Experience with Salesforce Enterprise Knowledge (Generally Available)

April '26

Product Area	Release Notes
Agentforce IT Service	Monitor Enterprise CI Usage with CMDB Enterprise and Digital Wallet
Agentforce IT Service	Restore Incident Creation for Customer Community Plus Users
Service Insights	Get Real-Time Data with My Service Performance Dashboard

March '26

Product Area	Release Notes
Einstein for Service	Send Service Responses Faster with Agentforce Article Recommendations
Messaging	Create Dynamic WhatsApp Messaging Content End Conversations from the Messaging Session List View CHANGED:Prevent Reps from Disconnecting Conversation History CHANGED: Accept Clearer Terms and Conditions in Enhanced Chat Convert Approved SMS Codes to SMS Channels in Service Cloud Manage Activation and Deactivation of Enhanced Messaging Channels in Bulk Support for Migration of SMS Channel Metadata from Sandbox to Production and Vice Versa Manage Brands, Campaigns, and SMS Code Requests from Production Only Process Payments Seamlessly in WhatsApp Conversations
Salesforce Voice with Telephony Providers	Track Your Telephony Models with New Salesforce Voice Names
Agentforce IT Service	CHANGED: New and Changed GraphQL APIs in Configuration Management Database Access Multiple Service Catalogs Directly from Microsoft Teams

February '26

Product Area	Release Notes
Salesforce Voice	Directly Procure and Manage Numbers and Channels Streamline Communication with WhatsApp Voice Calls Scale Support Capacity by Integrating AI Agents Align Your Brand Voice Using Configurable In-Call Media Streamline Service Operations with Interactive Voice Response Increase Outreach Efficiency with Integrated Calling Tools Stay Compliant by Recording and Transcribing Calls Simplify Agentforce Contact Center Feature Discovery and Setup
Agentforce IT Service	Streamline CMDB Setup with Explicit Tenant Provisioning
Messaging	Manage Messaging Costs with Salesforce Message Credits Avoid Surprises with New License Checks in Messaging Replace your Messaging Permission Set License Increase Rep Efficiency by Ending or Inactivating Messaging Sessions from Your Partner System
Salesforce Voice with Telephony Providers	Get the Latest Amazon Connect Contact Center Version 20.1

January '26

Product Area	Release Notes
Agentforce IT Service	Service Management Self-Service Salesforce Go AI for IT Teams and Employees Collaboration Channels Configuration Management Database and Service Graph Discovery for Salesforce CMDB and Service Graph Automation and Productivity
Agentforce Service Assistant	Draft Service Plans in Service Rep's Preferred Language Add More Context to Service Plans with Messaging Session and Voice Call Record Grounding Draft Comprehensive Service Plans with Expanded Data Access Use Case Feed as the Latest Grounding Source to Strengthen Service Plans
Agentforce Employee Agent	Boost SLA Compliance by Using Agentforce SLA Summary
Case Management	Gain Instant Case Context with Case Timeline Use Quick Text in Case Comments Easily View Original Case Attachments (Removed)
Email	Email Across Languages with Real-Time Translations Agent Session Continuity is Improved for Case-Related Email Threads Inbound Limit for Service Agent Emails is Extended Email Composer is Modernized with New Button Colors
Messaging	Accept Clearer Terms and Conditions in Enhanced Chat Save Money by Hiding the Real-Time Translations Preview Bar Protect Service Reps’ Privacy in Business-Initiated Outbound Messaging Educate Service Reps About Chat Exit Behavior Take Ownership of your Data Residency on Unified WhatsApp Increase Familiarity and Rapport in WhatsApp with Read Receipts and Typing Indicators Review De-Duplication Activity for Unified WhatsApp Improve Security in Bring Your Own Channel by Migrating to an External Client App Maintain Service for Your Bring Your Own Channel Integration by Migrating Settings Fields Legacy Chat Is Being Retired
Salesforce Voice with Telephony Providers	Scale Your VoiceCall Object with More Custom Fields Manage Contact Center Groups and Queues in Bulk Add Flexibility to Unified Routing Transfers by Routing Calls to a Flow Route Voicemails and Desk Phone Calls with Unified Routing Minimize Abandoned Calls with Queued Callbacks for Omni-Channel Unified Routing Use Voicemail Drop for Outbound Calls (Beta) Link Voice Calls to Their Source Records Automatically Get Actionable Error Messages for Failed Outbound Calls Get the Latest Enhancements for Your Amazon Connect Contact Center Update Your United States AWS Billing Address for Accurate Emergency Calling Fees Open CTI Is Scheduled for Retirement
Customer Signals Intelligence	Activate Customer Insights Faster Customize Out-of-the-Box AI Insights Prompts Process Large Data Volumes
Einstein for Service	Get Role-Based Case Overviews with Enhanced Summaries Work Summaries for Case (Beta) Is Being Retired Track AI Performance with Service AI Adoption & Analytics
Einstein Service Replies	Decrease Response Time for Global Service Representatives with Translate Service Replies
Entitlements and Milestones	Improve SLA Reporting by Using Rule-based Milestone Pause Keep Departments Aligned on SLA Commitments with Bidirectional Milestone Visibility Optimize SLA Compliance by Using Agentforce SLA Summary
Feedback Management	Enhance Survey Readability with Revamped Matrix Questions View Save Partial Survey Responses for up to 999 days Save Partial Survey Responses from Guest Users Customize Your Surveys with Custom CSS
HR Service	Improve Employee Experience with New Unified Employee License for HR Service Strengthen Employee Trust with Confidential Case Reporting
Knowledge	Organize Articles and Improve Navigation with Knowledge Maps (Generally Available) Get More Done in the Lightning Article Editor Unified Knowledge Is Being Retired Identify and Address Gaps in Your Knowledge Base with Self Learning Knowledge (Generally Available)
Self Service	Build Proactive Service Scenarios with the New Detection and Segmentation UI Guide Your Users Through Interactive Troubleshooting for Proactive Scenarios Give Your Users Personalized Self-Service with a Unified Customer Profile Help Experience Cloud Site Users Track Their History with a Personalized Activity Timeline Wrapper Guide Experience Cloud Site Users with a Proactive Pending Task Banner Bill AI Self-Service Usage More Accurately with Session-Based Tracking Improve Dynamic Q&A Performance with Persisted Questions and Answers for Authenticated Users Monitor Proactive Service Campaign Performance
Service Adoption	Service Setup and Service Setup Assistant Retiring in New Orgs
Routing	Monitor Your Hybrid Service Team with Command Center for Service Route Voice Conversations to External Bots (Removed)

Agentforce Contact Center
Agentforce Contact Center (AFCC) is an AI-first contact center within Salesforce that redefines customer engagement. See what's new in your AI-first contact center.
Agentforce IT Service
Learn about the latest features from Agentforce IT Service, the conversation-first IT service solution. Resolve issues instantly with AI-driven automation to shift from manual ticketing to proactive service. Improve employee productivity by eliminating routine tasks and streamlining IT operations through Slack and Microsoft Teams. Lower operational costs and elevate the employee experience with a unified platform powered by Agentforce.
AI Agents for Service
With AI agents for Service, employees quickly complete common business tasks with Agentforce Employee Agent. Service reps close cases faster using case resolution guidance provided by Agentforce Service Assistant.
Case Management
Give your reps enhanced tools to streamline case management and accelerate communication. Provide instant context through a unified Case Timeline, Quick Text for standardized responses, and original attachment visibility directly on the case record.
Customer Signals Intelligence
Get going faster with a more streamlined setup experience. Empower your reps to address customer needs more effectively with real-time insights. Updated prompts that you can further edit for your specific business needs. Enable faster performance for large data volumes with improved capacity and higher processing limits while reducing costs.
Einstein for Service
Get role-based, AI-generated case overviews with Enhanced Summaries. Track the adoption of Einstein for Service and monitor operational KPIs with the Service AI Adoption & Analytics dashboard. Switch to Enhanced Summaries, as Work Summaries for Case (beta) is scheduled for retirement on June 30, 2026.
Einstein Service Replies
Translate customer replies to inquiries automatically, and have your service reps responses translated automatically for customers.
Entitlements and Milestones
Define rules to automatically pause milestone timers when the next step is outside a service rep's control. Use Agentforce SLA Summary for comprehensive performance analytics. Get real-time visibility into milestone status across parent and child records to ensure better coordination and alignment across all teams contributing to resolution.
Feedback Management
Enable deeper customization and reliability for your surveys. Drive brand consistency using Custom CSS for flexible styling, and ensure better readability on desktops and small screens with the revamped Matrix Survey Question View. You can now configure partial response saving for up to 999 days, and save partial responses automatically for unauthenticated guest users.
HR Service
Onboard new users with Unified Employee License (UEL), a standard license with simplified administration and wall-to-wall coverage that expands feature support for new users. Provide a trusted channel for all employees with confidential case reporting for secure management of workplace issues.
Knowledge
Organize articles hierarchically with Knowledge Maps for easier navigation. Create knowledge articles efficiently with the enhanced Lightning Article Editor. Unified Knowledge retires in Summer ’26, so migrate to Data 360 connectors.
Self Service
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.
Service Adoption
Learn about changes we're making to the Service Setup app and Service Setup Assistant.
Routing
Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.