---
schema_version: "1"
id: d557e447a6ecd21a9cf83443bc5c0418a7b513b2a2a3d544f9f0b1a34b90326f
title: Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_service.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_service.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5927995b5f7045a6dd173359be6381b837e7158b8031dae0a71aacbd9996bf71
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# 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](https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_knowledge.htm&release=260&type=5 "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.") | [Elevate Your Knowledge Experience with Salesforce Enterprise Knowledge (Generally Available)](https://help.salesforce.com/s/articleView?id=release-notes.rn_enterprise_knowledge.htm&release=260&type=5 "Unify all your organizational knowledge and modernize your knowledge experience with Salesforce Enterprise Knowledge powered by Data 360. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. By leveraging Data 360’s unified data and search infrastructure, it enhances Service Cloud’s knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge. This feature, which is now generally available, includes some changes since the Beta release.") |

## April '26

 
| Product Area | Release Notes |
| --- | --- |
| [Agentforce IT Service](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&release=260&type=5 "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.") | [Monitor Enterprise CI Usage with CMDB Enterprise and Digital Wallet](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_cmdb_digital_wallet.htm&release=260&type=5 "Track Enterprise configuration item (CI) usage with the CMDB Enterprise add-on. Enterprise configuration items represent any CI that isn’t an end-user endpoint, such as servers, cloud resources, application services, and network devices. Digital Wallet provides visibility into active Enterprise CIs so you can monitor usage and understand how your environment evolves.") |
| [Agentforce IT Service](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&release=260&type=5 "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.") | [Restore Incident Creation for Customer Community Plus Users](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice_etoinc.htm&release=260&type=5 "Resolve automated flow failures that prevented Customer Community Plus users from creating incidents via email or the portal. By correctly populating the Reported By field with Person Account records, the system now ensures incidents are properly linked to the employee’s profile and visible in the My Reported Incidents list view. The underlying flow logic now validates both User and Person Account objects, restoring full Email-to-Incident functionality and maintaining a seamless support experience for all portal users.") |
| [Service Insights](https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights.htm&release=260&type=5 "Equip service reps with an all-in-one look at their workload using the My Service Performance dashboard.") | [Get Real-Time Data with My Service Performance Dashboard](https://help.salesforce.com/s/articleView?id=release-notes.rn_servins_performance_dashboard.htm&release=260&type=5 "Provide your service reps with a consolidated view of their work with the My Service Performance dashboard. This dashboard shows key metrics like resolution times, and case load in real time. Reps can use these insights to track progress against benchmarks and manage their workload more effectively.") |

## March '26

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e189">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e192">Release Notes</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e189 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_service.htm&amp;release=260&amp;type=5" title="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 &amp; Analytics dashboard. Switch to Enhanced Summaries, as Work Summaries for Case (beta) is scheduled for retirement on June 30, 2026.">Einstein for Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e192 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_article_recommendations_case_conversations.htm&amp;release=260&amp;type=5" title="Help your service reps quickly address customer messaging and voice conversations by automatically suggesting relevant knowledge articles. Agentforce Article Recommendations use Data Cloud vector search to match case context against your knowledge base, so service reps spend less time hunting for answers.">Send Service Responses Faster with Agentforce Article Recommendations</a></td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e189 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=260&amp;type=5" title="Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.">Messaging</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e192 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_dynamic_whatsapp_flows.htm&amp;release=260&amp;type=5" title="Go beyond simple data collection. Transform your WhatsApp Flows into dynamic, data-driven experiences to drive higher customer engagement and conversion rates. Based on input data and user responses, adapt the message content and screens. For example, offer personalized interest rates based on the user’s credit history or dynamically render the next screen in a WhatsApp Flow based on a user’s response in the previous screen.">Create Dynamic WhatsApp Messaging Content</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_reinstate_end_conversation.htm&amp;release=260&amp;type=5" title="You asked, we listened. We brought back the End Conversation menu option in the Messaging Session list view of a Messaging User record for Enhanced Messaging. When you select End Conversation, the messaging session is ended, and any future messaging sessions that are initiated by the end user aren’t stitched back to it in a cohesive conversation history.">End Conversations from the Messaging Session List View</a></li>

                <li>CHANGED:<a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_end_conversation.htm&amp;release=260&amp;type=5" title="To preserve conversation history in Enhanced Messaging, we removed the End Conversation menu option from the list view for messaging sessions. Selecting this option prevented future messaging sessions for an end user from being stitched to existing messaging conversation history, which worked against the asynchronous promise of Enhanced Messaging. This menu option is still available in messaging sessions for Enhanced Chat.">Prevent Reps from Disconnecting Conversation History</a></li>

                <li>CHANGED: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_ec_terms_and_conditions.htm&amp;release=260&amp;type=5" title="Read and accept a modernized Terms and Conditions page for Enhanced Chat channels. When you create your first Enhanced Chat channel, you’re prompted to accept terms and conditions only once per Salesforce org. Get the information you need quicker with shorter, simplified text and links.">Accept
                    Clearer Terms and Conditions in Enhanced Chat</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_sms_code_conversion.htm&amp;release=260&amp;type=5" title="You can now convert your approved SMS codes to SMS channels in bulk or individually from Setup.">Convert Approved SMS Codes to SMS Channels in Service Cloud</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_sms_bulk_activation.htm&amp;release=260&amp;type=5" title="You can now activate and deactivate enhanced SMS messaging channels in both sandbox and production environments, either in bulk using a CSV file or individually at the record level.">Manage Activation and Deactivation of Enhanced Messaging Channels in Bulk</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_metadata_migration.htm&amp;release=260&amp;type=5" title="You can now migrate SMS channels metadata from a sandbox org to a production org using metadata APIs and the tools that you're comfortable with.">Support for Migration of SMS Channel Metadata from Sandbox to Production and Vice Versa</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_sms_regulatory_compliance.htm&amp;release=260&amp;type=5" title="Your changes to brands, campaigns, and SMS code requests are now restricted to production environments.">Manage Brands, Campaigns, and SMS Code Requests from Production Only</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_whatsapp_payments.htm&amp;release=260&amp;type=5" title="Process your payments instantly and seamlessly in WhatsApp while having a conversation with your customer. The Payment Messaging component now supports WhatsApp. Sales reps can now send secured direct payment requests to customers.">Process Payments Seamlessly in WhatsApp Conversations</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e189 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&amp;release=260&amp;type=5" title="Explore the latest Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over the phone.">Salesforce Voice with Telephony Providers</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e192 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scv_rename.htm&amp;release=260&amp;type=5" title="As Service Cloud Voice becomes Salesforce Voice to take advantage of the latest AI innovations and capabilities, we are also renaming its underlying telephony models. We group these models as Salesforce Voice with Telephony Providers to distinguish them from our native Salesforce Voice. We have updated the name on the landing page, but updates to the UI and documentation are in progress. You still see the previous names in the app and documentation until we fully replace them. There's no setup required, and the updated names appear automatically as they roll out.">Track Your Telephony Models with New Salesforce Voice Names</a></td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e189 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&amp;release=260&amp;type=5" title="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.">Agentforce IT Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e192 ">
              <ul>
                <li>CHANGED: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_cmdb_graphql_api_resources.htm&amp;release=260&amp;type=5" title="Use the GraphQL API to query, search, and manage configuration items in the Agentforce IT Service configuration management database (CMDB).">New and Changed GraphQL APIs in Configuration Management Database</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_chanls_msteams_multisrvcctlg_xml.htm&amp;release=260&amp;type=5" title="Provide your employees with a unified experience by linking multiple service catalogs to the Salesforce IT Service app in Microsoft Teams. This update allows your users to browse and request various IT services, hardware, software, and facilities without leaving their collaboration workspace.">Access Multiple Service Catalogs Directly from Microsoft Teams</a></li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## February '26

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e383">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e386">Release Notes</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e383 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_salesforce_voice.htm&amp;release=260&amp;type=5" title="Manage every part of voice communication, from procurement to post-call analysis, with Salesforce’s new built-in voice offering. You get complete unification with Omni-Channel routing and simplified presence synchronization for your service reps. This unified experience is powered by several critical, seamlessly integrated components built directly on the Salesforce platform. Enjoy deeper customization, tighter alignment, and the ability to fully leverage Agentforce capabilities.">Salesforce Voice</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e386 "><a name="rn_service__ul_iwc_js5_j3c"><!-- --></a>
              <ul id="rn_service__ul_iwc_js5_j3c">
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_number_management.htm&amp;release=260&amp;type=5" title="Procure and configure new phone numbers in a few simple steps, eliminating setup delays and external vendors. Configure your default Caller Line Identification (CLI) so that your service reps can begin making calls immediately. Create an optimized customer service experience by routing inbound communications from various channels, like phone, SMS, and WhatsApp, to queues or flows.">Directly Procure and Manage Numbers and Channels</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_wa_voice.htm&amp;release=260&amp;type=5" title="Streamline support workflows, reduce telecommunication costs, and deliver a streamlined communication experience by enabling digital voice calls initiated directly from WhatsApp. Service reps can manage these calls alongside other channels in a unified Service console. This feature helps improve first-call resolution and customer satisfaction.">Streamline Communication with WhatsApp Voice Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_iva.htm&amp;release=260&amp;type=5" title="Reduce costs and customer wait time by using Agentforce Service agents to handle repetitive requests 24 hours a day. Your service reps can focus on more complex, high-value interactions‌.">Scale Support Capacity by Integrating AI Agents</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_manage_media.htm&amp;release=260&amp;type=5" title="Deliver a consistent, professional, and compliant caller experience while giving admins full control over in-call audio. Admins can configure, organize, and assign media file URLs for greetings, announcements, and hold music. This feature makes it easier to apply branded and compliance-related audio across multiple interaction points.">Align Your Brand Voice Using Configurable In-Call Media</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_ivr.htm&amp;release=260&amp;type=5" title="Reduce service rep workload for low-complexity issues, reduce customer wait times and transfer rates, and improve first-call resolution with Interactive Voice Response (IVR). Your customers can use self-service options for simple tasks while also making sure that they’re intelligently routed to the correct service rep or department.">Streamline Service Operations with Interactive Voice Response</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_agent_exp.htm&amp;release=260&amp;type=5" title="Equip your reps to make calls effortlessly via a dial pad, copy-paste, or a simple click-to-call function. This integrated approach not only increases your team's efficiency and reduces misdials, but also captures all call activity. With this data, you can better analyze and optimize your outreach strategies, leading to more effective sales engagement and an improved customer experience.">Increase Outreach Efficiency with Integrated Calling Tools</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_record_and_transcribe_calls.htm&amp;release=260&amp;type=5" title="Remove dependency on third-party telephony partners and fulfill critical operational and compliance needs. Use transcription and recording to evaluate and train your service reps, maintain an authoritative record for dispute resolution, and adhere to regulatory compliance requirements. For granular recording and transcription capabilities, add specific actions to Omni-Channel flows.">Stay Compliant by Recording and Transcribing Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_setup_on_go.htm&amp;release=260&amp;type=5" title="With Salesforce Go, you can discover, set up, configure Agentforce Contact Center features all from a single location in Setup. Learn more about features and get help with configuration by accessing content resources and links.">Simplify Agentforce Contact Center Feature Discovery and Setup</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e383 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&amp;release=260&amp;type=5" title="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.">Agentforce IT Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e386 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_cmdb_provisioning.htm&amp;release=260&amp;type=5" title="Provision CMDB and Service Graph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses and services. Complete provisioning before configuring CMDB in Salesforce Go. Monitor provisioning status and retry if a previous attempt failed.">Streamline CMDB Setup with Explicit Tenant Provisioning</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e383 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=260&amp;type=5" title="Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.">Messaging</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e386 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_credits.htm&amp;release=260&amp;type=5" title="Optimize your messaging budget by switching to the new Salesforce Message Credits for WhatsApp and SMS. It tracks your WhatsApp and SMS consumption in real time through a single pool of credits that's applicable across Service and Marketing. You move away from bundled add-ons and pay for exactly what you use, with all messaging data integrated directly into your Salesforce Digital Wallet.">Manage Messaging Costs with Salesforce Message Credits</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_checks.htm&amp;release=260&amp;type=5" title="During messaging channel setup, we now let you know if you’re missing or running low on brand licenses, campaign licenses, or SMS lease licenses, or SMS or WhatsApp message credits. We also show the number of licenses or requests remaining. These messages are visible on the Regulatory Compliance and Messaging Settings pages in Setup.">Avoid Surprises with New License Checks in Messaging</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_psl.htm&amp;release=260&amp;type=5" title="We’re replacing the Messaging User permission set license with a new one named Messaging Unlimited. To avoid interrupting feature access, if you upgrade your Messaging licensing model from Digital Engagement to Agentforce Contact Center Digital, assign the new permission set license to your Messaging users. If you’re still using Digital Engagement, no action is needed.">Replace your Messaging Permission Set License</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_messagingsession_api.htm&amp;release=260&amp;type=5" title="Use the End or Inactivate a Messaging Session API to quickly end or suspend a messaging session, regardless of whether the action is initiated by a messaging end user or your partner system. Reps receive a status notification when a session is ended or inactivated. This allows them to start After Conversation Work (ACW) if enabled and move on to the next session faster.">Increase Rep Efficiency by Ending or Inactivating Messaging Sessions from Your Partner System</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e383 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&amp;release=260&amp;type=5" title="Explore the latest Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over the phone.">Salesforce Voice with Telephony Providers</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e386 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc20_1.htm&amp;release=260&amp;type=5" title="Update your contact center to version 20.1 to unlock the latest Service Cloud Voice features. This version automatically refreshes JSON Web Tokens (JWTs) every five minutes to ensure uninterrupted transcriptions during long calls and provides optimized resource management during stack updates. You also gain improved security updates and advanced health diagnostics for your contact center environment. To test the updates before they go live in production, deploy them to your sandbox first.">Get the Latest Amazon Connect Contact Center Version 20.1</a></li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## January '26

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e594">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138222e597">Release Notes</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&amp;release=260&amp;type=5" title="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.">Agentforce IT Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_srvc_mgmt_parent.htm&amp;release=260&amp;type=5" title="Accelerate service delivery and governance by deploying preconfigured request workflows and direct third-party integrations. Improve release reliability and data accuracy through automated field validations and proactive conflict detection. Prioritize incidents for high-priority users, demote major incidents, convert incidents to service requests, and give your IT team a holistic view of employees.">Service Management</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice_parent.htm&amp;release=260&amp;type=5" title="Transform the employee experience with an AI search-powered portal that unifies the service catalog, knowledge, and asset management. Improve transparency by providing employees with a centralized hub to monitor the real-time lifecycle and activity of their tickets. Streamline IT operations and simplify user access by transitioning to structured service request workflows and a unified employee licensing model.">Self-Service</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_go_it_service.htm&amp;release=260&amp;type=5" title="Accelerate your IT service management configuration with a new automated setup for Enhanced Chat that configures queues, flows, and routing instantly. Take advantage of the two simplified solution bundles to clearly distinguish between core IT processes and an enhanced features such as AI and Analytics. These updated bundles include streamlined initial setup critical components, and sample data to significantly reduce manual configuration time.">Salesforce Go</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce.htm&amp;release=260&amp;type=5" title="Use the predictive intelligence suite to forecast the likelihood of major incidents, SLA breaches, and change failures, and use Einstein to take quick actions that improve IT support reps productivity. Enhancements to proactive assistance and service assistant help IT teams to shift from reactive firefighting to proactive, data-driven risk mitigation. Additional agent actions for employees and IT teams enhance employee satisfaction and streamline your IT processes.">AI for IT Teams and Employees</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_collab_channels.htm&amp;release=260&amp;type=5" title="IT support teams can now access critical CMDB data directly in Microsoft Teams to investigate and triage issues with better context. MS Teams now natively supports approvals, notifications, and record channels, and apps are renamed for better clarity. Transition your Teams workspace from legacy ticketing to a modern, conversational AI experience.">Collaboration Channels</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_cmdb_overviewxml.htm&amp;release=260&amp;type=5" title="Improve configuration accuracy, streamline attribute management, and gain better visibility into service dependencies with new Configuration Management Database (CMDB) enhancements. Use the unified Configuration Item (CI) Attributes Manager to define and organize configuration item attributes and attribute sets from a single workspace. Extend attribute modeling with the type Lookup Relationship to link CIs to important business objects. Highlight important details on CI records with Key Attributes. Configure CI data faster with import improvements. Build tailored service map layouts to visualize dependencies in ways that align with your operational needs. Review and track how CIs change over time by using the CI History tab in a CI record page.">Configuration Management Database and Service Graph</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_discovery_overview.htm&amp;release=260&amp;type=5" title="Automate asset tracking and gain better visibility into configuration item activity with new Discovery enhancements. Integrate Microsoft Intune with Salesforce CMDB to bring more device data into your configuration management processes. Use new Discovery audit fields on configuration items to understand when an asset was first discovered, updated, or rescanned. Review installed software and system components from the new Components tab on each configuration item record. These enhancements improve asset coverage, simplify operations, and give you better insights across your IT environment.">Discovery for Salesforce CMDB and Service Graph</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_automtn_prdctvty_parent.htm&amp;release=260&amp;type=5" title="Accelerate IT service setup and deployment with easy-to-use templates to establish complex assignment rules quickly. Ensure consistent request ownership and eliminate manual bottlenecks by automatically routing service requests to the correct users or queues. Improve response times and keep teams informed by delivering targeted service notifications and timely updates directly within Microsoft Teams.">Automation and Productivity</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_ai_agents_sa.htm&amp;release=260&amp;type=5" title="Expand the capabilities of Agentforce Service Assistant by adding the Case Feed and Messaging Session and Voice Call records as grounding sources to improve service plan accuracy and relevance. We've also added translation support, allowing service plans to be presented in the service rep's preferred language.">Agentforce Service Assistant</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sp_translation.htm&amp;release=260&amp;type=5" title="Have service reps work Cases faster using service plans that are translated into their preferred language. When service reps draft a service plan, the plan is generated in your company’s preferred language. Additionally, when have Real-Time Translations enabled, the service plan is then translated into the service rep's preferred language.">Draft Service Plans in Service Rep's Preferred Language</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sp_mvg.htm&amp;release=260&amp;type=5" title="Enhance the accuracy and details of service plans by grounding Service Assistant in Messaging Session and Voice Call records. When these records are attached to a case, Service Assistant analyzes the transcripts to create a case summary that summarizes what took place in the conversation and drafts a service plan that continues from where the conversation ended. The grounding process boosts rep productivity by ensuring the service plan continues exactly from where the prior interaction left off and avoids repeating steps and manual context gathering.">Add More Context to Service Plans with Messaging Session and Voice Call Record Grounding</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sp_data_access.htm&amp;release=260&amp;type=5" title="Service Assistant now drafts all service plans based on the permissions of the ServicePlanner User (the digital agent), rather than the individual service rep. This ensures that every service plan contains the most detailed information, regardless of an individual rep's field-level access or sharing rules.">Draft Comprehensive Service Plans with Expanded Data Access</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sp_case_feed_grounding.htm&amp;release=260&amp;type=5" title="Adding Case Feed data to Service Assistant improves the accuracy and relevance of Service Plans. This richer, more contextual case activity enables the assistant to deliver more informed, relevant recommendations.">Use Case Feed as the Latest Grounding Source to Strengthen Service Plans</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_employee_agent.htm&amp;release=260&amp;type=5" title="Master SLA performance and compliance with the comprehensive Agentforce SLA Summary.">Agentforce Employee Agent</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 "><a name="rn_service__ul_h5f_z3f_nhc"><!-- --></a>
              <ul id="rn_service__ul_h5f_z3f_nhc">
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_sla_summary.htm&amp;release=260&amp;type=5" title="Get a complete view of your Service Level Agreement (SLA) performance with Agentforce SLA Summary. Track essential metrics including SLA breach data and trends, milestone performance, and service representative workload and efficiency. Quickly identify risk indicators, monitor average response and resolution times against defined targets, and identify records that are closest to missing an SLA.">Boost SLA Compliance by Using Agentforce SLA Summary</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_case_management.htm&amp;release=260&amp;type=5" title="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.">Case Management</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_case_timeline.htm&amp;release=260&amp;type=5" title="Give your reps a single, unified, and intelligent timeline component for cases. This new component replaces the current fragmented collection of feeds and related lists with a single curated view of case-related events. Reps get instant context with a proactive workspace that intelligently organizes customer conversations, internal team collaboration, and key case milestones. The new timeline brings together channels like emails, chats, and messages into a clean, threaded view.">Gain Instant Case Context with Case Timeline</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_quick_text_in_case_comments.htm&amp;release=260&amp;type=5" title="With Quick Text, reps can quickly add predefined text snippets, including dynamic merge fields to Case Comments. Quick Text standardizes internal and external communication, keeps notes consistent, and saves time by reducing repetitive manual typing.">Use Quick Text in Case Comments</a></li>

                <li>Easily View Original Case Attachments (Removed)</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email.htm&amp;release=260&amp;type=5" title="Enhancements include new and updated features for Service Email.">Email</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email_translation.htm&amp;release=260&amp;type=5" title="Let service reps translate Service Email conversations, expanding customer support across languages. A rep can translate an end user’s email into the rep’s language, as well as translate their response into the end user’s language before sending. Previously, a Service Email rep had to speak the same language as an end user in order to assist.">Email Across Languages with Real-Time Translations</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email_session.htm&amp;release=260&amp;type=5" title="An Agentforce Agent session now remains associated with a case and all of its related emails over a three-day period. This preserves crucial information and context variables, such as the variables set by previous actions. Previously, a new session was opened for every inbound email, causing AI to lose conversation history and requiring repeated reinterpretation of earlier interactions.">Agent Session Continuity is Improved for Case-Related Email Threads</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_inbound_limit.htm&amp;release=260&amp;type=5" title="Inbound emails handled by the Service agent count against your Agentforce for Service on Email daily transaction limit, which is 5,000 by default. You can ask Salesforce Customer Support to raise this limit. Previously, this checked against the org's single email limit, which is shared with Apex and flow emails.">Inbound Limit for Service Agent Emails is Extended</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email_composer.htm&amp;release=260&amp;type=5" title="As part of a TinyMCE upgrade, the email composer button icons changed from grey to blue. This brings the composer up to our Salesforce Lightning Design System standards.">Email Composer is Modernized with New Button Colors</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=260&amp;type=5" title="Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.">Messaging</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_ec_terms_and_conditions.htm&amp;release=260&amp;type=5" title="Read and accept a modernized Terms and Conditions page for Enhanced Chat channels. When you create your first Enhanced Chat channel, you’re prompted to accept terms and conditions only once per Salesforce org. Get the information you need quicker with shorter, simplified text and links.">Accept Clearer Terms and Conditions in Enhanced Chat</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hide_translation_preview.htm&amp;release=260&amp;type=5" title="Reduce calls to Agentforce Speech Foundation, each of which can consume flex credits if your free limit is reached, by hiding the Real-Time Translations preview bar. When the bar is hidden, a service rep won’t see a translation preview as they type, but their message will be translated when sent to the end user, calling Agentforce Speech Foundation just once.">Save Money by Hiding the Real-Time Translations Preview Bar</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_business_initiated_privacy.htm&amp;release=260&amp;type=5" title="Replace your Service reps’ first and last name with your Company Name in the disclaimer that’s sent to a Message End User the very first time that you send them a Business-Initiated Outbound message. Use this in conjunction with Aliases to ensure that reps’ private information is protected.">Protect Service Reps’ Privacy in Business-Initiated Outbound Messaging</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_exit_chat.htm&amp;release=260&amp;type=5" title="Enable confirmation modals to provide Service reps with more information about what happens when they select Leave Chat or End Chat in various scenarios.">Educate Service Reps About Chat Exit Behavior</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_uwa_data_residency.htm&amp;release=260&amp;type=5" title="Define the specific country or region where your WhatsApp data is stored at rest on Meta's side. By giving you control over data residency for each individual phone number, we help you meet your internal compliance and regulatory requirements.">Take Ownership of your Data Residency on Unified WhatsApp</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_uwa_read_receipts.htm&amp;release=260&amp;type=5" title="Improve the transparency of a WhatsApp customer interaction by showing read receipts to Service reps and showing typing indicators to end users.">Increase Familiarity and Rapport in WhatsApp with Read Receipts and Typing Indicators</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_uwa_deduplication.htm&amp;release=260&amp;type=5" title="New logic ensures that you contact the most recently added individual in a Unified WhatsApp channel, and new error codes explain why other duplicate individuals weren’t contacted. Previously, there wasn’t logic to choose an Individual, and there weren’t error codes to explain why we made the choice.">Review De-Duplication Activity for Unified WhatsApp</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_eca.htm&amp;release=260&amp;type=5" title="External client apps (ECAs) are the next generation of connected apps, designed to improve security and address packaging and distribution issues. While existing connected apps for Bring Your Own Channel integrations will continue to work, you won’t be able to create new connected apps without first requesting the ability from Salesforce Support starting with Spring ’26. This step is part of a Salesforce plan to eventually replace connected apps with ECAs. Consider migrating to an external client app for Bring Your Own Channel.">Improve Security in Bring Your Own Channel by Migrating to an External Client App</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_bitvector.htm&amp;release=260&amp;type=5" title="To improve the scalability of Bring Your Own Channel messaging services, we implemented changes to event-driven settings fields in the ConversationChannelDefinition and CustomMsgChannel objects. New fields are available in Winter ’26 (API version 65.0), and old fields are removed in Spring ’26 (API version 66.0). These are breaking changes.">Maintain Service for Your Bring Your Own Channel Integration by Migrating Settings Fields</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_chat_retirement.htm&amp;release=260&amp;type=5" title="Legacy Chat is scheduled for retirement on February 14, 2026. You can continue to use Legacy Chat until that date, but we recommend transitioning to Enhanced Chat for modernized customer communication. Enhanced Chat offers many of the Legacy Chat features that you love, plus asynchronous conversations that can be picked back up at any time.">Legacy Chat Is Being Retired</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&amp;release=260&amp;type=5" title="Explore the latest Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over the phone.">Salesforce Voice with Telephony Providers</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_customfield.htm&amp;release=260&amp;type=5" title="For greater flexibility, the maximum number of custom fields for the standard VoiceCall object is increased to 300. This update improves data capacity and avoids the architectural complexity of creating custom objects or polling other standard objects to store voice-related data.">Scale Your VoiceCall Object with More Custom Fields</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_bulk_queuegrps.htm&amp;release=260&amp;type=5" title="Save time and reduce manual data entry when managing your contact center. Admins can now use the Bulk API to create contact center groups and queues in bulk. This enhancement improves admin efficiency, supports large contact centers, and enables more comprehensive data management.">Manage Contact Center Groups and Queues in Bulk</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_transfer_flow.htm&amp;release=260&amp;type=5" title="Simplify the decision process for your reps by configuring voice call transfers with Omni-Channel Flows. This Omni-Channel Unified Routing enhancement unlocks more dynamic routing capabilities, allowing you to use complex business logic and skill-based criteria within a flow to determine the next transfer target.">Add Flexibility to Unified Routing Transfers by Routing Calls to a Flow</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_unifiedrouting_deskphn.htm&amp;release=260&amp;type=5" title="Unified Routing now supports voicemails and desk phone calls. This feature reduces wait times, improves rep productivity, and provides an efficient Omni-Channel experience. You can use this feature only if your telephony provider supports it.">Route Voicemails and Desk Phone Calls with Unified Routing</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_callbacks.htm&amp;release=260&amp;type=5" title="Respect customers’ time, save telephony minutes, and keep callers from abandoning their calls by giving them the option to request a callback without losing their place in a queue. When a rep accepts a contact request in Omni-Channel, an outbound call to the customer starts automatically. The initial inbound call, contact request, and outbound call are all linked for easy rep reference. This feature is available for contact centers using Omni-Channel Unified Routing.">Minimize Abandoned Calls with Queued Callbacks for Omni-Channel Unified Routing</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicemail_drop.htm&amp;release=260&amp;type=5" title="When an outbound call reaches voicemail, you can disconnect the call to automatically leave your default pre-recorded message. While the system plays the message, you can move on to your next task immediately, increasing your productivity. You can record multiple messages and select one as your default.">Use Voicemail Drop for Outbound Calls (Beta)</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicecall_link.htm&amp;release=260&amp;type=5" title="When you initiate an outbound call by using Click-to-Dial from a custom object, or a contact role on a Case or Opportunity, the resulting VoiceCall record now automatically establishes a lookup relationship to the source record. This change removes the need for manual linking and reduces the need for customization with Flows or Apex triggers. Previously, this automatic linking was available only for Account, Case, Contact, Lead, Opportunity, CollectionPlan, and ContactRequest records.">Link Voice Calls to Their Source Records Automatically</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_error_mes.htm&amp;release=260&amp;type=5" title="When an outbound call fails to connect, reps now have descriptive and actionable error messages directly in the Omni-Channel widget, which helps them to take immediate corrective action. This feature improves rep productivity and helps increase successful call connection rates.">Get Actionable Error Messages for Failed Outbound Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc_20.htm&amp;release=260&amp;type=5" title="Update your contact center to version 20.0 to unlock the latest Service Cloud Voice features. This version introduces a Lambda layer for running service health checks, and contact flows and subflows for voicemail drop. To test the updates before they go live in production, deploy them to your sandbox first.">Get the Latest Enhancements for Your Amazon Connect Contact Center</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_billingaddress.htm&amp;release=260&amp;type=5" title="As of March 1, 2025, AWS charges emergency calling fees for Amazon Connect based on the subaccount billing address. By default, Salesforce uses its own address for Service Cloud Voice with Amazon Connect customers with companies in the United States. To ensure correct charges and compliance with local regulations, update your AWS account to reflect your company’s address instead.">Update Your United States AWS Billing Address for Accurate Emergency Calling Fees</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_opencti.htm&amp;release=260&amp;type=5" title="Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. We recommend transitioning your telephony integration to Service Cloud Voice to take advantage of the latest telephony innovations and native AI capabilities.">Open CTI Is Scheduled for Retirement</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_customer_signals_intelligence.htm&amp;release=260&amp;type=5" title="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.">Customer Signals Intelligence</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_new_setup.htm&amp;release=260&amp;type=5" title="Get your system up and running faster with a streamlined, more reliable activation process. Enhancements to data processing give you faster recommendations, helping you take immediate, effective action. Easily turn channels on and off with the new channel activation options in setup.">Activate Customer Insights Faster</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_customize_prompts.htm&amp;release=260&amp;type=5" title="Work with more accurate insights based on updated out-of-the-box insights prompts that are now more effective. Modify the out-of-the-box insights prompts to accommodate unique use cases based on your specific business needs. Easily adjust insights prompts and also quickly revert to default templates, leading to more relevant and actionable intelligence">Customize Out-of-the-Box AI Insights Prompts</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_process_large_vol.htm&amp;release=260&amp;type=5" title="Scale your implementation to handle increased usage and larger data volumes without slowing down performance. Staging transformation, increased LLM processing limits, and the newly introduced Small Language Model (SLM), help reduce credit consumption and prevent activation failures during onboarding. Channel-specific data pipelines process data faster for your users.">Process Large Data Volumes</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_service.htm&amp;release=260&amp;type=5" title="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 &amp; Analytics dashboard. Switch to Enhanced Summaries, as Work Summaries for Case (beta) is scheduled for retirement on June 30, 2026.">Einstein for Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_enhanced_summaries.htm&amp;release=260&amp;type=5" title="Quickly catch up on cases with dynamic, AI-generated summaries tailored to your specific role and context. By surfacing only the essential information, Enhanced Summaries helps service reps and managers see precisely what is required for their role, reducing the time spent interpreting data and driving quicker, more informed customer interactions.">Get Role-Based Case Overviews with Enhanced Summaries</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_case_summaries_beta_retirement.htm&amp;release=260&amp;type=5" title="Work Summaries for Case (beta) is scheduled for retirement on June 30, 2026, and is in maintenance mode until then. You can continue to use Work Summaries for Case (beta) until that date, but we recommend transitioning to Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which will help your service reps work more efficiently.">Work Summaries for Case (Beta) Is Being Retired</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_track_performance_with_service_analytics.htm&amp;release=260&amp;type=5" title="Access business impact and adoption of Einstein for Service with a dashboard that directly correlates AI usage with operational key performance indicators (KPIs). Track agent performance by analyzing key metrics such as Average Handle Time (AHT) and As-Is Usage to identify where AI usage drives positive outcomes and efficiency. Use these insights to enhance decision-making, track ROI, manage AI features, and provide data-driven coaching for your service reps.">Track AI Performance with Service AI Adoption &amp; Analytics</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_service_replies.htm&amp;release=260&amp;type=5" title="Translate customer replies to inquiries automatically, and have your service reps responses translated automatically for customers.">Einstein Service Replies</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_auto_translate_service_replies.htm&amp;release=260&amp;type=5" title="Allow service representatives to translate end-user messages and their own responses before sending them. Service reps can now view customer replies in their local language, respond, and have that response translated back into the customer’s preferred language.">Decrease Response Time for Global Service Representatives with Translate Service Replies</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_milestones.htm&amp;release=260&amp;type=5" title="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.">Entitlements and Milestones</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_rule_based_milestone_pause.htm&amp;release=260&amp;type=5" title="Free up your service reps from the manual overhead of stopping a record when the next step is outside their purview. Admins can set rules to automatically pause milestones when the defined conditions are met. For example, a milestone can be paused automatically if the case status is “Waiting for Customer.” The milestone timer stops during the pause duration and resumes when the pause conditions change. The target date is reevaluated when the milestone unpauses. This helps with more accurate SLA reporting and clearly highlights delays.">Improve SLA Reporting by Using Rule-based Milestone Pause</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_bidirectional_milestone_visibility.htm&amp;release=260&amp;type=5" title="Get real-time visibility into Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) commitments and status by viewing milestones across parent and child records. This feature enables transparent, real-time visibility into child and parent milestone statuses. This allows for better coordination and alignment on SLA and OLA commitments and timelines when departments or vendors besides the service reps also contribute to resolutions.">Keep Departments Aligned on SLA Commitments with Bidirectional Milestone Visibility</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_agentforce_sla_summary.htm&amp;release=260&amp;type=5" title="Get a complete view of Service Level Agreement (SLA) adherence with Agentforce SLA Summary. Track key metrics like SLA breach data and trends, milestone performance, service rep performance and workload, and risk indicators. You can also monitor average response and resolution times against SLA targets, and see which records are close to missing an SLA.">Optimize SLA Compliance by Using Agentforce SLA Summary</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management.htm&amp;release=260&amp;type=5" title="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.">Feedback Management</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management_revamped_matrix_view.htm&amp;release=260&amp;type=5" title="Improve survey readability on desktops and smaller screens with the revamped view for matrix questions. The new design presents options for each question in a dedicated dropdown menu, making it easier to read the full question and select an option.">Enhance Survey Readability with Revamped Matrix Questions View</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management_save_partial_survey_responses_for_999_days.htm&amp;release=260&amp;type=5" title="You can now save partially completed survey responses for up to 999 days, extending the time window from the previous 15-day limit. You can now configure this duration from anywhere between 1 and 999 days. The Partial Survey Settings are also located in the Default Settings.">Save Partial Survey Responses for up to 999 days</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management_save_partial_surveys_for_guests.htm&amp;release=260&amp;type=5" title="Partially Completed Survey Responses are saved automatically for unauthenticated guest users. Previously, this functionality was available only for authenticated users.">Save Partial Survey Responses from Guest Users</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management_custom_css.htm&amp;release=260&amp;type=5" title="Cascading Style Sheets (CSS) offer flexible styling for your surveys. Custom CSS lets you define the fonts, colors, layout, padding between elements, and icon alignment and size of the survey beyond the default settings of the Survey Builder. You can use Custom CSS to create surveys that perfectly align with your branding.">Customize Your Surveys with Custom CSS</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_service.htm&amp;release=260&amp;type=5" title="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.">HR Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_uel.htm&amp;release=260&amp;type=5" title="Accelerate HR Service adoption with Unified Employee License (UEL). UEL streamlines administration, delivers wall-to-wall employee coverage, and provides the right level of access for efficient work. It now includes Manager Provisioning along with support for Agentforce actions, employee provisioning, Unified Catalog items, and employee enablements.">Improve Employee Experience with New Unified Employee License for HR Service</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_cnfd_case_rpt.htm&amp;release=260&amp;type=5" title="Give your employees a secure channel to report confidential workplace issues, such as harassment, discrimination, or misconduct. Employees can report these issues directly from the employee portal or with Agentforce. Agentforce detects sensitive language and creates a confidential case for tracking to ensure that the case is automatically flagged and discreetly routed only to authorized HR reps. Admins manage access and routing of cases based on case categories to ensure employee privacy and accurate resolution">Strengthen Employee Trust with Confidential Case Reporting</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_knowledge.htm&amp;release=260&amp;type=5" title="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.">Knowledge</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_knowledge_maps.htm&amp;release=260&amp;type=5" title="Organize your knowledge articles into a hierarchical structure to make it easier for users to find and navigate content. This feature helps to keep your knowledge base ‌consistent and well-structured, enhancing user experience and efficiency. This feature, which is now generally available, includes some changes since the pilot release.">Organize Articles and Improve Navigation with Knowledge Maps (Generally Available)</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_knowledge_lightning_editor.htm&amp;release=260&amp;type=5" title="Write knowledge articles more efficiently with the improved &quot;What You See Is What You Get&quot; (WYSIWYG) Lightning Article Editor, which shows exactly how your content appears in real time. Take advantage of its streamlined features to create top-notch content.">Get More Done in the Lightning Article Editor</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_unified_knowledge_retirement.htm&amp;release=260&amp;type=5" title="Unified Knowledge is scheduled for retirement in Summer ’26. You can continue using it until then, but we recommend migrating to Data 360 connectors to ingest your external knowledge into Salesforce, helping Agentforce deliver accurate responses. Data 360 connectors offer many of the features that you love from Unified Knowledge, plus improved file size handling, enhanced innovation, and better data storage and pipeline capabilities. Currently, they support Agentforce grounding, and more functionalities will be added before the expected deprecation.">Unified Knowledge Is Being Retired</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_self_learning_knowledge_generally_available.htm&amp;release=260&amp;type=5" title="Self Learning Knowledge gathers and analyzes detailed customer data from channels like surveys, voice, chat, and cases to learn about customer behavior and preferences. Self Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add information.">Identify and Address Gaps in Your Knowledge Base with Self Learning Knowledge (Generally Available)</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_self_service.htm&amp;release=260&amp;type=5" title="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&amp;A, boosting responsiveness and reducing support needs.">Self Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_build_proactive_service_scenarios_with_the_new_detection_and_segmentation_ui.htm&amp;release=260&amp;type=5" title="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.">Build Proactive Service Scenarios with the New Detection and Segmentation UI</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_guide_your_users_through_interactive_troubleshooting_for_proactive_scenarios.htm&amp;release=260&amp;type=5" title="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.">Guide Your Users Through Interactive Troubleshooting for Proactive Scenarios</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_give_your_users_personalized_self_service_with_a_unified_customer_profile.htm&amp;release=260&amp;type=5" title="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.">Give Your Users Personalized Self-Service with a Unified Customer Profile</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_help_experience_cloud_site_users_track_their_history_with_a_personalized_activity_timeline.htm&amp;release=260&amp;type=5" title="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.">Help Experience Cloud Site Users Track Their History with a Personalized Activity Timeline Wrapper</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_guide_experience_cloud_site_users_with_proactive_pending_task_banner.htm&amp;release=260&amp;type=5" title="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.">Guide Experience Cloud Site Users with a Proactive Pending Task Banner</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_bill_ai_self_service_usage_more_accurately_with_session_based_tracking.htm&amp;release=260&amp;type=5" title="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&amp;A within a single session, providing usage reports that reflect how customers engage with Agentic Portal features.">Bill AI Self-Service Usage More Accurately with Session-Based Tracking</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_improve_dynamic_q_a_performance_with_persisted_questions_and_answers_for_authenticated_users.htm&amp;release=260&amp;type=5" title="Dynamic Q&amp;A now loads faster and reduces Large Language Model (LLM) calls by persisting generated questions and answers for authenticated users. Previously, Dynamic Q&amp;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.">Improve Dynamic Q&amp;A Performance with Persisted Questions and Answers for Authenticated Users</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_monitor_proactive_service_campaign_performance.htm&amp;release=260&amp;type=5" title="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).">Monitor Proactive Service Campaign Performance</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_adoption.htm&amp;release=260&amp;type=5" title="Learn about changes we're making to the Service Setup app and Service Setup Assistant.">Service Adoption</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_ssa_retirement.htm&amp;release=260&amp;type=5" title="In Salesforce orgs created in Spring ‘26 or later, including sandbox orgs, the Service Setup app and Service Setup Assistant will no longer be available. These features will still be available in maintenance mode in orgs created before Spring '26.">Service Setup and Service Setup Assistant Retiring in New Orgs</a></td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d138222e594 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel.htm&amp;release=260&amp;type=5" title="Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.">Routing</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d138222e597 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_supsr_renm.htm&amp;release=260&amp;type=5" title="Omni-Channel Supervisor is now Command Center for Service in Enhanced Omni-Channel. Only the name has changed. You retain all the features and tools you already use to monitor your teams and optimize performance, now available under Command Center for Service. Standard Omni-Channel retains the Omni-Channel Supervisor name.">Monitor Your Hybrid Service Team with Command Center for Service</a></li>

                <li>Route Voice Conversations to External Bots (Removed)</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

- **[Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=release-notes.rn_channels.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_it.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_ai_agents_service.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_service_case_management.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_customer_signals_intelligence.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_service.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_service_replies.htm&release=260&type=5)**  
    Translate customer replies to inquiries automatically, and have your service reps responses translated automatically for customers.
- **[Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_milestones.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_service.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_knowledge.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_self_service.htm&release=260&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=release-notes.rn_service_adoption.htm&release=260&type=5)**  
    Learn about changes we're making to the Service Setup app and Service Setup Assistant.
- **[Routing](https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel.htm&release=260&type=5)**  
    Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.