Service

Learn about the latest features and updates to supercharge support team productivity and operations.

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

• Service Monthly Release Notes
  Learn about the latest features from Service. Service features are released as often as monthly, so check here for the latest information.
• 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. Maintain an audit-ready posture with IT compliance management that centralizes end-to-end governance. Gain total visibility over your hardware lifecycle to optimize IT costs from procurement to disposal. Lower operational costs and elevate the employee experience with a unified platform powered by Agentforce.
• AI Agents for Service
  Learn about the latest AI agent feature in Agentforce Service.
• AI Solutions for Service
  Enhanced Summaries are now available in your locale language. Work Summaries for Enhanced Messaging sessions and Voice calls are also available in your locale language.
• Case Management
  Enhance case management and improve support rep productivity with new collaboration tools. Resolve cases faster by merging duplicate cases in Omni-Channel queues. Use a new Agentforce action to identify the best available experts to solve a case. Capture detailed problem statements in a rich text editor and draft case comments with generative AI.
• Customer Signals Intelligence
  Optimize support performance with real-time sentiment insights for case, voice and chat. Organize granular contact data into structured, meaningful groups to identify customer pain points quickly.
• Entitlements and Milestones
  Optimize your service performance and maintain high standards with new tools designed to automate, predict, and communicate SLA progress. Ensure near-perfect compliance by leveraging Agentforce to autonomously complete routine milestones like first responses, and use proactive risk scoring to identify and prioritize cases nearing SLA breach based on real-time data.
• Feedback Management
  Get detailed insights into survey analytics with Tableua Next dashboards.
• HR Service
  Enhance your workforce operations with a streamlined suite of HR tools designed to accelerate service delivery and build employee trust. These updates introduce prebuilt service templates, simplified setup configurations, and confidential case reporting to ensure efficiency and data privacy. By optimizing the unified portal experience and unifying licenses, you can provide a more personalized, consistent, and professional environment for your organization.
• Service Insights
  With just one Tableau Next Creator license, analysts can now customize out-of-the-box data models and dashboards to fit unique business needs, delivering tailored insights to the entire team without requiring additional user licenses.
• Service Replies
  Refine existing Service Replies workflows with the Hide Post Button. Agentforce Service Assistant offers instant responses your service reps can use. Translate Service Replies in additional languages.
• Knowledge
  Get AI-generated answers in the Enterprise Knowledge component. Unified Knowledge retires in Summer ‘27, so migrate to Salesforce Enterprise Knowledge.
• Routing
  Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.
• Self Service
  Configure Agentforce Orchestrator to route your Experience Cloud site conversations to the right AI agents and workflows. Deliver a unified Concierge experience with an intelligent prompt bar, suggestion themes, a persistent sidebar, and a dedicated homepage that combines AI-assisted components in one interface. Guide users to resolve requests with dynamic content tiles and contextual AI assistance on record pages. Personalize interactions for authenticated users based on their engagement data, and track site activity with Self-Service Analytics to measure effectiveness and improve AI recommendations.