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.

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in our application and documentation.

August ‘26

Product Area	Release Notes
Agentforce Contact Center: Workforce Engagement Management	Expand Evaluation Coverage Types with Case
Agentforce Service Assistant	Know When Service Plan Creation is in Progress with a Status Indicator Work With Service Assistant After a Messaging Session Ends Guidance Plans are Enabled by Default
Service Insights	Access Unified Analytics in the Service Insights App Ground Tableau Agent Answers in Your Organization's Language and Context Validate and Calibrate Tableau Agent Answers with Verified Questions
Customer Signals Intelligence	Access the Customer Signals Intelligence Dashboard from the Service Insights App
Routing	Filter by Team in Command Center for Service V2 Monitor Customer Sentiment in the In-Progress Work Component Monitor Wait Time and Presence Status with Live Cards
Agentforce Contact Center: Messaging	Elevate the WhatsApp Chat Experience with Tap-Back Reactions and Message Replies See When Customers View Your WhatsApp Messages Show Real-Time Typing Indicators to Customers

July '26

Product Area	Release Notes
Agentforce Service Assistant	Scale Service Assistant Across More of Your Business with Multiple Agents Access Resources Linked in Plan Steps with Clickable URLs The Summarize Case Quick Action for Service Assistant Is Being Retired Get Real-Time Issue Resolution with Dynamic Service Plans Automate Service Plans with Agent Actions Use the Service Assistant Chat to Receive Additional Resolution Assistance Provide Service Reps with Immediate Case and Customer Context with Case Catch-Up & Insights Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Messaging Sessions Respond Faster and More Accurately to Customers with Service Replies in Service Assistant Start Messaging Service Plans Automatically Trailhead Quick Look: Get to Know the New Service Assistant
Agentforce Contact Center: Voice	CHANGED: Keep an Audit Trail of Voice Call Record Changes (Pilot)
Agentforce Contact Center: Messaging	CHANGED: Track Service Rep First Response Time Automatically CHANGED: Streamline the Management of WhatsApp Templates Store a WhatsApp Business-Scoped User ID in Salesforce Inactivate and Then End a Messaging Conversation in Session-Based Enhanced Chat

June '26

Product Area	Release Notes
Agentforce Contact Center: Messaging	Batch End Messaging Sessions from a List View with Status-Based Capacity Bring Your Own Bot Process India Payments Seamlessly in WhatsApp Conversations Showcase and Sell Products or Services Directly in WhatsApp Conversations Unify Marketing and Support Journeys with RCS Messaging Channel
Service Insights	View Service Insights on Connected Companion Orgs Customize Service Insights Tableau Next Analytics Apps for Your Business
HR Service	Migrate from Work.com to HR Service with Data Processing Engine
Knowledge	Get AI-Generated Answers in the Enterprise Knowledge Component Generate Knowledge in Multiple Languages Simultaneously with AI Knowledge Translations
Routing	Customize Your Supervisor Experience with Command Center for Service V2

May '26

Product Area	Release Notes
Agentforce Contact Center: Voice	Track Your Telephony Models with New Salesforce Voice Names Track Your Permission Sets and Licenses with New Salesforce Voice Names Improve Your Contact Center Security with External Client Apps Link Voice Calls to Their Source Records Automatically in Agentforce Contact Centers Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers Stabilize Rep Experience by Preventing Calls Before Reps Are Ready Deliver Better Service with Flexible Scheduled Callbacks Manage Voice Calls with Headset in Agentforce Contact Centers Easily Preview Callback Request Before Dialing Link Voice Calls to Work Orders Directly Do More with Unified Routing Using Callbacks, Transfer to Flow, and Route Voice Call API Customize Salesforce Voice by Using Toolkit API Enhance Voice Transcription Performance Manage Telephony Audio Directly in Salesforce Prioritize Urgent Customer Calls with SLA-Based Routing Build Stronger Customer Relationships with Last Support Rep Routing Accelerate Proactive Customer Outreach with Automated Outbound Calling Streamline Disaster Recovery with Automated Status Migration Directly Manage Your Caller Identity with Autonomous Phone Number Assignment Boost Rep Productivity with Voicemail Drop for Outbound Calls Record Personalized Voicemail Greetings for Inbound Calls Get the Latest Enhancements for Your Amazon Connect Contact Center Keep an Audit Trail of Voice Call Record Changes (Pilot) Improve Security for Partner Telephony by Migrating to an External Client App
Agentforce Contact Center: Email	Track Email Template Usage on Case Records
Agentforce Contact Center: Messaging	Migrate From Marketing Cloud Engagement or a Business Service Provider to Unified WhatsApp Faster End Inactive Messaging Sessions Automatically Streamline the Management of WhatsApp Templates Let Service Reps View the Rich Content Version of a Notification Messaging Component Finish Wrap-Up Work After a Transfer Report on Messaging Sessions that Relate to a Case Track Service Rep First Response Time Automatically Legacy Chat Is Being Retired Standard Facebook Messenger Channels to Stop Working in June Standard SMS Channels to Stop Working in July Get Ready for WhatsApp Username Changes Mark Abandoned Messaging Sessions Inactive
Agentforce Contact Center: Messaging: Bring Your Own Channel	Free Rep Capacity by Closing Agent Work Programmatically Increase Transparency with AI Response Citations Give Reps After Conversation Work Time Following a Transfer
AI Agents for Service Cloud: Agentforce for HR Service	Put Agentic AI to Work on Common HR Tasks with a Prebuilt Agent Library
AI Solutions for Service	Generate Enhanced Summaries in Your Preferred Language Generate Work Summaries in Your Preferred Language Work Summaries for Case (Beta) Is Being Retired
Case Management	Draft Contextual Case Comments Instantly with Agentforce Find Case Experts Instantly with Agentforce Actions Assign Community Cases Automatically with Standard Assignment Rules
Customer Signals Intelligence	Drive Faster Service Decisions with Real-Time Sentiment Insights Group Contact Reasons for Clearer Customer Service Insights
Entitlements and Milestones	Achieve Near Perfect SLA Compliance with Agentic Milestones (Beta) Predict and Prevent SLA Breaches with Proactive Risk Scoring
Feedback Management	View Survey Analytics with Tableau Next Dashboards
HR Service	Seamlessly Migrate Your Employees from Customer Community Plus to Unified Employee License Personalize the Employee Experience with Unified Portal Enhancements Install a Prebuilt Solution to Jumpstart Your HR Services Deploy HR Workflows Faster with Prebuilt Service Templates
Knowledge	Unified Knowledge Is Being Retired
Routing	Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers Control Queue Access for Superiors in the Role Hierarchy Standard Omni-Channel Is Scheduled for Retirement Schedule Work Items to Route at a Specific Date and Time Route Work Based on Original Request Date Stabilize Rep Experience by Preventing Calls Before Reps Are Ready Connect Your Users to AI Agents and Enhanced Bots Faster
Self Service	Configure Agentforce Orchestrator for Your Experience Cloud Site Interactions Route Experience Cloud Site Conversations to Agentforce Orchestrator with Omni-Channel Deliver Personalized Recommendations to Your Experience Cloud Site Users Guide Your Users with an Intelligent Prompt Bar on Experience Cloud Site Surface Prompt Suggestions on Your Experience Cloud Site with Suggestion Themes Help Users Navigate Your Experience Cloud Site with the Concierge Sidebar Launch the Concierge Home Experience on Your Experience Cloud Site Surface Prompt Suggestions on Your Experience Cloud Site with Suggestion Themes Help Users Navigate Your Experience Cloud Site with the Concierge Sidebar Launch the Concierge Home Experience on Your Experience Cloud Site Provide AI Assistance on Experience Cloud Site Record Pages Resume Conversations with Chat History on Experience Cloud Site Track User Engagement on Experience Cloud Site with Self-Service Analytics Review Tasks and Approvals from an Experience Cloud Site Configure Actions and Agents for Agentic Search on Your Experience Cloud Site Insert Enterprise Knowledge Article URLs into Case Emails (Beta)