---
schema_version: "1"
id: 5aa41e2aeba5aa5b64430d3658fbe19ce5f03b07624d892d47a7bda5148ba431
title: Service Monthly Release Notes
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_service_monthly_rns.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_service_monthly_rns.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7cc54db0c5041ce0611d69f521be1211ddb0c61867ac1f9c1a211e7031a7e911
description: Learn about the latest features from Service. Service features are released as often as monthly, so check here for the latest information.
products:
  - Cross Cloud
release: "262"
---
# 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/images/icon_note.png)

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

## August ‘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="d188128e48">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d188128e51">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="d188128e48 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_engmt.htm&amp;release=262.0.0&amp;type=5" title="Run a more efficient contact center and elevate the worker experience with native Workforce Engagement Management built into your CRM. Reduce operational costs and optimize staffing across every channel with predictive AI forecasting, capacity planning, and schedule management. Adapt quickly to changing demand with real-time intraday visibility, and improve customer interactions through objective quality evaluations and performance insights.">Workforce Engagement Management</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e51 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt_case.htm&amp;release=262.0.0&amp;type=5" title="To capture a broader view of how reps are performing, expand quality assessments beyond voice calls and messaging sessions to include cases. Build evaluation forms tailored to specific interaction types using scored questions and required rationales for each response. A unified grading standard reduces subjectivity and gives reps clear, actionable feedback across all interaction types.">Expand Evaluation Coverage Types with Case</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e48 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra.htm&amp;release=262.0.0&amp;type=5" title="Get ready for a new Service Assistant experience. Evolving beyond static checklists, Service Assistant now delivers conversational, real-time issue resolution guidance. Service Assistant conversationally guides service reps step-by-step through issue resolution, continuously monitors the record for new information, and dynamically updates the plan in real-time by surfacing knowledge information and completing step tasks with agent actions. In addition, Service Assistant provides a dedicated agent chat experience, providing service reps additional issue-resolution support where they can launch actions and look up knowledge information on demand. Further, Service Assistant now supports messaging sessions to provide reps real-time resolution guidance that keeps pace with the fluid, fast-moving conversations. You can also create multiple Service Assistant agents so that you can specialize each agent to a business unit, record type, or queue.">Agentforce Service Assistant</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e51 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_status.htm&amp;release=262.0.0&amp;type=5" title="Service reps now see a status indicator in the component that signals a service plan is being created. Previously, the component gave no indication that a plan was in progress, so reps had to wait until the plan summary appeared without knowing whether anything was happening.">Know When Service Plan Creation is in Progress with a Status Indicator</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_persistence.htm&amp;release=262.0.0&amp;type=5" title="When a messaging session ends, service reps can finish wrap-up tasks such as asking for a session summary, drafting a follow-up email, asking knowledge questions, or getting general help using the agent chat. Service Assistant and the chat box stay available for 24 hours after the session closes, and all interactions are saved to the component feed.">Work With Service Assistant After a Messaging Session Ends</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_gp_case.htm&amp;type=5&amp;release=262&amp;language=en_US" target="_blank">Guidance Plans are
                    Enabled by Default</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e48 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights.htm&amp;release=262.0.0&amp;type=5" title="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 Insights</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e51 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights_unified_analytics.htm&amp;release=262.0.0&amp;type=5" title="Reach all Agentforce Service analytics from a single hub in the Service Insights App. Distinct setup nodes for Customer Signals Intelligence and Service AI Adoption, and dashboard labels help you find operational, sentiment, or AI adoption insights without hunting across separate tools and setup areas.">Access Unified Analytics in the Service Insights App</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights_tableau_agent_context.htm&amp;release=262.0.0&amp;type=5" title="Service Insights delivers pre-packaged business preferences curated for supervisors, service leaders, and knowledge managers, so Tableau Agent understands your organization's terminology, KPI definitions, and business context out of the box. Preferences load automatically into your semantic model and inherit from the base model, and you can override them to reflect your organization's context. As a result, Tableau Agent's answers read like they come from an internal subject matter expert instead of a generic bot.">Ground Tableau Agent Answers in Your Organization's Language and Context</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights_tableau_verified_questions.htm&amp;release=262.0.0&amp;type=5" title="Service Insights is AI-ready with over 75 calibrated questions, so Tableau Agent gives accurate, relevant answers. The questions are pre-checked against the Service Insights semantic model and aligned to supervisor, service leader, and knowledge manager personas. Override any verified question or create your own to reflect your organization's needs. Answers stay optimized and hallucinations drop, so you can roll out AI at scale with more confidence.">Validate and Calibrate Tableau Agent Answers with Verified Questions</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e48 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_customer_signals_intelligence.htm&amp;release=262.0.0&amp;type=5" title="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.">Customer Signals Intelligence</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e51 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_consolidated_dashboard.htm&amp;release=262.0.0&amp;type=5" title="Track customer sentiment from within the Service Insights App. Customer Signals Intelligence appears automatically as a dedicated node under Service Analytics, and users with a Limited Viewer license can open the dashboard directly from the app side pane.">Access the Customer Signals Intelligence Dashboard from the Service Insights App</a></td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e48 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel.htm&amp;release=262.0.0&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="d188128e51 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_filter_team_ccv2.htm&amp;release=262.0.0&amp;type=5" title="Use the Teams filter in Command Center for Service V2 to narrow your views by team. Available in any Command Center for Service V2 Live Cards and In-Progress Work component that supports filtering, supervisors can use it to focus on segments like Tier 1 Support, Escalations, or Sales.">Filter by Team in Command Center for Service V2</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_monitor_sentiment.htm&amp;release=262.0.0&amp;type=5" title="View real-time customer sentiment in the In-Progress Work component with the User Sentiment column. Supervisors can quickly identify interactions requiring attention by viewing sentiment indicators (Positive, Neutral, or Negative) alongside active work items.">Monitor Customer Sentiment in the In-Progress Work Component</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_wait_time_presence_status.htm&amp;release=262.0.0&amp;type=5" title="Track customer wait times and service rep availability with Live Card metrics in Command Center for Service V2. Use Wait Time to see wait times of all work items in the backlog and Presence Status to understand count of service reps with the indicated presence status.">Monitor Wait Time and Presence Status with Live Cards</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e48 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=262.0.0&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="d188128e51 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_whatsapp_reactions_replies.htm&amp;release=262.0.0&amp;type=5" title="Build trust with your customers by offering the standard WhatsApp features they expect. Service reps now see the emoji reactions that customers add to messages, and when a customer replies to a specific message, reps see that reply tethered to the original message it responds to. Reps get the context they need to provide faster, more personalized support.">Elevate the WhatsApp Chat Experience with Tap-Back Reactions and Message Replies</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_whatsapp_read_receipts.htm&amp;release=262.0.0&amp;type=5" title="Build trust and efficiency with read receipts for Enhanced WhatsApp channels. Your service reps and customers now get confirmation when their messages are viewed, which creates a more transparent conversation.">See When Customers View Your WhatsApp Messages</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_whatsapp_typing_indicators.htm&amp;release=262.0.0&amp;type=5" title="Give your customers the conversational experience they expect. A typing indicator now appears when a service rep composes a message in a WhatsApp session, so customers know a reply is on the way.">Show Real-Time Typing Indicators to Customers</a></li>

              </ul>
            </td>

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

## July '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="d188128e286">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d188128e289">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="d188128e286 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra.htm&amp;release=262.0.0&amp;type=5" title="Get ready for a new Service Assistant experience. Evolving beyond static checklists, Service Assistant now delivers conversational, real-time issue resolution guidance. Service Assistant conversationally guides service reps step-by-step through issue resolution, continuously monitors the record for new information, and dynamically updates the plan in real-time by surfacing knowledge information and completing step tasks with agent actions. In addition, Service Assistant provides a dedicated agent chat experience, providing service reps additional issue-resolution support where they can launch actions and look up knowledge information on demand. Further, Service Assistant now supports messaging sessions to provide reps real-time resolution guidance that keeps pace with the fluid, fast-moving conversations. You can also create multiple Service Assistant agents so that you can specialize each agent to a business unit, record type, or queue.">Agentforce Service Assistant</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e289 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_multi_agent.htm&amp;release=262.0.0&amp;type=5" title="Create multiple Service Assistant agents that are specialized with specific subagents and instructions to provide tailored support for particular business units, products, or channels.">Scale Service Assistant Across More of Your Business with Multiple Agents</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_link.htm&amp;release=262.0.0&amp;type=5" title="Service reps can now click hyperlinks directly within plan steps to access external resources, training materials, or corporate policies. Links included in your subagent instructions or knowledge articles are now easily accessible in plan steps as clickable links that open automatically in a new tab.">Access Resources Linked in Plan Steps with Clickable URLs</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_scqa.htm&amp;release=262.0.0&amp;type=5" title="The Summarize Case quick action that appears in the steps of guidance service plan for Service Assistant for Case is being retired starting June 30, 2026 due to the retirement of Work Summaries for Case. After the quick action is retired, you can't summarize a case directly from a plan step or the post or feed tabs. Instead, use the Enhanced Summaries component to draft case summaries that include service plan information.">The Summarize Case Quick Action for Service Assistant Is Being Retired</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_dp.htm&amp;release=262.0.0&amp;type=5" title="Service reps now receive conversational, step-by-step resolution guidance from Service Assistant with dynamic service plans. With dynamic service plans, Service Assistant automatically monitors a case or messaging session as it progresses and updates the steps of the plan in real time. For each step of the plan, Service Assistant performs a fresh review of the active record data, subagent instructions, knowledge articles, and agent actions to provide the most accurate resolution. In addition, dynamic service plans provide access to the Service Assistant chat where service reps can ask the agent for knowledge information on demand, look up customer information, and ask to execute agent actions.">Get Real-Time Issue Resolution with Dynamic Service Plans</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_actions.htm&amp;release=262.0.0&amp;type=5" title="Service Assistant now supports standard and custom agent actions to automatically complete service plan steps.">Automate Service Plans with Agent Actions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_chat.htm&amp;release=262.0.0&amp;type=5" title="Service reps can now interact directly with Agentforce Service Assistant with an agent chat box. When working a service plan, service reps can receive extra resolution support by using the agent chat box to ask Service Assistant questions, look up knowledge information, and draft emails and service plan summaries without leaving the Service Assistant component.">Use the Service Assistant Chat to Receive Additional Resolution Assistance</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_ccui.htm&amp;release=262.0.0&amp;type=5" title="Instead of spending time catching up on case details, your service reps now get a 360-degree view of a customer and key case details directly within the Service Assistant component. When a rep opens a case record, Case Catch-Up &amp; Insights displays AI-generated summaries of the case, associated account, customer sentiment, and case health score.">Provide Service Reps with Immediate Case and Customer Context with Case Catch-Up &amp; Insights</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg.htm&amp;release=262.0.0&amp;type=5" title="Service Assistant brings real-time, conversational issue resolution guidance to messaging sessions. Service reps receive dynamic, step-by-step service plans that adapt instantly to live conversations and automate plan steps with agent actions. In addition, service reps can receive additional, on-demand support using the agent chat box.">Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Messaging Sessions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg_sr.htm&amp;release=262.0.0&amp;type=5" title="Quickly respond to customer messages during a messaging session with Service Replies in Service Assistant. Service Assistant now supports service replies, allowing reps to reply to customers even faster. By automatically surfacing context-aware responses grounded in the conversation and your knowledge base, Service Assistant displays each reply alongside the service plan steps. This provides service reps with a more comprehensive resolution workflow directly, eliminating the need to switch to a separate Service Replies component.">Respond Faster and More Accurately to Customers with Service Replies in Service Assistant</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg_auto_start.htm&amp;release=262.0.0&amp;type=5" title="Service reps start issue resolution for messaging sessions faster with the automatic execution of dynamic service plans once the service plan summary is generated. This feature removes the need for service reps to click Start Plan and allows your service reps to focus on fast-paced, live customer interaction and receive a service plan right away.">Start Messaging Service Plans Automatically</a></li>

                <li><a href="https://trailhead.salesforce.com/content/learn/modules/service-assistant-dynamic-experience-quick-look" target="_blank">Trailhead Quick Look: Get to Know the New
                    Service Assistant</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e286 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&amp;release=262.0.0&amp;type=5" title="Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).">Voice</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e289 ">
              <ul>
                <li>CHANGED: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_track_changes_voice_call_records.htm&amp;release=262.0.0&amp;type=5" title="Track changes to fields on the VoiceCall object. Select and monitor up to 20 fields. When a tracked field changes, a log entry captures the old value, the new value, the user who made the change, and the date and time. Activity fields aren't supported for history tracking.">Keep an Audit Trail of Voice Call Record Changes (Pilot)</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e286 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=262.0.0&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="d188128e289 ">
              <ul>
                <li>CHANGED: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_rep_first_response.htm&amp;release=262.0.0&amp;type=5" title="Use a new field value to capture the time (in seconds) between when a conversation is routed to a Service rep or queue, and when a service rep first responds. Service Rep First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, identifying how quickly a rep responded after a session transfer required complex LWC development or API callouts to the ConversationEntry object.">Track Service Rep First Response Time Automatically</a></li>

                <li>CHANGED: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_whatsapp_templates.htm&amp;release=262.0.0&amp;type=5" title="Build and manage Utility and Marketing WhatsApp templates directly in Salesforce. You can now create, edit, submit for approval, publish, and delete these template types in Messaging Component Builder. By managing WhatsApp templates directly in Salesforce, you save time and minimize synchronization issues with your WhatsApp Business Account (WABA). Previously, you had to create the WhatsApp templates and manage them in your WhatsApp Business account, and then import them into Salesforce.">Streamline the Management of WhatsApp Templates</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_wa_bsuid.htm&amp;release=262.0.0&amp;type=5" title="To align with Meta’s privacy improvement that allows WhatsApp users to optionally select a username and hide a phone number, we store the username in a new MessagingEndUser object field. Find this new username, known as a Business-Scoped User ID (BSUID), in the MessagingExternalUserKey field. Previously, WhatsApp users were identified by their phone number, which continues to reside in the MessagingPlatformKey field.">Store a WhatsApp Business-Scoped User ID in Salesforce</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_inactivate_and_end_session_based.htm&amp;release=262.0.0&amp;type=5" title="You asked, we listened. Admins can configure an inactivity timer that automatically inactivates, and then ends messaging conversations in session-based Enhanced Chat. Previously, the Inactivate &amp; End Session option was only closing sessions, resulting in a new session being attached to an old conversation.">Inactivate and Then End a Messaging Conversation in Session-Based Enhanced Chat</a></li>

              </ul>
            </td>

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

## June '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="d188128e495">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d188128e498">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="d188128e495 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=262.0.0&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="d188128e498 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_status_based_inactivity.htm&amp;release=262.0.0&amp;type=5" title="You asked, we listened. Service reps and admins using status-based capacity in Enhanced Messaging can now batch-end Inactive messaging sessions from a list view button. Previously, only tab-based capacity workflows could end Inactive sessions with this button.">Batch End Messaging Sessions from a List View with Status-Based Capacity</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byob.htm&amp;release=262.0.0&amp;type=5" title="Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Bot (BYOB) for Messaging.">Bring Your Own Bot</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_whatsapp_payments_india.htm&amp;release=262.0.0&amp;type=5" title="You can now process your payments securely and seamlessly in a WhatsApp conversation with your customer. The Payment Messaging component now supports WhatsApp. Service reps can send secure, direct payment requests to customers. Customers can complete the transaction instantly without leaving the conversation, boosting your conversion, and creating a better customer experience.">Process India Payments Seamlessly in WhatsApp Conversations</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_whatsapp_catalog.htm&amp;release=262.0.0&amp;type=5" title="Showcase your inventory and start a sales journey directly within a WhatsApp conversation. Instead of redirecting customers to external websites, use the Catalog message component to send your entire catalog, a single-product message, or a multi-product message.">Showcase and Sell Products or Services Directly in WhatsApp Conversations</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_unify_marketing_support_rcs.htm&amp;release=262.0.0&amp;type=5" title="Offer your customers an interactive support experience with the Rich Communication Services (RCS) messaging channel. Your service reps can now view the text-based context of past marketing messages and handle inbound RCS inquiries directly within the Service Console.">Unify Marketing and Support Journeys with RCS Messaging Channel</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e495 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights.htm&amp;release=262.0.0&amp;type=5" title="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 Insights</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e498 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights_dc1_compatibility.htm&amp;release=262.0.0&amp;type=5" title="Service Insights is now compatible with Data Cloud One. Streamline multi-org architecture by letting users of connected companion orgs access Service Insights features.">View Service Insights on Connected Companion Orgs</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_insights_customize_apps_license.htm&amp;release=262.0.0&amp;type=5" title="Take control of your analytics experience by customizing the pre-built apps directly in Tableau Next—no need to start from scratch. With at least one Tableau Next Creator license, analysts can now edit the out-of-the-box semantic data model to add calculated fields and metrics tailored to their business. Customized content remains accessible to all Limited Consumer users in the embedded experience, so your entire team benefits from the changes.">Customize Service Insights Tableau Next Analytics Apps for Your Business</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e495 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_service.htm&amp;release=262.0.0&amp;type=5" title="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.">HR Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e498 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_workdotcom_migr.htm&amp;release=262.0.0&amp;type=5" title="Transition from Work.com to HR Service using a guided migration tool powered by the Data Processing Engine. This opt-in migration preserves your existing Work.com data while creating new Employee2 records, enabling phased rollout and dual data model coexistence. The migration retains Platform User License (PUL) mappings and maintains organizational hierarchy through integrated manager provisioning.">Migrate from Work.com to HR Service with Data Processing Engine</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e495 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_knowledge.htm&amp;release=262.0.0&amp;type=5" title="Get AI-generated answers in the Enterprise Knowledge component. Unified Knowledge retires in Summer ‘27, so migrate to Salesforce Enterprise Knowledge.">Knowledge</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e498 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_enterprise_knowledge_agentforce_answers.htm&amp;release=262.0.0&amp;type=5" title="Help your service reps resolve cases faster with Agentforce Answers surfaced from your Enterprise Knowledge articles, right inside the Enterprise Knowledge component. AI-generated answers reduce manual search time, so your reps spend less time searching and more time resolving cases.">Get AI-Generated Answers in the Enterprise Knowledge Component</a></li>

              </ul>
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_ai_knowledge_translations.htm&amp;release=262.0.0&amp;type=5" title="Accelerate the growth of your business with natively embedded AI Knowledge Translations. Empower your knowledge authors to close gaps in your knowledge base created by lag times between translations.">Generate Knowledge in Multiple Languages Simultaneously with AI Knowledge Translations</a></li>
              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e495 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel.htm&amp;release=262.0.0&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="d188128e498 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_cc_for_service_v2.htm&amp;release=262.0.0&amp;type=5" title="Transform how your supervisors monitor contact center operations. Build custom layouts that display real-time and historical metrics side-by-side with other Lightning App Builder components. Command Center for Service V2 introduces a flexible and modular workspace that you can configure using the Lightning App Builder.">Customize Your Supervisor Experience with Command Center for Service V2</a></li>

              </ul>
            </td>

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

## May '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="d188128e700">Product Area</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d188128e703">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="d188128e700 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&amp;release=262.0.0&amp;type=5" title="Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).">Voice</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scv_renm.htm&amp;release=262.0.0&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. The updated telephony model names appear automatically for you and provide a consistent terminology experience across your setup.">Track Your Telephony Models with New Salesforce Voice Names</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_perm_set_renm.htm&amp;release=262.0.0&amp;type=5" title="As Service Cloud Voice becomes Salesforce Voice to take advantage of the latest AI innovations and capabilities, we’re also renaming the permission sets, and permission set licenses. The updated names appear automatically for you and provide a consistent terminology experience across your setup.">Track Your Permission Sets and Licenses with New Salesforce Voice Names</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_eca.htm&amp;release=262.0.0&amp;type=5" title="Align your contact centers with the latest platform standards by using External Client Apps (ECA) for authentication. Previously, Salesforce used Connected Apps to handle identity management between Salesforce and the telephony provider. Now, new contact centers use a managed ECA, and contact centers manually created by using an XML file require you to create a local ECA. Your preexisting contact centers aren’t affected and continue to function securely with their current Connected App configurations.">Improve Your Contact Center Security with External Client Apps</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicecall_link.htm&amp;release=262.0.0&amp;type=5" title="When you initiate an outbound call by using Click-to-Dial from a custom object, or a standard object, such as Account, Case, Contact, Lead, CollectionPlan, ContactRequest, WorkOrder, or Opportunity, the resulting VoiceCall record 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 available only for Salesforce Voice with Telephony Providers, this automatic linking is now fully supported in Agentforce Contact Centers.">Link Voice Calls to Their Source Records Automatically in Agentforce Contact Centers</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_AI_afcc_convo.htm&amp;release=262.0.0&amp;type=5" title="Make sure that your customers always get the help they need by escalating complex issues from an AI agent to a service rep in Salesforce Voice channels. By using the Escalation topic and an outbound Omni-Channel flow, your Agentforce agents can now easily route Salesforce Voice conversations along with their full history to the right destination. Agentforce Contact Centers in the Salesforce Voice (Native Telephony) model now fully support these escalation capabilities.">Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_connector_readiness.htm&amp;release=262.0.0&amp;type=5" title="Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.">Stabilize Rep Experience by Preventing Calls Before Reps Are Ready</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scheduled_callbacks.htm&amp;release=262.0.0&amp;type=5" title="Give customers more control by allowing them to request a callback at a time that works for them. Previously in Salesforce Voice (Native Telephony) and in contact centers that route calls with Omni-Channel Unified Routing, callbacks were routed based on rep availability only. Now you can define specific timing and callback behavior through your IVR configuration or custom routing logic.">Deliver Better Service with Flexible Scheduled Callbacks</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_calls_with_headset_in_afcc.htm&amp;release=262.0.0&amp;type=5" title="Reps can manage voice calls more efficiently and conveniently by using a headset to accept, decline, mute, hold, and end calls. This feature supports a variety of headsets, such as Plantronics, Sennheiser, Jabra, Yealink, and VBeT. Previously supported on Salesforce Voice with Telephony Providers, this feature is now fully supported on Salesforce Voice (Native Telephony).">Manage Voice Calls with Headset in Agentforce Contact Centers Easily</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_preview_callback_req.htm&amp;release=262.0.0&amp;type=5" title="Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.">Preview Callback Request Before Dialing</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_link_calls_to_work_orders.htm&amp;release=262.0.0&amp;type=5" title="The RelatedId field on the VoiceCall object now supports WorkOrder, so reps can directly link voice calls to work orders without any custom development. This gives reps full call history right from the WorkOrder record, saving time and manual effort.">Link Voice Calls to Work Orders Directly</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_do_more_with_unified_routing.htm&amp;release=262.0.0&amp;type=5" title="Enhance Salesforce Voice with Partner Telephony with extended Unified Routing capabilities. You can now use the Route Voice Call API to make intelligent routing decisions and transfer active calls directly to Omni-Channel flows for dynamic destination mapping. Additionally, the new Request Callback API offers customers an option to request a callback instead of waiting on hold.">Do More with Unified Routing Using Callbacks, Transfer to Flow, and Route Voice Call API</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_toolkit_api_customize_voice.htm&amp;release=262.0.0&amp;type=5" title="The Toolkit API feature provides APIs, methods, and events to build and customize voice-enabled components by using LWC or Aura. You can control call actions, subscribe to telephony lifecycle events, and access real-time call data.">Customize Salesforce Voice by Using Toolkit API</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_voice_transcription_performance.htm&amp;release=262.0.0&amp;type=5" title="Boost call transcription accuracy, support business-specific language needs, and reduce transcription latency by selecting a preferred speech-to-text model at the org level. Help support teams deliver seamless multilingual support and a more reliable service experience.">Enhance Voice Transcription Performance</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_manage_telephony_audio_.htm&amp;release=262.0.0&amp;type=5" title="Simplify telephony administration by hosting .mp3 and .wav files in Salesforce for instant deployment to IVR prompts and queue announcements. Deliver a consistent caller experience across all routing flows with a unified repository that provides admins with real-time file validation.">Manage Telephony Audio Directly in Salesforce</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_prioritize_customer_calls.htm&amp;release=262.0.0&amp;type=5" title="Improve service-level performance by routing voice calls based on when they must be accepted. Configure acceptance due dates in a flow to prioritize urgent calls over older calls with later deadlines. Give supervisors greater visibility into calls approaching or breaching SLA targets through built-in backlog views and reporting. Increase response speed, strengthen customer satisfaction, and deliver more consistent service experiences by aligning routing with business priorities.">Prioritize Urgent Customer Calls with SLA-Based Routing</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_last_support_routing.htm&amp;release=262.0.0&amp;type=5" title="Strengthen customer relationships by reconnecting callers with the last service rep they spoke with to preserve context, reduce repeat conversations. Also, offer a callback with the same rep if they’re unavailable. Improve first-call resolution and shorten handle times by routing inbound calls to the same rep using a flow. Deliver faster, more personalized support while reducing unnecessary effort for both customers and reps.">Build Stronger Customer Relationships with Last Support Rep Routing</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_accelerate_automated_calling.htm&amp;release=262.0.0&amp;type=5" title="Reach customers before they call in by launching automated outbound voice calls directly from flows. Trigger appointment reminders, surveys, delivery updates, payment follow-ups, and AI-led service conversations without third-party tools or custom integrations. Configure caller ID, initiate calls instantly, and the caller’s next step through IVR prompts, customer input, Agentforce Service Agent conversations, or automatic call completion. Improve response rates and deliver more timely, personalized customer interactions while reducing manual calls. Strengthen service efficiency, lower inbound call volume, and build customer trust through consistent, automated engagement.">Accelerate Proactive Customer Outreach with Automated Outbound Calling</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_disaster_rec.htm&amp;release=262.0.0&amp;type=5" title="Automatically migrate rep statuses to a backup contact center when you activate Disaster Recovery for Amazon Connect. Additionally, activating disaster recovery is disabled until your Amazon Connect replication is complete, allowing a seamless transition to the backup contact center.">Streamline Disaster Recovery with Automated Status Migration</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_phone_assign.htm&amp;release=262.0.0&amp;type=5" title="Your reps can procure and assign local or standard company phone numbers to themselves without waiting for admin assistance. They can release a phone number and free it up for others once it’s no longer needed. Reps also have the flexibility to switch between numbers based on the specific business requirements.">Directly Manage Your Caller Identity with Autonomous Phone Number Assignment</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicemail_drop.htm&amp;release=262.0.0&amp;type=5" title="When an outbound call reaches voicemail, your reps can leave a pre-recorded message and disconnect the call. They can drop a default recording or select from several options to deliver the most relevant message. As it plays in the background, your reps can move on to the next task immediately, increasing productivity.">Boost Rep Productivity with Voicemail Drop for Outbound Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_personal_greetng.htm&amp;release=262.0.0&amp;type=5" title="Deliver personalized calling experiences with pre-recorded voicemail greetings that play when your reps can’t take an inbound call. Reps can record up to ten greetings to meet specific requirements. Any messages left by the callers are stored in your rep’s personal voicemail box for review at any time. If your reps have assigned phone numbers to themselves, they can link them to specific voicemail greetings to provide the most relevant message.">Record Personalized Voicemail Greetings for Inbound Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc21.htm&amp;release=262.0.0&amp;type=5" title="Update your contact center to version 21 to unlock the latest Voice features. This version introduces robust retry logic to handle rate limiting seamlessly, advanced controls for scheduled callbacks, and dynamic security token generation for Session Initiation Protocol (SIP) transfers. 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_track_changes_voice_call_records.htm&amp;release=262.0.0&amp;type=5" title="Track changes to fields on the VoiceCall object. Select and monitor up to 20 fields. When a tracked field changes, a log entry captures the old value, the new value, the user who made the change, and the date and time. Activity fields aren't supported for history tracking.">Keep an Audit Trail of Voice Call Record Changes (Pilot)</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_byot_eca.htm&amp;release=262.0.0&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 Salesforce Voice with Partner Telephony integrations continue to work, you aren’t able to create new connected apps without first requesting the ability from Salesforce Support. Because Salesforce plans to eventually replace connected apps with ECAs, consider migrating to an external client app for Salesforce Voice with Partner Telephony.">Improve Security for Partner Telephony by Migrating to an External Client App</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email.htm&amp;release=262.0.0&amp;type=5" title="Enhance your email capabilities with improved template tracking and intelligent Agentforce Service agents. Use the Last Used Date and Times Used fields to monitor how frequently and recently support reps apply specific email templates on cases. Gain greater control over agent behavior using the new Agentforce Builder and Agent Script, and secure your implementation with a simpler setup process that removes the Customize Application permission requirement.">Email</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_email_template_usage_on_case_records.htm&amp;release=262.0.0&amp;type=5" title="Monitor how frequently and recently users apply specific email templates. Now, the Last Used Date and Times Used fields update on email templates when used from the Lightning email composer on cases.">Track Email Template Usage on Case Records</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 ">Agentforce Contact Center: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&amp;release=262.0.0&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="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_add_number_later_2.htm&amp;release=262.0.0&amp;type=5" title="To reduce migration downtime from two or more days to under four hours, migrate your WhatsApp Business Account (WABA) to Unified WhatsApp first and elect to add your phone number later. Previously, you could only migrate your WABA with a phone number, which set in place a 1-2 day downtime before you could migrate templates.">Migrate From Marketing Cloud Engagement or a Business Service Provider to Unified WhatsApp Faster</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_inactivate_and_end.htm&amp;release=262.0.0&amp;type=5" title="To quickly clean up sessions with an idle end user, configure a messaging channel to auto-end or auto-inactivate and then end sessions after a specified length of time. Previously, you could auto-inactivate sessions in a channel, but auto-ending wasn’t an option.">End Inactive Messaging Sessions Automatically</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_whatsapp_templates.htm&amp;release=262.0.0&amp;type=5" title="Build and manage Utility and Marketing WhatsApp templates directly in Salesforce. You can now create, edit, submit for approval, publish, and delete these template types in Messaging Component Builder. By managing WhatsApp templates directly in Salesforce, you save time and minimize synchronization issues with your WhatsApp Business Account (WABA). Previously, you had to create the WhatsApp templates and manage them in your WhatsApp Business account, and then import them into Salesforce.">Streamline the Management of WhatsApp Templates</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_render_template_context.htm&amp;release=262.0.0&amp;type=5" title="WhatsApp templates (configured as a notification messaging component) now render in full rich content in the Service Console. This allows service reps to see the header (including media files), the body, the footer, and button options, providing valuable context for the chat and reducing extended handle time that might result from clarifying questions. Previously, reps could only see the internal name of a notification component in the Service Console.">Let Service Reps View the Rich Content Version of a Notification Messaging Component</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_acw_transfer.htm&amp;release=262.0.0&amp;type=5" title="Give your service reps the time they need to log notes or update records after transferring a conversation. To permit After Conversation Work (ACW) for transfers, configure the Enhanced Conversation component to keep messaging tabs active after a handoff instead of closing automatically.">Finish Wrap-Up Work After a Transfer</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_case_and_messaging_session.htm&amp;release=262.0.0&amp;type=5" title="Select Messaging Sessions as a related object on the Cases object in a custom report type. Previously, you couldn’t view messaging sessions per case using a custom report type.">Report on Messaging Sessions that Relate to a Case</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_rep_first_response.htm&amp;release=262.0.0&amp;type=5" title="Use a new field value to capture the time (in seconds) between when a conversation is routed to a Service rep or queue, and when a service rep first responds. Service Rep First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, identifying how quickly a rep responded after a session transfer required complex LWC development or API callouts to the ConversationEntry object.">Track Service Rep First Response Time Automatically</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_chat_retirement.htm&amp;release=262.0.0&amp;type=5" title="Legacy chat is scheduled for retirement on February 14, 2026, and is in maintenance mode unit then. You can continue to use chat until that date, but we recommned transitioning to Messaging for In-App and Web for modernized customer communication. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.">Legacy Chat Is Being Retired</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_262_fb_retirement.htm&amp;release=262.0.0&amp;type=5" title="If you haven’t yet upgraded your Standard Facebook Messenger channels to enhanced channels, upgrade now to avoid a service interruption. These channels, which were retired on Feb. 14, 2026, will stop working during the week of June 1, 2026.">Standard Facebook Messenger Channels to Stop Working in June</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_262_sms_retirement.htm&amp;release=262.0.0&amp;type=5" title="If you haven’t yet upgraded your Standard SMS channels to enhanced channels, upgrade now to avoid a service interruption. These channels, which were retired on Feb. 14, 2026, will stop working during the week of July 1, 2026.">Standard SMS Channels to Stop Working in July</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_bsuid.htm&amp;release=262.0.0&amp;type=5" title="Soon, WhatsApp users will be able to select a username and hide their phone number. This privacy feature from Meta is optional, but businesses must be ready to identify and communicate with users via a new identifier called the Business-Scoped User ID (BSUID).">Get Ready for WhatsApp Username Changes</a></li>


                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_abandoned_chats.htm&amp;release=262.0.0&amp;type=5" title="Configure a timeout for conversations that customers abandon by closing their browser or tab, navigating away from the page, or losing their connection. Abandoned messaging sessions are marked inactive and removed from agent queues, helping service reps focus on active customer conversations.">Mark Abandoned Messaging Sessions Inactive</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 ">Agentforce Contact Center: Messaging: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc.htm&amp;release=262.0.0&amp;type=5" title="Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for Contact Center as a Service (CCaaS).">Bring Your Own Channel</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_close_agentwork.htm&amp;release=262.0.0&amp;type=5" title="Prevent work items from being stranded and ensure customer conversations are handled promptly by using a server-side API to close agent work items in Bring Your Own Channel. Previously closing agent work was possible with client-side mechanisms only. This new API frees up rep capacity by inactivating Messaging sessions or skipping After Conversation Work (ACW) if a rep loses connection or closes their browser during a conversation.">Free Rep Capacity by Closing Agent Work Programmatically</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_citations.htm&amp;release=262.0.0&amp;type=5" title="Build trust in AI-generated responses by providing source references in your Bring Your Own Channel outbound messages. Messaging end users can now verify Agentforce Service Agent's answers against knowledge articles or other sources directly within your custom UI. With source links and character offsets in the outbound message payload, partners can render inline markers or a dedicated sources section.">Increase Transparency with AI Response Citations</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_acw.htm&amp;release=262.0.0&amp;type=5" title="Give your service reps the time they need to log notes or update records after transferring a conversation. To permit After Conversation Work (ACW) for transfers, configure the Enhanced Conversation component to keep messaging tabs active after a handoff instead of closing automatically.">Give Reps After Conversation Work Time Following a Transfer</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 ">AI Agents for Service Cloud: <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_hr_svc.htm&amp;release=262.0.0&amp;type=5" title="Streamline your HR operations with a library of prebuilt autonomous agents. Reduce administrative overhead by enabling employees to self-manage common HR tasks, such as payroll and profiles, while empowering managers to instantly handle leave approvals and performance goals.">Agentforce for HR Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_prebuilt_agent_library.htm&amp;release=262.0.0&amp;type=5" title="Automate common HR tasks by using dedicated agents from the prebuilt agent library. Your employees can autonomously view payroll and update personal information, while managers can efficiently approve leave requests and manage performance goals. These agents help users complete tasks faster and reduce manual administrative work.">Put Agentic AI to Work on Common HR Tasks with a Prebuilt Agent Library</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_ai_solutions.htm&amp;release=262.0.0&amp;type=5" title="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.">AI Solutions for Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_enhanced_summaries_language.htm&amp;release=262.0.0&amp;type=5" title="Generate Enhanced Summaries in the language set in your locale settings, regardless of the language used during customer interactions. With locale-based summaries, you can review and understand AI-generated content in your own language before saving it. Enhanced Summaries now support Danish, Dutch, Finnish, Korean, Norwegian, Portuguese (Brazilian), Portuguese (European), Russian, Swedish, and Thai, in addition to the previously supported languages.">Generate Enhanced Summaries in Your Preferred Language</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_work_summaries_language.htm&amp;release=262.0.0&amp;type=5" title="Generate Einstein Work Summaries for Enhanced Messaging sessions and Voice calls in the language set in your locale settings, regardless of the language used during customer interactions. With locale-based summaries, you can review and understand AI-generated content in your own language before saving it. Work Summaries for Enhanced Messaging sessions and Voice calls now support Danish, Dutch, Finnish, Korean, Norwegian, Portuguese (Brazilian), Portuguese (European), Russian, Swedish, and Thai, in addition to the previously supported languages.">Generate Work Summaries in Your Preferred Language</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_case_summaries_beta_retirement.htm&amp;release=262.0.0&amp;type=5" title="Work Summaries for Case (beta) is scheduled for retirement on September 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>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_case_management.htm&amp;release=262.0.0&amp;type=5" title="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.">Case Management</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_draft_case_comments_with_agentforce.htm&amp;release=262.0.0&amp;type=5" title="Your service reps can now generate professional and contextual case comments using natural language prompts. The out-of-the-box templates provide consistent communication by grounding responses in case history, customer interactions, and knowledge articles. Reduce the time your users spend on manual writing and ensure a standardized approach to case management.">Draft Contextual Case Comments Instantly with Agentforce</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_find_case_experts.htm&amp;release=262.0.0&amp;type=5" title="Your service reps can now identify the best available experts for complex cases using a specialized Agentforce Action. Find Case Expert analyzes case context, historical resolution patterns, and real-time availability to suggest three to five ranked professionals with specific reasoning. These recommendations help your reps resolve issues faster by facilitating immediate collaboration through Slack or seamless case reassignment.">Find Case Experts Instantly with Agentforce Actions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_assign_community_cases_automatically_with_standard_assignment_rules.htm&amp;release=262.0.0&amp;type=5" title="Standard case assignment rules now run automatically and consistently for all records created through Experience Cloud sites. Eliminate the need for custom code or complex flows to route self-service cases. You can now manage all routing logic in one standard location to ensure cases reach the right agents immediately.">Assign Community Cases Automatically with Standard Assignment Rules</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_customer_signals_intelligence.htm&amp;release=262.0.0&amp;type=5" title="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.">Customer Signals Intelligence</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_real_time_insights_case.htm&amp;release=262.0.0&amp;type=5" title="Empower your service team to respond to customer needs faster by surfacing real-time sentiment data in Service Assistant for Case and Messaging. Agents stay informed of customer sentiment levels while supervisors use trend data to make informed, data-driven staffing decisions. This visibility helps your team maintain service consistency and handle high-pressure interactions with confidence.">Drive Faster Service Decisions with Real-Time Sentiment Insights</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_clustering.htm&amp;release=262.0.0&amp;type=5" title="Grouping contact reasons into clusters derives actionable insights from granular contact reason data. This granularity improves visibility into customer concerns, facilitating timely interventions. Admins can manually adjust clusters based on business needs.">Group Contact Reasons for Clearer Customer Service Insights</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_milestones.htm&amp;release=262.0.0&amp;type=5" title="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.">Entitlements and Milestones</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_agentic_milestones.htm&amp;release=262.0.0&amp;type=5" title="Use generative AI to autonomously complete routine communications tied to Service Level Agreements (SLAs) for cases. Agentforce drafts and sends contextually relevant first responses and periodic status updates to your customers based on resolution progress. By offloading these repetitive communications, your service reps can focus on complex problem-solving while maintaining nearly 100% SLA compliance for digital agent-owned milestones.">Achieve Near Perfect SLA Compliance with Agentic Milestones (Beta)</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_sla_predictive_insights.htm&amp;release=262.0.0&amp;type=5" title="Help your service reps stay ahead of potential delays and service-level agreement (SLA) breaches by predicting the likelihood of a case missing its SLA. This feature provides a quantifiable risk score on case records based on real-time data like priority, status, and recent activity. By identifying high-risk cases early, service reps can prioritize their workload and prevent breaches.">Predict and Prevent SLA Breaches with Proactive Risk Scoring</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management.htm&amp;release=262.0.0&amp;type=5" title="Get detailed insights into survey analytics with Tableua Next dashboards.">Feedback Management</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_feedback_management_tableau_next_dashboards.htm&amp;release=262.0.0&amp;type=5" title="Use prebuilt Tableau Next dashboards to track how customer feedback evolves across lifecycle stages. Powered by Tableau, these dashboards provide richer visualizations and flexible analysis of feedback data across the entire customer journey. You can uncover survey insights and improve the customer experience.">View Survey Analytics with Tableau Next Dashboards</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_service.htm&amp;release=262.0.0&amp;type=5" title="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.">HR Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_ccp_to_uel.htm&amp;release=262.0.0&amp;type=5" title="Replace fragmented licensing and streamline administration by migrating your employees to the Unified Employee License (UEL). This opt-in, identity-only migration preserves user IDs, usernames, and record ownership. Unifying your employee persona reduces identity inconsistencies across IT Service, HR Service, and Slack. After you migrate your employees to UEL, you can’t go back to Customer Community Plus (CCP).">Seamlessly Migrate Your Employees from Customer Community Plus to Unified Employee License</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_unified_portal_enhancements.htm&amp;release=262.0.0&amp;type=5" title="Track approvals, report misconduct, and access employee data more efficiently with updated record layouts. See the full approval history for a request directly on the record, and managers assigned to a ticket can use the Review button to identify who is handling a request. To enable discreet misconduct reporting, select the Confidential Cases checkbox on a ticket. The record is automatically flagged and routed only to authorized HR representatives. Redesigned profile views also separate professional data from personal details for better visibility.">Personalize the Employee Experience with Unified Portal Enhancements</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_jumpstart_your_hr_services.htm&amp;release=262.0.0&amp;type=5" title="Accelerate time-to-value for HR Service with recommended configurations that simplify day-one setup. The foundational HR Service Solution enables settings and installs the metadata and sample data required to try out HR features. To test employee self-service and HR case management in a safe environment, first deploy these preconfigured assets to a sandbox before moving to production. Discover and configure additional feature capabilities, such as employee provisioning and enablement programs, all from a single location in Setup.">Install a Prebuilt Solution to Jumpstart Your HR Services</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_hr_svc_prebuilt_service_templates.htm&amp;release=262.0.0&amp;type=5" title="Let your employees efficiently manage their HR needs with a library of prebuilt HR service workflows. These templates cover standardized high-demand functions such as payroll, leave requests, and benefits. You can deploy these workflows as standalone service processes or connect them to third-party HR systems.">Deploy HR Workflows Faster with Prebuilt Service Templates</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_salesforce_knowledge.htm&amp;release=262.0.0&amp;type=5" title="Get AI-generated answers in the Enterprise Knowledge component. Unified Knowledge retires in Summer ‘27, so migrate to Salesforce Enterprise Knowledge.">Knowledge</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_unified_knowledge_retirement.htm&amp;release=262.0.0&amp;type=5" title="Unified Knowledge is scheduled for retirement in Summer ’27. You can continue using it until then, but we recommend migrating to Salesforce Enterprise Knowledge, powered by Data 360. By using Data 360 connectors, you can ingest your external knowledge into Salesforce and integrate it with your native Salesforce Knowledge, creating a single, comprehensive knowledge base. Salesforce Enterprise Knowledge includes many of the features you love from Unified Knowledge, plus improved file size handling, enhanced innovation, and better data storage and pipeline capabilities.">Unified Knowledge 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="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel.htm&amp;release=262.0.0&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="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_AI_afcc_convo.htm&amp;release=262.0.0&amp;type=5" title="Make sure that your customers always get the help they need by escalating complex issues from an AI agent to a service rep in Salesforce Voice channels. By using the Escalation topic and an outbound Omni-Channel flow, your Agentforce agents can now easily route Salesforce Voice conversations along with their full history to the right destination. Agentforce Contact Centers in the Salesforce Voice (Native Telephony) model now fully support these escalation capabilities.">Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_queues_hierarchies.htm&amp;release=262.0.0&amp;type=5" title="To better control record sharing, use the Grant Access Using Hierarchies setting on queues to choose whether records shared with queue members are also shared with their superiors. Previously, superiors were always added to queues by default and often received too many email notifications.">Control Queue Access for Superiors in the Role Hierarchy</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_stnd_eol.htm&amp;release=262.0.0&amp;type=5" title="Standard Omni-Channel is scheduled for retirement in Summer ‘26. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer ‘26 rollout.">Standard Omni-Channel Is Scheduled for Retirement</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_schedule_work.htm&amp;release=262.0.0&amp;type=5" title="You can now set a specific date and time for work items to to be routed in the future instead of adding them immediately to the routing backlog. This change helps your teams manage callbacks and follow-ups by matching work with available reps only when the scheduled time passes. Supervisors can also track these scheduled items directly within the Command Center for Service backlog.">Schedule Work Items to Route at a Specific Date and Time</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_custom_requested_date.htm&amp;release=262.0.0&amp;type=5" title="Prioritize work items based on when they were first requested instead of when they entered a queue. Use original record timestamps to keep older tasks at the front of the queue. This helps you prioritize transferred work items or callback retries based on their initial request time.">Route Work Based on Original Request Date</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_connector_readiness.htm&amp;release=262.0.0&amp;type=5" title="Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.">Stabilize Rep Experience by Preventing Calls Before Reps Are Ready</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_connect_users_to_ai_agents_faster.htm&amp;release=262.0.0&amp;type=5" title="Eliminate unnecessary communication steps when routing to bots to make routing more efficient. Conversations now skip the pending service request process and move directly to an accepted state. Your users receive immediate responses because bots join conversations without waiting for synchronous confirmation.">Connect Your Users to AI Agents and Enhanced Bots Faster</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d188128e700 "><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_self_service.htm&amp;release=262.0.0&amp;type=5" title="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.">Self Service</a></td>

            <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d188128e703 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_configure_agentforce_orchestrator_for_your_experience_cloud_site_interactions.htm&amp;release=262.0.0&amp;type=5" title="Configure Agentforce Orchestrator to route interactions from your Experience Cloud site to the correct AI agents and service workflows. Define agent assignments, personalization signals, and routing configurations that support AI-driven self-service experiences on your site.">Configure Agentforce Orchestrator for Your Experience Cloud Site Interactions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_route_experience_cloud_site_conversations_to_agentforce_orchestrator_with_omni_channel.htm&amp;release=262.0.0&amp;type=5" title="Use Omni-Channel Messaging Settings to associate your Experience Cloud site with an Agentforce Orchestrator configuration. Connect site conversations to the appropriate AI agents, personalization signals, and backend workflows without custom development.">Route Experience Cloud Site Conversations to Agentforce Orchestrator with Omni-Channel</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_deliver_personalized_recommendations_to_your_experience_cloud_site_users.htm&amp;release=262.0.0&amp;type=5" title="Deliver personalized greetings, prompt suggestions, and recommendations to authenticated users. The recommendations are based on engagement data that Data 360 captures from your Experience Cloud site.">Deliver Personalized Recommendations to Your Experience Cloud Site Users</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_guide_your_users_with_an_intelligent_prompt_bar_on_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="Provide a unified input field on your Experience Cloud site where users can search for information, start conversations, or trigger automated actions. The prompt bar interprets user intent and returns answers, actions, or conversations within the same interface.">Guide Your Users with an Intelligent Prompt Bar on Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_surface_prompt_suggestions_on_your_experience_cloud_site_with_suggestion_themes.htm&amp;release=262.0.0&amp;type=5" title="Show prompt suggestions on your Experience Cloud site by using suggestion themes. Users can select a suggestion to start a request or retrieve information.">Surface Prompt Suggestions on Your Experience Cloud Site with Suggestion Themes</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_help_users_navigate_your_experience_cloud_site_with_the_concierge_sidebar.htm&amp;release=262.0.0&amp;type=5" title="Provide a persistent navigation panel on your Experience Cloud site that combines traditional site navigation with recommended actions and chat resources.">Help Users Navigate Your Experience Cloud Site with the Concierge Sidebar</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_launch_the_concierge_home_experience_on_your_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="Provide a dedicated homepage that combines the prompt bar, suggestions, and navigation components in a unified AI-assisted interface.">Launch the Concierge Home Experience on Your Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_surface_prompt_suggestions_on_your_experience_cloud_site_with_suggestion_themes.htm&amp;release=262.0.0&amp;type=5" title="Show prompt suggestions on your Experience Cloud site by using suggestion themes. Users can select a suggestion to start a request or retrieve information.">Surface Prompt Suggestions on Your Experience Cloud Site with Suggestion Themes</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_help_users_navigate_your_experience_cloud_site_with_the_concierge_sidebar.htm&amp;release=262.0.0&amp;type=5" title="Provide a persistent navigation panel on your Experience Cloud site that combines traditional site navigation with recommended actions and chat resources.">Help Users Navigate Your Experience Cloud Site with the Concierge Sidebar</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_launch_the_concierge_home_experience_on_your_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="Provide a dedicated homepage that combines the prompt bar, suggestions, and navigation components in a unified AI-assisted interface.">Launch the Concierge Home Experience on Your Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_provide_ai_assistance_on_experience_cloud_site_record_pages.htm&amp;release=262.0.0&amp;type=5" title="Show contextual AI recommendations and actions directly on record detail pages, such as cases, orders, or bookings.">Provide AI Assistance on Experience Cloud Site Record Pages</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_resume_conversations_with_chat_history_on_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="You can view and resume previous conversations with the AI concierge across sessions and devices. Each interaction is stored as a conversation thread linked to the user's account, capturing messages, timestamps, and completed tile actions.">Resume Conversations with Chat History on Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_track_user_engagement_on_experience_cloud_site_with_self_service_analytics.htm&amp;release=262.0.0&amp;type=5" title="Capture analytics on interactions across your Experience Cloud site to measure engagement and improve AI recommendations.">Track User Engagement on Experience Cloud Site with Self-Service Analytics</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_review_tasks_and_approvals_from_an_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="Provide a unified interface for employees and managers to review tasks, approvals, and required actions.">Review Tasks and Approvals from an Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_configure_actions_and_agents_for_agentic_search_on_your_experience_cloud_site.htm&amp;release=262.0.0&amp;type=5" title="Define which agents handle search topics and which actions users can complete directly from search results on your Experience Cloud site.">Configure Actions and Agents for Agentic Search on Your Experience Cloud Site</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_insert_enterprise_knowledge_article_urls_into_case_emails_beta.htm&amp;release=262.0.0&amp;type=5" title="Control how knowledge article links in case email replies open by directing customers to articles within your Experience Cloud site.">Insert Enterprise Knowledge Article URLs into Case Emails (Beta)</a></li>

              </ul>
            </td>

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