Service Innovations, a collection of components from Industries available in
Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer
cases and proactively address issues.
Required Editions
These components are available as part of Service Innovations.
Identity Verification
Contact center reps use this feature to verify the identity of an individual through
communication channels, such as open CTI, voice, messaging, and in-person visit.
Audit Trail
Administrators
use this feature to audit the identity verification records generated by the Identity
Verification feature. The feature helps detect compliance frauds and identity breaches.
Timeline
Contact center reps use this feature to get a chronological view of the events relating to
a person or resource in one place.
Action Launcher
Contact center reps use this feature to search for and launch actions and service processes
to assist individuals with their requests and issues.
