Salesforce on Thursday introduced a series of new features and tools to Service Cloud, with the intent of streamlining experiences between customer service agents and consumers. Service Cloud is one ...

Expanded collaboration brings NiCE’s AI-powered CX and intelligent orchestration together with Agentforce in Salesforce Service Cloud, empowering businesses to deliver complete customer service ...

Salesforce today announced new AI-powered automation and digital channel technologies for Service Cloud to power features for service agents and customers. The first set of tools aims to predict, ...

Monet Software has released a workforce management (WFM) solution for Salesforce.com that integrates with Salesforce Service Cloud or Sales Cloud case management systems. With this omnichannel WFM ...

Salesforce is bringing its Einstein Bots to market as part of the next generation of Service Cloud, along with a bevy of other new features. With Einstein Bots, the aim is to help companies automate ...

Agentforce was the big news at Dreamforce, but it’s not all about replacing humans. On the Service Cloud front, equally important were other steps organizations can take to leverage artificial ...

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With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare. It wasn’t easy to manage and route ...