Spring 22 rolled out to everyone last weekend, but we're still working on the last…
1. Salesforce Spring 22 Features – Lightning Sales Cloud, Einstein Sales Cloud, and General Enhancements
2. Salesforce Spring 22 Features – Service Cloud, Service Cloud Voice and Service Cloud Einstein
Last week we dove into all of the Sales Cloud & general enhancements coming with Salesforce’s Spring 22 release and as usual, for our next post, we’re venturing into the Customer Service side. It’s impossible to get all of the different service-related products into one post these days (I guess it’s possible, but it’d be a really long post and it would take me multiple days to write) so for this one, we’re going to cover Service Cloud itself, Service Cloud Voice, Einstein Bots and Einstein for Service. Field Service will be a stand-alone post and we’re also going to hold off on the Workforce Engagement features and get a post together around that.
I’m writing this one from the road so I don’t have my normal setup which will be interesting. I have a long history of traveling the wrong direction for work – I’ll have major trips to Minneapolis or northern Michigan in February and I’ll wind up in Dallas or Houston in the middle of August. This time I thought I’d finally gotten it right by needing to be in Charlotte in January. Well, I’ve barely been traveling these last two years but it’s comforting to know I haven’t lost my touch. I’m currently writing this while hunkered down in a Charlotte hotel room as a snow/ice storm rages outside. I landed late last night trying to get in ahead of the storm and managed a 10-minute shopping spree so I had some food for the storm before the grocery store closed. It was like the old game show where you had 10 minutes to throw as much stuff in the cart as possible.
Alright, well, with nowhere else to go, I have the alt-J playing and ready to roll here. The order for this one is mostly grouped up by the different aspects of the product (oddly there isn’t much in the release around straight-up Case Management – but a lot on the surrounding pieces). As has been the case for a while now, I’m assuming you’re on Lightning and will try to remember to call out stuff that works for Classic too. Here we go.
General Service Cloud & Knowledge
- MFA Requirements Coming 2/1! – This isn’t really a Spring 22 new feature and not specifically a Service Cloud feature, but I want to make sure this one is super visible as it’s a big deal. We wrote about this in the last two release write-ups, the Spring 22 Sales Cloud write-up, AND even did a post dedicated to our recommendations around MFA – so we’ve had this covered. Hopefully, you’re already all over this, but if you’re an admin reading this thinking “what is Harry talking about?” definitely pay attention and get on this. Effective 2/1 all Salesforce customers are contractually obligated to use MFA for their internal (non-Experience Cloud) logins to Salesforce. This includes all Salesforce products – Salesforce, MuleSoft, Tableau, Slack, Marketing Cloud, Commerce Cloud, etc. Clearly, the reason for this is to improve your security. With the number of hacks happening now – 2021 was an insane year for corporate security hacks – MFA is essentially a must-have to prevent hacks into your systems via your users’ logins. Without a doubt, it’s an annoying extra step for users – but at this point, everyone is used to it. If you need MFA to log into your Peloton app, you should have it for your Salesforce logins too. There are a bunch of considerations to turning this on, especially if you use SSO, so you’ll want to read up on it. Our post has our recommendations, and Salesforce has a thorough FAQ document about it as well. Also, it does look like this is a contractual restriction vs. a technical one. Contractual restrictions are still important – you do not want to be out of compliance with your Salesforce agreement – but it does look like if you’re still working this out, your users will not be suddenly unable to login. Still treat this with urgency (it really is for your own security) and get this figured out.
- Omni Supervisor Updates – Omni Supervisor beefs up with some updates giving customer service managers even more flexibility around how they manage their teams in real-time throughout the day. First, managers can now view offline agents within Omni Supervisor as well as the active ones. Included with this is the ability to filter your view by status. So, if you want to narrow it down to just the online agents, you can exclude the offline ones or vice versa. In addition to the status filters, managers can now also filter based on agent skills or the backlog queue. The screenshot below shows an example of filtering by the backlog queue. This will let managers narrow down the view to specific agents addressing skills or queues as issues arise. Finally, you can now also hide the agent timeline from supervisors if you’d like. This would give your agents more privacy. You’d still obviously be able to get at these numbers from reporting, so this is really for those call centers where the supervisors are more floor managers and not responsible for individual agent performance. Flexibility is never bad and these updates give us a bunch of more options. Added bonus is this applies to Classic as well.
- Leverage Omni-Channel Flow to Route Non-Real-Time Objects – Omni-Channel Flow came out in beta in Summer 21 and went GA in Winter 22 and we wrote about it pretty extensively in both release write-ups. This is an exciting new feature that really lets you get creative with your assignment logic. With Spring 22, this gets expanded even more and you can now route non-real-time objects leveraging this. Previously this was for real-time routing – like Voice Calls or Chats – but now you can leverage it for objects like Cases, Leads, or Custom objects. This gives you the ultimate flexibility to create complex assignment logic that will route these types of records to users. A nice aspect of this is that it acts as a real-time assignment in that it’ll invoke a screen pop when the record is assigned. A lot of power here.
- Incident Management Enhancements – Incident Management was rolled out in Winter 22 and as we predicted, there are a bunch of new enhancements to it in this release. In general, the new incident management allows you to track events that have occurred that impact your customer service – like a product downtime – and lets you build out the process to remediate the issue and measure the overall impact. First up is an expansion of how you attack these incidents when they occur. This opens up the ability to use integrated paths – like work plans and work steps – to build out the steps that are needed to resolve an incident. You’ll be able to set up different paths for different incident types, but these steps could map out processes from the required communication plan to steps that actually resolve the incident and track the progress of how these steps are being taken. We also now get the ability to route these incident records via Omni-Channel so you can get them to the right people based on the steps you are at in the resolution. Incidents can now also be related to other objects – like Accounts or Cases – to allow you to track the impact of an incident. This is a huge deal to make this really effective. For example you can train your agents to link incoming Cases to the incident itself. So let’s say you have a downtime incident that takes two hours to resolve. In those two hours, you might have fifty customers call in and your team is creating Cases for these incoming calls. By linking them to the incident you can measure how many customers were impacted – and depending on your Case data collection, maybe even the specific impact to each customer – and then use that data either for reporting or even for post-incident communications to those impacted customers. This feature is a no-brainer if you’re leveraging this. Finally, you can now also have the ability to set up milestones and entitlements on incident records. Leverage that standard Service Cloud functionality to set up SLAs for these instances and then track if you’ve achieved them or not. Basically, all of these features add the power of Service Cloud features to incident management and now we’ve got a very interesting new capability that could benefit a lot of teams. I mentioned a lot of our customers just leverage Cases with record types for this functionality, but as this continues to expand, it might make sense to start looking to migrate over to this.
- Knowledge Article Links no Longer Expire – A neat little enhancement here around knowledge links. Previously when you sent a link to a knowledge article, that link was only good for as long as the version when you sent the link was still the most recent version of the article. Obviously, when you sent it to the customer, it’s all good, but if that customer tries going back to it a year later and in that period a new version of the article was published, the link wouldn’t work. This is now solved where the link will always bring you to the most recent version of the article in the link. Love it.
- Expand Knowledge Images – Now if you click on an image in a knowledge article it automatically expands into a larger view (just like a lot of blogs, including ours!). Pretty straightforward, but a nice touch.
- Encrypt Data on Social Customer Service – Here is one I didn’t even realize was an issue, but previously you couldn’t encrypt fields on the Social Customer Service objects – Social Persona and Social Post. You will need Shield Platform Encryption in order to accomplish this but you can now add encryption on the following the following fields: Bio, Profile URL, Provider External Picture URL, Real Name on the Social Persona Object and Attachment URL, Headline, Message, Post URL, Social Handle on the Social Post object. If you’re doing a lot of Social Service, you’re collecting a ton of PII information by doing so. This is definitely something you’d want to consider to keep your customer’s PII private and secure.
- Use a Default No-Reply Address for Case Notifications – In Spring 21, Salesforce rolled out the ability to set up a default no-reply email address for email case notifications. Originally this was going to be mandatory to leverage this feature by Spring 22, but they have postponed this until Spring 23 (so a year from now). Not sure if that’s because there are some issues or not, but this feels like a pretty straightforward update and something we’d all want to leverage. Definitely test it out and make sure it’s all set, but this is one I’d get out of the way instead of waiting for another year.
Service Cloud Voice
Service Cloud Voice has a ton of new features with Spring 22. As a reminder, you can leverage multiple telephony systems with Service Cloud Voice and some of these features apply to Amazon Connect and others just to the additional partners and some to all customers. I’ve called out which ones they apply to with each feature.
- Omni Supervisor Additional Enhancements – We already discussed a few additions to the Omni Supervisor page above, but if you are a Service Cloud Voice customer leveraging a partner telephony system you get an even bigger one – the ability to listen in on an ongoing call. Right from the Omni Supervisor page, supervisors can pick a call to listen in to. The agent on the call will be notified this is happening, but the customer won’t. The system only allows a manager to listen to one call at a time – but I’m not sure how you’d listen to multiple calls effectively anyway. In addition, you can now launch the Amazon real-time metrics directly from the Omni Supervisor page. This is for Service Cloud Voice customers leveraging Amazon Connect and not only will it launch the ability to view the real-time dashboard within Amazon Connect, but from here managers can listen in to any Amazon call that is ongoing.
- Share Voice Call Recordings – A nice enhancement here – now anyone with a Salesforce license can listen to a voice call recording – assuming they have been given access to the call record. Previously, only users with the Voice Call Recording permission set could listen to voice calls which made it hard to share these recordings – especially if you’re trying to share with team members outside of the call center. This applies to all versions of Service Cloud Voice.
- Respect Agent Capacity for Voice Calls – This enhancement fixes a bit of an issue that was there around routing voice calls via Omni. Previously, Service Cloud Voice didn’t look at an agent’s capacity within Omni Channel. So, even if an agent was working on something else via Omni and had their capacity at 50%, Service Cloud Voice would ignore it and route a call to them. This is fixed with Spring 22. Basically, if an agent has their current capacity showing anything over 0% that call will be automatically declined and routed to another agent. Huge improvement if you’re trying to allow your agents to work multiple channels of Cases at once.
- Amazon CloudWatch – If you’re a Service Cloud Voice customer leveraging Amazon Connect, you can now leverage Amazon CloudWatch to monitor your telephony performance. This includes two new dashboards that will monitor the health of your Amazon Connect contact center. In addition, you can set up proactive alarms that will trigger and notify you if certain conditions are met. Definitely worth setting up for all customers using Amazon Connect.
- Transcriptions with Custom Vocabulary and Vocabulary Filters – Interesting enhancement to the transcription process for Service Cloud Voice customers with Amazon Connect. You can now leverage Amazon Transcribe to filter specific terms or adjust the transcriptions to standardize on specific vocabulary. The filtering makes a ton of sense – you can use this to filter out profane or offensive language. Obviously, it’d be nicer to think we live in a world where we don’t need to do this, but if anything, the last two years has only made this worse, so this will let you clean up your transcriptions without losing the context. Leveraging custom vocabulary to adjust the transcriptions is also interesting, but I’m struggling to think of big use cases for this. One I can think of is for smarter tagging. If you want to make sure you are flagging very specific terms like “guarantee” or “fire” you could use this to capture multiple ways to say the same term. It’d also be useful for branding standardization within the transcripts. There’s probably something bigger that’s not coming to me or Amazon wouldn’t have built this – but nice to see this is available.
Einstein Bots & Einstein for Service
A big release for Einstein Bots as well and a couple of Einstein for Service improvements as well.
- Language Expansion for Einstein Bots – Einstein Bots is now available to be leveraged in 17 different languages. The list isn’t in the release notes, but here are the 17 (it’s worth noting some of these take more utterances than others to build the model for them): English, English (UK), French, German, Italian, Portuguese (Brazil), Portuguese (European), Spanish, Spanish (Mexico), Danish, Korean, Swedish, Chinese (Simplified), Chinese (Traditional), Dutch, Japanese and Russian. Some of these were in beta previously, but all of them are now GA as part of Spring 22. In addition, new analytics allow you to report on your bot’s performance by specific language or aggregate metrics across all languages. This is a must-have to optimize the bots by language.
- Conversation Canvas – Bot Builder gets replaced with a new streamlined Conversation Canvas interface. This is a more intuitive UI and eliminates a lot of the different menu items you needed to pop around and lets you build your bots in a more intuitive flow. The Conversation Canvas is turned on by default but you can still toggle back on the current Bot Builder UI if needed or preferred.
- Einstein Bots API – Intriguing new capability to allow you to reach Einstein Bots capabilities via the API instead of needing to do it within one of the channel interfaces. This would let you build lightning or even web components to embed your bots and interface with them via the API. Where this is really powerful is if you can leverage bots you already have within service for other areas. For example, if you have a bot trained to help with order information and it’s already in your chat UI, you could call this same bot from your commerce site without using chat or even roll out an app that you can give to your partners that doesn’t require them to start a chat. Really cool. This is in beta right now – so you probably want to really test this out before releasing it in a customer-facing environment, but this really expands the capabilities for Einstein Bots.
- Update Active Bots – Bots admins will love this one. Now, you can update your intent models with new intent sets without having to take your bot offline. No more having to de-activate your bot at night or having to create clones of your bot to rebuild your model – now with a push of a button your model is updated even while your bot is active. Very nice.
- Einstein Bot Analytics Enhancements – We already mentioned the language-specific enhancements to the analytics above, but we get a few other analytic enhancements with Spring 22 as well. First, we get engaged session metrics and reports. An engaged session is any session where the user actually interacts with the bot – basically by responding or clicking on something other than just “end chat.” With all bots, some users will just disengage once they realize they are dealing with a bot, and being able to filter out that noise and just focus on the sessions where the users engaged is big – and it’s great seeing it done automatically. Next up is a great enhancement – the ability to create a “completed goal” log action. When you’re analyzing your bot interactions a lot of the interaction could be information gathering prior to being able to deliver what the customer is looking for. A lot of times you want to measure your bot on whether it actually resolved the issue by delivering the answer or did a customer drop off in mid-conversation before the bot could get to that point. Now you can define your “completed goal” actions – like delivering an order status or delivering a knowledge article or maybe completing a record request – and then you can measure your bot’s performance on how often they reach these points. This is a terrific enhancement and will really let you measure how useful your individual bots are. Finally, Spring 22 delivers a slew of standard reports to expand your analytics. Some of these are leveraging the enhancements we just covered, but others are just an expansion of your bot analytics toolkit. The new reports include All & Engaged Sessions (Today and Last 30 days variations), Article Chosen Last 30 Days, Article Positive Feedback Last 30 Days, Escalations (Today and Last 30 days variations), and NLP Intents Called (Today and Last 30 days variations). All of these changes are terrific to see.
- Article Answers Improvements – Article Answers within Einstein Bots gets a few enhancements too. All of these are in beta, but they seem harmless enough that you should be comfortable rolling these out. I’d still test them out a bit, but you’re probably safe. First up, Article Answers now supports long text fields. Especially for knowledge, this is extremely useful and now your bots can deliver these longer answers. In addition, you can now add more than one question to your knowledge articles. This is particularly useful if you’re trying to map variations of how a question might be asked, which will make the model more accurate. Finally, you get a few additional languages that support Article Answers. Chinese (Simplified), Chinese (Traditional), Portuguese (Brazil), and Portuguese (European) can now all leverage this.
- Einstein Bot Certifications – Last but not least for Einstein Bots is they get a couple of shiny new certifications with Spring 22. With Spring 22, Einstein Bots is now ISO and SOC2 Type 2 certified. For most of you out there, this probably isn’t too meaningful but for some, this is a huge new feature that will let you take advantage of Einstein Bots where you couldn’t before.
- Einstein Article Recommendations Expansion – Einstein Article Recommendations gets twice as powerful with Spring 22. We now have double the amount of fields we had previously to leverage for the article predictions when training the model for this. This also includes the ability to leverage fields that might just be relevant for a specific Case or Article record type. This will absolutely make the recommendations stronger.
- Einstein Case Classification Segment Count Change – A small change to the case counts to see if you’re eligible to build an Einstein Case Classification model. Now, only closed Cases will count towards the segment count. This will make it a tiny bit harder to qualify, but will probably make the model more accurate as well.
Alright, that’s a wrap for Service Cloud, Service Cloud Voice & Einstein for Service. Keep an eye out for Field Service and Workforce Engagement posts in the next couple of weeks. This is a big release for bots – especially when you include the Sales Cloud bot enhancement we went over in the Sales Cloud post. As always, if you want some help setting up any of these features or just have some questions, feel free to reach out and we’ll get a Solution Architect to help. Thanks for reading!