Dreamforce 2021 - Day 3 Highlights
In addition to some of the common themes that have been discussed throughout the conference, several of the final day’s sessions were focused on two areas of heavy investment by Salesforce: Service Cloud and integrations using MuleSoft.
If you are a fan of Salesforce’s Flow engine, several of the Service Cloud enhancements that have been announced will be exciting to you. What has recently been strong functionality independently within Salesforce will now feel more like a calculated, seamless offering targeted at solving specific problems within the contact center space. Here are the top tools that were discussed at Dreamforce:
For a long time, folks have struggled with building complex routing requirements into whatever system they are using to interact with customers. Coding a solution was generally the only option, making it difficult to absorb large-scale changes should the business logic change or tests fail. Multiply that issue by a factor of however many platforms are being used for each channel, like phone, chat, email, etc.
Now, with Omni-Channel Flow and its expanded use cases, you can use the familiar drag-and-drop low-code tools to simplify your routing logic, visualize the requirements in what you are building, and most importantly rapidly test and adapt to new information regardless of channel.
Einstein Case Classification in Flow
Taking our combination of Service Cloud functionality with Flows a step further, when your Case comes in through one of your channels, you can leverage AI-powered features to determine attributes like the Case Reason. This tool does not have to live in a silo any longer, as the reasoning logic can be made available within your Omni-Channel and other flows for more intelligent decisioning purposes.
In addition to simple classification, the Einstein platform can group common issues together into a more formal incident management mechanism. With this, related reports can be managed from a single place, including progress updates and customer communications. Even more impressively, an integration with Slack allows channels to be organized for active incidents to keep the most relevant individuals informed on the most recent developments.
Einstein Article Recommendations in Flow
Given all the additional information that is now accessible within the Flow engine, Salesforce will allow for intentional outputs of recommended Knowledge Articles as well. If you have experienced what was a seemingly irrelevant recommendation in the past, the idea is that tying all these tools together will help improve upon that issue and continue to build a wealth of institutional knowledge for future reference.
While a problem that several service organizations face today, the topic of integrating systems to reduce duplicate data entry, inconsistent data, and the need to access information from several sources is not unique to any single industry. Salesforce is continuing their work to break down these barriers via MuleSoft, which is focusing on robotic process automation (RPA) and low-code tools (like the Salesforce platform itself) to democratize the implementation of advanced features.
Tying into one of the major conference themes, the purpose of MuleSoft’s improvements is to support the Customer 360 vision. It serves as one of the key tools to get an organization to a single source of truth. Bots can be constructed to reduce the manual, repetitive processes that exist in today’s world, removing the element of human error and increasing consistency.
MuleSoft Composer, another tool reminiscent of Salesforce Flows, allows technical staff to build integrations between systems without even needing to know how to write an API. These features will also come with the ability to construct relevant Slack notifications and status monitoring to keep all the relevant parties informed of issues, completed jobs, etc. While still a newer tool, the price tag may prove to be out of reach for some smaller organizations, but Salesforce does have a tendency to reduce prices of advanced features over time to support their mission to make advanced functionality accessible to all.
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