Tech Talk

Salesforce Summer 23 feature is out with a lot of exciting features. In this blog, I will tell you about my favorites on the Service Cloud Features and continue my journey in the other areas. Stay tuned.

Service Catalog

Create approved and documented orders out of your customers’ requests for products and services by using Service Catalogue which is now GA. Moreover, automate regular requests like password resets, User Deactivation etc. This catalogue can be extended to the customer and partner by using Service Catalogue in the Partner and Customer Community. This out of the box low code Aura components built for Service Catalog and with prebuilt Aura site templates from Experience Cloud. Previous to Salesforce Summer 23 feature, service catalogue was only available on Work.com.

Experience Cloud Site Screenshot

Send Voice Messages in Enhanced Messaging Channels

Record your voice and send it to the customer up to 1 minute long in enhanced WhatsApp and enhanced Facebook Messenger channels. Previous to this you need to record it separately and then send it. After this change, the experience is so neat!

Real-Time Keyword Alerts for Supervisors in Messaging Channels

Do you want your supervisor jump into discussion if discussion is happening on a special product/case/escalation? You are in luck! Now, if a customer or agent sends a high-stakes keyword or phrase, automatically raise the agent’s flag so their supervisor can help if needed. An intelligent conversation rule can be used to alert your supervisor. It also triggers real-time actions based on keywords mentioned by customers or agents.

For example, if an agent says, “Cancel your subscription,” the Service Console automatically shows an Einstein Next Best Action recommendation for the agent to offer a discount.

Monitor Contact Center Health in the Omni Supervisor Wallboard (Pilot) – A debutant to Salesforce Summer 23 feature

To assist supervisors right away to detect and address concerns, present real-time analytics. More charts are included on the wallboard in this ongoing pilot. Supervisors can choose an interesting queue on the Omni Supervisor page to filter the metrics displayed. This Contact Center Health will be in Wallboard Tab.

Charts available in the Wallboard

• Agent work statuses
• Handle times
• Average speed to answer time,
• Average active work time
• After conversation work times for the last hour

Enable Lightning Article Editor and Article Personalization for Knowledge (Beta)

Now you can enjoy enhanced Article editor by using below unique features

• Increase author productivity with simple access to a variety of content formatting tools and sophisticated table editing.
• To write articles more efficiently and to better understand how the articles seem to readers, you may adjust the editor’s size to your preference (including full screen mode).
• Copy and paste text from websites or other external sources with ease while preserving the style and feel of the original source material.
• Using the built-in accessibility checker tool, make sure your articles adhere to W3C accessibility standards.

In my personal option you may see Einstein GPT will be engaged in the future versions. Stay tuned!

Salesforce Summer 23 APEX feature Highlight

Sales Cloud Salesforce Summer 23 release feature

Health Cloud Salesforce Summer 23 release feature

Disclaimer : This article is not endorsed by Salesforce or any other company in any way. This is my view and knowledge on the topic which I wrote. Please always refer to Official Documentation for the latest information.