Salesforce Announces New Service Cloud Workforce Planning Tool – Heaven32

With a pandemic in many parts of the world, many companies have also dispersed customer service agents, creating a workforce management nightmare. It was not easy to manage and route requests when CHWs were in one location, it is even more difficult when many are working from home.

To help solve this problem Selling power is developing a new product called Service Cloud Workforce Engagement. Bill Patterson, Executive Vice President and General Manager of CRM Applications at Selling power

notes that with this dispersed workforce, it is difficult for management to divide work and keep up with customer volume, especially since customers have moved online during COVID.

“With Service Cloud Workforce Engagement, Salesforce will build the contact center with a connected solution, all on a single platform so that our customers can remain resilient and agile whatever tomorrow brings,” Patterson said in a statement.

Like many Salesforce products, it is made up of several key components to deliver a complete solution. For starters, there is Service Forecast for Customer 360, a tool that helps forecast workforce needs and uses AI to distribute customer service requests in a logical fashion. This can help plan for a time when there is a likely and predictable spike in service requests like Black Friday or Cyber ​​Monday, or even when there is an unexpected spike.

The next step is omnichannel capacity planning, which helps managers distribute CSAs through channels such as phone, messaging, or email to where they are needed most based on demand on a given channel. .

Finally, there is an educational component that trains customer service agents to give the right answer in the correct way for a given situation. “To increase agent engagement and performance, companies will be able to quickly onboard and continuously train agents by providing small, guided learning paths directly in the agent workspace during their shift. the company explained.

The company says Service Cloud Workforce Engagement will be available in the first half of next year.