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Salesforce for Service

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Trends like automation, integration, digital channels, and mobile workforces have caused a profound shift in the way customers interact with companies. Nowhere is this more apparent than in customer service, which impacts every moment of the customer experience. To thrive and compete in the new age of service, every organisation must reimagine their service approach and create transformational service experiences. Join us to see how trailblazers are using the World's #1 B2C and B2B Service Platform to capitalise on these trends to transform service and deliver customer success.

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Salesforce for Service

  1. 1. Salesforce for Service: Customer Success in the New Age 
 of Service Rebecca Mackenzie Product Marketing Manager
 Service Cloud Srini Pendala Align Technology Sreelakshmi Kolli Align Technology
  2. 2. Subtitle text thank y u
  3. 3. Trailblazers Are Transforming Service Rob Corrao LAC Group Judy Tang OpenTable Nicole Sult Lippert Components Vicki Cook The Gap Trailblazers for Service 20K+ Milin Mathur Pearson
  4. 4. Integration Evolving Workforce Automation Digital 
 Channels Four Catalysts Are Reshaping Service In the Fourth Industrial Revolution
  5. 5. Integration Automation Digital 
 Channels Evolving Workforce Four Catalysts Are Reshaping Service In the Fourth Industrial Revolution
  6. 6. Integration Customers Are Connected 80% 
 of businesses report data silos Source: Dun & Bradstreet, 2018
  7. 7. Customers Use AI Every Day 87% 
 of customers believe AI will transform their expectations of companies Automation Source: State of the Connected Customer, Second Edition
  8. 8. Customers Are Digital 75% 
 of customers expect consistent experience across channels Digital 
 Channels Source: State of the Connected Customer, Second Edition
  9. 9. Your Workforce Is Shifting 80% 
 of the global workforce does not sit at a desk Evolving Workforce Source: Emergence, “The Rise of the Deskless Workforce”, 2018
  10. 10. Evolving
 Workforce Integration Digital ChannelsAutomation Transform Service and Deliver Customer Success Connect 
 Every System Elevate Your Workforce Embrace Digital Channels Empower 
 with Automation
  11. 11. World’s #1 Service Platform Transform service and deliver customer success higher customer satisfaction Trailblazer COMMUNITY Service Adam Malamut Chief Customer 
 Experience Officer
 Marriott InternationalNEW NEW Field Service & IoT Self-Service Service Bots Automation & AI Customer Service Digital Engagement 32% Salesforce Customer Success Metrics Study, 2017
  12. 12. Worldwide customer service applications 2017 market share by IDC 2013 2014 2015 2016 2017 9.8% 9.6% 38.2% Salesforce. #1 in Service Source: IDC Worldwide Semiannual Software Tracker, April 2018. 315M+ Service Interactions Daily 3B+ Predictions Daily Source: Salesforce June 2018
  13. 13. Killian Walsh Regional Vice President
  14. 14. Transform Service and Deliver Customer Success Connect 
 Every System Elevate Your Workforce Embrace
 Digital Channels Empower 
 with Automation
  15. 15. Creating a Complete Picture of the Customer Is Hard CRM Third-Party Systems MarketingCommerce Single View of the Customer
  16. 16. Connect Service to Your Entire Business MuleSoft Anypoint Platform Payments Loyalty Orders Devices Billing ERP NEW
  17. 17. Empower Agents With a Single View of Every Customer Lightning Service Console +31% 
 faster case resolution Source: Salesforce Customer Success Metrics Study, 2017
  18. 18. Transform Service and Deliver Customer Success Elevate Your Workforce Connect 
 Every System Embrace 
 Digital Channels Empower 
 with Automation
  19. 19. Service Employees Have a Lot on Their Plates Send in time card
 Check in on promo
 
 Someone asked about when our new product is coming out??
 
 DON’T FORGET TO CLEAR OUT CASES Check in with case escalation to JP 11:45 - break Ask about swapping shifts SMILE Call Tom BREATHE
  20. 20. Here’s How To Leverage Automation & AI Strategically Instantly Complete Common Tasks Gather Customer Information for Seamless Handoff Proactively Enter Data Across Systems Deliver AI-powered Recommendations Suggest Best Course of Action Automatically Prioritise Work & Queues Routine interactions 
 Complex engagements

  21. 21. Automate Routine Customer Interactions Help customers find answers Lightning Flow for Self-Service Declaratively build service bots Einstein Bot Builder Intelligently enable conversations across channels Einstein Bots for SMS & Einstein Voice Bots Seamlessly handoff to agents Omni-Channel Skills-Based Routing Self-Service & Einstein Bots Karen Van Kirk
 VP, Viewer Experience, Hulu PILOT NEW NEW NEW
  22. 22. Service Cloud Einstein & Lightning Flow for Service Raul Haynes Corporate VP, Enterprise CRM 
 New York Life Insurance Lightning Flow for Service Assist Employees with Intelligence NEW PILOT PILOT Einstein Case Classification & Article Recommendation Einstein Next Best Action +32% 
 agent productivity Source: Salesforce Customer Success Metrics Study, 2017
  23. 23. Skill-Up Every Service Employee Trailblazers for the Future & myTrailhead Train Employees & Accelerate Growth With 40+ units of Trailhead content for customer service Develop Modern Contact Center 
 Best Practices Coaching, business and soft skills for service teams Blaze Service Trails Together Connect with a community of 28K+ Trailblazers Skilling up the Manager and Agent Workforce Connect Empower Lead Julie ODonnell Director of Client Services, 
 TimeTrade Third Edition, State of Service, Salesforce 2018 85% 
 see agent training investment as vital
  24. 24. Roomex is a Trailblazer “A good service today only wins the right to your business tomorrow” Keith Plunkett
 Manager of Sales Operations, Analytics and Sales Strategy
  25. 25. Rebecca Mackenzie Product Marketing Manager
  26. 26. Transform Service and Deliver Customer Success Embrace 
 Digital Channels Elevate Your Workforce Connect 
 Every System Empower 
 with Automation
  27. 27. Customers’ Shift to Digital Has Already Happened 10
 average number of 
 channels customers use Source: State of the Connected Customer, Second Edition channels
  28. 28. One Platform To Support Every Digital Channel Self-Service Digital Engagement Bots
  29. 29. Enhance Every Digital Channel With Service Bots Einstein Bots for Service Einstein Bot Builder NEW Digital Channel Settings Einstein Bot for Service Web Chat SMS WeChat Apple Business Chat In-App Chat Disabled Disabled Disabled Disabled Disabled Enabled Enabled Enabled Enabled Enabled
  30. 30. Lorcan O’Regan Lead Solution Engineer
  31. 31. Service Sales Self-Service Marriott International Is a Trailblazer Brian King Global Officer: Digital, Distribution, Revenue Management & Global Sales Adam Malamut Chief Customer Experience Officer Stephanie Linnartz Global Chief Commercial Officer
  32. 32. Rebecca Mackenzie Product Marketing Manager
  33. 33. Transform Service and Deliver Customer Success Elevate Your Workforce Connect 
 Every System Embrace 
 Digital Channels Empower 
 with Automation
  34. 34. Every Moment Is an Opportunity for Service Retail Financial Services HealthcareProfessional Services Manufacturing Source: Emergence, “The Rise of the Deskless Workforce”, 2018 people in the the global workforce don’t sit at a desk2.7B
  35. 35. Transform Service Delivery Field Service Lightning Amitha Fernandes
 CRM Program Manager, Coherent Enhance productivity with AI Einstein Work Order Classification Adapt to dynamic traffic conditions Predictive Travel Time Embed guidance to complete any job Lightning Flow for Field Service Provide proactive service IoT Insights 30%
 decrease in costs Source: Nucleus Research, Guidebook Salesforce Field Service Lightning, 2018 NEW PILOT PILOT NEW Dispatcher Console Mobile App
  36. 36. Transform Service and Deliver Customer Success Elevate Your Workforce Connect 
 Every System Embrace 
 Digital Channels Empower 
 with Automation
  37. 37. Service Cloud Essentials  Knowledge: Insert Article Content into Case Emails Knowledge: Set Up Draft Approval in Lightning Knowledge: Reassign Drafts to New Assignees Knowledge: Give Live Agent Users Access to Knowledge Knowledge: Import Translation Files with Ease Field Service: Track Product and Inventory Returns with Return Orders Field Service: Filter Related Lists on Service Reports Field Service: View, Email, and Delete Service Reports in Lightning Experience Field Service: Add Page Numbers to Service Reports Field Service: View and Manage Service Crews in the Salesforce App Field Service: Create Service Resources for Omni-Channel Support Agents  Field Service: Schedule Service Crews Field Service: Get Field Service on the Road with Guided Setup Field Service: Tune Your Field Service Efficiency Field Service: Select the Right Resource Faster Field Service: Speed Up Service with Einstein Bots to the Rescue: Boost Service Team Productivity with Bots Case Management: Resolve Cases More Quickly with Flows and Case Teams in the Service Console Case Management: Bring Your Service Processes to the Console with Lightning Guided Engagement Case Management: Create Case Teams in Lightning Experience Case Management: Save the Day with Private Email Drafts for Cases Case Management: Set Default Email Field Values with Apex in Lightning Experience Case Management: Use Your Case Feed Publisher APIs in Lightning Experience Case Management: Perform Mass Quick Actions on More Objects Case Management: Enter Internal Comments When Closing a Case Case Management: Enter Internal Comments When Closing a Case Case Management: Respond to Emails Faster in the Case Feed Case Management: Attach Your Files to Emails with Drag and Drop Case Management: Share Links to Individual Case Feed Posts Case Management: Find Case Comments with Global Search Omni-Channel: Get the Right Work to the Einstein Bots: Supercharge Your Bot with Autolaunched Flows—No Coding Required Einstein Bots: Analyze Einstein Bots Sessions Easily and More Deeply Einstein Bots: Define Bot Question Elements Differently with Slots Renamed to Variables Einstein Bots: Train Bots More Easily with a Unified Intent Set Across All Bot Versions Einstein Bots: Build Intents Quickly by Adding Customer Inputs with Loader Einstein Bots: Understand Your Customers More Quickly—Einstein Bots Support Literal Matches LiveMessage: Support Your Customers with Text Messaging and Facebook Messenger LiveMessage: Set Up LiveMessage with a Guided Setup Flow LiveMessage: Set Customer Expectations with Automated Response Messages LiveMessage: Customize Automated SMS Opt-In and Opt-Out Messages LiveMessage: Keep Customers in the Know with Automatic Text Message Notifications LiveMessage: Send and Receive Images and File Attachments with SMS Text Messaging and Facebook Messenger Help Center: Simple Self-Service CTI: Use CTI in Service Essentials CTI: Increase the Size of Your Open CTI Softphone We Delivered Hundreds of New Features Summer ‘18 Winter ‘19Spring ‘18 features released+240
  38. 38. Become a Trailblazer Today! Listen to: “Salesforce’s 3rd Edition State of Service — Latest Trends Impacting Your Business” bit.ly/svcwebinar Attend a workshop & networking event www.servicetrailblazers.com Join the Trailblazer Community success.salesforce.com 1 2 3 Meetal Hirani Senior Data Intelligence Officer, disguise Ian Cohen  Chief Product & Technology Officer, Addison Lee Group Lisa Burger, Chief Operating Officer, Addison Lee Group
  39. 39. Earn your badge today!
 trailhead.com Trailhead.com To Continue the Trailblazer Journey… Intelligently Transform Connected Service From Phone to Field
 3pm | Room 3 Breakout SessionsService Cloud in Action Service & Community Cloud Demo Pods
 All Day | Campground
  40. 40. 17:15 - 17:45 Main Keynote Room featuring Closing Keynote: “Unlock Your Potential" Enda McNulty Best selling author, All Star Football winner, advisor to Ireland Rugby and Irish Business leaders #SalesforceBasecamp

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