Service Innovations, a collection of components from Industries available in
Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer
cases and proactively address issues.
Tip Check
out this feature in Salesforce Go! Find a guided setup experience, explore more content,
discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
These components are available as part of Service Innovations.
Identity Verification
Contact center reps use this feature to verify the identity of an individual through
communication channels, such as open CTI, voice, messaging, and in-person visit.
Audit Trail
Administrators
use this feature to audit the identity verification records generated by the Identity
Verification feature. The feature helps detect compliance frauds and identity breaches.
Timeline
Contact center reps use this feature to get a chronological view of the events relating to
a person or resource in one place.
Action Launcher
Contact center reps use this feature to search for and launch actions and service processes
to assist individuals with their requests and issues.
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