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Set Up Tools for Support Teams
Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros.
| Tool | Main Use Case | Great For... |
|---|---|---|
| Quick text | Quick text is a predefined message, like a greeting, note, phrase, or answer to a common question. Users can insert quick text in their emails, chats, and more. | Replacing copy and paste |
| Macros | A macro is a set of instructions that tells the system how to complete a task. Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. | Performing repetitive tasks |
| History | The History utility lets users see their recently visited records. Users can see their subtabs in context of the workspace tabs they’ve visited and copy links without opening the record. | Viewing and sharing a list of recent records |
| Mass quick actions | Mass quick actions let users edit up to 100 records from any list view, except for recently viewed lists. Users can only create and update records with mass quick actions. | Updating multiple records at the same time |
| Split view | Split view lets users open list views while still viewing record details. Split view displays in a collapsible column, so users can go back to viewing just the record in one click. | Context switching |
| Keyboard shortcuts | Keyboard shortcuts let users work and navigate faster, without a mouse. Users can use shortcuts to open and close utilities (like Macros and History), edit and save records, and more. | Super users or users with accessibility needs |
| Email templates | An email template is a predefined email. Depending on how you use it, users can customize the email before sending it, or it can be sent automatically as-is. You can even automate information on emails with merge fields. You can insert email templates in:
|
Standardizing and automating |
| Email notifications | Various settings on the Support Settings page in Setup let you customize email notifications for users. You can set it up for service reps to receive an email when the case owner changes and when case comments are added. Even contacts can receive email notifications when the case is created, updated, or comments are added. | Keeping service reps and customers notified of updates |
| Auto-populated quick action fields | Prepopulate a quick action with default field values. For example, in the Email action, automatically include Cc and Bcc recipients, add an email template, or ensure that emails are associated with Salesforce records. | Automating processes |
| Action recommendations | Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last. | Automating processes, like call scripts |
| Reply recommendations | Let Einstein Reply Recommendations recommend relevant replies to support service reps during chat and messaging sessions. Replies are based on your company’s closed chat transcripts, and Einstein only recommends replies that you’ve reviewed. | Replacing copy and paste |
| Article recommendations | Let Einstein Article Recommendations recommend relevant knowledge articles to support service reps on cases. Reps can attach recommended articles to cases and send them to customers. | Reducing search time |
| Industries Service Innovations for Service | 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. | Standardizing and compliance |
| Business Rule Engine | Build powerful, scalable lookups and calculations that automate complex decisions. Business users can create rules that are easy to maintain and integrate directly with Flow and third-party workflow tools. | Automating processes |
- Extend Your Customer Service with Agentforce
Create AI agents that work side-by-side with your employees to serve customers 24/7. - Reduce Support Rep Handling Time with Conversation Intelligence
Automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by support reps or customers. To help your support reps during conversations with customers, you can create a rule that sends notifications to a supervisor and a support rep, displays recommendations to support reps, or runs processes in the background. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. - Resolve Interruptions with Customer Service Incident Management
With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release. - Add AI Solutions with Einstein for Service
Enhance your customer service with Einstein bots, service replies, work summaries, and other artificial intelligence (AI) features. - Identify Customers with Individual-Object Linking
To help support reps quickly assess a customer, automatically search, link, or screen-pop records during active Messaging, Email-to-Case, or Voice conversations. - Automate Repetitive Tasks with Macros
Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency. - Standardize Responses with Quick Text
Quick text saves users time and helps you standardize your company messaging. With quick text, you can insert predefined messages, like greetings, answers to common questions, and short notes. You can insert quick text in emails, chats, events, tasks, Knowledge articles, and more. - Set Up Service-Level Agreements in Service Cloud
A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones. - Enable Collaboration with Swarming
Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both.
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