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Salesforce Summer '22 Release - Service Cloud Top Features

Summer '22 release is round the corner. Below is my top pick from Service Cloud perspective:-

Get the Improved Entitlements and Milestones Experience

Improve your service-level agreement (SLA) reporting experience and provide excellent customer service with enhanced milestone timers and changes to the entitlement process entry and reentry behavior.

How: The milestone timer now stops when a record exits the entitlement process. It’s no longer necessary to stop the milestone timer manually by selecting Is Stopped.

The milestone timer stops based on the first action taken to stop it and not the most recent one. For example, if a record exits the entitlement process, but a user clicks Is Stopped afterwards, the milestone timer is stopped at the time that the entitlement exits and not when Is Stopped is selected. If the record reenters the entitlement process, the timer resumes from the time that the record exited the entitlement process.

Use Service Cloud Voice with an Existing Amazon Connect Instance

Service Cloud Voice with Partner Telephony from Amazon Connect users can now choose whether to create an Amazon Connect instance or reuse an existing one when you create a contact center in Salesforce.

How: When you create a contact center in Salesforce, select Use an existing Amazon Connect instance, and upload your XML definition file. To keep your Lambdas and key pairs up to date, install the ServiceCloudVoiceLambdas serverless application.

Make More Calls with Service Cloud Voice

Scale your contact center’s call capacity with 7,000 concurrent voice calls and 1,400 utterances per second now available for Service Cloud Voice. Agents can meet the demands of your business and better serve your customers.

How: When a contact center reaches 7,000 concurrent voice calls, calls can still come through, but some calls may not be fully transcribed.

Reinforce Customer Trust with Service Cloud Voice HIPAA Compliance Offerings

To increase trust with your customers, Service Cloud Voice is now covered under the Health Insurance Portability and Accountability Act (HIPAA). HIPAA ensures that all personally identifiable information maintained by healthcare organizations, including voice call transcripts and phone numbers, is protected from fraud and theft.

Why: Use Shield Platform Encryption to comply with HIPAA regulations on storing your sensitive Service Cloud Voice information. With Shield Platform Encryption, you can add another layer of protection to data at rest while preserving critical business functionality.

Refresh or Create a Sandbox Org and Link it to an Amazon Connect Instance

Refresh or create a sandbox org and link it to an Amazon Connect instance using sandbox templates and Metadata API.

How: Use the sandbox template to refresh or create a sandbox org for Service Cloud Voice. After you refresh or create the sandbox org, use Metadata API to link the org to an existing AWS account or contact center. For example, you can refresh a sandbox org with Service Cloud Voice and link it to the same Amazon Connect instance, or hook it up to a completely different instance.

Complete release notes can be found here.

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