Salesforce Spring '25 Release: key updates for Service Cloud

Salesforce Spring '25 Release: key updates for Service Cloud

The Salesforce Spring '25 release is here, bringing powerful updates to Service Cloud! At Inetum, we're keen to drive digital impact for our customers, so we've happily listed the key enhancements for you—like real-time monitoring, AI-driven tools, and smarter knowledge management—to help your team deliver exceptional service. Let’s explore our favorite features and how they can elevate your service operations.

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Agentforce for Service Cloud

Optimize the performance of your Agentforce Service Agents with these powerful updates and features. From real-time monitoring to AI-driven case resolution, these enhancements ensure smoother operations and better customer experiences.

What It Does:

  • Monitor Real-Time Conversations
    Supervisors can now oversee live messaging sessions between AI agents and customers directly within Omni Supervisor. Monitor conversations across enhanced Messaging channels and Messaging for In-App and Web. Use the Raise Flag action to alert supervisors when human intervention is needed, enabling seamless transfers to human representatives.
  • Flag Supervisors for Assistance
    During high-volume interactions, the Raise Flag feature ensures supervisors focus on critical conversations. For example, flagging occurs if a customer expresses dissatisfaction or requests a refund, ensuring timely resolution.
  • Rebrand to ASA Messaging in Digital Wallet
    Agentforce Service Agent - Inbound has been rebranded as ASA Messaging within Digital Wallet, the account management tool for consumption-based products. On the Digital Wallet homepage, the Conversations consumption card now provides a comprehensive summary of ASA Messaging usage alongside data for Agentforce Sales Coach and Agentforce SDR. Additionally, the Consumption Insights page offers detailed breakdowns of your total Agentforce usage over specific time periods, enabling you to identify trends and make informed decisions.
  • Enhance User Search with Context-Driven Conversations
    Pass real-time search context from your site visitors to Agentforce Service Agent to empower faster query resolution. The AI agent accesses the knowledge base to provide relevant solutions, delivering a superior search experience.
  • Updated Language Support
    Agentforce Service Agent now supports Japanese, expanding language options beyond English, French, German, Italian, Portuguese, and Spanish in select regions. Dutch is expected to be available within a few weeks in beta.
  • Meet Agentforce Service Planner 
    This new AI agent assists service reps on the Case record page with real-time summaries and step-by-step resolution guidance based on your company’s Case data.
  • Case Resolution Assistance at Your Fingertips
    With Agentforce Service Planner, reps spend less time searching through policies, case history, or Knowledge Articles. This generative AI-powered assistant summarizes cases and suggests tailored resolution steps grounded in your organization’s specific policies and standards.

Why It Matters:

These enhancements empower your team to deliver faster, more accurate resolutions while maintaining a high standard of customer service. Real-time monitoring and proactive alerts keep supervisors focused on critical cases, while improved tools like Service Planner and ASA Messaging ensure that agents work efficiently with trusted, company-specific guidance.

Pro Tip: 

Leverage the Raise Flag action in busy contact centers to ensure supervisors stay informed about conversations that need immediate attention. Combine this with Agentforce Service Planner to streamline case resolution and keep customer satisfaction high.

Customize Service Replies for Email in Prompt Builder

What It Does:

This feature allows you to tailor support emails by using the Einstein Service Replies for Email prompt template in Prompt Builder. You can now craft informative, case-specific emails that reference relevant knowledge articles and case details, enhancing response accuracy and context. The action, Get Grounding Data for Service Replies for Email, pulls from the most pertinent articles to enrich the response.

Why It Matters:

Previously, agents had limited control over the reply prompts, with Salesforce using a standardized, hard-coded approach. With customer feedback, Salesforce shifted to Prompt Templates that allow teams to adjust the tone and structure of replies. This flexibility, combined with the ability to access LiveChatTranscripts or MessagingSessions, ensures more relevant and personalized customer interactions. Additionally, the integration of Einstein Data Libraries, enriched by Data Cloud, provides more accurate and tailored responses, improving customer satisfaction and operational efficiency.

Pro Tip:

 Leverage the ability to modify the prompt within Prompt Builder by incorporating LiveChatTranscripts or MessagingSessions, making replies more context-aware and relevant. For example, use a customer's prior chat history to fine-tune responses, delivering a seamless experience across multiple touchpoints.

Service Insights

Enhance decision-making and streamline operations with Service Insights, a powerful tool that provides actionable data on service trends, agent performance, and customer satisfaction across all your channels. With comprehensive dashboards and detailed analytics, Service Insights helps you make informed choices to optimize your service operations.

What It Does:

  • Comprehensive Case Dashboards
    Get a clear overview of your service team’s caseload, identifying bottlenecks and opportunities to improve efficiency.
  • CSAT Dashboards
    Dive deep into customer satisfaction data to understand how your service strategies impact customer experiences.
  • Agentforce Dashboards
    Gain quick insights into how Agentforce Service Agents assist customers, helping you measure the impact of AI-driven support.

Why It Matters:

Service Insights empowers your organization to reduce costs and improve operations by offering visibility into critical performance metrics. With a detailed understanding of agent behaviors, service trends, and customer satisfaction, you can identify areas for improvement, allocate resources more effectively, and deliver exceptional customer experiences.

Pro Tip: 

Use the CSAT dashboards to pinpoint areas where customer satisfaction dips and take proactive steps to address recurring issues. Combine these insights with Agentforce performance data to maximize the efficiency of both human and AI agents.

Knowledge Enhancements

Transform your knowledge management with powerful enhancements designed to integrate, unify, and optimize your knowledge base. These updates improve AI outcomes, streamline workflows, and ensure agents and customers can access relevant, accurate content effortlessly.

What’s New?:

  • Integrate Knowledge with Data Cloud
    Seamlessly integrate internal and third-party knowledge articles into Data Cloud using Unified Knowledge connectors. This creates a comprehensive knowledge base that drives accurate AI-generated answers, accelerates case resolution, and enhances personalized customer experiences.
  • Unify Knowledge with MindTouch Connector
    Consolidate knowledge across service reps and customer search experiences with the MindTouch connector. This integration improves generative AI capabilities for Einstein for Service and ensures a consistent knowledge experience.
  • Streamline Article Creation in the Lightning Article Editor
    Write and edit articles more efficiently with the enhanced Lightning Article Editor. Leverage new features to produce high-quality content with ease.
  • Open Third-Party Article Links in Salesforce
    Avoid context-switching by opening links from third-party knowledge articles directly within Salesforce. Supported connectors include Zendesk, Confluence, ServiceNow, and more.
  • Sync Your Knowledge Base with Advanced Options
    Choose between Force Sync to update all articles or Incremental Sync for the latest changes. These options ensure your knowledge base remains accurate and up-to-date.
  • Create Advanced Approval Processes for Knowledge Articles
    Design multi-stage approval workflows for generative AI-created content. Use Flow Orchestration for customization, error handling, and scalability, involving senior editors, product experts, or legal teams.
  • Upgrade to Lightning Knowledge with Migration Tools
    Prepare for the Classic Knowledge retirement by upgrading to Lightning Knowledge. Enjoy improved editing, AI-driven features like Einstein Article Recommendations, and enhanced search capabilities. Use the Lightning Knowledge Migration Tool to migrate your data.
  • Boost Agent Productivity with Einstein Knowledge Features
    Async Notification: Agents can handle other cases while Einstein generates articles, reducing downtime.
    Einstein Knowledge Edits: Improve grammar, readability, and conciseness in articles using generative AI with predefined prompts.
  • Turn On Lightning Article Editor and Article Personalization
    Unlock advanced editing tools and tailor your knowledge articles to specific business needs for improved agent productivity and a better user experience.

Why It Matters:

These updates integrate knowledge seamlessly across platforms, improve AI-generated answers, and ensure accuracy through advanced approval processes. Enhanced editing tools, syncing options, and personalized workflows save time, reduce errors, and drive better outcomes for both agents and customers.

Pro Tip:

Use Force Sync for a complete update when revamping your knowledge base and pair it with Einstein Knowledge Edits to refine existing content. This ensures your knowledge articles remain both accurate and polished.

Gain Visibility into the Scheduling History of Service Appointments

What It Does:

This feature monitors updates made to a service appointment and can address any associated problems. The Service Appointment Lifecycle records modifications to essential service appointment details related to scheduling, such as the assigned service resource, duration, and the planned start and end times. This data is displayed on the service appointment record page, allowing dispatchers and Salesforce administrators to quickly identify and assess any issues. Each modification is also logged in the new Field Service object change record page.

Why It Matters:

This new feature in Salesforce enables tracking of changes made to service appointments, allowing dispatchers and admins to quickly identify and resolve issues. It captures key scheduling details, such as service resources, duration, and times, and displays them on the service appointment record page for easy review. By analyzing patterns and generating reports, Salesforce admins can optimize scheduling and improve service delivery, addressing limitations of only having access to current scheduling information.

Pro Tip:

Salesforce admins can use the object list view to spot and analyze patterns and trends, and generate reports to improve the scheduling process. Previously, only the current scheduling details for service appointments were accessible.

Conclusion

These updates bring tangible benefits to your service operations:

  • Faster, more accurate case resolution with AI-powered tools like Agentforce Service Planner and Einstein Reply Recommendations.
  • Improved customer satisfaction through real-time monitoring and proactive supervision.
  • Seamless integration of knowledge systems for streamlined workflows and enhanced AI outcomes.
  • Advanced insights to make data-driven decisions, improving both customer and agent experiences.

At Inetum, we’re excited to help you leverage these new tools to streamline your operations and make a greater impact in your community. Want to learn more about these updates and how they can benefit your organization? Contact us today, and let’s explore how we can help you make a greater impact in your community!

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