Salesforce Launches Service Intelligence


This analytics app for Service Cloud, powered by Data Cloud, offers pre-built dashboards for essential metrics and Einstein Conversation Mining to analyze customer interactions

Salesforce launched Service Intelligence, an analytics app for Service Cloud.

Powered by Data Cloud, Salesforce’s real-time hyperscale data engine, Service Intelligence gives users access to all their data directly within Service Cloud. Pre-built, customizable dashboards view essential metrics like customer satisfaction and individual and team workloads. With Einstein Conversation Mining, service professionals can use artificial intelligence to analyze customer chat and email conversations to uncover insights, like specific challenges customers face during service interactions, assess the likelihood of complaint escalation, and proactively address issues with customers.

Salesforce Service Intelligence includes the following:

  • Pre-built service dashboards give service agents and managers AI-powered insights through Einstein Conversation Mining and key metrics across cases, including total number of escalated cases, average time to close, and customer satisfaction scores.
  • Einstein Conversation Mining uses AI to analyze customer conversations so service leaders can identify trends and top customer issues.
  • Tableau integration lets users jump from a Service Intelligence dashboard directly into data exploration in Tableau with a single click, all while retaining the data context from their service console. Users can also embed visualizations built in Tableau into Service Intelligence to share insights with their teams.

With Service Intelligence driven by AI, companies can bridge the gap between data and action, turning raw data into valuable customer insights. This empowers service professionals with the right information to deliver on their core mission: delivering exceptional customer experiences,” said Ryan Nichols, Senior Vice President and General Manager of Service Cloud at Salesforce, in a statement