Salesforce launches My Service Journey to simplify product discovery for Service Cloud. The tool helps contact centers maximize platform potential and drive efficiency.
Salesforce has announced My Service Journey, its first product discovery solution for customer service.
Currently available in open beta, the tool helps users navigate the capabilities available in Service Cloud, ensuring contact centers understand everything they have available.
This move is significant, as the product discovery experience across deep platforms—like Service Cloud—is highly fragmented.
Of course, there are webinars and events, support documents, release notes, communities, and social media to learn more about such CX platforms.
Nevertheless, if a brand relies on a source, like release notes, to comprehend Service Cloud’s full capabilities, it’ll have to flick through 15 years’ worth of content.
Thankfully, My Service Journey aims to simplify and personalize this product discovery process.
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Speaking on a recent webinar, Matt Kravitz, VP of Product Management at Salesforce, stated, “This is intended to answer two huge questions: give me some idea of what I should do next. And what do I already have access to through my licensing?”
It does so through three core product features, as highlighted below.
Hand-Curated Capabilities
My Service Journey is not just an overarching library of everything Service Cloud can do. Salesforce’s successful organization, product team, solution engineers, and customers have been identified as the highest impact capabilities.
As of today, Salesforce has bookmarked 158 of those capabilities. But, by September’s Dreamforce event, Kravitz claims that the list will likely top 200.
“One-Pagers”
Users can click on a particular capability to access a one-pager. In doing so, they’ll see a consolidated one-page view of best practices for implementing the capability, related resources, and KPIs to measure its success.
Its Tagging System
Contact centers to monitor their service transformation via My Service Journey’s tagging system.
Indeed, a user may bookmark and save various capabilities with the tags Not Planned, Planned, In Progress, Completed, or Not Interested.
My Service Journey: The Big Benefit & Future Plans
My Service Journey ensures continuous contact center innovation, which is critical as service leaders often stall their transformation projects as they struggle to overcome everyday firefighting.
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That issue is particularly concerning when operations invest in a premium platform as deep as Service Cloud.
As such, the solution offers customers an incredibly helpful base to push their transformation forward.
Thankfully, My Service Journey is almost ready for general availability, too. Yet, it’s English-only, so it remains in beta.
However, as Salesforce pulls it through that beta, it already has big plans for the future. As Kravitz said, “We’re thinking about literal roadmaps. So, based upon particular business outcomes, we’ll cluster in a 20-step roadmap to crawl, walk, and run.”
He also shared that Salesforce plans to introduce a generative conversational experience—grounded in the solution’s one-pagers—so users can interact with the solution by asking questions.
However, even without these features, this exciting innovation supports Service Cloud users in increasing their ROI and is an excellent follow-up to last year’s Salesforce Customer Success Score.
With a similar aim, the Customer Success Score allows Salesforce Champions to look across CRM apps – outside of their functional expertise – and find out: how am I using my complete Salesforce ecosystem?
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It highlights new opportunities for value across Salesforce and suggests how the business can capture them.
More New Solutions on Service Cloud
Alongside My Service Journey, Salesforce added two other exciting solutions to Service Cloud:
- Service Innovations for Service Cloud
- Business Rules Engine for Service Cloud
The first is a suite that offers three out-of-the-box tools that aim to make some of the tasks agents repeatedly perform more efficient.
Identity Verification is one, and – as the name suggests – it allows contact center agents to quickly and securely authenticate customers.
There are two innovative features within this. First, it has an auto-trail to track the verification process, which is excellent for regulated industries. Second, it has a guided flow to walk agents through specific criteria they need to verify with each customer based on the type of engagement.
The next tool is an Engagement Timeline. Chad Goldsmith, Senior Director of Product Management at Salesforce, summarized this: “It provides agents with a quick and comprehensive understanding of all aspects of prior interactions with the customer. That includes the who, the what, the how, and the why, which enables better context and comprehension, leading to less repetition of information.”
The final tool in the Service Innovations suite is an Actions Launcher, which allows users to embed configurable, frequently used actions into the agent desktop. The list includes 500 actions such as “escalate,” “begin swarming,” “close case,” and so on.
Goldsmith suggested that the theme of the Service Innovations launch is delivering “quick wins” for agents and admins. That carries through to the second solution: the Business Rules Engine.
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The Business Rules Engine allows users to design and update business rules without IT support and embed them into any workflow.
It helps teams automate multi-step business decisions faster in customer service, reducing the chance of human error within agent workflows.
Moreover, it saves those agents time and ensures the delivery of consistent customer experiences.
Service Innovations and Business Rules Engine offerings are now available with a permissions set license for Salesforce Service Cloud.
