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The Summer 20 Salesforce release lent a collection of improvements to the platform with enhanced personalization and automation across the various Clouds. As always, the roll out offers solution-based amendments with dynamic features showing the commitment of Salesforce towards the continuous improvement of customer experience. 

Here are our Top 3 favorite additions to the Service Cloud offerings:

Service Cloud Voice

Service Cloud Voice is a new product that integrates the power of Salesforce with the telephony services of Amazon Connect.  The premise was to combine digital channels, CRM analytics, and phone on top of the Service Cloud platform. Any phone-based customer service operation can use this innovative update to streamline their support by making it faster, more efficient, and effective for both the agent and customer.

Solution Benefits:

  • Reduces the time it took for automated systems to recognize customers by 50%, leading to quicker caller recognition and accurate routing to the appropriate agents.
  • Generates a more personalized service with a comprehensive 360-degree view of why the customer is calling, providing the agent with a complete story ahead of time. 
  • Gives agents a clearer picture of the call data based on automatic transcription, reducing the time it takes for manual notetaking. 

Field Service Lightning

The FSL release is flooded with enhancements across the board. We’re most passionate about the introduction of the Expenses Object Model, which provides the ability to create expenses linked to a work order from the mobile app. Keeping track of expenses acquired on a job is critical for field service organizations, and the ability for field techs to submit expenses directly from the app is equally as important.

Other noteworthy FSL features:

  • Managing shifts is easier than ever with improvements to schedule views. Shifts that span multiple days have an updated look, so it’s easier to identify availability. 
  • Learn at a glance how global optimization affects your KPIs. (When you tweak a scheduling policy and optimize the schedule, you can see if the change lowers travel times or improves utilization.)
  • Add criteria-based rules for timesheets to provide access to the right people

Sneak peek: In the Winter ’21 release, Field Service Lightning is being rebranded to Field Service. Instead of FSL, it will be called ‘SFS’ (Salesforce Field Service).


Now not only can you measure agent capacity more accurately using the status of accepted work, but additional skills are dropped iteratively instead of all at once.

  • Determine Agent Capacity Based on Work Item Status (Generally Available) — With this enhancement, an agent’s capacity can be more precisely measured using the status of accepted work rather than the previous method of open tabs. If agents are unavailable, their work remains assigned and reflected in their capacity until the work is completed or reassigned.
  • Prioritize Additional Routing Skills — If you use skills-based routing with either the attribute setup method or Apex code, you can set some skills to additional. For additional skills, you can now specify the order in which skills are dropped if after the specified timeout no agent with that skill is available. Higher priority-value skills are dropped first, while lower priority-value skills are dropped last.

Key Takeaways

Salesforce continues to invest in technology to help businesses and customers navigate ‘the new normal’, making it easier to deliver excellent customer service through technology.  The pace of innovation helps us at Forcivity to improve the adoption of their solutions and support the customer journey. 

Learn more about Service Cloud

Looking to automate some or all of your customer service? Forcivity has a team of experts ready to assist with everything Field Service implementation to CRM optimization.

Molly McGee