Salesforce unveils Service Cloud Intelligence Engine

Grazed from CloudComputingIntelligence. Author: Editorial Staff.

Salesforce, today unveiled Salesforce Service Cloud Intelligence Engine (SSCIE) an added layer of intelligence in the Service Cloud that adds analytics to customer service. Studies show that businesses that adopt a smarter approach to customer service achieve a 91% greater year-over-year customer retention rate compared to those that don’t.

Yet, most companies are not equipped to address these new consumer demands and are in jeopardy of falling behind their competitors. Which is where Salesforce Service Cloud Intelligence Engine comes in to play. The new engine adds new features to the customer agent including:…

Intelligent Business Processes: Dynamically assign cases to agents based on skill set, case history, presence or communication channel—email, web, phone, video chat or SMS. Using advanced workflow automation, the Intelligence Engine can also trigger any business process, such as escalating cases beyond the support department to sales or marketing. For example, a support centre can route cases from VIP customers to top agents or distribute potential sales leads to the best teams or individuals equipped to upsell…

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