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In March, Salesforce launched Salesforce Care for Employee and Customer Support, a free pre-configured customer service, contact center and employee help center application вЂ“ built on Service Cloud and Salesforce Platform вЂ“ that enables organizations to respond to inquiries fast, and keep customers and employees informed with crucial information. GartnerвЂ™s recognition comes on the heels of Salesforce pivoting its efforts to help companies tackle COVID-19. Service CloudвЂ™s Role in Addressing the Pandemic Integration capabilities open up the platform to let external data flow into Service Cloud вЂ“ like rewards program information or product inventory data вЂ“ which gives agents a complete view of the customer and enables them to deliver personalized service. Image Modal The Power of the Salesforce Customer 360 PlatformД«ecause Service Cloud is built on the Salesforce Customer 360 Platform, service agents can tap into customer data from multiple parts of the organization including marketing, commerce and sales, to deliver the best possible experiences. вЂњWith our commitment to constant innovation, we are helping companies quickly adapt to new challenges wrought by COVID-19, and provide the best service experiences for their customers, employees, and communities.вЂќ вЂњParticularly in a time of crisis, service teams need the right tools and processes to respond to urgent questions and alleviate customer concerns,вЂќ said Bill Patterson, EVP and GM, CRM Applications at Salesforce. An agile, low-code platform for building enterprise apps fast, and AppExchange ecosystem with over 8.1 million app installs to adopt service solutions quickly.To date, Trailhead learners have earned over 1.1 million service-focused badges. Enhanced guided workflows and learning paths on Trailhead, our free online learning platform, to increase productivity and grow skills.In fact, from February to April this year we saw a 97% uptick in bot usage as companies turned to them to help tackle the influx of service requests due to COVID-19. Self-service channels and bots which can now share knowledge articles based on a customerвЂ™s search terms to scale support and help customers instantly.Embedded AI and process automation like Einstein Article Recommendations, Einstein Case Routing, Einstein Case Classification, Next Best Action to make service faster and more efficient.A flexible agent console with natively integrated telephony through Service Cloud Voice, digital channels including newly added Channel Menu, Messaging for WhatsApp, Agent-Initiated Messaging, and a 360В° customer view.Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner research publications consist of the opinions of GartnerвЂ™s research organization and should not be construed as statements of fact. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. The Gartner document is available upon request from Salesforce. as part of a larger research document and should be evaluated in the context of the entire document. Image Modal This graphic was published by Gartner, Inc. Salesforce remains committed to empowering every service employee вЂ“ from agents in the call center to mobile workers in the field вЂ“ with the right tools and data, as well as powerful automation and AI capabilities, to deliver the right information to customers fast across multiple channels, something that has become even more critical during these challenging times. We are truly thankful for our customers continually pushing and co-innovating with us, and proud of our team for consistently delivering products that enable companies to deliver world-class service. Today weвЂ™re thrilled to announce that Gartner has named Salesforce a Leader in the CRM Customer Engagement Center Magic Quadrant for the 12th consecutive year. We believe Salesforce positioned highest and furthest thanks to our customers who use our innovative products to provide top-notch service.Д«ecause Service Cloud is built on the Salesforce Customer 360 Platform, service agents can access customer data from across the organization, gaining a complete view of the customer. Gartner recognized Salesforce for its completeness of vision and ability to execute that vision.

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