Top New Features in Spring ’25 Release: Service Cloud in Lightning

The Spring ’25 Release brings a host of powerful updates to Service Cloud in Lightning, aimed at enhancing service delivery and boosting agent productivity. With AI-driven capabilities like Einstein-powered content suggestions, service teams can now efficiently manage customer interactions at scale.

This blog highlights key updates such as milestone automation, harmful content detection, and conversation monitoring further streamline workflows, empowering support teams to provide faster, more effective resolutions, while elevating the overall customer experience.

We encourage you to prepare for an insightful journey exploring service cloud in lightning.

1. Monitor Real-time Conversations Between Agentforce Service Agents and Customers

To improve the quality of service, supervisors can now monitor live messaging sessions between this type of AI agent and your customers. Specifically, they can monitor enhanced Messaging and Messaging for In-App and Web sessions from within Omni Supervisor. To notify supervisors which conversations need human support, add the Raise Flag action to the AI agent. Supervisors can lower the flag and transfer conversations to human representatives.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with the Einstein for Service, Einstein Platform, or Agentforce Service Agent add-on.

How: To set up this feature, add the Raise Flag action to your AI agents and, if a supervisor configuration is used, show the AI Agents tab in Omni Supervisor.

To view an active conversation between an AI agent and a customer, in the AI Agents tab of Omni Supervisor, a supervisor can click Monitor. If the AI agent needs help, the supervisor can reassign the conversation to a service rep.

2. Service Planner is now Service Assistant

Service Assistant is the new name for Service Planner, the AI agent for service reps that summarizes a case and creates a list of suggested steps for case resolution. The name is updated in the Service Assistant Setup page, the Lightning component, and Salesforce Help. There’s no change to the permission set and permission set license names.

Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Service Cloud and with Einstein for Service and Einstein 1 editions.

Who: To see the changes in Setup, Admins must have the Service Planner Builder permission set. For service reps to see the changes in the Lightning web component, they must have the Service Planner User permission set.

3. Discover More Service Capabilities with My Service Journey

Quickly see how to take your Service Cloud implementation from good to great. Explore different Service areas, like the Help Site or Agent Console, and filter capabilities based on your business goals, edition, what’s new, whether it’s an Agentforce feature, and more.

Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions.

How: Launch My Service Journey from the App Launcher. For enhanced exploration of Service Cloud capabilities, add My Service Journey to your console app’s navigation menu. This pins capabilities as tabs for quicker access.

To explore the Journey Map, click Journey Map on the tab.

4. Reassign Work Items from Service Channels

Reps can already transfer Voice calls and Messaging sessions using Omni-Channel. To transfer other types of work with Omni-Channel, instead of changing the Owner field of the work record, reps can now reassign the work to different queues, service reps, skills, and Omni-Channel flows. After the work is reassigned, Omni-Channel routes the work to the new destination. To improve resolution time and improve SLA attainment, Omni-Channel places the reassigned work item higher in the queue, as if it had originally started there.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

How: Turn on Enable Enhanced Omni-Channel and, to reassign work to a rep, Enable Skills-Based and Direct-to-Agent Routing in the Omni-Channel settings. Then add the Reassign button to the record page. To reassign a work item, on the record page, a rep can click Reassign and select the new routing destination.

5. Boost Rep Productivity and Reporting Accuracy by Automating Milestone Completion with Flows

Configure flows to set milestone completion criteria based on case status or other relevant fields. This makes sure that milestones are auto-completed when the criteria is met, without any manual intervention.

Where: This change applies to Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.

How: From Setup, in the Quick Find box, enter Entitlement Process, and then select Entitlement Process. Create or open a milestone from an entitlement process. Under Completion Criteria, create and save the flow. Go to Flow Builder to define completion criteria and activate this action.

6. Create Advanced Approval Processes for Knowledge Articles

Add and manage more complex, multi-stage approval processes to your knowledge base. Ensure that content created with generative AI is accurate and reviewed by multiple stakeholders, such as senior editors, product experts, or legal teams. Use a Flow Orchestration for easier customization, integration, error handling, and scalability of article approvals.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

How: Use the Flow Builder and orchestrations to design approval processes tailored to your business needs. In the orchestration, include decision elements to manage the flow based on specific outcomes. Define requirements for each stage and step, ensuring they’re triggered by relevant record changes. Assign interactive steps to appropriate users, groups, or queues. Activate the orchestration and select it in Knowledge Settings under Approval Settings to ensure it integrates with your Knowledge articles.

Approvers can complete or track steps using the Work Guide and Approval Trace components on Knowledge page layouts. They can also use the Approvals app, available on the App Picker, to review their work items or history. Additionally, approvers can create and run Lightning reports to see similar information.

7. Leverage Data Cloud Connectors to Ingest Knowledge Articles

Use Data Cloud connectors to bring knowledge articles from third-party sources into Data Cloud. Consolidate your knowledge articles into a single, comprehensive knowledge base to improve AI accuracy, so service reps can resolve customer cases faster and deliver more personalized customer experiences.

Where: This change applies to Lightning Experience in Unlimited Edition and all other editions with the Knowledge add-on license.

How: First, set up Data Cloud in your Salesforce org. Then in Setup, go to the Unified Knowledge page and click Add a Source. On the Add a Source page, go to the Data Cloud tab. Then configure a connector, create a data stream, and set up the search index.

8. Revise Knowledge Articles for Grammar and Readability with Einstein Knowledge Edits

Revise fields on your Knowledge articles by using Einstein generative AI with predefined edit prompts. Predefined edit prompts can improve the grammar, conciseness, and readability of your knowledge articles. This feature, now generally available, includes some changes since the pilot release.

Where: This change applies to Unlimited and Enterprise editions with the Einstein for Service add-on. Einstein for Service is available in Lightning Experience.

Why: Create customized edit prompts through Prompt Builder by editing or creating a prompt with the Knowledge Field Update type. Specify what information Einstein includes, how Einstein formats article information, or adjust the voice and tone of the output to fit your business needs.

How: For the Knowledge article that you want to revise, from the quick action menu select Edit. From the toolbar, click Revise with Einstein. Revise specific parts of the text by highlighting it and clicking Revise with Einstein.

9. Mine Insights from Voice Conversations

Create conversation mining reports with our newly supported channel, Voice. Identify frequent cases and inquiries, and pinpoint areas suitable for automation to streamline future cases.

Where: This change applies to Lightning Experience in Performance, Unlimited, and Developer editions. How: Go to Einstein Conversation Mining in Setup. When you create a report, select Enhanced Conversations for the channel. Then, select from the list of contact center channel types.

10. Gain Insights from Customer Conversations in More Languages

Einstein Conversation Mining now supports French, German, Italian, and Spanish for all channels. Previously, Einstein Conversation Mining supported English only.

Where: This change applies to Lightning Experience in Performance, Unlimited, and Developer editions.

How: Go to Einstein Conversation Mining in Setup. When you create a report, select a channel, define a date range, and select the language that you want to use for your report.

11. Customize Service Replies for Email in Prompt Builder

Customize support emails with the Einstein Service Replies for Email prompt template in Prompt Builder. Make your emails informative and case-specific when you ground on relevant knowledge articles and case details. With the Get Grounding Data for Service Replies for Email action, your responses pull from the most relevant articles.

Where: This change applies to Lightning Experience in Unlimited and Enterprise editions with the Einstein for Service add-on.

How: In Prompt Builder, personalize the default Einstein Service Replies for Email prompt template, or create your own by selecting Save As from the default template.

12. Enjoy Improved Flexibility When Refining Automated Emails

Service reps using Draft with Einstein can now elevate their emails by writing their own free- form instructions to draft an email, modifying generated emails for length and tone, and inserting generated content into email templates.

Where: This change applies to Lightning Experience in Professional, Enterprise, Unlimited, and Developer editions.

How: In the Lightning Experience case email composer, click Draft with Einstein. Use the provided space to write instructions for the email in your own words, or search for premade instructions. After a draft is generated, click the pencil icon to revise the length or tone of the email. You can also revise emails that you write manually.

13. Warn End Users Before Automatically Inactivating Their Messaging Session

While automatic inactivation helps service reps maintain their SLAs, such as time to resolution, when an end user has gone silent, it can come as a surprise to the end user. Build trust with end users who’ve gone silent by warning them that the conversation is automatically inactivated if they don’t respond within a specified time.

Where: This change is available in Messaging for In-App and Web.

How: Create an auto-response component with an inactivation timeout warning message. In the Messaging Settings page for your Messaging Channel, add it to the Warning Message field, and set a time between warning and inactivation.

14. Blur Potentially Harmful Content Sent to Service Reps in Attachments

Protect your support team from seeing harmful content in all file preview thumbnails for files sent by an end user. Select the Blur File Preview checkbox when customizing the Enhanced Conversation Component.

Where: This feature applies to Enhanced messaging channels and Messaging for In-App and Web. View required editions.

Who: To edit the service console in the Lightning App Builder, a user needs the Customize Application and View Setup and Configuration permissions.

How: In the Lightning App Builder, open the Messaging Session page layout and click the Enhanced Conversation component. Select Blue File Preview in the Properties pane.

15. Resolve User Search Queries Faster by Using Context-Driven Conversations with Agentforce Service Agent

Empower your users who are in mission-critical situations with faster resolution to their search queries by passing site visitor’s search context to Agentforce Service Agent in real time. Agentforce Service Agent automatically suggests answers to users’ search queries by searching the knowledge base.

Where: This change applies to Messaging for In-App and Web and all sites accessed through Lightning Experience and Salesforce Classic in Performance, Unlimited, and Developer Editions with the Einstein for Service, Einstein Platform, or Agentforce Service Agent add-on.

How: In the Experience Workspaces, go to the AI Experiences tile and turn on the Share search queries with Agentforce Service Agent option. When enabled, users’ search context is passed to Agentforce Service Agent in real time. It then starts suggesting answers to search queries.

16. Other Enhancements for Routing Work to Agentforce Service Agents

The Route Work action now has a simplified process for routing work to Service agents using an Omni-Channel flow. To troubleshoot why an Omni-Channel flow fails to route work to a destination, review the new, detailed error messages.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

How: To route work to an Agentforce Service Agent, modify the Omni-Channel flow. In the Route Work action, select Agentforce Service Agent in the Route To field and the name of the AI agent in the Agentforce Service Agent field.

Conclusion:

With the Spring ’25 Release, Salesforce continues to empower service teams with advanced tools to enhance efficiency, improve customer interactions, and drive smarter workflows. From AI-driven insights to real-time support capabilities, these updates are designed to help teams deliver more responsive and consistent service.

Talk to our team of experts and discover how the latest Salesforce Spring ’25 features can transform your service operations with LevelShift!