Top New Features in Summer ’24 Release: Service Cloud in Lightning

The Summer ’24 release of Salesforce brings exciting updates tailored to self-service automation and enhances productivity for customer service agents in Service Cloud Lightning. Discover the cutting-edge features transforming service teams’ ability to enhance value at every customer interaction point. 

1. Boost Participation for Upcoming Events with Scheduled Reminders

Maintain engagement and prevent users from missing upcoming occasions or responsibilities with scheduled reminders. Send timely email reminders to alert users about approaching commitments. For example, survey creators can send reminders to recipients to respond before the surveys expire. Previously, users could send reminders only for past events. Read more.

2. Support Customers While on the Go with Omni-Channel for Mobile

Omni-Channel users can now complete work from their mobile device. With Omni Inbox, they can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Inbox is part of the Salesforce mobile app. We delivered this feature thanks to your ideas on IdeaExchange. Read more.

3. Stay Logged in to Omni-Channel When Using Multiple Tabs 

To improve the agent experience when they open multiple tabs and browsers, a third new Omni-Channel login option is available. Now, with the Remained logged in to Omni-Channel in previous console option, the agent no longer has to decide which Omni-Channel session to keep. The agent remains logged in to the original Omni-Channel session and will be offline for any sessions created when they open additional tabs or browsers. Also, when an agent refreshes the Omni-Channel page, they now remain logged in to the same session, keeping all in-progress work open. Read more. 

4. Pause Messaging Sessions with Omni-Channel Status-Based Capacity

With this release, status-based capacity works with Enhanced Messaging, so you can take advantage of Enhanced Omni-Channel’s paused work feature. Pause messaging sessions and keep track of inactive sessions. When a messaging session goes inactive, there’s no need to use flows to set ownership or provide a notification when it becomes active again. Read more.

5. Turn On Lightning Article Editor and Article Personalization for Knowledge 

Unlock a richer and more user-friendly experience with the new Lightning Article Editor. And with Article Personalization, your knowledge content supports agent productivity specific to your business needs. Read more.

6. Run Catalog Items for Contacts in Service Console 

Use Service Console to execute catalog items outside of Service Catalog. Catalog items are now available in the Actions and Recommendations component, enabling service agents to run catalog items on behalf of customers who cannot order those services themselves. Read more.

7. Provide Guest User Access to Service Catalog

Use a guest user profile in Service Catalog to control public user access to view and request items in your catalog without authentication. Previously, only authenticated users were supported in Service Catalog. Read more.

8. Manage Visibility for Your Email Routing Address 

Now you can decide whether users need permission to use an email routing address to send emails. With this option, it is also easy to curate a list of addresses for different sets of users. Read more.

9. Unify Knowledge from Various Sources in Salesforce

Bring all your knowledge articles into Salesforce from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose Unified Knowledge across every customer touchpoint and search experience, and ground Generative AI products for Einstein for Service. This feature, now generally available, includes some changes since the last release. Read more.

10. Use Threading Tokens with More Objects 

Previously, threading tokens were restricted to Cases. Now they’re a platform feature, and you can use them to thread responses to emails for any object that supports activity tracking. Read more.

From streamlined workflows to improved case management functionalities, Summer ’24 Release for Service Cloud in Lightning empowers service teams to deliver exceptional support. Our seasoned Salesforce Service Cloud specialists are dedicated to unlocking these upgrades within your Service Cloud instance. Maximize your Salesforce investment today and deliver exceptional customer support. Talk to our experts now!