Salesforce introduces new Sales Cloud features to boost automation and remote collaboration

Salesforce today rolled out the next generation of Service Cloud, including enhancements to Cloud Voice and Einstein Bots. The company says that the features and products are intended to address the new reality brought about by the coronavirus pandemic. Over the past year, service agents moved quickly to work from home but were forced to rely on legacy technology that wasn't designed to manage distributed workforces. Today, parts of the world are beginning to reopen, but these reopenings are raising questions around updated policies, protocols, and safety measures. This adds a new level of challenge for agents, who are already contending with increased workloads.