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Salesforce New Service Cloud Workforce Planning Tool

Salesforce is developing a new product called Service Cloud Workforce Engagement.

With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare.

EVP and General Manager for CRM Applications at Salesforce, Bill Patterson, points out that with these workforces spread out, it’s a huge challenge for management to distribute work and keep up with customer volume, especially as customers have moved online during COVID.

“With Service Cloud Workforce Engagement, Salesforce will arm the contact center with a connected solution — all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring,” Patterson added.

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