What’s New In Spring 22 Salesforce Release For Service Cloud

Spring 22 Salesforce Release

Deliver efficient services flexibly and productively with the new features available in Service Cloud as new upgrades are introduced from the Spring’22 Salesforce Release. Get used to the new Omni-channel flows to dynamically route customer calls and messages to service bots or agents. Contact center supervisors can now use real-time Amazon Connect metrics to listen to calls with Service Cloud Voice. These are just a few updates from the latest Spring 22 Salesforce Release. Let’s deep dive to see more details on what’s new in the new Spring 22 Salesforce Release for Service Cloud. 

Spring'22 Salesforce Release of Service Cloud Demo
Streamlined Voice Channel For Improved Employee Experience

With omnichannel flows and Amazon Connect, the supervisor experience is now elevated to the next level of productivity. Supervisors can directly route the right calls to suitable agents. They can also listen in on calls, filter queues, and skills they see in Omni Supervisor. On the other hand, Agents can now access org-wide voice call recordings, voice call records, and call routing that is in tune with omnichannel agent capacity. With an advanced streamlined setup, organizations can now enhance employee productivity and elevate customer service to the next level. 

Omni-Supervisor Enhancements To Manage Routing Better

Spring 22 Salesforce Release introduces the enhanced Omni Supervisor. Now efficiently get updates and manage offline agents. Check agents’ online and offline status durations and their assigned work capacity, tend their queues and skills to plan and serve customers better efficiently. Supervisors can filter queues from the Queues Backlog and Assigned Work tabs with customized filtered views. Omnichannel flow features can be used to route non-real-time work like cases, leads or custom objects. An example can be like adding screen pops when routing issues. You can now address this by calling an Omni-Channel Flow with screen pops from the record-triggered flow that routes cases.

Advanced Einstein For Service

The new enhancement from Spring 22 Salesforce Release allows you to add up to 10 fields in the article recommendations model and calculates the segment count record for case classification. The Bot Builder inside Einstein Bots has been redesigned as the Conversation Canvas to be more user-friendly. Create a fully functional bot and connect it to any channel of choice without any interface using Einstein Bots API Platform. The new Sales bot template helps quickly create and launch bots to optimize sales and use cases. 

Improved Workforce Engagement

Long-term forecasts, capacity plans, and historical adherence metrics can help to improve scheduling for call center staffing. Earlier analysts could create intelligent forecasts for predicted channel volumes for 12 weeks. While now, projections can be made to up to 52 weeks to plan better. Analysts can now even see how many full-time employees (FTEs) are required by job profile and plan accordingly to support staff requirements. The dashboard gives a holistic view of the statistics for schedule adherence, conformance, omnichannel status, and scheduled versus present time to improve planning accuracy.

Assigning and updating shifts in bulk, locating shifts using color, and accessing configuration tools are now all streamlined and unified to improve workforce engagement. Keeping agents happy to serve customers is also enhanced by a new territory scheduling rule limiting less desirable shift assignments. And now, analysts, planners, and agents can use Workforce Engagement in 32 different languages while admins can set up the tools in 17 other languages. 

Enhanced Incident Management

The Spring 22 Salesforce Release has enhanced the incident management function to eliminate customers’ potential complications. You can now employ out-of-the-box incident management page layouts powered with complete SLA management tools to set things right instantly in the most streamlined and unified way for your customer experience. Notify the teams using omnichannel flows and work plans, Slack to get to the core of the incident resolve it most efficiently. With the related lists feature, you can assess an incident’s total impact to carry key takeaways to future-proof the organization from further such incidents. 

Making Knowledge Shareable

With the new Spring 22 Salesforce Release, sharing the latest knowledge articles is easiest. The new Copy Article Link button available in the knowledge layouts can now help users to share the latest published version link. Users no longer have to worry about the updated versions before sharing a knowledge article. You can now open full-size images to zoom in on the most critical details. In this new product release, Salesforce also ensured the article view counts show accurate information.

Spring'22 Salesforce Release For Service Cloud Infographic

Salesforce Service Cloud helps you get more intelligent client support for your business with all the improved features brought by Salesforce in this  Spring 22 Release. Need help in upgrading or building your service channels better to service clients the best way? We’re just a click away! Let’s connect 

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Brion Schweers, Board Observer

Brion Schweers is a Senior Vice President of Product Management at Salesforce, currently managing the Revenue Cloud Solution Excellence team. During the past 30 years, Brion has assisted enterprises around the world in transforming their business by focusing on their Product-to-Cash processes. Prior to joining Salesforce Brion was VP & GM, CPQ at Apttus, VP, Sales & Success at A5 Consulting, served on the OAUG ConfigSIG Board and spent 15 years at Oracle in various roles related to their CX and CPQ products. Brion is also the executive Sponsor of Vetforce – Carolinas and is actively involved in the Salesforce Military program where he mentors Veterans and their spouses with actionable, personalized career advice.

Joseph Truhe, Board Member

Joseph Truhe has over 20 years of investing experience. Prior to joining Jefferson Capital in 2013 Joseph was a Portfolio Manager with Whitney Bank in New Orleans, Louisiana, where he oversaw the company’s Trust accounts and served as the Energy sector analyst for the Hancock Horizon Funds. Prior to Whitney, Joseph worked as an analyst and member of the investment committee at HFR Asset Management, a multi-billion dollar hedge fund platform in Chicago, Illinois. There, Joseph reviewed and maintained investment discretion over the firm’s Event Driven and Asia-focused hedge fund allocations. He was also responsible for the expansion of the firm’s Asia-focused fund offerings.  Joseph holds a BA in Economics from Yale University.

Steve Swartzman, Board Member

Steve Swartzman is a Principal and co-founder of CPC. Previously, as a co-founder of C3 Capital, he helped originate and manage over 35 investments, including national brands such as American Apparel, Traeger Grills, and Grunt Style. Steve’s chief focus remains consumer brands and e-commerce enablement businesses, and he currently serves on the boards of Grunt Style, Accel Clinical Research, Spoke Custom Products, Warne Scope Mounts, and New World Natural Brands.

Prior to C3, Steve structured and managed subordinated debt investments at KC Venture Group, and he spent 7 years as a Vice President with Citibank in New York, managing client relationships for emerging markets clients and structuring over $1 billion in complex trade financings. He is a past President of the Midwest chapter of the Small Business Investment Alliance, and he serves on the board of the International Center for Music at Park University in Kansas City.

Steve received a MBA from Columbia Business School and an AB in History and Literature from Harvard College.

He resides in Kansas City, where he was raised, with his wife Evelina and two sons, Harrison and Zandy. When he’s not working, his favorite activities are fishing, golfing, and eating.

Charles Scripps, Board Member

Chad has over ten years of experience investing in dynamic, growing businesses in diverse industries and geographies. His private equity experience includes HIG Capital, which has over $12B in capital under management, and AEA Investors, which manages over $3B of invested and committed capital. While at HIG and AEA, Chad led diligence, structuring, and financial analysis of potential and existing investments, and completed transactions in the industrial products and consumer services industries. Chad also has experience investing in the public equity markets, most notably as a Managing Director at Fox Point Capital, a $1B fund seeded by Julian Robertson of Tiger Management. He invested across a number of industries, including industrials, financials, technology, and consumer products, and led Fox Point’s international research. Prior to focusing his career on investing, Chad was a management consultant at McKinsey and Company, solving strategic problems for the world’s leading companies. Chad earned an MBA with Honors in Finance from the Wharton School at the University of Pennsylvania and a BS with Distinction in Chemical Engineering from the University of Wisconsin-Madison.

Lester F. Alexander II, Board Member

Les Alexander is a partner with Jefferson Capital Partners where he provides mezzanine and equity capital for growth and buyout transactions. Mr. Alexander is a member of the firm’s investment committee and serves on the board of directors of several portfolio companies where he is actively involved in strategic planning and corporate governance. Prior to joining Jefferson Capital, he worked at Advantage Capital Partners where he completed several portfolio company investments and served on the investment committee. Before becoming a private equity investor, Mr. Alexander served as president of Ferrara Fire Apparatus, Inc., a leading fire truck and emergency vehicle manufacturer. At Ferrara, he was responsible for managing a workforce of 450 employees producing over 300 vehicles annually for its domestic and international customers. As an investment banker for 15 years with such firms as Howard Weil, Southcoast Capital, and J.C. Bradford & Co., Mr. Alexander completed over 50 public offerings of debt and equity securities, private placements, and merger and acquisition transactions totaling more than $7 billion for public and private companies in a variety of industries. Mr. Alexander is an adjunct professor at Tulane University and Loyola University where he teaches graduate and undergraduate classes in investment banking, private equity & venture capital, advanced financial management, investments, and entrepreneurship. He is also the board president for Benjamin Franklin High School, a public charter school in New Orleans. Mr. Alexander is the former Chairman Finance of the Association for Corporate Growth (ACG) and served on the global Board of Directors. He is a founder of the Louisiana chapter of ACG and was a recipient of the ACG global Meritorious Service Award and the Louisiana chapter’s Outstanding Service Award. Mr. Alexander received his bachelor of science in Commerce from the University of Virginia in 1989 and his MBA from the University of North Carolina in 1993.

Patrick F. Healy, Board Member

Based in Kansas City, Mr. Healy is a co-founder of C3 Capital. He has been an active private equity investor since 1985 and was a co-founder of C3 Holdings in 1994. Prior to this time, he sponsored and structured equity investments in real estate. He gained extensive workout and restructuring experience as chair of the creditor’s committee of a $1 billion bankruptcy and from being called upon to rescue a publicly-traded company from a major fraud. Mr. Healy was a senior tax partner at Mayer Hoffman McCann, a regional CPA firm, for eleven years. He received a Bachelor of Science in Accounting from the University of Kansas.

Chris Waters, VP of Strategic Sales

As Vice President of Strategic Sales, Chris guides and influences all strategic sales activities at A5 , starting in presales activities, successful sales methodology, sales process, and continued revenue generation and expansion opportunities. Furthermore, he will provide oversight in strategic sales function for the company and develop strategic sales plans that will promote growth in sales and customer satisfaction. Chris has proven his commitment to sales leadership and organizational success through field leadership as National Sales Manager at Deluxe Corporation, Field Sales Manager within the Social / Analytics Cloud at Oracle, US Regional Manager for CPQ Major Accounts at Oracle and now as Vice President on Sr. Leadership Team at A5.

Keith Fox, GM Salesforce Canada

Keith Fox is a software and consulting veteran for the past 34 years. Keith started his career at EDS which was followed by 4-year stint offshore in Bermuda. Keith then returned to Canada where he held a number of progressive sales and technical positions with software companies such as Sybase, BEA, and Oracle. After his stint with Oracle, Keith founded Cloudware Connections, a premier Salesforce consulting partner. 11 years down the line, Cloudware was acquired by A5, and Keith joined as GM for Canada.

Tarun Sharma, Vice President Delivery

Tarun Sharma is Vice President Delivery at A5 and is responsible for customer success, project operations, recruitment, resource utilization, and sales operations functions for Oracle practice. As a business and technology leader Tarun helps businesses develop solution strategies to streamline the sales process and improve customer relations to drive revenues, profits, and build brand loyalty. Tarun has led customers through digital transformation journeys. He has commanded strategic and tactical initiatives to shorten sales cycles, increase deal values and productivity, improve brand awareness and help organizations become easier to do business with. He has helped customers modernize their sales enablement tools and present a single source of information to support an omni-channel sales approach. This includes global roll-out for multiple business units included multi-currency and multi-language. Tarun graduated from Texas A&M University with a Master’s degree in Industrial Engineering.

Adam Rosenfield, VP of Salesforce Practice

As Vice President of A5’s consulting practice – Adam is responsible for both strategic alliances with partners and expanded sales growth through the entire portfolio of A5 services. With over 20 years of Sr. level management consulting expertise – Adam has worn multiple hats in his career including practice development, sales, and client advisory. He has sold & delivered countless enterprise transformational initiatives creating a measurable competitive advantage for his customers. In addition to various technical software certifications, Adam holds an undergraduate and master’s degree in Accounting & Information Technology from the University of Texas at Austin and resides in El Paso Texas with his wife and 3 children.

PJ Alfrejd, CFO

As the CFO, PJ is responsible for all things financial at A5. With over 20 years of experience in financial leadership positions, PJ has worn all the hats required of a growing tech business. His extensive knowledge of the consulting industry, experience with M&A, and strength in operational finance is another catalyst to take A5 to the next level in its growth trajectory. PJ is a CPA with a BS in Accounting from the University of Illinois, Urbana-Champaign, and has held various finance leadership positions at Exodus/Savvis (acquired by Centurylink), Neohapsis (acquired by Cisco), and mFoundry (acquired by FIS).

Vinay Kruttiventi, President & CEO / Chairman of the Board

As the CEO of A5, Vinay plays an active role in all aspects of day-to-day business operations. He is also actively involved in establishing a strategy and vision for the company. As a true customer advocate with Salesforce and Oracle product development, Vinay is actively engaged in various industry user/special interest groups. Since founding the company in 2004, Vinay has grown the business into a leading Salesforce, and Oracle partner focused on multi-cloud transformations.

Vinay has successfully implemented and architected CPQ solutions and multi-cloud complex transformation projects for various Fortune 500 companies since 1996. He has a strong authority over industry, process, and technology in Configure-Price-Quote and ERP applications. Vinay graduated from Osmania University with a Bachelor of Engineering degree and JNTU (Jawaharlal Nehru Technical University) with a Master in Technology degree.