THE BOTTOM LINE
On July 27, Salesforce announced the next generation of Service Cloud, built on the Salesforce Lightning component-based framework. Customer service agents will find productivity gains through a more intuitive user interface (UI) with Case Kanban view and Community Agent 360, and macros allow agents to answer customers in one-fifth of the time. Agents also benefit from new mobile capabilities. Developers can boost productivity with the Lightning App Builder and a one-day, no-code deployment.