Salesforce has announced My Service Journey, its first product discovery solution for customer service.
Currently available in open beta, the tool helps users navigate the capabilities available in Service Cloud, ensuring contact centers understand everything available to them.
The move is significant, as the product discovery experience across deep platforms – like Service Cloud – is highly fragmented.
Of course, there are webinars and events, support documents, release notes, communities, and social media to learn more about such CX platforms.
Nevertheless, if a brand relies on a source, like release notes, to comprehend the full capabilities of Service Cloud, it’ll have to flick through 15 years worth of content.
Thankfully, My Service Journey aims to simplify and personalize this product discovery process.
Speaking on a recent webinar, Matt Kravitz, VP of Product Management at Salesforce, stated:
This is really intended to answer two huge questions: give me some idea of what I should do next? And what do I already have access to through my licensing?
It does so through three core product features, as highlighted below.
1. Hand-Curated Capabilities
My Service Journey is not just an overarching library of everything Service Cloud can do. Salesforce’s success organization, product team, solution engineers, and customers have identified as the highest impact capabilities.
As of today, Salesforce has bookmarked 158 of those capabilities. But, by September’s Dreamforce event, Kravitz claims that the list will likely top 200.
2. "One-Pagers"
Users can click on a particular capability to access a one-pager. In doing so, they’ll see a consolidated one-page view of best practices for implementing the capability, related resources, and KPIs to measure its success.
3. Its Tagging System
Contact centers to monitor their service transformation via My Service Journey’s tagging system.
Indeed, a user may bookmark and save various capabilities with the tags: Not Planned, Planned, In Progress, Completed, or Not Interested.
My Service Journey: The Big Benefit & Future Plans
My Service Journey ensures continuous contact center innovation, which is critical as service leaders often stall their transformation projects as they struggle to overcome everyday firefighting.
That issue is particularly concerning when operations invest in a premium platform as deep as Service Cloud.
As such, the solution offers customers an incredibly helpful base to push their transformation forward.
Thankfully, My Service Journey is almost ready for general availability, too. Yet, it’s currently English-only, which is why it remains in beta.
However, as Salesforce pulls it through that beta, it already has big plans for the future. As Kravitz said:
We’re thinking about literal roadmaps. So, based upon particular business outcomes, we’ll cluster in a 20-step roadmap to crawl, walk, and run.
He also shared that Salesforce plans to introduce a generative conversational experience – grounded in the solution’s one-pagers - so users can go back and forth, asking the solution questions.
