This post Insights From Dreamforce 2019: Key Takeaways for Financial Services was originally published on the Silverline blog.
Last week brought us the most awaited Salesforce event of the year: Dreamforce 2019. The conference just gets better year after year. With over 2,700 sessions on agenda builder — including 26 that involved Silverline or our clients — it was a long and energizing week!
Among the sessions, keynotes, happy hours, and other excitement of the action-packed week, there was an avalanche of information on new Salesforce features and products. Dreamforce can be overwhelming, so we wanted to be sure you started your week with our biggest takeaways for our Financial Services clients.
Enhanced voice capability in Service Cloud
Tuesday’s opening keynote brought a number of exiting service-oriented announcements. The most exciting from my perspective was the announcement of Service Cloud Voice. While Service Cloud provided users the ability to interact through various channels such as chat, social media, and communities, it didn’t previously have built in telephony capabilities. With Service Cloud Voice, Salesforce unifies phone, digital channels, and CRM data in real-time into one unified console.
As part of the new functionality, Salesforce has enabled speech analytics capabilities providing sentiment analysis and speech-to-text transcription into your Service Cloud console. Salesforce’s Einstein analytics leverages the real-time description to provide your call-center agents with in-call contextual guidance such as knowledge-base articles, next-best action guidance, and cross-sell/up-sell suggestions.
Single view of customer data
Providing a single view of customer data has been the holy grail for customer experience leaders for years. Today’s financial institutions need more than just customer data to manage their customer experiences. For example, bank employees must be able to draw on real-time transaction data from core and other record and servicing systems in order to provide customers with accurate updates no matter their channel of engagement. To aid in this, Salesforce announced Customer 360 Truth — a new cross-cloud capability that simplifies creating a single universal ID across different systems.
Enhancing email with embedded surveys
One of the more exciting Marketing Cloud announcements will enable users to embed surveys within marketing emails without the need to build landing pages for surveys. With this feature, you can now solicit feedback directly within an email — collecting feedback without requiring the recipient to click and follow a URL to complete the survey.
Exciting new FSC features for mortgage and insurance
Wednesday’s Financial Services Keynote was a hit with customer successes shared by State Farm and Barclays. And while the new Financial Services Cloud (FSC) innovations for mortgage and insurance were not a surprise for anyone who attended Digital Mortgage or InsureTech in September this year. It was great to see examples of how insurers and mortgage lenders are taking advantage of the new data model and workflows in FSC to support their business process.