Pros and Cons of Salesforce Workforce Engagement in the Service Cloud

To create excellent client experiences in today’s climate, businesses must hire the appropriate employees, with the appropriate abilities, at the correct time and this is where Workforce Engagement in the Service Cloud comes into play!

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We are ecstatic to unveil the debut of this latest product as the go-to Workforce Engagement partner! Hussein Emam, NeuraFlash’s Workforce Engagement using Salesforce & Contact Centers Director, will be interacting with Product Managers at Salesforce and key alliances related to the platform  of Workforce Engagement in order to establish a team which delivers excellent results for clients.

Understanding Workforce Engagement

With dynamic intelligent forecasting and multi-channel, multi-skill capacity planning, Workforce Engagement helps service departments increase workforce performance, retain agility, and match customer expectations. It also enables optimization of the team’s staff through sophisticated agent empowerment, executive dashboards through tailored real-time coaching and onboarding, and learning in the workflow, all on one agile platform that could be completely integrated from any possible source!

The Service Cloud, which already comprises CRM for customer service, channels of communication with customers, and field service, would be completed by Workforce Engagement.

Significant Workforce engagement advantages

Through the following capabilities, Workforce Engagement permits firms to forecast, plan, arrange, and staff their dynamic forecasting accuracy at service centres on a day-to-day basis:

1) Demand can be intelligently forecasted

Customers can remain onward with the evolving business goals and customer trends by using day-to-day accuracy of dynamic forecasting that can scale for present day, next day, and whatever is ahead! They may now anticipate client needs and retain agility in order to improve staffing and operational plan accuracy.

2) Planning & Acting Rapidly for Any Outline

Planners could use forecast insights to improve scenarios throughout all channels by curating insights from the prediction. As planners match staffing demands with the correct agents, the correct resources, and the correct time, customer happiness improves. Simulations depending on outliers allow you to quickly alter your staffing models!

3) Personalised Training for Empowering Agents

Customers may now offer myTrailhead learning courses to agents directly from the interface, providing insight into skill gaps of agents and long-term staff success. Learning achievements are tracked, resulting in increased knowledge, engagement, and a reduction in agent attrition.

4) Delivering a unified, modern experience

Everything is made possible through Salesforce! With Mulesoft, your customers can connect and integrate all tools and systems, eliminate manual spreadsheets, scrutinise and plan with Artificial Intelligence and Automation, and have Built-in Customer 360. The myTrailhead is currently curating and delivering continuous learning.

Disadvantages of Salesforce Service Cloud

Following are some of the disadvantages as listed below:

  • To make implementation easier, you must completely comprehend the data model.
  • If you need to know the status of anything at a specific point in time, reporting can be difficult.
  • Some features may be prohibitively expensive.
  • Set-Up: Developing and setting up can take a long time. It’s also possible that creating a report will be complicated.
  • Omnichannel: Users frequently report that allocated work vanishes from inboxes when they lose internet connection or open a new tab, indicating that the Omnichannel feature is problematic.
  • It’s quite difficult to configure and set up.
  • There are multiple failure points.
  • A front-facing community is exceedingly difficult to set up and has numerous restrictions.
  • Expensive! Service Cloud would be significantly more expensive than practically any other Help Desk supplier due to hidden charges and development costs.
  • When it relates to pre-built data fields, there are very few options.

Capabilities of Service Cloud Workforce Engagement

Artificial intelligence would be used by Support Cloud Workforce Engagement to estimate customer service demand, allowing firms to employ the right agents, with the right skills, at the right time. Agents would have a single workspace with Support Cloud Workforce Engagement that unifies all of the data, technology, and coaching they need to provide personalised service and efficiently address issues.

The capabilities of Service Cloud Workforce Engagement are as follows:

  • Using data from the Salesforce platform and integrated third-party solutions, Service Forecast for Customer 360 uses AI to help service directors manage their workforces and forecast how many requests will come into the contact centre in real-time across digital channels and regions. Service managers will also be able to make real-time adjustments to accommodate for unanticipated events, such as an increase in calls in reaction to a social media influencer campaign.
  • Service leaders can manage staffing needs across digital channels, such as phone, email, online chat, text, and social channels, using Omnichannel Capacity Planning, which assigns the right employees at the right time based on their capabilities and availability.
  • Personalized Agent Engagement, which integrates Salesforce’s online learning platform, myTrailhead, directly into the Service Console to deliver real-time coaching and on-demand training from anywhere. Companies may onboard and educate employees by delivering bite-sized, guided learning courses directly in the agent’s workspace during shifts. 


What Is Salesforce Workforce Engagement?

Workforce Engagement allows service departments to improve workforce performance, maintain agility, & match customer demands with dynamic intelligent forecasting & multi-channel, multi-skill capacity planning

What Is One Key Benefit Of Service Cloud?

Give your agents instant access to the most updated information so they can help customers faster. A cloud-based customer service platform means no matter where you are or the time of day, customers can turn to you for help


In this blog, we come to understand what is workforce engagement, what are the advantages of workforce engagement, the disadvantages of salesforce service cloud, and the capabilities of Service cloud workforce engagement. For more information watch our Salesforce Training video.


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