As Salesforce Admins, you play a key role in delivering a smooth experience for internal teams at your company by customizing and maintaining the tools that make their day-to-day easier. One powerful tool you can leverage is Service Replies, which uses generative artificial intelligence (AI) to assist your service reps by suggesting responses directly within the service console as they chat with customers.
Users were initially limited to responses produced by out-of-the-box templates, which often felt generic and disconnected. Now, with Service Replies integrated into Prompt Builder, you can take control of how responses are shaped—customizing them to reflect your brand’s voice and ensuring reps can communicate in a way that feels natural and personalized.
Personalize responses for your team with Prompt Builder
Admins now have the ability to modify the prompt templates used for Service Replies directly in Prompt Builder. This helps you reflect your organization’s tone, values, and
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