Clara Shih has rejoined Salesforce as its CEO of Service Cloud, its biggest cloud, which grew 20% last quarter.

Exec Clara Shih explains how Salesforce has redesigned its customer service tools to help clients meet changing customer expectations.

Salesforce launches Service Cloud Workforce Engagement, aims to improve forecasting Contact center agents are often siloed into communication channels.

Salesforce is also adding the ability to automate the management of assets remotely. Along with these capabilities, Salesforce is shipping an AI training model inside Service Cloud.

Salesforce is consolidating its small business efforts such as Salesforce IQ CRM and Desk.com into Sales Cloud Essentials and Service Cloud Essentials, respectively.

Salesforce is offering Service Cloud bots, or customers can plug in a third-party bot to communicate via automated interactions in messenger clients.

At its annual Dreamforce conference in San Francisco, Salesforce announced several new products and services, including Einstein Voice Assistant.

Salesforce also announced Tuesday that it plans to unite its service-oriented products — Service Cloud, Commerce Cloud, and Marketing Cloud — under a new dashboard called Customer 360 that ...