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24 April 2021

Salesforce STATE of SERVICE – 4th Edition Report

Insights from over 7,000 customer service professionals worldwide

What you’ll find in this report

For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:

  • How customer service standards continue to change in the midst of crisis
  • Which strategies, tactics, and technologies service organizations are turning to in the new normal
  • How service organizations are navigating abrupt changes in their work environment
  • The impact and trajectory of field service during a time of social distancing

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