Insights from over 5,500 customer service professionals worldwide on support in the AI era.
What You’ll Find in This Report
Salesforce surveyed over 5,500 service professionals worldwide to discover:
• How service organizations are adapting to rising customer expectations
• Which metrics and channels are most important to high-performing service leaders
• How artificial intelligence (AI) is reshaping roles and operations due to rounding, not all percentage totals in this report sum to
Who Salesforce Surveyed
In this report, the following respondent groups.
Decision Makers Service: vice presidents, directors, and team leaders
Service Operations: Service professionals who oversee operations and equip internal teams with tools, systems, and processes
Agents: Frontline employees who support customers from the employee’s home, store, or office
Mobile Workers: Frontline employees who provide support in the field, at the customer’s home or business — in-person or virtually
Service Professionals: All survey respondents, inclusive of all groups above
Fill the form to get the Salesforce State of Service – 6th Edition
