For the fifth edition of our “State of Service” report, Salesforce Research
surveyed 8,050 customer service professionals to determine:

• How service organizations continue to adapt to an ever more digital-first
  environment
• How economic uncertainty is impacting plans for investments in people,
  processes, and technology
• The evolving role of field service in overall customer service strategies
• Approaches to talent management and development in a challenging
  labor market