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

Data in this report is from a double-blind survey conducted from August 21 through September 26, 2020, that generated 7,095 responses from full-time customer service professionals across 33 countries and six continents.