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Administer Service Cloud

Learning Objectives

After completing this unit, you’ll be able to:

  • Summarize the key benefits of Service Setup Assistant.
  • Find and turn on Service Setup Assistant.
  • Describe the setup process for Service Cloud.

Streamline Setup with Service Setup Assistant

Salesforce administration is a small part of Maria’s job. In between random IT tasks for all of Ursa Major Solar’s employees, she helps out the sales team with their basic Salesforce needs. But Maria’s not familiar with Service Cloud. And because there’s not much budget for formal training, she’s worried that it will be hard to set up.

Enter Service Setup Assistant. This feature provides a quick, guided setup experience for Service Cloud admins. Admins just enter some key info, and Service Setup Assistant creates an out-of-the-box service console. It automatically completes otherwise manual tasks— like adding users, setting up profiles, turning on Knowledge, and much more.

Service Setup Assistant takes the guesswork out of the setup process, and it boosts agent productivity by building best practices into your Service Cloud experience.

Let’s check out Service Setup Assistant and review its benefits.

Benefit

Description

(1) Guided Setup Flows and Default Configurations

Use guided setup flows that walk you through every step of a feature implementation, like importing business data or turning social media posts into cases.

(2) Focus on Proven Workflows

Use tried-and-tested workflows automatically—from page layouts to productivity tools—instead of trying to configure them yourself.

(3) Predefined, Industry-Standard Reporting

Get ready-made analytics, such as snapshots of your team’s performance and customer service wait times, to make data-driven decisions for your service center.

(4) Feature and Insight Discoverability

Learn about new service features and get insights to improve your service delivery. Service Setup Assistant breaks down complex features with clear guidance and sample data.

Note: If you’re using Salesforce Classic, keep in mind that any changes you make in Service Setup affect Salesforce Classic, and vice versa.

Maria likes what she sees, and she wants to know how exactly to turn on the Service Setup Assistant.

Get Started

It’s easy to turn on the Service Setup Assistant and set up the Lightning Service Console app automatically.

  1. From Setup, in the Quick Find box, search for and select Service Setup Assistant.
  2. Click the toggle to On. The status becomes In Progress and the process might take a few minutes.

A screenshot of the Service Setup Assistant toggled to On.

  1. Click Check Status to see the latest status.
  2. When the status changes to Ready, click Get Started.
  3. Enter your main support email address. Or, click Generate Address to create a secure email address that you can add to your email's forwarding service. After you add that email, any email sent to that address generates a case in Salesforce.
  4. Click Add Users, and enter the email address of any agents and supervisors on your team. Assign each user a profile (Service Admin or Service Agent), feature licenses, and queues.
  5. Click Complete.

Congratulations! Your Lightning Service Console app is ready to use. You can find it in the App Launcher.

Overall Service Cloud Setup Process

Based on what Maria has seen of Service Setup Assistant, she knows that it helps her expand and customize service from one simple location, and that it can help her get started with all four layers of the Service setup process: Case Management, Channels, Knowledge, and AI and Bots.

  1. Automate case management—First, route customer questions, comments, and feedback to the right people and places with as little work as possible. Analyze service metrics to spot trends and make better choices about service.
  2. Add multiple channels—When your case management system is in place, engage with customers on their favorite communication tools, such as phones, emails, websites, social media, and more. Sync all your channels to a console so that your team can respond to customers anywhere.
  3. Capture knowledge—As customer engagement provides your team with insights, store all of that useful information in an easy-to-search knowledge base. Helpful articles are just a click away for support agents or customers.
  4. Expand efficiencies with AI—Finally, include AI and bots to streamline tasks and predict service before it’s needed.

A graphic of the Service Cloud setup process in four concentric circles.

Maria also knows she can rely on Salesforce Help documentation, Trailhead, and the Success Community for any questions or if she needs help customizing further.

Beginning with this module, we watch Ursa Major Solar move through the circles of service expansion. We watch them learn about service, ask questions, evaluate their options, and set up Service Cloud to match their business needs. By joining Ursa Major Solar on their customer service journey, you can better understand yours.

In the next unit, we’ll start with case management.

Resources

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