See What's New with Service Cloud
After completing this unit, you’ll be able to:
- Describe how new quick actions save you time.
- Explain how to intelligently route cases to the right agents with Omni-Channel Setup Flow.
- Increase personalization in customer conversations with new Workspace Components.
In Spring ’18, give your agents the tools they need to take action and respond to customers across multiple records at one time. On cases, leads, or custom objects, agents can use mass quick actions to create and update records, saving time.
Learn more about Quick Actions.
Deliver Omni-Channel service in three simple steps. Easily configure Service Cloud to intelligently route cases to agents based on their skill set, availability, and capacity in three guided steps. Omni-Channel Setup Flow makes it easy for admins to set up multiple queues so agents can sit back and wait for the cases to roll in.
Learn more about Omni-Channel Setup Flow.
Put the right information at your agents’ fingertips. Personalize every customer conversation by giving agents the right information as they work in the Lightning Service Console. Empower agents to personalize service and close cases faster by displaying critical case information while viewing other tabs in the console.
Learn more about Workspace Components.
Empower agents with full social context for every customer, at a glance. Take your social customer service to the next level with more customer visibility than ever before, right in the Lightning Service Console. Agents can easily personalize customer conversations and close cases faster with at-a-glance details about a customer’s social persona, previous conversations and interactions, sentiment, and influencer status.
Learn more about Social Conversations Components.
Ensure brand consistency with the full power of chat customization. Take full control of your Web Snap-ins chat experience, and match your company’s unique branding with Lightning components. Now in Spring ’18, customize the pre-chat form and use direct-to-button routing, automated invitations, and sensitive data rules to ensure you’re delivering a personalized experience to your customers.
Learn more about Customizations for Web Snap-ins.
Streamline every product return. Simplify the process of returning or repairing products for customers or mobile workers. Empower customers to initiate returns from a community, and empower agents to create return orders based on customer or mobile worker requests—including details about the products being returned.
Learn more about Return Order Management.
Easily schedule the right crew for the job. Easily define and schedule teams of mobile workers, saving time and ensuring the right set of experts are on the job. Define crew members, and review and assign skills to ensure that every job gets done right, the first time.
Learn more about Crew Scheduling.
Get started delivering service in the field on the right foot. Set up for success with guided onboarding flows for Field Service Lightning. Ensure you have the right territories, skills, and resources to handle the complexities of your business with the best practices and guides for next steps.
Learn more Guided Setup.
- Service Cloud: Enhanced Quick Actions in Lightning Experience video
- Omni-Channel Setup Flow video
- Service Cloud: Workspace Components video
- Service Cloud: Social Conversations Component video
- Service Cloud: Enhanced Customization for Web Snap-Ins video
- Service Cloud: Return Order Management video
- Service Cloud: Crew Scheduling video
- Service Cloud: Guided Setup video