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Find Familiar Service Features in Lightning Experience

Lightning bolt icon used to indicate that the content is for Lightning Experience

Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Lightning Experience.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

After completing this unit, you’ll be able to:
  • Find resources to begin transitioning your org to Service Cloud for Lightning Experience.
  • Understand the name changes to familiar features.

Recap to Flash Forward

So you want to move to Service Cloud for Lightning Experience? Congratulations! The transition is not as hard as you think. After completing this module, you may discover that the move is easier than baking a birthday cake.

To bake a cake, you start with a recipe, right? Well that’s exactly what this module is: a recipe to successfully move your org to an improved service experience for both customers and support agents. Instead of flour, we use clicks. In place of sugar and butter, we use examples and screenshots.

Before you begin this recipe, make sure you already have a few ingredients. We recommend you stock your pantry with these morsels since they provide you with what is required to complete your Service Cloud for Lightning Experience cake:

To learn more about how to transition to Lightning Experience, check out this trail, which has everything necessary to start cooking: Make the Move to Lightning Experience. But if you’re not hungry enough for a meal, and only want a snack, watch these videos.

Part 1: Get Ready to Transition to Service Cloud in Lightning Experience

Video highlight: “Moving Service Cloud to Lightning Experience is not an all-or-nothing thing. Your Salesforce Classic implementation can coexist with a Lightning Experience implementation.”

Reminder: Run the Lightning Experience Readiness Check!

Part 2: Get Ready to Transition to Service Cloud in Lightning Experience

Video highlight: “Throughout your rollout planning, make sure you evaluate the Lightning Experience Roadmap available in our online help.”

Reminder: If you delay your transition, it can be more time consuming and expensive than if you start now.

Before we move closer to the kitchen, we want you to know that this module assumes you’re an admin who knows your way around the console, case feed, and case page layouts. Why? Because that’s where all service features come together for support agents to help your customers. This module also focuses on transitioning those three features to Lightning Experience. Why? Because once you move those features over, you’re well on your way to a full transition.

Explore Minor Differences

The differences between Service Cloud in Lightning Experience and Service Cloud in Salesforce Classic include significant improvements to productivity. But the updates are so natural and intuitive that you and your support team can make the switch without a hitch. It’s nothing like the big differences between a cupcake and a seven-layer wedding cake. Yes, some things are different, but they’re not dramatic. You may welcome the changes in Lightning Experience because they were based on lots of customer feedback (perhaps from you!).

Some of the main differences are as simple as feature name changes, updates to frequently used click paths, and reorganizing Setup for easier access. Let’s explore these differences.

Name Changes
Salesforce Classic Lightning Experience
Salesforce Console for Service Lightning Service Console

Salesforce provides you with an out-of-the-box Lightning console app called Service Console.

Navigation Tab Navigation Bar
Pinned Lists Split View
Choose How Lists and Records Display Navigation Rules
Console Components for Page Layouts Lightning Components
Console Components for Apps (Footer) Utilities
Console Footer Utility Bar
History Component History Utility
Macros Browser Footer Component Macros Utility
Salesforce Console Integration Toolkit Lightning Console JavaScript API

Really it’s a separate API library, but it does similar things as the Toolkit and has a snazzy new name.

Note

Note

If you don’t see the Service Console app in Lightning Experience in your Trailhead Playground (TP), create a new TP.

Click Path Changes
Salesforce Classic Lightning Experience
To reach Setup:

From your app, select Setup. Then use the Quick Find box to find feature settings.

The Setup menu in Salesforce Classic with Setup highlighted.
To reach Setup:

From the Service Console app, click The gear icon in the Setup menu at the top of the page. and select Service Setup. Then use the Quick Find box to find feature settings.

The gear icon highlighted in the Setup menu of Lightning Experience.
To update a console app:

From Setup, click Create | Apps, then Edit next to a console app.

To update a console app:

From The gear icon in the Setup menu at the top of the page., select Service Setup, then click Apps | App Manager and Edit from drop-down arrow next to a console app.

To add custom components to a console footer:

Follow the path above to update a console app, and in Choose Custom Console Components, add any available components to your app.

The Choose Console Components field on a console app edit page in Salesforce Classic.
To add custom components or utilities to a console:

Follow the path above to update a console app, then select Utility Bar and click Add.

The Edit App overlay in Lightning Experience with the Utility Bar tab and Add button highlighted.
To add custom components to a page layout:

In Setup, go to any page layout, and select Custom Console Components.

The Custom Console Components link highlighted on a case page layout edit page.
To add Lightning components to a page layout:

In the app, click The gear icon in the Setup menu at the top of the page. and select Edit Page to access the Lightning App Builder.

The Edit Page link highlighted in the Setup menu of Lightning Experience.

Discover New Things in Familiar Features

Think of the next few units as a quick course in baking a birthday cake. If you’re familiar with baking cakes, then you know there’s always a few new tricks to do the same old things. You may ask, “Why a birthday cake?” Because we’re about to breathe new life into the console, case feed, and case page layouts, and that deserves a celebration.

We follow a simple theme of, “You did this in Salesforce Classic, this is how you do it in Lightning Experience.” Along the way, you’ll discover some new things as we move your org to the future.

A graphic of a birthday cake.
Important

Important

Before we begin, we must give you a warning. Just as we wouldn’t want you to burn yourself on a hot oven, know that any changes you make from setup pages listed in the Service Setup tree of Lightning Experience affect your Salesforce Classic settings, and vice versa. Think about wearing some oven mitts!

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