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Learning Objectives

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

  • Describe how to reach customers faster on the channels they prefer with LiveMessage.
  • Describe how to set up service faster with Help Center templates.
  • Explain how to increase efficiency with Dispatch Console for Contractors.


Engage with customers on their preferred messaging channels—like SMS text and Facebook Messenger—with LiveMessage, now available in the Lightning Service Console.

Learn more about LiveMessage.

Help Center Template

Extend the power of Service Cloud Knowledge, and give customers the tools they need to help themselves with an out-of-the-box Help Center template. Give customers 24/7 access to support articles and FAQs to find the answers they need, instantly. Easily customize your help center in the Lightning Community Builder. 

Learn more about the Help Center Template.

Dispatch Console for Contractors

Extend the scheduling and optimization power of Field Service Lightning to your contractors and third-party workers with the Dispatcher Console for Contractors. Allow contractors to schedule their own service appointments with their own customizable console.

Learn more about Dispatch Console for Contractors.

Guided Action History

Understand what’s happening in your service org. Know which actions were completed, started, or paused, by which agent and when, in order of execution. Give agents and managers the ability to go back to the parent record and see the history of actions that agents launched from the Guided Action List. 


Learn more about Guided Action List.

Social Customer Service for YouTube

Take your social customer service to the next level with more customer visibility than ever before, right from within 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 on YouTube, sentiment, and even influencer status.

Learn more about Social Customer Service for YouTube.

Trailhead Badging in Salesforce Essentials

Inspire your colleagues to embrace learning—and to learn faster than ever before—by integrating Trailhead into Salesforce Essentials so users can earn badges that display in their Trailhead accounts. 


Learn more about Trailhead Badging in Salesforce Essentials.