See What’s New with Service

Learning Objectives

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

  • Explain how service managers can create, edit, and take action on employees’ time sheets and expenses.
  • Describe how to jumpstart customer service with easy Service Cloud setup, best practices, and smart recommendations.
  • Describe how to empower service supervisors to assist agents in real-time.

Field Service: Time Sheets

Service managers can now create, edit, and take action on employees’ time sheets and expenses. Time sheets are connected to your field service operation, giving you visibility into how your mobile employees are working. View time sheets, log working hours, and submit time sheets for approval on the go.

Learn more about Field Service: Time Sheets.

Service Setup Assistant

Realize faster time to value for customer service delivery with Service Cloud. Now, it’s easier than ever to get started. The Service Setup Assistant provides a two-step guided setup, out-of-the-box configuration, and built-in agent productivity best practices.

Learn more about Service Setup Assistant.

Omni Supervisor Enhancements

Empower service supervisors to assist agents in real time with the latest Omni Supervisor enhancements. Now supervisors can view the voice transcript as the phone call is in progress, so they can jump in and help agents when needed.

Omni Supervisor page showing a chat message to an agent on a call

Learn more about Omni Supervisor enhancements.