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Learning Objectives

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

  • Explain how to recommend the best knowledge articles to agents based on case data.
  • Describe how to let customers access multiple support channels and choose their preferred one from a single location.
  • Explain how teams can create a new work order or launch a mobile extension right from the Field Service Lightning mobile app homepage.

Einstein Article Recommendations

Recommend the best knowledge articles to agents based on case data with an intelligent natural language processing (NLP) engine across SMS, chat, and other channels. Einstein Article Recommendations is easy to set up with out-of-the-box components for fast time-to-value.

Learn more about Einstein Article Recommendations. 

Channel Menu

Provide customers with an easy way to access multiple support channels and choose their preferred one from a single location without having to search for a “Contact Us” page.

Learn more about the channel menu.

Field Service Lightning: Global Actions

Help your team work more efficiently. Configure global actions in the Field Service Lightning mobile app so the team can create a new work order or asset or launch a mobile extension right from the homepage.

Learn more about Field Service Lightning global actions.