Get Ready to Roll Out Service Cloud
Learning Objectives
After completing this unit, you’ll be able to:
- Identify the top features and configurations that come with Service Cloud.
- Determine which tools and resources will be most helpful as you get set up.
- Set a timeline for preparing and rolling out Service Cloud.
See What You Get Out of the Box
Now’s the time to log in to your Salesforce account, explore the Service Console, and get comfortable with the interface. Like any new space, the Service Console can feel like a lot to take in. (That’s why we’re here to help you get started!)
On your Service Console home page, find the main menu (1), search bar (2), and the Service Setup menu (3). These locations help you navigate Service Cloud.
The Service Console has everything you need to quickly respond to customers.
Keep in mind that this initial Service Console configuration is a canvas. You can style the Service Console to support your goals, metrics, and support process. You can also expand your service tools and customizations as your team or company grows.
Understand Your Tools and Resources
We’ll be the first to say it: There are a ton of resources to help you succeed with Service Cloud. Trailblazers like you come from all kinds of backgrounds, have a wide range of learning goals, and want to use a variety of media to learn more. That means you have options, especially as new and unanticipated questions come up.
Take a moment to assess the key tools and resources available to you, so you can find the path that fits your work style best.
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Do it myself: Trailhead, the Salesforce Help and Training portal, and the Trailblazer Community are available to every customer for free. They’re perfect for do-it-yourselfers.
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Trailhead: Learn how to use Service Cloud products and explore agile practices. Follow guided learning paths and work through hands-on challenges. (Way to go, you’re doing that now!)
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Trailblazer Community: Ask questions, share tips, and learn from Service Cloud experts and customers.
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Help and Training portal: Get training, help, and support.
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Show me how: Circles of Success, Accelerators, Webinars, and Proactive Engagements give you direct access to experts when you need help getting things done.
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Customer Success Events: Webinars, Office Hours, Circles of Success, and in-person events are opportunities to learn about new features and best practices.
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Accelerators: These are one-on-one sessions for Premier Support customers to learn best practices.
Feel free to explore the resources that work for the goal right in front of you. Remember to bookmark the resources you find useful, so you can share them or refer back to them later.
Set Milestones
One big question that might be on your mind is: How long does all of this take?
Having a plan is one way to cut down the amount of time it takes to get Service Cloud up and running. With your strategy in mind, you can set milestones for your implementation.
When do you want to launch the Service Console for your team? When will you train your users? If you have decided on a go-live date for Service Cloud, work back from that point.
Set realistic goals for you and your business. Make sure you and your implementation team accurately account for the steps you need to take to get there.
Your timeline will be unique because your business is unique. Account for the hours you need for exploration and learning.
Here are some basic milestones we recommend that you include.
- Enable features that can make your team more productive.
- Configure the Service Console to fit your business.
- Import your customer data.
- Add all your relevant users.
- Train your users.
Now that you’ve set your goals, metrics, and milestones, you’re prepared to learn more about managing users as you implement Service Cloud and put these strategies into practice.