Build the Service Console
See how the Service Console centralizes case management for service reps.
Discover the workspace that helps agents find, update, and create records faster.
Learn how the console works in Lightning Experience to speed up service workflows.
Explore the standard service app built on the Salesforce console for service teams.
Extend the Service Console with custom components and Console API methods.
Configure SLA Management and Entitlements
See how entitlements and milestones help you meet customer service commitments.
Plan and configure SLAs to track agreed-upon service response times.
Configure entitlements and milestones to enforce service-level agreements.
Implement Omni-Channel Routing
Learn how Omni-Channel routes work in enhanced channels.
Use Omni-Channel to manage the priority of work items.
Configure routing, presence, and queues to send work to the right reps.
Manage and monitor work items and reps.
Improve real-time service routing using Enhanced Omni-Channel and supervisor tools.
Extend Omni-Channel routing programmatically with APIs and console methods.
Deploy a Basic Knowledge Base
Learn how Salesforce Knowledge helps you create a knowledge base.
Plan your knowledge base, then set it up to fit your business needs.
Enable knowledge and configure your knowledge base.
Manage knowledge base content and article features.
Explore APIs and objects to extend your knowledge base programmatically.
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