What is the main difference between the service setup and the setup , and why do we choose the setup button when creating an escalation rule while for the assignment rules and the queues we use the service setup. does it make a difference where I create them?
#Trailhead Challenges
Greetings @Sandra Louka, Service Setup is more focused on service-related features like case management, queues, and assignment rules, while Setup is for overall Salesforce configurations like user settings, security, and other admin functions.
- Escalation Rules: These are created in Setup because they are part of general system configuration, not specific to service processes.
- Assignment Rules & Queues: These are created in Service Setup because they are related to managing service-specific tasks like case assignments.
Hi, @Sandra Louka
It's really interesting question! Let's figure it out together =)
In Salesforce, Setup and Service Setup
serve different purposes, and choosing the right one depends on the specific features you're working with.
Service SetupThis is a specialized setup area specifically for Service Cloud features. It includes tools and settings tailored for managing customer service processes, such as case management, assignment rules, queues, and escalation rules.
Provides a more streamlined and focused experience for configuring Service Cloud features, making it easier to manage customer service-related settings
SetupThis is the general configuration area for all Salesforce features, including Sales Cloud, Service Cloud, Marketing Cloud, and more. It's where you manage the overall settings and configurations for your Salesforce org. It is broader and includes configurations for all Salesforce features, not just Service Cloud.
Sincerely,
Mykhailo Vdovychenko
Bringing Cloud Excellence with IBVCLOUD OÜ
Hi @chirag ahir , thank you for your clear answer, but this does not mean that I cannot use one for the other? meaning what I do in setup will reflect anyways on the service app I am setting up
