8 Fascinating Features of Service Cloud for Lightning Experience

Out of all of the modules I’ve done so far in Trailhead, I have to say the Service Cloud for Lightning Experience was my favorite so far. This is because it’s most relevant to what I’m doing in my current job, even though I currently don’t use Salesforce in it.

Now that that’s out of the way, here are 8 of the features about Service Cloud that stuck out. For the purposes of this article, “agents” are customer service agents. I’ll also be including links to documentation to where you can learn more about these features.

1. Salesforce Knowledge base frees you from the hassle of needing a bunch of windows to juggle around to find what you need to some of your customers’ most frequently asked questions. It also lets you attach common solutions from previous cases too. Customers can find answers to frequently asked questions as well.

Learn more about Salesforce Knowledge here

2. You can use AI and bots to streamline tasks and predict service that’s needed. Einstein Bots is an example of this. It uses Natural Language Processing to understand human language. Like Knowledge Base, Einstein Bots can answer commonly asked questions.

Learn more about Einstein Bots here

3. Escalation Rules allow cases to be escalated to another person if they aren’t resolved within a specific time period. This can be especially useful if you have an agent who’s new to their job and doesn’t know how to resolve cases or leads as fast as someone more experienced.

Learn more about Escalation Rules here

4. Adding an Auto-Response Rule generates automated emails, like when confirmation of their case has been received.

Learn more about Auto-Response Rules here

5. Omni-Channel manages agents’ capacity to take on only the amount of assignments they can handle and routes cases to the right agent. I can see this definitely preventing employee burnout and improving employee retention.

Learn more about Omni-Channel here

6. Like the Macros you can create in Excel if you’re savvy enough, these Macros pretty much do the same thing: automate repetitive tasks.

Learn more about Macros here

7. Quick Text skips the need to write common salutations or phrases like “Please let me know if you need anything else”. This is definitely a time-saver!

Learn more about Quick Text here

8. Social Customer Service is probably the thing that stood out to me the most. It lets you log cases for customers on various social media platforms like Twitter, Instagram, and Facebook. Using classifiers, keywords, and language detection would definitely help agents find the right posts and resolve those issues before they blow up into something viral that ends up being a PR disaster for your organization!

Learn more about Social Customer Service here

What features of Service Cloud interest you the most? Please let me know in the comments below!