Service Cloud

Introduction to Service Cloud

• What is Salesforce Service Cloud?
• Service Cloud vs Sales Cloud
• Key service features (Cases, Knowledge, Omni)
• Service use cases for support centers

Service Cloud Setup & Console

• Creating a Service App in Lightning
• Service Console layout and navigation
• Utility bar, split view, highlights panel
• Assigning console to agents/profiles

Case Management Basics

• What is a Case in Service Cloud?
• Creating cases manually and via email/web
• Case fields: Status, Priority, Origin
• Case record types and page layouts

Email-to-Case & Web-to-Case

• Setting up Email-to-Case
• Setting up Web-to-Case form
• Threading incoming emails to existing cases
• Limitations and best practices

Case Assignment & Escalation

• Case Assignment Rules
• Queues and team-based ownership
• Auto-Response Rules for customers
• Escalation Rules and notifications

Case Lifecycle & SLAs

• Defining case stages and status values
• Using Path for case progress
• Tracking first response and resolution time
• Reporting on SLA performance

Entitlements & Milestones

• What are Entitlements in Service Cloud?
• Creating Entitlement Processes
• Configuring Milestones (1st Response, Resolution)
• Linking entitlements to accounts/cases

Service Automation with Flow

• When to automate in Service Cloud
• Record-Triggered Flows for Cases
• Auto-notifications and task creation
• Approvals for case escalations

Salesforce Knowledge

• What is Salesforce Knowledge?
• Creating and publishing Knowledge Articles
• Article versions, channels, and data categories
• Using Knowledge in Service Console and Cases

Omni-Channel Introduction

• What is Omni-Channel in Salesforce?
• Setting up Service Channels
• Presence configurations and statuses
• Routing work items to agents

Live Chat & Messaging

• Setting up Live Chat (Embedded Service)
• Pre-chat forms and chat buttons
• Routing chats via Omni-Channel
• WhatsApp/SMS/Facebook integration basics

Service Cloud Voice

• What is Service Cloud Voice?
• Amazon Connect and telephony integration
• Real-time call transcriptions
• Voice in Service Console for agents

Macros, Quick Text & Templates

• Improving agent productivity
• Creating and using Macros in console
• Quick Text for email/chat replies
• Email Templates for case responses

Case Collaboration & Chatter

• Using Chatter on Cases
• @mentions and internal collaboration
• Case Feed vs standard page layout
• Sharing files and updates with teams

Service Analytics & Dashboards

• Standard service reports (Cases, Agents, Queues)
• Building custom case reports
• Service dashboards for supervisors
• Introduction to Einstein Service Analytics

Field Service – Introduction

• What is Field Service (FSL)?
• Work Orders, Service Appointments, and Assets
• Dispatcher Console overview
• Linking cases to field service tasks

Service Contracts & Assets

• Creating and managing Service Contracts
• Linking Assets to Accounts and Cases
• Tracking warranties and renewals
• Reporting on active service contracts

Surveys & Customer Feedback

• Creating Salesforce Surveys
• Sending surveys on case closure
• Capturing and storing CSAT/feedback
• Reporting on survey responses

Einstein for Service

• Einstein Case Classification
• Einstein Article Recommendations
• Next Best Action for agents
• Agent productivity with AI summaries

Integration with Other Clouds

• Service + Sales Cloud collaboration
• Marketing Cloud follow-up journeys
• Integration with external ticketing/telephony
• Using APIs to create/update cases

Security & Access for Service Teams

• Profiles and permission sets for agents
• Org-wide defaults and case sharing
• Teams, queues, and manual sharing
• Field-level security on sensitive case data

Service Cloud Best Practices

• Optimizing the Service Console for agents
• Case deflection using Knowledge/Experience Cloud
• Monitoring agent productivity
• Checklist for production go-live

Service Cloud Project & Certification Path

• End-to-end service project (Case → Omni → Knowledge)
• Testing and UAT for service teams
• Common issues and troubleshooting tips
• Salesforce Certified Service Cloud Consultant roadmap

Recall Session - 01

Recall Session 02