Move to Service Cloud for Lightning Experience and Drive Adoption

January 8, 2018 Poorvi Shrivastav

As an admin, you hear a lot about Lightning Experience. Each Salesforce release includes more features in Lightning Experience to help you and your users become more successful. But where does Service Cloud fit into the Lightning buzz?

Here are 3 features for Admins in Service Cloud Lightning to help you make your users more productive and drive adoption:

Lightning Service Console is all about components

With Salesforce Lightning, Service Cloud has redesigned all of the components you and your agents interact with including cases, Knowledge, social media, etc. We’ve made significant enhancements to the core console utilities, such as Lightning Case Feed and History, to make your agents—and your contact centers— more efficient. We’ve also created brand new utilities, such as the Notes, which allows your agents to quickly and easily create app-specific reminders, or even attach them to a case for easy collaboration.

Oh, and have you seen the new Kanban view for Cases? Case Kanban visually summarizes all of the cases for your agents, by status or priority. It’s more than just a board: it’s a drag & drop tool that helps your agents keep their cases moving towards resolution.

Drag & drop your way to console customization with the Lightning App Builder

Lightning App Builder revolutionizes the way you can customize any page or Lightning Console in Salesforce. It provides new drag-and-drop tools for admins to create rich apps with the click of a mouse, while also providing a new UI framework for Salesforce developers to create awesome, reusable components much faster than before.

Lightning Service Flows make setup a breeze

Service Cloud is a powerful tool with so many features that setup can seem daunting, especially if you’re new to this area. You might have questions like, “Which feature do we set up first? How do we add users to the Service Cloud app?” Worry not! Thanks to Lightning Service Setup, those days of doubt are in the rearview mirror.

We now offer easy-to-follow setup experiences, called Lightning Setup Flows. With only a couple clicks, Lightning Setup Flows guide the admin through setting up the features they want, with customer service best practices built in. It shows an intuitive setup tree displaying the most essential nodes, and a performance metrics dashboard. If you prefer a guided step-by-step experience, we’ve got you covered. With Summer ‘17, there are 5 options to set up: Email, Facebook, Twitter, Lightning Knowledge, and Lightning Communities.

Learn to migrate to Lightning Experience

What should you know before you transition your org to Service Cloud for Lightning Experience?
Check out this video to find out!

Want to learn EVEN more? Use Trailhead!

There’s a new trail to help you learn about Service Cloud for Lighting Experience. Appropriately named Get Started with Service Cloud for Lighting Experience helps you do just that.

With a module covering the basics, and a module on how to make the move to Service Cloud Lightning, you’re well on your way to delivering better support to your customers and more productivity to your support agents.

Trailhead includes many more resources to assist you with your Service Cloud journey in Lightning Experience.

  • See how Service Setup saves you time with admin tasks.
  • Understand how to quickly upgrade your console, case feed, and case layouts.
  • Earn two new Trailhead badges to show the world your skills on the best customer support platform.

Begin your Service Cloud for Lightning Experience adventure on Trailhead. And stay tuned for even more learning paths (see what I did there?).

Poorvi Shrivastav, Brett Schuenemann, and Gavin Austin co-authored this post. When they’re not marketing Lightning Service, or documenting its latest features, they’re hanging out with Codey the Bear and earning badges on Trailhead.

The post Move to Service Cloud for Lightning Experience and Drive Adoption appeared first on Salesforce Admins.

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