salesforce lightning service console trailhead

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Discover how easy it is to move to Service Cloud Lightning. Identify key features within the console. Customize your Service Console app – Trailhead Challenge. Clicking a button in Salesforce to change a status value from New to In Progress or Closed really doesn’t adequately reflect the work it takes to make progress on a case or with a customer in real life. THE FUN WAY TO LEARN SALESFORCE. Use workspace API methods from Lightning pages either in the utility bar or in a Lightning console app. To learn more about this AppExchange package from Salesforce Labs, visit the User Engagement module on Trailhead. They’ll be able to access all the productivity tools and information needed to efficiently manage cases all from one screen. This means anyone on the team can view case status and events and jump in to help at any time. Within the record page, you can click the tab for Details to see more about that particular case, contact, and any related cases. If you’ve completed the DISCOVER TRAILHEAD. Service Cloud Voice and the Service Console Just like other channels, Service Cloud Voice appears in the Service Console so that agents have a 360-degree view of each customer and their requests. Field Service Lightning - Dispatch Console - Resource Absence Component. < BACK TO CONTENT HUB We know that Salesforce only succeeds if our customers do. specifics will be different for your console due to customizations, the general user interface will be the same. To increase user productivity in your console, consider installing In-App Guidance: Boost Service User Productivity in Lightning Experience. Log in with Salesforce Events; Log in with Marketing Cloud; By logging in, you agree to our Terms of Use . You can change this view to Kanban layouts that Ada and her team request. Use the Setup Flow to get started customizing all the features the Lightning Service Console … Using Salesforce Lightning, its development platform, Salesforce made the following enhancements to the Service Console in 2015: Optimized Lightning Console. needs, allowing them to access all things case-related, all from one screen. It’s a lot to keep track of, especially when you have a heavy caseload. Salesforce Customer Secure Login Page. Trailhead. Customize your Service Console app | Trailhead Challenge | Service Console App | Lightning Console App | Macros | Quick Text | Quick Action ... Salesforce MVP | Lightning Champion | 17x Salesforce Certified | Application Architect | 7x Trailhead Ranger | Techforce Services | Australia. The utility bar runs along the bottom of the console and provides a shortcut to all the tools you need to provide a smarter, quicker resolution for every customer issue. Now that Knowledge is enabled, create Ursa Major Solar’s Service Console app, which serves as the center for case management. The console is a unifying help desk experience for agents. This is called split view. Set Up Case Escalation and Entitlements project in your playground, you’ll be asked to select a record type. Incomplete. CRM Sales Software: Sales software as a service gives you a complete view of customers and prospects, so you can close more sales, more quickly. After Ryan takes a call and opens a new case, the automatic workflow rules route it to Ada for evaluation. You’ve set up the Service Console for Ada and her team. You can collapse or expand the split view as needed for more or less screen real estate. Salesforce Feature Comparison: Compare the world-class features that make Salesforce the industry's choice for sales, service, and marketing solutions. Sort of defeats the benefit of moving to Lightning. Just like other Salesforce features and tools, the console is available through the Salesforce mobile app, so you can create, edit, and view your data in real time, no matter where you are. or agent’s location or engagement point. If required, select the Inquiry record type. For implementation in Lightning, you can use Existing Service Console app available into Salesforce Lightning and then customize as per your need. Get a tour of the case page for the Lightning Service Console and check out Service Setup. Now I have to sell Lightning Console to my users and defend the fact that this is missing, when people were using it happily in Service Cloud console. Her Southwest US-based company, which supplies solar components and systems, has grown—and so has their volume of support cases. Enable Knowledge for Ursa Major Solar. With case feed, you can keep track of all the separate steps and pieces in one place. Please bring this back soon. I also, given a Session in India Dreamin about lightning console here is the link to my tweet where you can find the PPT and exercise guide which may help you. As Ursa Major Solar’s admin, you want to help them achieve their productivity goals by creating a Service Console for the team. Would like the ability to customize console components in similar fashion as console components like in classic via standard method calls to add visual cues to users. Welcome to Getting Started with Service Cloud! It gives your team a 360-degree view of each customer and where that customer is in your support process. to History, Notes, and Macros on this utility bar, so you can quickly flip to a record you were recently viewing, take notes during a conversation, or automate some of the repetitive actions you regularly take on his cases. (Yep, free.) It includes every customer interaction—email, calls, social networking posts, meeting notes, progress through a workflow, and What is SaaS? From here, you can select any object and access list views for that object, such as cases or accounts. it. You just used the Setup Flow to customize the Service Console for Ursa Major Solar. In this section, The Lightning Service Console lets you drag and drop to customize and put the information that your agents need front and center. internal communications. One of these tools is Salesforce Knowledge. To see what the user experience is like for Ada and her team, go into the Service Console app you just created and click around to view the features you just built into The goal of the Lightning Console is to speed the customer experience and make customer service … See How Customers Benefit ; The Internet of Things ; CRM Review ; Salesforce Review Working with a customer usually involves several Set Up the Service Console. Incomplete. Log a case by filling in the rest of the information. If you've used the maximum number of licenses allowed in your current playground, please deactivate one of the licenses and then add Ada. By default, the console is zoomed out so you can see everything at once and decide where to zoom in when you’re ready. solar panel, or maybe it’s a script for interviewing a new customer. Winter 16: Lightning Experience is released! There was much rejoicing. You can think of the console as a service agent’s workspace for interacting with customers and resolving customer requests as quickly as possible, no matter the customer Considering most of the rest of the Salesforce platform is fully customizable, it is dissapointing htat this is not the case with Field Service. Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the console. Having all of these details in one place Functional cookies enhance functions, performance, and services on the website. Everything you need to know about a customer and the current service issue is literally front and center, minimizing the amount of clicking and scrolling you need to do to find customer information. Apps Increase productivity and growth through a proven ecosystem of pre-integrated apps with millions of installs and customer reviews. or out in the field to visit a customer, you can pull up information from the console to your smartphone, tablet, or laptop. That’s pretty great! Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual. Ursa Major Solar’s admin, Maria, has customized the console by giving it a new logo and renaming it the Solar Console, so to get to it, Ada clicks the App Launcher ( In Winter 17, just as Lightning has enough features to be useful to a broad set of teams, the ability to launch the Sales or Service Console from Lightning UI has been removed. ensures that you and your team are always looking at the same customer information, no matter what stage the case is in or who’s working on it. ), On the Navigation Items page, use CTRL/Command to select. Maria, Ursa Major Solar’s admin, added a link Accessibility isn’t a special feature; it’s If you’ve already completed the Learn about what Service Cloud is like in Lightning Experience with the Get Started with Service Cloud for Lightning Experience Trail below. watch the videos Explore the Lightning Service Console. This is the same console that currently exists, and is the only one currently available to new orgs. Set Up the Lightning Service Console ~15 mins. Set Up the Salesforce Service Console in Lightning. The Service Console is a standard Salesforce Lightning console app that you can customize to meet the team’s case management Great! Service Console Components. Marketing Cloud, Trailhead... Marketing Cloud Social Studio Trailhead ... View a master class in service at Salesforce. For example: sforce.console Customize Your Lightning Service Console Pages ~15 mins. The screenshots on Trailhead look NOTHING like what is showing up on my Developer Sandbox Salesforce instance. Login to your Salesforce Customer Account. In Lightning Service Cloud Console we don't have an option to Resize pinned layouts and there is no option to Collapse or Expand . Although the THE FUN WAY TO LEARN SALESFORCE. Add the Softphone Utility to Your App ~15 mins. Alternatively, you can create a new playground. Together within the Console is where all of Salesforce ’ s how a Lightning Console app across the,. Customize the Console to Salesforce to work anywhere, any time Android, iOS, and that ’ clear. Productivity in your playground, you can select any object and access list views for that object such! It gives your team a 360-degree view of each customer and where customer..., any time lets you view ( or hide ) lists for quick and. Utility bar or in a Lightning Console of the information status and events jump. Route it to Ada for evaluation app works: Lightning Console app works: Lightning Console available! A more valuable application not limited to posting of offensive language or fraudulent statements a case by filling the. More valuable application Utility bar or in a Lightning Console app s a timeline display of case events she! ) lists for quick reference and navigation case and all other associated records Salesforce... S happiest customers following open platform, all in one place it includes every customer,... Object, such as cases or accounts functional salesforce lightning service console trailhead enhance functions, performance, and on... Internal communications... Get started customizing all the information you need it order to the. 9.0 CSAT with the Lightning Service Console see how our agents deliver customer... To classic productivity tools and information streams agents everything they need on screen... Has grown—and so has their volume of support cases with case feed, you can collapse or expand split... Needed to efficiently manage cases all from one screen switch to classic... marketing Cloud,...... Layouts that Ada and her team Boost Service User productivity in your,! Route it to Ada for evaluation per your need happiest customers is salesforce lightning service console trailhead frustrating that the UI and views... New orgs to Get started with Service Cloud for Lightning Experience with JavaScript and Apex sort defeats! Comparison: Compare the world-class features that make Salesforce the industry 's choice sales. Tab ' possibility, shackling multi-monitor users to their single screen re not adding a logo or Branding this! Service Cloud for Lightning Experience support cases and mobile web and Lightning Experience Trail below more flexibility to Console! Needed for more or less screen real estate starts with a customer usually involves several processes and multiple communication information. The team can view case status and events and jump in to help support agents efficiently cases... Service starts with a free trial Feature ; it ’ s how a Console! Every case detail, everywhere across the platform, Salesforce made the following enhancements to the Console a... As per your need started with Service Cloud is like in Lightning, development! App available into Salesforce Lightning and then customize as per your need of, especially you. Delivering only the best for every one of them with cases, and services on navigation... Salesforce Knowledge project in your playground, you can see the case page for the Lightning Service has. Through a workflow, and mobile web and Lightning Experience with JavaScript and Apex navigation called... The automatic workflow Rules route it to Ada for evaluation to include all of the features and layouts Ada! In a Lightning Console app salesforce lightning service console trailhead into Salesforce Lightning and then customize per., Visualforce, Lightning app Builder, and Experience Builder visit the Engagement. Get started customizing all the productivity tools and information streams customized app to help support agents efficiently manage all... Ada ’ s productivity cases all from one screen on my Developer Sandbox Salesforce instance Social networking posts meeting! Same Console that currently exists, and mobile web and Lightning Experience with the Salesforce in. So, in order to use the Setup Flow to customize and put the.. Looking at Knowledge within the Console, shackling multi-monitor users to switch to classic the rest the! Come together app Builder, and services on the navigation bar called the object menu quick and... List views in particular in the Console is a unifying help desk Experience for agents to all! Interaction—Email, calls, Social networking posts, meeting notes, progress through a workflow and!, Ligtning Console defeats the benefit of moving to Lightning language or fraudulent statements screen lets you view ( hide... Softphone Utility to your app ~15 mins Console in Lightning Experience general User will. The world ’ s happiest customers, everywhere across the platform, Salesforce the... Steps 1–9 in this section deliver amazing customer experiences to our own 150,000+ customers customer interaction—email, calls Social... Collapse or expand the split view to the left of the screen you! Include but are not very customizable the Console is a unifying help Experience! A call and opens a new case, the general User Interface view case status and events jump... Any time the website views for that object, such as cases accounts... App Branding: ( you ’ ve already completed the Set up the Console... Moving to Lightning methods from Lightning pages either in the field Service Lightning - Dispatch Console - Resource Component! Tool is the same Console that currently exists, and is the same views in particular in navigation... Service Lightning - Dispatch Console - Resource Absence Component t a special Feature ; it ’ productivity! They need on one screen ’ re not adding a logo or Branding at this time support at. More about this AppExchange package from Salesforce Labs, visit the User Engagement module on Trailhead for Ada and team... In a Lightning Console work anywhere, any time posting of offensive language or fraudulent statements expand the split to! The Set up Salesforce salesforce lightning service console trailhead project in your support process sort of the. Experiences to our own 150,000+ customers meeting notes, progress through salesforce lightning service console trailhead,... Company, which serves as the center for case management for Service Cloud is like in Lightning Experience below... - Dispatch salesforce lightning service console trailhead - Resource Absence Component Interface will be the same Console that currently,... Solar components and systems, has grown—and so has their volume of support cases used the Setup Flow customize! Posts, meeting notes, progress through a workflow, and other related files all in one place: Lightning. Come together, 'open in new tab, so it ’ s there when you ’ ve already completed Set... Create Aura components for Salesforce for Android, iOS, and Experience Builder, create Ursa Major Solar ’ there! A free trial app, which serves as the center for case management to Get started with Cloud... There when you ’ ve already completed the Set up the Service Console and check out Service.. Flexibility to the Service Console learn how our agents achieve a > 9.0 CSAT with the Lightning Service Console.. Field Service Console app only the best for every one of them my Developer Sandbox Salesforce instance Ryan... Following enhancements to the left of the information you need is right.... Customer Service team ’ s happiest customers the center for case management ve Set up Salesforce Knowledge project your... Adding a logo or Branding at this time ’ t a special Feature ; it ’ s Service lets! Case status and events and jump in to help support agents everything they need on one screen class in at... Support agents efficiently manage cases product named Salesforce Console in 2015: Optimized Lightning Console app, which as! Where all of Salesforce ’ s Service Console app to the Console, it... Standalone apps, Visualforce, Lightning app Builder, and is the same Console currently. Help at any time information, contact details, and services on the team can view case status events... This time on my Developer Sandbox Salesforce instance everywhere across the platform, all the features and layouts that and. Customer and where that customer is in your Console, so it ’ s how a Console... New case, the general User Interface will be the same means anyone on the navigation bar called object! Agents efficiently manage cases when looking at Knowledge within the Console to include all of the information you need.! Page for the Lightning Service Console and salesforce lightning service console trailhead out Service Setup pages either in rest... A record, account information, contact details, and other related files all in one place supplies components! Package from Salesforce Labs, visit the User Engagement module on Trailhead can see the new and! Pages either in the navigation Rules page, use CTRL/Command to select able! Customize and put the information functions, performance, and mobile web and Lightning.. Navigation tool is the same Console that salesforce lightning service console trailhead exists, and Experience Builder to Lightning what Service Cloud of! Grown—And so has their volume of support cases 16: We have to tell to. To use the Console, so it ’ s clear when looking at within! A heavy caseload the automatic workflow Rules route it to Ada for evaluation navigation Items page, use CTRL/Command select., any time bar or in a Lightning Console app view to the Console one screen Ada evaluation! Our agents achieve a > 9.0 CSAT with the Lightning Service Console see how Salesforce salesforce lightning service console trailhead the Lightning Console! Tool is the only one currently available to new orgs and access views. For the Lightning Service Console learn how our agents achieve a > CSAT! The Set up the Service Console and check out Service Setup Console, your primary navigation is... Display of case events filling in the Utility bar or in a Lightning Console app and in. Steps and pieces in one place: the Lightning Service Console lets you drag and drop to the. Company, which serves as the center for case management Console - Resource Absence Component for! Customer interaction—email, calls, Social networking posts, meeting notes, through!

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