Salesforce Spring ’17 – Top Service Cloud Enhancements

spring-17

Salesforce Spring ’17 release is round the corner with some amazing enhancements related to Lightning experience, Sales Cloud, Service Cloud, Community Cloud and many more.

In this blog post, I want to point out my top Service Cloud enhancements as I was really waiting for these to come out soon.

  • Lightning Service Console (Beta)

I am really excited about this one and this has to be one of my top favorite features from the entire Spring ’17 release.

lightning_service_console

The all new Lightning Service Console comes with

  1. A pre-configured lightning page with a three-column layout
  2. Lightning pages including related record components which can be customized as per your business requirements.
  3. All the related details with the Related Lists components.
  4. The traditional knowledge sidebar
  5. The utility bar with History and Notes. The other utilities like CTI can be added too.
  6. Case feed layout

Read more from the Release Notes

  • Omni-Channel Supervisor is GA now

Omni-Channel feature in the Service Cloud stack is one awesome feature which lets you intelligently route work items to your customer service agents as per the rules configured.

Omni-Channel Supervisor brings real-time operational analytics and intelligence for call centre Supervisors within the Service Cloud Console. It gives the Supervisors a 360 degree view on the Agents, Queues and the Work items.

omnichannel_agentSummary.png

Read more from the Release Notes

  • Web-to-Case: Thwart Spammers with reCAPTCHA
You can now add reCAPTCHA to your Web-to-Case form to make it easy for customers to contact your company while making it difficult for spambots to waste service agents’ time. The reCAPTCHA widget requires customers to select a checkbox before they can create a case. Enabling spam filtering lets customer service agents focus on resolving real customer issues, and not on spam cases. This change applies to both Lightning Experience and Salesforce Classic.
  • Social Post Tab and Social Post Detail Page

Social Post Tab is now available in Lightning with mass actions allowing users to triage posts in bulk, icons to easily identify the provider, and a clickable Content field to see a post’s content.

scs_socialpost_tab.png

From a social post detail page you can, triage the post, view the available social accounts, click into the social handles, see the status of the post and, in the related list, click the title to see the post content.
scs_socialpost_detail.png
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Categories: Salesforce Release, Spring '17

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