Service: Knowledge Article Sharing, Return Orders, and Mass Quick Actions for Cases

Build a stellar customer service experience with Service Cloud Essentials, a new edition of Service Cloud tailored to the needs of small businesses. Boost your Knowledge efforts with export functions, article sharing, and translation approval processes, and incorporate the Knowledge component into your Live Agent implementation. Track field service product returns and repairs with the help of return orders, get up to speed quickly with a new guided setup, and customize the Field Service Lightning mobile app experience by user profile. Enjoy mass quick actions for cases and leads, macro support for all objects, and a more powerful Snap-ins SDK. Finally, take advantage of a host of improvements to Service Cloud in Lightning Experience, including quick text support, a dressed-up social conversation sidebar, and a richer Live Agent experience.
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions