How and When Service Features Become Available

Summer ’15 includes smarter service by pushing the right cases to the right agents at the right time. You can also embed support into mobile apps for live guidance, and go beyond plain text to dynamically interact with your customers. Supercharge your agents’ productivity with enhanced shortcuts and bulk macros, and solve cases faster by leveraging multiple agents in one chat session.
Feature Enabled for users Enabled for administrators/​developers Requires administrator setup Contact Salesforce to enable
Omni-Channel
Push Work to Qualified, Available Support Agents with Omni-Channel (Beta) check icon indicating true
SOS
Push Work to Qualified, Available Support Agents with Omni-Channel (Beta) check icon indicating true
Highlight Externally Visible Feed Items in Case Feed check icon indicating true
Append User Signatures After Replies in Emails check icon indicating true
Email-to-Case Settings for Thread IDs Have Been Renamed check icon indicating true
Quickly Search Salesforce Knowledge and Attach Articles to Cases Using Macros check icon indicating true
Post to Social Networks Using Macros check icon indicating true
Replace Field Values in a Case Using Macros check icon indicating true
Insert Field Values into a Case Using Macros check icon indicating true
New User Permission for Creating and Running Macros That Users Can’t Undo check icon indicating true
Enhancements to Searching for Macros check icon indicating true
Macros List Shows Most Recently Used Macros check icon indicating true
Cases
Enable Case Assignment Rules More Intuitively check icon indicating true
Knowledge
Attach an Article to a Case from the Article Detail Page check icon indicating true
Link to an Article in Social Customer Service check icon indicating true
Articles Suggested for Cases are More Relevant (Generally Available) check icon indicating true
Thumbs Up or Down Ratings (Beta) check icon indicating true
Other Changes for Salesforce Knowledge check icon indicating true
Live Agent
Transfer a Workspace with a Chat Transfer or Conference check icon indicating true
Conference Multiple Agents into Chats check icon indicating true
Block Unwelcome Chat Visitors by IP Address check icon indicating true
Updates to Live Agent Browser Support check icon indicating true
Automatically Set Agents’ Status to Away When a Chat Request Times Out check icon indicating true
New Button Lets Customers Cancel a Pending Chat Request check icon indicating true
Extreme Makeover: Live Agent Edition check icon indicating true
Salesforce Console
Add Report Charts to Console Sidebars check icon indicating true
Reopen Last-Closed Tabs check icon indicating true
Pin Primary Tabs check icon indicating true
Bookmark Primary Tabs check icon indicating true
Most Recent Tabs Component Renamed History check icon indicating true
New API Methods for the Console Integration Toolkit check icon indicating true
Assets and Service Contracts Fields Now Supported in Highlights Panel check icon indicating true
Service Communities
Give Agents More Options with the Community Case Feed (Generally Available) (available within 24 hours after the Summer ‘15 release) check icon indicating true
External Users Now See Case Emails in the Feed check icon indicating true
Social Customer Service
Basic Business Rules check icon indicating true
Improved Twitter Direct Message Experience check icon indicating true
Case Creation Option with the Starter Pack check icon indicating true
Additional Social Post Fields check icon indicating true
Delete Outbound Posts on Google+ and Sina Weibo (Pilot) check icon indicating true
Delete Inbound Post Errors check icon indicating true
Other Changes for Social Customer Service check icon indicating true
Assets
High-Volume Sharing Available for Assets check icon indicating true
Organization Sync
Metadata Now Supported in Organization Sync (available within 24 hours after the Summer '15 release) check icon indicating true
Organization Sync Enhancements check icon indicating true
Documentation
Improve Your Service Cloud Implementation with Code: Introducing the Service Cloud Cookbook check icon indicating true