Service: Better Routing, Faster Setup, and More Power to the Field

Route cases and push work to the right agent at the right time with Lightning Omni-Channel. Set up Lightning Knowledge and Communities painlessly with our guided, step-by-step setup flows. And get more done remotely with Field Service Lightning preventative maintenance, parts requests, and stock transfers. Work where your customers are!

Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

See Where Your Service Cloud Features Stand with Lightning Experience
Curious about Lightning Experience but not sure where to begin? Get specific advice on how to prepare several of your Service Cloud features and customizations for Lightning Experience. Kick off the Lightning Experience Readiness Check, then use the resulting report to start planning a rollout customized for your Salesforce implementation. This change applies to both Lightning Experience and Salesforce Classic.
Service Console: Increased Efficiency for All (Generally Available)
The Service Console in Lightning Experience is now generally available and includes a bunch of enhancements. Features like split view, keyboard shortcuts, case hovers, and more are aimed at keeping your support agents productive. With Community 360, agents can see which articles a customer has looked at. But we didn’t forget about our awesome admins. Now you can set up service-related features like Lightning Communities and Lightning Knowledge in a jiffy.
Cases: A Better Compact Feed, Feed Filters, and Case Comments Come to Lightning Experience
Get a quicker view of case activity with the improved compact case feed. Use case feed filters, and log calls faster with a Lightning-optimized Log a Call quick action. Most of these changes apply to Lightning Experience only; however, a few apply to Salesforce Classic and Salesforce1.
Lightning Knowledge: Generally Available
Lightning Knowledge, now generally available, brings customization capabilities to the Record Home page, the ability to import record types and related files to the Files Object, Knowledge set up in Lightning Experience, support for Communities and much more. This change applies to Lightning Experience only.
Omni-Channel: Introducing Lightning Omni-Channel Routing and External Routing (Beta)
Route cases and push work to the right agent at the right time, now in Lightning Experience. Plus, use an external routing implementation with Omni-Channel. This change applies to both Lightning Experience and Salesforce Classic.
Field Service: Part Transfers, Preventive Maintenance, and Timesheets
Generate maintenance service appointments so your customers never miss a beat. Keep track of your parts and van stock and get the right part to the right location. Record your workforce hours with Field Service timesheets. The Field Service Lightning managed package has cluster appointments based on location, emergency scheduling, and an improved scheduler console.
Mobile Field Service: Field Service Lightning iOS App Turns 2.0, Android App in Beta
The Android app beta brings Field Service Lightning to even more phones. The iOS app celebrates turning version 2.0 with enhancements to the settings page including more branding options and geolocation accuracy. Service reports are more reliable with service report previews that let you verify a report before creating it. Also, finding work orders has never been easier with the location tab and support for multiple service appointment list views. Support for multiday appointments lets you handle long jobs more easily. And users in your Community can also use the Field Service Lightning mobile app too!
Social Customer Service: New Lightning Experience Features and Increased Agent Efficiency
Take advantage of the speed and power of Lightning Experience to set up Social Customer Service in Professional Edition, and give agents tools to work faster and more efficiently. You can use the new setup node in Lightning to install Social Customer Service. And your agents can do more with Facebook and Twitter posts and view multiple attachments in their case feed.
Snap-ins for Web: Snap-ins for Lightning Communities and Improved Snap-ins Chat Functionality
Snap-ins Chat is bigger and better. There’s loads more chat functionality, and you can add your snap-in to a Lightning community using the Community Builder. This change applies to both Lightning Experience and Salesforce Classic.
Snap-ins for Mobile Apps SDK: It Just Keeps Getting Better
In the June 2017 release of this SDK, you can customize buttons with the new floating action button API. We also support pre-chat fields for Live Agent and provide more control over the caching behavior of your Knowledge articles.
Other Changes in Service Cloud
Learn about other changes we’ve made in the Service Cloud.