Administer and Maintain Service Cloud

Case Escalations and Entitlements

• Create processes to streamline a support team’s workflow and case management.
• Customize fields, page layouts and record types for different kinds of support cases.
• Define picklist values for each new record type.
• Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.
• Create and manage entitlements to customize the level of support for each customer.

Salesforce Knowledge

• Enable Lightning Knowledge and assign appropriate user licenses.
• Customize page layouts and record types to support knowledge article management.
• Customize access to, permissions for, and visibility of knowledge tools and processes.
• Create and manage articles to ensure the quality of information.
• Manage and close cases more efficiently using knowledge articles.

Lightning Service Console

• Create your own Service Console app.
• Customize the Lightning Console pages.
• Add Utilities to your Console.
• Enable and utilize Chat (formerly Live Agent).
• Optimize the use of Omni-Channel.

Salesforce Self-Service Communities

• Enable communities in your Salesforce org.
• Create a permission set for the effective administration of communities.
• Customize the look and layout of the community.
• Add the Reputation component to the community.