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Can I customize the way I view my cases in Service Cloud?
Yes. You can create new list views and customize it based on a custom field. See this article for more details and step-by-step instructions.
Does Service Cloud have labels?
No, Service Cloud does not have labels; instead, it has Custom Fields, which can be used to capture the same information as Desk.com labels and allow for much more robust reporting. As you are getting ready to migrate from Desk.com to Service Cloud, take this opportunity to evaluate your labels to see if it makes sense to combine multiple labels into one Picklist or Text Custom Field.
Can I customize the Case Status and Priority field values?Yes. Take a look at the first portion of this article for guidance on how to customize the Case Priority field. Case Status field works the same way, and can be customized by going to Gear icon | Setup | Object Manager | Case | Fields & Relationships | Status. Then, under the Case Status Picklist Values section, you can deactivate values that are not needed and add new values.
Yes. Please refer to this article for detailed instructions on how to make a field required.
Can I make fields required?
Does Service Cloud have dependent dropdowns?
Yes. Please refer to this article for detailed instructions on how to create a dependent picklist.
Yes. Salesforce Service Cloud support multiple channel types such as Email, Twitter and Facebook, and you will be able to respond to inquiries from these channels right within the Service Cloud Console!
Does Service Cloud support multiple channel types in a single case?
Can I preview my email before sending it out?
Yes! Before you send out your email, you can preview it by clicking on the “eye” icon right below your email, highlighted here:
Does Service Cloud have macro functionality?
Yes. You can see a quick demonstration of how macros work below. You can also learn more about macros from our Trailhead module: Service Cloud macros.