Service Cloud Lightning Benefits Guide

Last Updated -


         What are the benefits to you of moving to Service Cloud Lightning?     

There are lots of benefits to moving to Service Cloud Lightning. To make things easier, and more relevant for you though, we wanted to share some of the key features and functionality that our customers have most asked for in Desk, that you can now take advantage of in Service Cloud Lightning.

Take a look at this video to see a case flow walkthrough in Service Cloud Lighting.


Advanced Reporting

  • Custom Reports and Dashboards

    • One of our top requests for Desk was the ability to create custom reports and dashboards. Now you'll be able to boost efficiency and productivity with not only built-in real-time reports and dashboards, but with custom created ones where you can choose the data you need to measure on. This includes data from integrations, custom formulas and the use of business hours for more precise results. You’ll also have the ability to easily share these reports and even schedule them.

      Take a look at the following resources to help get you started:

    • Make Data-Driven Decisions with Reports and Dashboards (Lightning Experience) video

    • Learn Lightning: Create Reports article

    • Introduction to Reports and Dashboards in Lightning Experience Trailhead module 

Advanced Security

  • Profiles and Permission Sets

    • In Desk there are profiles that define access the agent has to items like the universal inbox, knowledge base, reporting and billing. In Service Cloud, if you have different teams or groups, you can now truly define permissions and who has, or doesn’t have, create, view, edit and delete access to cases, elements within a case, apps and other objects, even when searching. To start learning more about access and permissions check out this video series.

  • Tracking

    • Within Service Cloud Lightning you can now track Admin changes through the Setup Audit Trail. The logs will show the date of the change, who made it, and what the change was, so you can keep on top of configuration changes and use them to diagnose potential or real security issues.

      You can also track user login history and changes to records or fields, again giving you the ability to audit as well as detect security problems.



  • Omni-channel

    • It’s important for service teams to connect efforts across all channels. For this reason, omni-channel is one of this year’s most important service trends. You can drive productivity by configuring Service Cloud to distribute cases based on agent skill set, availability and their capacity. Cases are sent to agents in real time via a screen pop in the Service Console, allowing for an in-context view of the customer across all channels. This ensures cases are prioritized correctly based on your business needs. Scheduling and routing tasks to the most capable agents ensures customers are taken care of as quickly as possible.

      To find out more check out this feature video and walk through this Trail.

  • Multi Channel

    • In Desk, if you take a customer phone call you would create a phone case. If you then need to follow up on that phone case via email though, you would need to create a separate email case. Now you can provide support for multiple channels (email, phone, social, chat) all within a single case, saving your agent’s time by not having to log separate cases to respond and improving your customer’s experience.

  • Rich Text Editor for Agent Replies

    • The rich text editor WYSIWYG interface lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.

  • Inline images

    • Send customers inline images directly from your email reply box.

  • Case Collaboration

    • In Desk, Notes are often used for internal comments and case updates but it isn’t possible to quickly get someone's attention by @mentioning them on the case. In Service Cloud Lightning you can @mention both individuals or groups, via case comments or Chatter posts to keep them informed or ask for help. This is a quick and efficient way for Support teams to collaborate on cases or to loop in Sales, for example, to keep them updated.

      Learn more in this article.

  • Entitlements and Service Level Agreements (SLAs)

    • Entitlement management helps you provide the correct level of support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process. You can configure these to be automatically granted based on a product a customer has purchased for example, so your agents can easily find out what level of support they’re entitled to.

      For more information, take a look at this article and check out this Trailhead module.

  • Mass Quick Actions

    • Mass quick actions let your agents edit multiple records at the same time. As an Admin you choose the actions (buttons) that are available to agents and also have the ability to customize them. From a List View, agents can  then create or update multiple records to perform daily tasks such as updating case comments or updating case status, which is a huge time saver for your team.

      Watch this video to see it in action.

  • Kanban Case View

    • The Kanban view displays a visual summary of all cases to your agents. Within the Kanban board they can see the different types of cases, what the case queues look like and the status of cases in the queues. Plus they can easily make updates to cases and drag and drop cases to change the status. By seeing all records at once, they can more effectively monitor cases and provide more efficient support to your customers.

      Check out this video and article for more details.

  • Case Path

    • Case Path can be used to set up a flow for cases and help guide your agents through the support process and case lifecycle. You can determine and customize the case stages that are important to your business and provide guidance for agent success. For example, you can include details about critical information for each stage of the Case plus tips for establishing and maintaining positive customer relationships, and even links to relevant resources.

      Take a look at this article and video for more information.

  • Mobile Support

    • You can keep mobile agents updated with apps that allow them to see all the details they need to get the job done right. They can work right from their smartphone using the Salesforce Mobile App, which gives them the same access to everything they would normally see when logging into the Service Cloud platform directly. They have all the customer information they need at their fingertips, allowing them to easily handle customer service requests.

      Check out this Trailhead module to learn more.


  • Custom Case Status

    • In Desk it isn’t possible to customize the default Case Status fields to values that you may need for your business. In Service Cloud you now have the ability to customize existing Case Status fields as well as add further values.

  • Custom List Views (Filters in Desk)

    • You can make any custom fields that you create visible, within a column, when viewing a list of cases. Even add a chart directly in the List View, choosing the data you want to display e.g # cases per Status. This gives you more flexibility to easily see case information relevant to your business and your agents.

  • Extra Custom Field Types

    • In Service Cloud you have much more flexibility in terms of the types of custom fields you can create. In Desk you can choose from 5 field types whereas in Service Cloud you have a choice of 25 to select from. This lets you capture and validate your case data and ensure consistency.

      Take a look at this article to learn more.

  • Ensure Data Quality with Validation Rules

    • You can easily verify that the data an agent enters in case fields meets your business standards by setting up validation rules. The rule will evaluate the data entered when the agent tries to save the case. If the agent has not entered the correct data they will be presented with an error message to correct the data before they can save the case.

      Check out this article to learn more.

  • Customizable Agent Console

    • The Lightning Service Console lets you drag and drop to customize and put the information that your agents need front and center. Reports, related cases, attachments.

      The Utility Bar gives your users quick access to common productivity tools, like  see recent history, macros and notes.

      Review this article to see how.

  • Make Service Cloud Your Own with Themes and Branding

    • If you want your Service Cloud org to have your own look and feel you can add your own brand image, colors, default banners, avatars and page background image. Choose from a built in theme or create your own.

      Check out this article to learn more.


Self Service


  • Communities

    • In Desk you have the Q&A feature, but with Service Cloud Lightning you can now build a true community for your customers, giving them the ability to help each other out, share best practices and, at the same time, increase case deflection for your agents by providing customers the chance to find the answers they need and learn for themselves. You can also extend information sharing and updates by giving customers access to specific data from your org that you choose.

      Check out this overview video and take the Community Cloud Basics Trail.

  • Knowledge

    • You can now build out a true article approval process. You can give your knowledge agents access to articles and determine which agents in your company can create, edit, archive, and delete articles. Take a look at this article to see how you can give users different permissions so you can set up an article workflow and approval system.

      In Desk it’s only possible to see the last time a change was made to an article. In Service Cloud Lightning you can now track the full history of an article and its versions with Article History Tracking.




  • AppExchange

    • In Desk there are a limited number of apps available on the Apps tab to extend Desk’s functionality. With AppExchange there are thousands of ready to install service related app solutions that will allow you to truly drive customer satisfaction by allowing your agents to provide a faster and better customer experience. You can even have the ability to build and sell your own apps. App options include case automation, CTI, SMS, surveys, reporting and knowledge management, many of which are mobile ready.

      Check out this video to learn more.