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Desk to Service Cloud Guide

Lighting a path from Desk to Service Cloud

Help Your Teams Adopt

How your agents can get help with Service Cloud

We wanted to collect some valuable resources for your Agents in one place! This is a great article to bookmark as your agents go-to spot for how to get help with Service Cloud, as they learn more abou...

How to Create a list view in Lightning

You can create a List View to see a scrollable and filtered list of cass that meet your filter criteria. You don't need to be an Administrator to do this, but make sure the right permissions are enabl...

Classic console vs Lightning console

When you begin your journey in Service Cloud, you'll find that you're presented with two options for the console experience. You can choose to work out of the Service console in Salesforce Classic or ...

Using the Knowledge Sidebar

The Knowledge sidebar keeps agents connected to your Knowledge base while they’re working in the console. Agents can see suggested articles for the case they’re viewing, or perform a search to find mo...

How to use Macros in Lightning console

What is a Macro? A macro is a set of actions that complete a task that a support agent can otherwise do manually. A good example of this would be that an agent opens a case from the console to chan...

Omni Channel for case routing

Service Cloud offers Omni-Channel functionality which can help Agents improve productivity. Omni-Channel routes Cases to Agents based on workload and availability. Omni-Channel routes work through tw...

Lightning Components and Layouts

The Lightning Console in Service Cloud is built using components. Some of the most common components would be the Case, Contact and Account. We'll have a look at these below. Case A case is a cust...

How to use Kanban views in Lightning

If you're new to the Lightning console in Service cloud, you'll want to learn more about Kanban views! A case kanban allows you to visually summarize all of the cases for your agents, by status or pri...

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