| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up a Lightning Service Console: |
Customize Application AND Service Cloud User |
| To run the Service Setup Assistant: | Customize Application |
| Task | Description | Where to Find It | Available Since |
|---|---|---|---|
| Create a custom Lightning Service Console app | This app serves as the service home base for service reps and supervisors. | In the App Launcher, click the Service Console app containing your business name or the word “Preconfigured.” | Winter ’21 |
| Create Service Admin and Service rep user profiles | These profiles provide access to standard service features. New permissions are added to the profiles each release. | Manage user profiles on the Profiles page in Setup. | Winter ’21 |
| Assign licenses and permission sets | When you add users, decide which features they need access to. The Assistant assigns feature licenses and permission sets, and lets you know how many licenses are available. |
Manage permission sets on the Permission Sets page in Setup. Manage individual users’ settings on the Users page in Setup. |
Summer ’21 |
| Provide sample cases, flow recommendations, macros, knowledge articles, and quick text |
Select the option to add sample service data, right above the Service Setup Assistant toggle. The sample data shows you best practices for working with Service Cloud, and you can customize or delete the data to your preference.
|
Manage cases on the Cases tab. Manage flow recommendations on the Actions & Recommendations page in Setup. Manage knowledge articles on the Knowledge tab. Manage quick text on the Quick Text tab. Macros appear for service reps in the macro utility on cases in the console. To let service reps see a macro, share it with them. |
Summer ’21 |
| Provide feature walkthroughs | Help service reps learn how to use quick text, macros, email templates, and more by displaying step-by-step walkthroughs. | Users see walkthroughs the first few times they use a feature. | Spring ’21 |
| Enable Surveys and create sample surveys | Get feedback from your customers on their service experience with the Customer Satisfaction and Net Promoter Score sample surveys. Share the surveys using two email templates that link to them. |
On the Surveys page in Setup, create a copy of a sample survey for your own use or start from scratch. To learn more, see Send Survey Invitations by Email. Manage Lightning email templates from the Email Templates tab. |
Winter ’22 |
| Task | Description | Where to Find It | Available Since |
|---|---|---|---|
| Enable Knowledge and create a Knowledge profile and permission set | When you add users to your Service app, assign them the Knowledge license so they can access Knowledge. | Manage individual users’ settings on the Users page in Setup. | Spring ’21 |
| Create a Knowledge article layout, global action, and Channel Mapping configurations |
This task creates:
This task is skipped in Professional Edition orgs where field-level security isn’t enabled. |
Manage global actions on the Global Actions page in Setup. To manage channel mappings, from the Object Manager in Setup, click Knowledge, then click Communication Channel Mappings. To manage knowledge page layouts, from the same Knowledge page in the Object Manager, click Page Layouts. |
Spring ’21 |
| Create a help center | Add knowledge articles and branding, and publish your help center to give customers a place to resolve straightforward questions without contacting your support team. For complicated issues, customers can use a simple web form to create a case. | Manage and publish your help center on the Help Center page in Setup. | Summer ’21 |
| Task | Description | Where to Find It | Available Since |
|---|---|---|---|
| Create a Case record layout | Get an optimized page layout for cases that includes key quick actions and page components. | To manage case page layouts, from the Case page in the Object Manager, click Page Layouts. | Winter ’21 |
| Turn on Email-to-Case | Complete basic setup steps for adding an email support channel. | Manage Email-to-Case on the Email-to-Case page in Setup. | Winter ’21 |
| Create Email-to-Case queue and configure Email-to-Case settings |
Forwarding must be activated to work with Email-to-Case. For specific forwarding instructions, check with your email provider. During setup, Salesforce sends a confirmation email. Follow the steps in the email to finish setting up Email-to-Case. |
Manage Email-to-Case on the Email-to-Case page in Setup. | Winter ’21 |
| Set up Omni-Channel and configure case routing | Complete basic setup steps for Omni-Channel. If Omni-Channel was ever enabled in your org, this task and the next three tasks are skipped. | Manage Omni-Channel on the Omni-Channel Settings page in Setup. | Spring ’21 |
| Enable Messaging & Messaging routing | Complete basic setup steps for Messaging, like creating a queue. If Messaging was ever enabled in your org, this task is skipped. | Manage Messaging on the Messaging Settings page in Setup. | Spring ’21 |
| Enable Enhanced Chat & Messaging routing for in-app and web | Complete the basic setup steps for Enhanced Chat. Activate the messaging channel and agree to its terms and conditions. Assign service reps two permission sets: Omni Presence Status for Service Messaging with Enhanced Chat along with Messaging for In-App and Web User Permission Set License. Add service reps to the queue named Service Messaging with In-App and Web. |
Manage the messaging channel on the Messaging Settings page in Setup. Manage permission sets on the Permission Sets page in Setup. Manage queues on the Queues page in Setup. |
Spring ’24 |
| Create Case and Messaging permission sets | When you add users to your Service app, assign them Messaging licenses to let them access the features. | Manage permission sets on the Permission Sets page in Setup. | Spring ’21 |
| Create Case Status picklist values |
Create values for the Status field on cases. The values can be used for case merging, status-based email notifications, and other features.
You can modify or delete them or add your own. If you’ve already added values, this task is skipped. |
From the Object Manager in Setup, click Case, then click to see the picklist values. | Spring ’21 |
| Enable Case Merge | Let service reps merge duplicate cases. | Manage your Case Merge settings on the Case Merge page in Setup. | Spring ’21 |
| Set up automatic email notifications for case updates | Automatically email the case contact when a case is created, updated, assigned, and closed. |
Manage Lightning email templates from the Email Templates tab. Click the Public Email Templates folder to view the sample templates. Manage support settings on the Support Settings page in Setup. |
Summer ’21 |