---
schema_version: "1"
id: 71d1d382c7cd8a48e1725bb950091f2ee244180786f7c8a4dc02e61f145f7ce6
title: Service PDF Guides
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_resources.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_resources.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 744badb5160e80cefe6f660f5881aec699ba2c65e490114dd364f92c00dbf8ff
description: In addition to online help, we offer several PDF guides to help you make the most of Agentforce Service.
products:
  - Service Cloud
release: "264"
---
# Service PDF Guides

In addition to online help, we offer several PDF guides to help you make the most of Agentforce Service.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

## Case Management

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:80%">
          <col style="width:20%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d100730e47">Title</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d100730e50">Audience</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 ">
              <strong>Core Cases</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/case_feed_dev_guide.pdf" target="_blank">Publisher and Quick Action Developer Guide</a>
            </td>

            <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Developers</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 ">
              <strong>SLA Management</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf" target="_blank">The Admin’s Guide to Entitlement Management</a>
            </td>

            <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Admins</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 ">
              <strong>Omni-Channel</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/service_presence_administrators.pdf" target="_blank">Omni-Channel for Administrators</a>
            </td>

            <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Admins</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/omnichannel_supervisor.pdf" target="_blank">Omni-Channel Supervisor</a>
            </td>

            <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">End users </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/service_presence_developer_guide.pdf" target="_blank">Omni-Channel Developer Guide</a>
            </td>

            <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Developers</td>

          </tr>
        </tbody>
      </table>

## Console

 
| Title | Audience |
| --- | --- |
| [Salesforce Console Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/api_console.pdf) | Developers |

## Channels

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:80%">
          <col style="width:20%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d100730e215">Title</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d100730e218">End Users</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 ">
              <strong>Voice &amp; Call Centers</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_performance_metrics_guide.pdf" target="_blank">Salesforce Voice with Telephony Providers Performance Metrics
                Guide</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/api_cti.pdf" target="_blank">Open CTI Developer Guide</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 ">
              <strong>Chat</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_administrator.pdf" target="_blank">Chat for Administrators</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_supervisors.pdf" target="_blank">Chat for Support Supervisors</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">End users </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_agents.pdf" target="_blank">Chat for Support Agents</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">End users </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_dev_guide.pdf" target="_blank">Chat Developer Guide</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_rest.pdf" target="_blank">Chat REST API Developer Guide</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 ">
              <strong>Embedded Service</strong>
            </td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/embedded_services.pdf" target="_blank">Embedded Chat</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://developer.salesforce.com/docs/atlas.en-us.service_sdk_ios.meta/service_sdk_ios/servicesdk_ios_dev_guide.htm" target="_blank">Service Cloud Snap-Ins for iOS</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://developer.salesforce.com/docs/atlas.en-us.service_sdk_android.meta/service_sdk_android/servicesdk_android_dev_guide.htm" target="_blank">Service Cloud Snap-Ins for Android</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td>

          </tr>
          <tr class="">
            <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 ">
              <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/sos_administrators.pdf" target="_blank">Set Up SOS Video Chat and Screen-Sharing</a>
            </td>

            <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td>

          </tr>
        </tbody>
      </table>

## Knowledge

 
| Title | Audience |
| --- | --- |
| [Lightning Knowledge Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/lightning_knowledge_guide.pdf) | Admins |
| [Salesforce Knowledge Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_dev_guide.pdf) | Developers |

## More Features

 
| Title | Audience |
| --- | --- |
| [Employee Management Solutions Implementation Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/esx_implementation_guide.pdf) | Admins |

## Don't See the Guide You Need?

More PDFs of Service documentation are available for download on the Service [landing page](https://help.salesforce.com/s/products/service).

If you’re looking for the HTML version of our developer documentation, search for your feature in [Salesforce Developer Documentation](https://developer.salesforce.com/docs/). Or head to [Trailhead](https://trailhead.salesforce.com/trails) for detailed feature walkthroughs and hands-on training.

#### See Also

- [Agentforce Service Documentation](https://help.salesforce.com/s/articleView?id=service.service_cloud.htm&release=264.0.0&type=5 "Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs.")
- [Salesforce Console](https://help.salesforce.com/articleView?id=console2_about.htm&language=en_US)