Export Conversation Transcripts: Salesforce users can export conversation transcripts for Voice, Enhanced Chat, enhanced Facebook Messenger, and enhanced WhatsApp in any production org. Conversation export isn’t supported in sandboxes, and conversation transcripts don’t count towards your Salesforce org’s storage limits and usage calculations.
About Flow Variables: Create the following variables to store values in your flow: recordId, skillList, prechat, and input_record. RecordId is required. SkillList, prechat, and input_record are optional based on your flow logic.
Get Conversation Data Using Connect REST API: This method is for programmatically fetching one specific transcript at a time and is primarily used by developers. You can use the Conversation Entries Connect REST API to access individual conversations and their associated conversation entries. It is ideal for building a custom component that displays a chat history on a case page or for showing a customer their past conversations in an external portal. It isn’t for bulk data extraction.
Swarm with Actions & Recommendations: The Actions & Recommendations component gives your users easy access to any flows that are enabled for their Console. Flows from this component launch in a nested subtab for the record. You can switch between records to view information to use in other tabs.
Add Members to a Swarm in Lightning Experience: If resolving a customer issue requires help from others with different skills, you can add members to an ongoing swarm. Use Expert Finder to find people with the best skills, availability, and capacity. Or add people directly, by name. When you’re using Expert Finder, Omni-Channel routes invitations to the best available user with the specified skills and creates swarm member records for the case and swarm. Add swarm members by name, find them by skill with Expert Finder, or skip adding swarm members and add them later.
Add IVR to Your Omni-Channel Flow in Agentforce Contact Center: Manage the high volume of inbound calls and automate responses to repetitive inquiries with Interactive Voice Response (IVR). IVR lets your callers use self-service options for simple tasks like making appointments, checking balances, or resetting passwords.
Add Media Files: Upload and manage audio files within the media library to use for your voice interactions and prompt configurations.
Add New Custom Media: Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time.
Wrap Up After a Call in Salesforce Voice: Most customer service calls require closing work after they end. For example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time specified by your admin to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time.
Considerations: Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice).
Add an External Number: Connect your existing contact center number with Agentforce Contact Center. Administrators can onboard and manage external carrier numbers right alongside native telephony numbers, providing a single, unified interface for your voice infrastructure.
Create a Custom Trunk: Set up your voice connection exactly the way you want it, with complete control over trunk configuration, inbound routing, and outbound termination settings.
Create a Managed Trunk: A trunk represents the connection between your telephony carrier and Agentforce Contact Center infrastructure. Let Salesforce handle the trunk configuration so that you can get started quickly.
Media Region Coverage: When you configure a trunk, the media region you choose determines which Salesforce Voice Point of Presence (VPOP) your trunk uses. A VPOP is basically the gateway where your call signals and audio pass through Salesforce's network. Select the media region closest to your carrier's infrastructure to reduce delay and improve call quality.
Set Up a Trunk: Define how calls flow between your carrier and Salesforce by setting up a trunk. The trunk connects your voice carrier to Salesforce through a Session Initiation Protocol (SIP) trunk, enabling seamless inbound and outbound calls in your contact center. Each trunk configuration securely stores the essential configuration—trunk details, authentication credentials, and routing endpoints—that defines exactly how calls flow between your carrier and Salesforce.
Bring Your Own Carrier to Agentforce Contact Center: Agentforce Contact Center is available globally to customers in 30+ countries via a Bring Your Own Carrier (BYOC) model. It delivers a resilient, high-quality voice solution designed for enterprise-grade reliability around the world. Bring your existing carrier relationships into Agentforce Contact Center (AFCC), preserving the commercial terms, SLAs, and regional coverage you've already negotiated. That flexibility extends to your phone numbers too - the ones you've printed on product boxes, embedded in marketing collateral worldwide, and those saved by your customers, stay exactly the same. Bring Your Own Carrier gives you the best of both worlds – the AI-first capabilities of Agentforce Contact Center, paired with the freedom to work with the voice carrier you already know and trust.
Compliance: Understand your compliance responsibilities when using Bring Your Own Carrier trunks with Salesforce. For Bring Your Own Carrier numbers, both attestation and emergency services setup are your carrier's responsibility—coordinate with them directly to ensure compliance.
Considerations for Bring Your Own Carrier: A list of technical and network requirements your carrier must meet for Bring Your Own Carrier trunks to interoperate reliably with Salesforce. Use it to configure signaling, encryption, and call-routing settings correctly from the start, so you can avoid dropped calls, failed connections, and misidentified tenants before they become support issues.
Listen to and Collaborate on Voice Call Recordings: Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.
Create a Call Origination Flow: Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep.
Configure Callbacks for Salesforce Voice: Don’t make your customers wait when no rep is available to take their call. Give them an option to request a callback.
Route Inbound Calls to the Last Representative: Maximize customer service continuity by automatically connecting callers with the specific human representative who most recently handled their case.
Capture Customer Voice Messages in an Omni-Channel Flow: Allow callers to leave short voice messages when requesting callbacks during off-hours or busy periods. The system records, transcribes, and summarizes the voice message and links it directly to the contact request, giving support representatives the necessary context to conduct informed callback conversations.
Automatic Voice Call Linking with Click-to-Dial: When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles.
Configure Automated Quality Management: Automate interaction evaluations to continuously monitor quality, compliance, and agent performance across voice calls, messaging sessions, and email-to-case channels. Setting up mapping criteria and default evaluation forms enables AI to evaluate conversations automatically upon completion or transfer, generating quality scorecards and confidence metrics without requiring manual supervisor intervention.
Configure Recording and Transcription Behavior in a Flow: Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs.
Configure Prebuilt Reports and Dashboards: To track the performance of your contact center and reps, install the prebuilt Service Cloud reports and dashboards. These reports appear in the Reports tab within the Command Center for Service. You can copy, modify, and delete them, if needed.
Speech-to-Text Model for Voice Transcription: Voice transcription converts spoken conversations into text during voice interactions using specific speech-to-text models that determine LLM usage and language support.
Configure a Warm Transfer to an IVR Flow: Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped.
Create a Custom Voice Configuration: Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance.
Customize Salesforce Voice: You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.
Deactivate WhatsApp Voice Channel: Deactivate the selected voice channel to ensure agents can no longer use it for communication. To reuse the channel, you must activate it again.
Delete a Custom Media File: Permanently remove media files from your Media Library when they are no longer associated with any media labels. If the file is in use, the system displays the list of media labels associated with it.
Delete a Custom Media Label: You can delete a custom media label only if it isn't referenced in any active IVR flow.
Get E911 Compliant: Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction.
Edit Custom Media Label: Assign media files from your repository to custom media labels to make them available for routing flows. You can use the one you upload, update, and replace the assigned media file at any time.
Edit Default Media Label: Update the audio file associated with a default media label in your voice service settings.
Enable Recording and Transcription: Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions.
Use a Headset for Voice Calls: You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your Bluetooth headset isn’t working and it has a USB adapter, using the adapter can sometimes resolve the issue.
Tailor the In-Queue Experience for Voice Calls: Turn idle wait time into an in-queue experience by overriding the default org-wide queue music. Play prompts, greetings, and announcements, offer queued or scheduled callbacks, and periodically announce each caller's queue position and estimated wait time to connect to a rep.
Listen In to a Voice Call in Salesforce Voice: To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t.
Make and Answer a Call in Agentforce Contact Center: Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.
Manage Media in Agentforce Contact Center: Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage.
Manage WhatsApp Voice Channel: Update your call and routing settings any time after you create the WhatsApp voice channel.
Mask Number in Outbound Calls: Prevent your organization's phone number from being displayed to customers on outbound calls. When you mask the number, call recipients see Private or Anonymous instead of your company's number. Use this to meet privacy regulations and protect the identity of service reps in sensitive roles, such as HR, Legal, or Debt Collections.
Network Requirements for Agentforce Contact Center: Agentforce Contact Center Voice sends call audio over a relay connection with no fallback path. A restrictive firewall, proxy, or VPN can block the audio path and cause error E-1002.
Initiate Automated Outbound Calls from a Flow: Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually.
Port a Voice Number: Transfer existing US and Canadian long code or toll-free numbers to seamlessly manage your voice communications. Submit a formal port-in request with the required authorization documents to initiate the transfer process. Track the status of your numbers through automated notifications, from initial submission to final activation.
Prebuilt Reports and Dashboards: Prebuilt reports and dashboards provide supervisors with historical insights in the Command Center for Service and Service Console into voice activity, queues, and service rep performance. Prebuilt reports and dashboards provide historical insights into voice activity, queues, and service rep performance. Use the available dashboards and reports to review historical metrics and reporting data.
Preview and Download Media Files: Admins can preview audio playback directly within Salesforce across the Media Library and Media Labels tabs, as well as download files locally.
See Real-Time Conversations: A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.
Return a Callback Request: Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.
Offer Native Phone Support with Agentforce Contact Center: With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities.
Search and Filter Media Files: Search and filter media files in the Media Management library to locate specific audio files or custom media labels.
Set Number as Default Caller Line Identifier: Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel.
Set DTMF Values: At a high level, DTMF response values control whether the Play Prompt validates the caller’s DTMF input or simply captures it. The Play Prompt compares the caller’s input with the configured Response Value to decide whether to proceed or retry.
Set Up a Post-Call Experience Flow: Automatically run a follow-up flow when the last rep disconnects from a call to collect customer feedback, log call details, offer callbacks, or perform automated background updates.
Set Up Salesforce Voice: Get up and running with Salesforce Voice in Agentforce Contact Center.
Transfer a Call: Transfer calls to another rep or queue so customers are connected to the right person who can help.
Transfer to External Number in Agentforce Contact Center: Transfer to External Number connects an inbound caller to an external number—a person or a system—directly from an Omni-Channel Flow and resumes the flow after the external leg ends. Route callers to a payment system, a remote rep, an interpreter, or a partner desk. Use per-participant Dual-Tone Multi-Frequency (DTMF) routing to keep sensitive keypad entries private from your reps. The flow stays in control of the interaction, so you can continue treatment, such as prompts, routing, or record updates, after the external party hangs up.
Transfer a Call to Someone Outsider Your Company: Make a warm transfer to a person outside your company, like a partner or vendor. Talk to the external contact before you bring in your caller, without losing your connection to the caller.
Understand Billing for Agentforce Contact Center: Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises.
View Scorecards & AI Confidence Scores: When the interaction completes, automated scorecards appear in the Quality Management component on the record page:
Voice Control Options: Manipulate how text is spoken using Speech Synthesis Markup Language (SSML) tags and text normalization. This helps you configure prompts that align with brand tone and clarity, while accommodating multilingual and regulated enterprise scenarios.
Languages and Voice Profiles: Engage better with your customers by customizing your IVR messages by using different voice profiles that are available out-of-the-box.
Warm Transfer to IVR Flow: Reps can initiate a call transfer to an active Omni-Channel flow instead of a queue or another rep. Depending on how the flow is built, the flow can play prompts and collect keypad input while the rep stays on the line, route the caller to a specialist, or both. The flow drives the interaction while it runs, and when the flow completes without routing, control returns to the rep to continue the conversation with the caller. This gives reps a declarative way to bring IVR treatment—consistent disclosures, validated data capture, routing—into a live conversation, instead of reading scripts manually or searching for the right specialist.
Connect to WhatsApp Voice: Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp.
Analytics for Customer Signals Intelligence: The analytics app provides a comprehensive set of dashboards for customer service agents and managers. These dashboards analyze customer experiences across various channels and locations, highlight key contact reasons, identify customers who need attention, and offer data-driven insights to improve understanding of customer needs and preferences.
Create Assets: Create assets to track products purchased by your customers.
Considerations for Using Assets: If you’re working with assets, review these considerations to keep things running smoothly.
Configure Asset Settings: Customize your page layouts and object permissions to control how your users work with assets.
Asset Fields: Assets and asset relationships have the following fields. Depending on your page layout and field security settings, some fields may not be visible or editable.
Set Up Assets: Use Field Service to track, maintain, and optimize assets. While products represent the items that your company sells, assets represent the specific products your customers have purchased.
Track Asset Replacements: When a customer’s asset needs to be replaced or upgraded, track the replacement in Salesforce on asset detail pages.
Create Asset Hierarchies: Establish parent-child relationships between assets to represent products with multiple components.
Optimize Asset Performance: Use out-of-the-box tools to predict maintenance needs, track asset reliability, configure an asset health score, record asset downtime, and track replacements.
Assign Proactive Service Permissions: Provision required licenses and permission sets to internal administrators and Experience Cloud site users to turn on the configuration of detection rules and facilitate customers to interact with the Agentforce Service agent.
Assisted Setup for Service: Agentforce Service (formerly Service Cloud) offers several tools to help you get set up fast. Find out which option is right for your business.
Automatically Apply Entitlements to Cases and More: Automatically apply the correct entitlements and consecutively the correct SLA policy to cases, work orders, and incidents based on predefined rules. This reduces manual effort and ensures compliance, improving service rep productivity, and minimizing SLA violations. This feature is available only with the new simplified setup experience.
Automate Case Processing with Rules: Automation keeps things running smoothly. Set up rules to help you prioritize, distribute, assign, respond to, and escalate records.
Salesforce Voice Additional AWS Services Add-on License: Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).
Answer Questions with Generative Knowledge Answers: Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response.
Activate or Deactivate Your Bot: When you’re ready to put your bot to work, activate your bot and welcome your new agent to the team!
Add a Custom Entity: Create custom entities to gather information that matches a regex pattern or list of synonym values.
Add a Value List Entity: A value list entity provides a way to extract the entity if there’s an exact match to a value or a synonym in a list of values.
Add a Custom Bot User: Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user.
Add a Bot Response Delay: Add a delay to bot responses on standard and enhanced channels to deliver multiple messages to the customer at a natural pace. Maximize your customers’ time with a shorter delay, or give your customers more time to read with a longer delay. The bot shows a typing indicator to your customer during delays.
Add a Custom Variable: Create custom variables to store information gathered from your customers.
Considerations: Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent.
Monitor, Analyze, and Refine Bot Activity: To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from AppExchange.
Deliver Knowledge Articles with Article Answers: Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time.
Get to Know Agentforce Service Agent: Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages.
Compare Einstein Bots with Agentforce Service Agent: Einstein Bots and Agentforce Service Agent are similar in some ways and different in others. Compare their features, conversational building blocks, and availability.
Connect Your AI Agent to Customer Channels: Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it.
Upgrade an Einstein Bot to an Agentforce Service Agent: Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent.
How the Upgrade Agent Tool Works: The Upgrade Agent tool analyzes your Einstein Bot's dialogs, intents, and action steps to generate an Agentforce Service Agent. The tool creates subagents based on grouped dialogs with similar intents, and generates agent actions from bot action steps.
Transfer Conversations from an Enhanced Bot to an Agentforce Service Agent: Transfer conversations from an enhanced bot to an AI agent with an Omni-Channel flow. You can save time and resources by routing customers to the point of contact that fits their use case best—whether that’s a simple self-service bot, AI agent, or service rep. For example, an Einstein bot can greet customers, resolve common inquiries, verify customer information, and filter spam messages. When a customer’s intent is complex, sensitive, or requires more personalization, the bot can transfer the conversation to an Agentforce Service agent.
Reduce Bias in Einstein Bots: Reduce the amount of bias in your Einstein bot by revising your bot script and intent model. Use accessibility best practices and design by channel to create a great bot experience every time.
Create an Einstein Bot Block: Create an Einstein bot block to share specific functions inside your bot with other bots. You can package bot templates and share them between orgs or on AppExchange.
Create a Block from a Dialog Group: Export a dialog group as the basis for a bot block. You can package bot blocks and share them between orgs or on AppExchange.
Import an Einstein Bot Block: Bot blocks are a group of components that you can import to multiple bots. Blocks are pieces of bots, as opposed to a bot template, which contains functionality for a whole bot.
Einstein Bot Blocks: Bot blocks let you add prebuilt functionality to your bot without cloning a bot or building a new one. Create a bot block to add a dialog group to multiple bots. or import a block from the Einstein Bots library. Great examples of blocks can include a payment processor, a conversational experience, or an integration with a specific flow.
Add a Bot Options Menu to the Chat Window: To let your customers know what your bot can do and to provide consistent navigation, add a persistent options menu to the chat window.
Use Change Sets to Migrate Bots Between Orgs: You can use change sets to move bots between sandbox and production. Testing your bot in a sandbox and then moving it to production ensures your bot works as designed and reduces downtime.
Clone a Bot: Admins can clone a bot quickly to help with development, or they can create a similar bot for a different use case.
Clone a Dialog or Dialog Step: Cloning a dialog is a quick way to build your bot. Dialog step cloning helps you set up similar dialog steps with fewer clicks.
Can My Bots Sound like My Company?: Every company has a “voice.” Banks and investment companies sound different from toy companies, which sound different from cosmetic companies...you get the idea.
Optimize Bot Performance with Goals: Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.
Manage Goals: You can create, edit, and delete goals from the Dialogs page or the Goals page of the Bot Builder. On the Dialogs page, goals appear as a Goal dialog step. You can’t make changes to goals when your bot is active.
Learn About Einstein Bots Compliance: Bots are compliant with The Health Insurance Portability and Accountability Act (HIPAA), so customers in the healthcare industry can have secure conversations over Chat. Bots now exceed data confidentiality and privacy standards set by the Service Organization Controls reports (SOC 2), and they’re compliant with International Organization for Standardization (ISO) standards. Learn about how the bot infrastructure creates a secure environment with established processes and controls built around security, availability, and confidentiality of customer data.
Understand Context and System Variables: Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations.
Einstein Bots and Agentforce Service Agents: Learn how Einstein Bots and Agentforce Service Agents compare, how the Upgrade Agent tool works, and what to consider when upgrading your bots.
Create a Bot from Your Data (Beta): You can create a bot using your data from Einstein Conversation Mining (beta). Using your conversation data, build Einstein Conversation Mining reports and then build a bot with the top results from those reports.
Create an Einstein Bot Template: Create an Einstein bot template to share your bots. You can package bot templates and share them between orgs or on AppExchange.
Create an Einstein Bot from Scratch: Create a bot that includes standard Salesforce system dialogs, including Transfer to Agent and End Chat. This bot is perfect for Bot admins who want to start with a blank slate.
Create an Intro Template Bot: The intro template includes popular Salesforce actions such as creating a case, creating a lead, looking up an order, or adding a case comment to an existing case. To kickstart conversational experiences, the template also includes intent data.
Create a Template from an Einstein Bot: Use a bot as the basis for a bot template. You can package bot templates and share them between orgs or on AppExchange.
Turn on the Cross-Lingual Intent Model: Use the cross-lingual intent model to get a unified view of intent performance for all the languages defined for a bot. The model allows you to test utterances in any supported language, before or after adding the language to your model. Plus, you can train your model on as little as one utterance per language.
Create Custom Context Variables: Context variables for the contact are included, but you can create any type of context variable to use in your bot implementation. Use context variables for product names, store locations, referral URLs, or items in a customer’s shopping cart.
Einstein Bots and Your Data: Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot.
Bot Data Reference Guide: A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots.
Delete a Dialog with Intent Enabled: Before you delete a dialog with intent enabled, you must first remove any intent sets from the dialog. Otherwise, an intent set can become “stuck” to the deleted dialog, so that the intent set is no longer visible and can’t be used in a different dialog. You don’t need to remove utterances you’ve added manually.
Add an Object Search Action: Deliver records from standard or custom objects to your Einstein Bot to create an integrated bot experience. The Object Search action type can be added to any dialog.
Connect a Standard Bot to Channels: Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows.
Turn On Disambiguation: The Disambiguation dialog helps your bot better understand your customers when they enter text. Instead of moving directly to the Confused dialog, the bot reviews the text and offers a few dialogs that the customer likely means.
View and Edit Your Bot’s Name and Description: When you create a new bot, you give it a name and an optional description that’s not visible to customers. These details can be changed.
Get Started with Einstein Bots: On the Einstein Bots setup page, turn on bots, create an Einstein bot, and access your list of bots.
Set Up Enhanced Bots: Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required.
Asynchronous Messaging Components: Asynchronous components include the authentication, form, and payment components. Customers don’t have to respond to these components right away in a bot conversation.
Authenticate a Customer with an Enhanced Bot: Use the authentication messaging component to verify a customer’s identity using single sign-on in enhanced Apple Messages for Business channels. You can authenticate users with one of Salesforce’s standard authentication providers, such as Google, Salesforce, and Facebook. Or you can create a custom authentication provider.
Best Practices for Asynchronous Components: Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context.
Conversation Design for Asynchronous Components: Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience.
Error Handling for Asynchronous Components: Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request.
Send a Secure Form from an Enhanced Bot: Use the form messaging component to collect customer information quickly and securely in enhanced Apple Messages for Business or Enhanced Chat channels.
Request a Payment with an Enhanced Bot: Use the payment messaging component to request and process payments from customers in enhanced Apple Messages for Business channels.
Clone an Enhanced Bot: Create a similar enhanced bot to quickly help with development, or grow your enhanced bot portfolio by creating similar bots for different use cases. You can’t clone an enhanced bot as a standard bot.
Create an Enhanced Bot: Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot.
Clone a Standard Bot as an Enhanced Bot: Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing.
About Cloning a Standard Bot as an Enhanced Bot: When you clone a standard bot as an enhanced bot, the guided cloning experience reconfigures features that work differently for enhanced bots.
Create an Enhanced Bot from Scratch or from a Template: Use the guided setup to create an enhanced bot from scratch or from a template. The guided setup is fitted with tools that help create exceptional bot experiences, including helpful custom and system dialogs, entities and variables for capturing customer input, plus bot analytics.
Share an External App with an Enhanced Bot: Use the custom messaging component to embed an app into bot conversations in enhanced Apple Messages for Business channels. Customers can access the app’s capabilities directly in the bot conversation.
File with Dynamic Content: Example Apex Class: To send a dynamic file with your enhanced bot, create an Apex class that generates a file and returns the ContentVersionId variable as output.
Send a File with Static Content from an Enhanced Bot: Send a static file as a bot message. For example, send a PDF of a form or schedule for an event. Or send an image to help with instructions or troubleshooting.
Receive a File with an Enhanced Bot: Set up your enhanced bot to request and store a file upload from a customer, so you can reduce service rep handle time by collecting files before a service rep joins the conversation. For example, request documentation related to an insurance or other reimbursement claim. Or prompt a customer for additional information about a possible issue, such as a screenshot of an error message.
Use Pre-Chat with an Enhanced Bot: Use an enhanced bot to gather important customer information and customize a conversation with a bot or service rep on Enhanced In-App Chat or Enhanced Web Chat channels. After you set up pre-chat for Enhanced Chat, create and map custom bot context variables to the Messaging Session object.
Ask a Question with Dynamic Options with an Enhanced Bot: Create a question with rich options that are filled dynamically from the object and fields you specify. For example, ask customers to choose from a list of their recent orders or cases. Then with the help of an Apex class or flow, present options to your customer in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots.
Question with Dynamic Options: Example Apex Class: To use a question with dynamic options with your enhanced bot, create an Apex class to populate the options from the objects and fields you specify. The Apex class must return an ID list variable as output for use with the bot.
Question with Dynamic Options: Example Flow: To use a question with dynamic options with your enhanced bot, create an autolaunched flow to populate the options from the objects and fields you specify. The flow must return an ID list variable as output for use with the bot.
Ask a Question with Static Options with an Enhanced Bot: Create a question with static options messaging component to quickly gather customer information. For example, create a question that asks customers to select a reason for reaching out to the bot. Then present your customers with predefined options in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots.
Boost Your Enhanced Bot with Structured Content: Deliver richer bot conversations over enhanced Messaging channels and decrease service rep handle time with interactive, user-friendly structured content. Set up your enhanced bot to send a file, receive a file, or display an enhanced link.
Route Conversations to and from Your Enhanced Bot: Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.
Route Conversations from an Enhanced Bot: Use an outbound Omni-Channel flow to route conversations from an enhanced bot to a queue, a service rep, a skill, or another bot over enhanced Messaging channels. Specify a default outbound Omni-Channel flow to route from the Transfer to Agent dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, set up a custom transfer with the Set Routing Type dialog step. Enhanced bots also support direct transfers to another enhanced bot.
Specify a Default Outbound Omni-Channel Flow: Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step.
Route Conversations to an Enhanced Bot: Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.
Transfer Conversations with the Set Routing Type Dialog Step: Use the Set Routing Type dialog step to route enhanced bot conversations to a different outbound Omni-Channel flow than the default outbound Omni-Channel flow. To route conversations from the Transfer to Agent dialog or the Transfer to Agent Next Step, use the Outbound Omni-Channel Flow setting instead.
Schedule an Appointment with an Enhanced Bot: Use the time selector messaging component with your bot to schedule appointments or deliveries within a bot conversation. The component works with an Apex class or flow to present customers with a selectable list of time slots and save their responses.
Troubleshoot Your Bot: Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.
Add an External Service Action: Add an action from a registered external service in Bot Builder to allow your bot to send and receive data between Salesforce and external API providers. Deliver personalized customer experiences without writing a single line of code.
Share Your Intent Model Externally (Beta): You can easily share your intent model with external Einstein.ai orgs. Use shared models to classify intent on other external datasets.
Improve Your Bot: Einstein Bots collects data that gives you valuable insights into the customer experience, which you can then use to improve your bot's design and its capabilities. A data-driven bot growth strategy works best to meet customer expectations.
Creating, Storing, and Managing Intent Data: Bots have two sets of data: the data around events and the data around intents. Event data refers to the things that happen inside bot conversations. Intent data refers to the data used to train the model so your bot understands your customers. To create a robust bot, you must have a strategy for handling both data sets.
Use Exact Matching for Intents: Turn on Exact Matching for intents that have too few utterances to be included in the intent model. These case-sensitive phrases allow the bot to recognize a common intent and route accordingly.
Import Intent Data to a Bot: Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances.
Write Utterances for Einstein Bots: You can add utterances manually to any intent by typing them directly into the intent. Utterances added via intent sets and manually all count towards the total number of utterances.
Test Multiple Intent Predictions: Evaluate how accurately your bot predicts intents by testing multiple utterances in bulk instead of one at a time. This method helps assess intent accuracy and identify gaps in intent configuration. Bulk testing helps identify misclassified utterances and assess overall model performance by using prediction metrics. Previously, testing utterances required manual, one-by-one validation. Bulk testing streamlines the process by analyzing large datasets and returning a consolidated prediction summary.
Source New Utterances with Intent Sets: You can use Einstein Intent Sets to add many utterances to intents at one time. Intent sets can be shared across orgs to quickly assign utterances to intents.
Improve Intent Matching Quality with Bot Training: Help your bot improve its conversation quality with Bot Training. Bot Training, shows you the intent that the bot identified from an utterance. Then you can tell your bot if it was right, or you can correct the bot if it was wrong.
Update an Active Einstein Bot: Your NLP bot is more effective when you update it regularly to react to the latest customer interactions. You can rebuild your active bot’s intent model and automatically go live with the updated model as soon as the build is complete. Or you can build and test your new model in a sandbox with change sets.
Chat with Customers with Einstein Bots: In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate common tasks and help your teams do more.
Set or Update a Bot Primary Language: Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER).
Define Languages for Your Einstein Bot: Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.
Set a Bot Conversation Language: You can easily define a bot conversation language at the beginning of the conversation. End users can then select their preferred language and switch to the translated text. You can also set the preferred language variable using browser information or based on a URL.
Einstein Bots System Limitations: To build better bots, it helps to understand the maximum number of dialogs that can be attached, steps to implement, or the maximum number of versions per bot.
Log Conversations in Bot Event Logs: Use the Log Conversations setting to store conversation data from the Chat Transcript and Messaging Session objects in event logs. Then dig into bot sessions to troubleshoot your bot.
Maintain Chatbot Conversation Quality: The best industry chatbots include graceful solutions to error handling. Einstein Bots has many features to ensure data quality without creating frustration.
Use Map View to Visualize Your Bot: You can use Map View to create a visual representation of how conversations move through your Einstein Bot.
Evaluate How Well Your Bots Understand Your Customers: The Model Management page shows metrics on the quality of your bot’s intent model and individual intent details. Use the information to fine-tune intents and improve how well your bot understands your customers.
Navigating Bot Conversations: To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot.
Update the Bot Overview Page: The Bot Overview Page defines important bot settings such as channels, profiles, and logging conversations. Get acquainted with the page to customize your bot.
Add a Dialog: Name the dialog and decide whether to include it in the Bot Options menu that’s always available to your customers in the chat window.
Understanding Bot Permissions: Enable your team to collaborate building Einstein Bots and intent models. Manage Bots and Manage Bots Training Data permissions allow users to access different parts of the bot depending on their needs.
Plan Your Einstein Bot: Careful planning is essential to making your bot effective and your customers happy.
Preview Your Bot: Try out your bot before it’s visible to your customers with Text Preview. Or connect your bot to a Chat channel to preview your bot’s full content.
Navigate Einstein Bot Standard Reports: Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.
View Bot Performance with CRM Analytics: Use the Einstein Bots Value managed package to quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. The dashboard uses your chat data and bot performance metrics, plus cost information specific to your organization (for example, cost per service rep per hour), to let you measure your bot’s value against your organization’s business objectives.
Set Up a Dialog: After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.
Set Up a Dialog Action Step: Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers.
Set Up a Dialog Rule Step: Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional.
Add a Standard Action: Call a standard invocable action directly from your bot, without referencing it from an Apex class or flow. Use Knowledge actions, custom and standard notification actions, and more.
Understand System Bot Dialogs: Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.
Setting System Bot Dialogs: System Bot Dialogs help guide the bot through the conversation flow, and you can assign custom dialogs as system dialogs to customize the experience.
Get Started with the Intro Template Bot: Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.
Learn About the Template Bot: Check Issue Status: The bot uses dialogs such as Check the status of an existing issue, Case look up, Case found, Case not found, and Add case comment to check the status of a case and add a case comment.
Learn About the Template Bot: Supporting Dialogs: Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching.
What Makes Bots Tick?: Bots have many moving parts. But let’s start with a few fundamental components in Einstein Bots.
Track Transfer Status and Agent Availability: You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box.
Use Intents to Understand Your Customers: Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!
Transfer Bot Conversations to Another Bot: Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot.
Transfer Bot Conversations: Einstein Bots are team players. They’re great at passing conversations to the team member that is most likely to solve a customer issue. Whether you program your bot to transfer to a service rep or to another bot, the following steps show you the best way to set up bot conversation transfers.
Transfer Bot Conversations to a Queue: You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog.
Use Skills-Based Routing to Transfer Bot Conversations: Increase customer satisfaction with skills-based service rep routing and bots. Now you can route work items to service reps that can best serve customer needs based on skills like language or technical expertise. Skills-based routing makes bots the first point of customer contact. The bot identifies the required skills then transfers the customer to the next available service rep that matches their needs. Skills-based routing works the same across all channels.
Use a Dialog Question Step: Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next.
Einstein Bots Chat: Lighten the load on your support agents with automated chat bots that can address straightforward issues or questions from your customers.
First, What’s a Bot?: Technically speaking, a chatbot, or bot, is “a computer program that conducts a conversation via auditory or textual methods.”
What’s a Variable?: A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.
What’s an Entity?: An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.
Build Agentforce Actions: Create flows or Apex actions that the Agentforce Service agent uses to resolve customer issues and update the fulfillment status of service campaigns.
Partner Contact Center Messaging: Connect messaging from an external contact center as a service (CCaaS) provider so that service reps can manage customer conversations in Salesforce with the option of unified partner-owned routing. Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS) lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging, Voice, and other channels together.
Add Messaging to a Partner Telephony Contact Center: Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Salesforce Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect.
Set Up an Einstein Bot for Bring Your Own Channel: When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel.
Manage External Routing Queues for a Partner Contact Center: Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration.
Set Up Partner Contact Center Messaging: Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce.
Create and Edit Case Comments: Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list.
Case History: The Case History related list on a case detail page tracks the changes to the case. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the case are not tracked in the case history.
Review and Approve Email Drafts in the Salesforce Classic Case Feed: Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers.
Add Functionality to the Case Feed in Salesforce Classic: Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes.
Work with Draft Emails in the Salesforce Classic Case Feed: With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages.
Enable Case Feed Actions and Feed Items in Salesforce Classic: Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.
Use Feed Filters in Case Feed: Feed filters make it easy for support reps to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, support reps can find the information they need more quickly, without having to browse through each case event.
Use Case Feed in Salesforce Classic: Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.
Case Feed Page Layouts in Salesforce Classic: When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page.
Printable View in Case Feed: Use the printable view option to view and print a comprehensive list of the information related to a case.
Case Feed and Related Lists: In the traditional case interface, support reps complete tasks such as logging calls and sending emails primarily by working with related lists. In Case Feed, support reps can do several of these tasks directly in the feed.
Understand How Default Values for Case Emails Work: There are lots of ways to control the default values your support reps see when responding to customer cases using email. Depending on your business needs, you can set up different types of default field values using various methods.
Create a Send Email Quick Action for Cases: Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app.
Apply a Default Email Template Using the Send Email Quick Action: Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails.
Fields Available on the Send Email Quick Action for Cases: After you create an Email quick action for cases, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout.
Create a Change Owner Quick Action for Cases: Make it simpler for support reps to reassign cases in Lightning Experience by adding an Update a Record quick action to the case page layout.
Case Feed Upgrade Results in Salesforce Classic: When you enable Case Feed for your organization, an upgrade process converts active cases to the new interface and creates feed items for activity on those cases.
Use Actions to Work with Cases in Case Feed: Case Feed actions make it easy for support reps to do tasks like send email, post to portals and Experience Cloud sites, log calls, change case status, and write case notes, all on the same page.
Find, Attach, and Email Articles with the Case Feed Articles Tool: Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers.
Use Email Templates in the Salesforce Classic Case Feed: Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed.
Create a Flow to Link Contacts to Cases: To improve service quality, add a flow that finds contacts for cases created by Email-to-Case. Use the flow template Find Contact for Associated Case from Email-to-Case.
Use Case Summaries in the Console: You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.
Add the Close Case Button to Lightning Experience: Make the process of closing cases easier for your service reps and save time by adding the Close Case button to the case details page. This way, your service reps can close the case directly from the case details page.
Assign Cases: You can assign cases to users or queues in various ways.
Enable Automatic Case Assignment Rules for Experience Cloud: Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service.
Clone Cases: Clone a case to generate a new case using information from the existing case.
Create Cases: Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues.
Customize Case Sharing Settings: Your sharing model for cases determines the access your users have to cases that other users own. Review the options before choosing a sharing model that fits your needs.
What’s a Case?: A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.
Delete Cases: When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted.
Use the Draft Case Comment Action with Service Plan Template: Configure the standard prompt template for case comment generation in your org to help service reps generate comments. Deploy standardized comment generation across teams to comply with company communication standards.
Guidelines for Working with Cases: A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.
Working with Case Emails in Salesforce Classic: Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.
Email Customers in Lightning Experience: Use the email publisher in case feed to answer customer questions and resolve customer issues in Lightning Experience.
Email Customers: Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields.
Creating Email Templates for Cases: Email templates help your business use consistent messaging in outgoing emails. Create branded email templates to use in case assignment rules or auto-response rules, or to send to customers in response to their inquiries.
Capturing Cases from Email and Web Forms: With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed.
Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report: Manage escalations and set realistic milestones by enabling Business Hours Age in Case reports. Business Hours Age helps in the accurate tracking of the age of a case. It helps calculate the age of a case based on your business hours and not based on the number of calendar days.
Customizing Case Fields and Page Layouts: To tailor case management to your business's needs, customize or create case fields and design one or more case page layouts. Fields control which information your support team captures on a case, while page layouts controls the contents and outline of a case being viewed by a service rep.
Case Fields: Case records contain information about the case progress and its associated records.
Cases Home: From the Cases home page, you can create, locate, and edit cases.
Set Up and Manage Cases: The backbone of Agentforce Service (formerly Service Cloud), cases are highly customizable records that service reps and supervisors use to track and resolve customer issues.
Solve and Close Cases: Closing a case means that a customer’s issue has been resolved.
Things to Know About Cases: Review these guidelines and other supplemental information when you use cases.
Update and Respond to Cases: Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers.
Update Multiple Cases: From any case list page, administrators can “mass update” multiple cases at once. From any queue list view, users can take ownership of one or more cases if they are a member of that queue, if they are higher in the role or territory hierarchy than a queue member, or if the organization’s default sharing for cases is Public Read/Write/Transfer.
Merge Duplicate Cases in Lightning Experience: Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home.
Merge Cases in Omni-Channel Queues (Beta): Consolidate duplicate records more efficiently. You can merge cases active in Omni-Channel routing as long as a support rep hasn't actively opened.
Migrate Case Description Field Values: When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job.
View the Case Milestones: The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.
Case Hierarchies: When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve.
Related Cases: When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve.
Enable Rich Text Format for Case Comments: Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments.
Automate Cases with Rules: Use assignment rules and escalation rules to control how cases are assigned and escalated. Create auto-response rules to determine how case contacts and owners are notified about changes to a case.
Set Up and Manage the Case Timeline: The Case Timeline is a new, intelligent component that replaces the existing fragmented feeds and related lists with a single, unified, and curated view of all case-related events. It provides reps with instant context by intelligently organizing customer conversations, internal collaboration, and critical case lifecycle milestones.
Set Up Case Management Basics: Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient.
Set Up Cases for Lightning Experience: Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys.
Create a Case Comment Quick Action: To let your support reps create case comments from the case feed publisher in Lightning Experience, create a Case Comments quick action and add it to the case page layout.
Set Up Case Merge in Lightning Experience: Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the Merge Cases action to the cases record home and add the Merge Cases button to the case list view so support reps can merge cases.
Create a Close Case Quick Action: To give your support reps the Close Case action in Lightning Experience, create an action and add it to the case page layout.
Customize Case Hovers in Lightning Experience: Case hovers give users a sneak peek at the details of a case, including the description and the latest update. Case hovers are enabled by default and appear whenever you hover over a case number, except in list views. For users who work with cases all day, these hovers can save valuable time.
Set Up a Customer Feedback Survey: Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met.
Set Up Real-Time Translations for Case Comments: Give service reps the ability to translate case comments. A rep can translate an end user’s case comment into the rep’s language in the case feed, as well as translate their response into the end user’s language in the case comment composer before replying to the comment.
Default Salesforce Go Settings for Case Management: To quickly start using case management, we recommend turning it on in Salesforce Go. When you turn on Case Management in Salesforce Go, these settings become active.
Share Cases: Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default.
Enable Suggested Articles to Solve Cases: Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked.
View Case Lists: The cases list view page displays a list of cases in your current view.
What’s a Case Team?: A case team is a group of people that work together to solve cases. For example, a case team can include support reps, support managers, and product managers.
Case Team Fields: Case teams have the following fields, listed in alphabetical order. Availability of fields depends on how your admin set up Salesforce.
Predefine Case Teams: After you define case team roles, you can predefine case teams so that service reps can quickly add frequent collaborators to cases.
Enable Role-Based Reporting: Analyze and manage team member workloads better by creating custom reports that include team member roles.
Create Case Team Roles: Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases.
Case Teams: Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
Set Up Email Alerts for Case Teams: Create email alerts for case teams so that each time a case is created or updated, team members are notified.
Activate Data Categories on Your LWR Site: Data categories are an organizational structure for your internal knowledge and catalog items, which helps you classify, discover, and show the most relevant article, question, or idea to your users.
Add Data Categories to Category Groups: Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.
Delete a Data Category: Deleting data categories can result in long processing times, changes to the visibility and categorization of articles and questions, and other significant consequences. Read this entire topic carefully before deleting categories.
Modify and Arrange Data Categories: Modifying and arranging categories can result in long processing times, changes to the visibility and categorization of articles, and other significant consequences. Read this entire topic carefully before modifying categories.
Create Data Categories for Articles, Answers, and Ideas: Data categories are used in Salesforce to organize and control access to groups of information. Data categories are used in Salesforce Knowledge, Ideas, Answers, and Chatter Answers.
Category Group Visibility on Roles: The Category Group Visibility Settings related list summarizes which categories users in the role can see, according to category group.
Data Category Visibility: Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see.
Work with Data Categories: Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.
Create and Modify Category Groups: Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.
Delete and Undelete Category Groups: Deleting a category group deletes all of its categories and removes all associations between the categories and articles or questions. Read this entire topic carefully to understand the consequences of deleting category groups.
Automate Classification: Streamline service with automation. Set a confidence threshold to select and save Einstein’s field predictions on your case, and run assignment rules.
Show Service Reps and Supervisors Midconversation Summaries: When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.
Show Work Summaries for Live Chat: To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page.
Use Work Summaries in the Console: Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component.
Show AI-Generated Summaries with Einstein Work Summaries: Save service reps time and deliver more efficient and productive service experiences with AI-generated conversation and case summaries. At the end of a conversation between a service rep and a customer, or with a single click from the Case page, Einstein predicts and fills a summary, issue, and resolution. For Enhanced Messaging and Voice Calls, by default summaries are generated automatically and reps review, edit, and save them. Admins can turn on automatic saving to save summaries automatically without service rep review.
Work Summaries Usage and Tracking: Work Summaries charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
Add Case Classification to a Flow: Add the Einstein ApplyCaseClassificationRecommendations action to your flow to apply case classification to predict field values for a case. It takes a Case ID as input and outputs a case SObject with recommendations applied.
Use Einstein Classification Apps in the Service Console: Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console.
Build Your Einstein Classification Model: After you configure the predictive model, its status changes to Ready to Build. Check your Fields to Predict and build your model.
Prepare for Einstein Classification Apps: Before you set up Einstein classification apps, review the data requirements, address data problems early, and learn how to introduce these features to your support team.
Considerations for Choosing Fields to Predict: When you create your Einstein classification model, you select the fields that Einstein learns from and the fields Einstein predicts. Follow our guidelines when choosing fields.
Case Classification for Flows: Help service reps deliver efficient and productive service experiences by adding classification to your flows. In addition to recommendations made on case creation, use a flow to get Einstein field predictions after a case is updated with new details to the Subject or Description. Or use flows to set custom confidence threshholds for Einstein to populate the case with predicted values.
Einstein Classification Key Concepts: Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.
Update Your Einstein Classification Model: Update an active Einstein classification model to add or remove fields, change which cases it applies to, or adjust field prediction settings.
Track Einstein Classification App Performance: The performance dashboard shows you how well Einstein’s predictions are working. View the performance of predictions compared to the field value at the time the case is closed. For Case Classification and Case Wrap-Up, you can use this information to help determine automation levels.
Configure Automated Field Predictions: After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically.
Run Assignment Rules for Einstein Case Classification: When Einstein Case Classification automatically saves predicted field values to a case, Einstein Case Routing can use your existing case routing logic to route the case to the right service rep. You need the Service Cloud Einstein add-on license to use Einstein Case Routing.
Set Up Einstein Classification Apps: Choose closed cases for Einstein to analyze, and decide where and how case fields are predicted. Then, build your classification models and give service reps access to predictions.
Support Rep Experience for Channel-Object Linking (Beta): While the support rep is in a session with a user, a notification appears in the Lightning console when a rule takes place. The support rep can click the link in the notification to get more detail or perform other actions.
Create a Flow to Link Voice Callers to Records: To improve service and data quality, add a screen flow that guides support reps to find and link callers to leads, contacts, or employees.
Channel-Object Linking (Beta): Channel-Object Linking is a legacy tool that links contact records to phone calls, web chat sessions, and messaging sessions in standard Facebook and WhatsApp channels.
Add Channel-Object Linking Rules for Voice Calls (Beta): Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records.
Chat Cookies in Service: Chat in Agentforce Service (formerly Service Cloud) uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance.
Set Up More Features for Chat: Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more.
Chat Settings: Learn more about Chat settings and figure out how customizations can make Chat work for you.
Add Terms and Conditions Acceptance to your Pre-Chat Form: Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form.
Close Cases: After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases.
Salesforce Open CTI: Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.
Customer Signals Intelligence: Gather and analyze detailed customer data from channels such as surveys, voice, chat, email, cases, and custom channels to gain insights into customer behaviors and preferences. Make informed decisions that personalize experiences and enhance customer interactions with AI services, analytics, and agent actions. Finally, monitor and interpret the insights in CRM and Tableau Analytics dashboards to identify trends for improved customer engagement.
Configure Agent Actions for Customer Signals Intelligence: Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations.
Batch Data Transform for Tableau Next Analytics Dashboards: Schedule the batch data transforms at the required frequency to ensure the dashboards display the latest information for Contact Reasons, Key phrases, Product, and Entities.
Set Up CRM Analytics: Give your team access to Customer Signals Intelligence Analytics dashboards to analyze and optimize customer interactions. To access latest features and enhancements, we recommend that you use Tableau Next analytics.
Billing Considerations for Customer Signals Intelligence: Customer Signals Intelligence collects and analyzes customer data from various channels to provide actionable insights that improve the overall customer experience. It's a consumption-based product that uses Data Cloud credits, and Flex credits. Customer Signals Intelligence consumes credits used for billing based on your usage of the feature.
Customer Signals Intelligence Setup: Unify and analyze customer data from different sources to improve the customer experience. Select a data space to segregate data within your Salesforce org and enable channels to gather customer data. Choose from various AI services to analyze data, identify patterns, and generate insights. Optionally, use agent actions for real-time and contextual recommendations to handle cases efficiently and resolve issues faster.
Customer Sentiment Insights: Analyze customer engagement performance and sentiment across channels using the Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact reasons, and evaluate overall engagement scores.
Customer Signals Intelligence: Use the Customer Signals Intelligence dashboard to gain a comprehensive view of your customers' experiences with your team’s interactions. Analyze sentiment, engagement metrics, and trends to assess customer satisfaction and service performance.
Customer Watchlist: Use the Customer Watchlist dashboard to identify customers who require prompt attention based on the duration since their request initiation to prioritize customer support efforts effectively.
Product Insights: Use the Product Insights dashboard to analyze customer engagement for specific products across various channels, focusing on sentiment, key influencing factors, contact reasons, and location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time to identify patterns in customer satisfaction and refine your support strategy accordingly.
Self-Learning Knowledge Dashboard: Identify and close knowledge article gaps autonomously to improve customer support. Analyze historical service interactions to extract unique contact reasons and score your current documentation. Review the lowest Knowledge Coverage Scores to generate targeted recommendations. Use AI to create articles that directly answer underlying customer questions.
Use Tableau Next Customer Signals Intelligence Analytics Dashboards: Gain a comprehensive analysis of customer engagement across channels based on customer sentiment, key phrases, contact reasons, and location. Use the new analytics dashboards to monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time. Gain insights into the sentiment of interactions by each service reps and identify customers that need attention based on their engagement frequency and sentiment score.
Configure Omni-Channel Routing: Build an Omni-Flow to save pre-chat data to the Messaging Session and route proactive service requests to the Agentforce Service agent.
Configure Proactive Service Detection Rules: Define logic and criteria within Data 360 to identify customers who require outreach based on specific data thresholds or customer signals.
Configure the Agentforce Welcome Message: Customize the welcome message that the Agentforce Service agent sends to customers during a proactive service interaction.
Salesforce Console: Salesforce Console apps are a tab-based workspace suited for fast-paced work environments. Manage multiple records on a single screen and reduce time spent clicking and scrolling to quickly find, update, and create records.
Allow Domains for a Salesforce Console in Salesforce Classic: Salesforce admins can let console users access domains outside of Salesforce. For example, you can add www.example.com to a console’s allowlist so that console users can access that domain.
Add Quick Actions to the Console Sidebar in Salesforce Classic: Add custom quick actions to the console sidebar to let support agents easily create, update, and search for records associated with cases. Quick actions are added as console components.
Configure Console Preferences in Salesforce Classic: You can configure your console to fit your business needs. As your needs change, you can adjust these preferences. You configure console preferences in Setup.
Set Up Service Features with Launch Pad Templates: Deploy and test Service features with just a few clicks. This suite of templates helps you set up some of the most popular Service features, such as time-saving console configurations and reports and dashboards essential for service organization.
Plan Your Salesforce Console Implementation: Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.
Hide a Salesforce Classic Console from the App Launcher in Lightning Experience: By default, Salesforce Classic consoles appear in the App Launcher in Lightning Experience. This visibility lets your console users access all your consoles apps, ones created in Salesforce Classic and ones created in Lightning Experience, without having to switch UIs. You can change this behavior if you want to limit access to your Salesforce Classic consoles.
Set Up Sales Console in Salesforce Classic: To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions.
Turn On Knowledge for a Salesforce Console in Salesforce Classic: If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases can automatically see relevant knowledge articles that can help them close cases faster.
How Are Console Apps Different from Standard Apps?: Apps with standard navigation let you open a single record at a time. However, apps with console navigation let you open multiple records at a time, and related records open in subtabs under the original record.
Legacy Agent Console: The legacy agent console in the console tab makes it easier to find related information with less switching between pages.
Assign Layouts for the Agent Console: After you create console layouts, assign which layouts users see in the Agent console on the console tab. A user’s profile determines which console layout is seen.
Agent Console Concepts: Review the following terminology used to describe the components of the Agent console.
Create Agent Console Layouts: As of the Spring ’15 release, Agent console is not available to new organizations.
Define Mini Page Layouts for the Agent Console: You can define mini page layouts for the records that appear in the mini view of the Agent console, hover details, and event overlays. A mini page layout contains a subset of the items in an existing page layout. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from their associated page layout. The visible fields and related lists of the mini page layout can be further customized, but the other items inherited from the associated page layout can’t be changed on the mini page layout itself.
Who Can Access Lightning Console Apps?: To access and use a Lightning console app, users must have the Lightning Console User permission and their profile must be added to the Lightning console app.
Create and Assign Lightning Console Permission Sets: If your org has purchased Lightning Console permission set licenses, you can assign the licenses to users with Salesforce Platform licenses to add access to Lightning console apps.
Create and Edit a Custom Lightning Console App: Create custom console apps in Lightning Experience the same way that you create other Lightning Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items, configure navigation rules, and assign the app to user profiles. You can always come back and edit your console app at any time.
Customize Lightning Pages for Lightning Console Apps: Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.
Customize Your Lightning Console App with Utilities: The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window.
History Utility for Lightning Console Apps: The History utility lets your Lightning console users see their recently visited primary tabs and subtabs from a console utility bar.
Defer Loading Inactive Lightning Console Workspace Pages: The “Defer loading inactive console workspace pages” setting improves performance by minimizing extra page loads. For example, if this setting is enabled and you use a navigation rule to open a workspace page, then the page doesn’t load until the user navigates to that page. This setting is enabled by default.
What Features Are Available in Lightning Console Apps?: Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps.
Create an Actions & Recommendations Deployment: Capture component settings in a deployment that you define in Setup. Specify which type of content to display, such as flows and quick actions, or Next Best Action recommendations. Create default lists of actions for each channel, and select which actions users can start from the list as needed. If you include recommendations, configure strategies and display settings.
View the History of Actions: The History tab on the Actions & Recommendations component shows the life cycle of actions for the record. In a handoff, the history can help you identify gaps and what step to take next.
Find Another Action: Sometimes a customer interaction requires a step that doesn’t appear in the Actions & Recommendations component. You can look for more actions when you need them.
Flow Builder for Service and the Actions & Recommendations Component: Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last.
Choose a Recommendation from Einstein Next Best Action: Consider actions and offers that result when you filter recommendations through Next Best Action strategies. If your admin has set up a deployment to show recommendations, the best ones display in a tab on the Actions & Recommendations component.
Resume Paused Flows from the Actions & Recommendations Component: If paused flows are associated with the record, they appear under the Resume Paused Actions tab on the Actions & Recommendations component. Paused flows are shown only if you have permission to run flows.
Use the List in the Actions & Recommendations Component: Learn how the Actions & Recommendations component can walk you through multiple-step procedures. The list of items helps you complete work quickly and consistently with less guesswork.
Keyboard Shortcuts for Lightning Console Apps: Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and work with records faster and without using your mouse. You can use these shortcuts with your web browser shortcuts.
Lightning Experience Console Limitations: Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.
Lightning Sales Console: The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships.
Choosing the Right Service Console Version: Salesforce offers multiple console versions. Each version comes with different default components for the console and Case page layouts. To significantly reduce the need for customization, choose the version that best meets your business requirements.
Lightning Service Console: The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You can customize this app to make it your own.
Optimize Setup with the Service Setup Assistant: Agentforce Service (formerly Service Cloud) is a powerful, customizable customer service tool. Use the Service Setup Assistant to create a work-ready service app for your team.
Guided Setup Flow for Routing Cases with Omni-Channel: Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app.
Default Case Page Components in Console Versions: Each version of the service console includes a unique set of default components on the Case page. Other page layouts feature the same components across all console versions.
Default Components in Service Console Versions: Each version of the service console is equipped with a specific set of navigation tabs and utilities, by default. If needed, you can customize the components in the service console.
Identifying Your Service Console Version: All service console versions are uniformly named Service Console. To identify the version you’re using, observe the app icon.
Console Version Support: The availability of console versions depends on your setup, the Salesforce products you use, and their edition.
Service Console Versions: The service console is the primary application used by customer service agents and supervisors. Salesforce offers multiple console versions, including the Foundations Service Console and Lightning Service Console. Each version comes with different default components for the console and Case page layouts.
Features Included in the Service Setup Assistant: The Service Setup Assistant walks you through essential setup tasks to get Agentforce Service (formerly Service Cloud) up and running. After a few clicks, your team can start using key service features that are configured with optimal settings and layouts.
Use the Agent Console List View: The Agent console’s list view lets you quickly perform actions within Salesforce without leaving the console.
Manage Console Layouts for the Agent Console: Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned.
Set Up Your Service Console for Swarming: Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists.
Choose Related Objects for the Agent Console's Mini View: While you can choose which related objects appear in the Agent console's mini view, you can only choose objects with a lookup or master-detail relationship on the primary object. For example, from the cases object, you can choose account and contact because cases have account and contact lookup fields.
Set Up the Agent Console: You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce.
Display the Agent Console: You can start using the Agent console after your administrator has set it up.
Contact Center: Help your teams engage with customers across voice, digital channels, AI, and CRM in one AI-first contact center. Choose the best fit capabilities from two areas: Agentforce Contact Center and Partner Contact Center.
Let Customers Create Contact Requests: Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console.
Contact Request Considerations: Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud).
Add Contact Requests to Experience Cloud Sites: In Experience Builder, add a contact request flow to your Experience Cloud site so site members can request that customer support contact them.
Access Conversations in AWS: To get a complete picture of conversation data from the Amazon Web Services Database (AWS), sync your conversation data to Data 360, use the Connect REST API, or download conversation data using the bulk export tool.
Where Your Conversation Data Resides: Your conversation data resides in Salesforce Core Storage or in Amazon Web Service Database (AWS), depending on the channels you're using.
Identify Contact Reasons with Einstein Conversation Mining: Einstein Conversation Mining uses advanced AI to discover insights from your conversational data. Use these insights to build new capabilities for your bot, update business processes to streamline common case reasons, and write knowledge articles.
Analyze Conversation Transcript Data in Data 360: To review and analyze conversation data, use Data 360 to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging. Analyze transcripts with reports and dashboards in Data 360, zoom in to your data with Data Cloud API, and search for specific information by using Salesforce Object Query Language (SOQL) queries.
Sample Request and Response for Executing SOQL Query: This sample request is a query that uses the Data 360 auth token (dataCloudAuthToken) and instance_url obtained from Sample Exchange Access Token for Data 360 Token Request and Response to fetch the required data.
Conversation Data in Salesforce Core Storage: Salesforce core storage is your main database, and it's built for speed. It gives you instant access to information, which is perfect for running your day-to-day reports.
Create Data Streams for Conversation Transcripts: To analyze conversation transcripts, it’s important that you have conversation-related data in Data 360. To import this data, you can create data streams using Conversation, Conversation Participant, Participant, Messaging Session, Voice Call, Conversation Entry, and Related Records objects. Methods below describe how you can access these objects to get conversation-related data and create data streams.
Access Conversation Transcripts via a Companion Org: You can use Data 360 to access conversation transcripts from enhanced messaging channels, voice calls, and unified messaging. Create reports to learn from transcripts, zoom into your data with the Data Cloud API, and analyze your data using SOQL queries. Use this task to access conversation transcripts via a companion org that is connected to a home org with Data Cloud. You can also associate created Data Streams with any data space, not just the default one.
Conversation Data in Amazon Web Services Database: Amazon Web Services Database (AWS Database) is a separate, high-capacity database designed for modern, high-volume communication channels. It prevents performance slowdowns in your main Salesforce environment. If you're a new customer, you are set up to use this system by default. You can also use Lightning web components to monitor service rep and customer messages in real time.
Create a Data 360 Salesforce Connection: Connect Data 360 to your org to establish a secure data pipeline that unifies customer service history with real-time product activity for a complete view of the customer.
Create an Ingestion API Connection: Configure the Ingestion API to push data from external systems into Data 360. This is used for high-volume event data, such as product telemetry or customer activities.
Create Custom Fields on Messaging Session: Add custom fields to the Messaging Session object to store context variables, such as the campaign ID, Service Campaign Member ID and agent prompt messages.
Create Data Streams: Create data streams to pull information from your Salesforce org into Data 360 using the deployed Service bundle.
Create Service Campaigns: Define the high-level goals, timelines, and resources for a proactive outreach initiative to organize your service efforts. Service campaigns are created through Proactive Service Scenarios or by using an invocable action within a Flow.
Create a Swarm Report: To create swarm reports, use the out-of-the-box Service Cloud Swarming Reports and Dashboards AppExchange package, or create one of three report types. The package preconfigures report types, delivers several Swarming reports, and includes a complete swarming dashboard.
Create Your Custom Page Header and Footer Sections: Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors.
Set Up Assignment Rules: Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.
Set Up Auto-Response Rules: Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.
Create Solutions: You can create a solution from the sidebar or Solutions tab and while closing a case.
Install the Base Data Kit: Set up your data kit components to access Customer Signals Intelligence features. The base data kit automatically installs the essential data mappings and object relationships.
Access Customer Signals Intelligence on Companion Orgs: Break down the silos across multiple Salesforce organizations to get a unified view of information that is not natively available. Share data across home and companion orgs and get access to comprehensive dashboards and take action on insights drawn from across the business, yet conveniently viewed and filtered for the specific context of their own org.
Set Up Custom Channels in Customer Signals Intelligence: Analyze data from custom objects through custom channels to reveal customer insights. For every channel you enable, all the historic data is ingested into Data 360 and uses Data 360 credits.
Turn On Real-Time Insights: Set up real-time sentiment insights for your cases and take effective action to help your customers.
Manage Customer Signals Intelligence: Configure Customer Signals Intelligence features and settings to customize how insights are generated and displayed.
Overview and Key Concepts: Customer Signals Intelligence (CSI) gives you an understanding of your customer's experience by turning all the fragmented interaction data into a unified source of truth.
Pause a Data Transform: To stop generating insights temporarily and reduce flex credit consumption, pause the data transform. Data processing stops across the entire pipeline and any in-progress processing is terminated within 20 minutes. Interactions that were being processed when the transform was paused can't be processed again.
Real-Time Insights: Track customer sentiment in real time from within the case record and watch how it trends as a case progresses. These trends give case owners the insight they need to prioritize their workload effectively.
Schedule Clustering: To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, schedule the clustering transform.
Use and Customize Insights Prompt Templates: Set up and customize standard prompt templates to tailor AI-driven insights to your business needs, improve system control, and optimize resource use.
UserCustomObject Fields: Learn more about the fields in the UserCustomObject so you can correctly map them to fields in your custom object.
View Real-Time Insights: See sentiment insights for your cases in real-time so you can take effective action to help your customers.
Learn About Open CTI: Review how Open CTI connects to your telephony system, and how call center users manage their work with Salesforce.
Customizing a Call Center Directory: Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization.
Add a Number to a Call Center Directory: Customize call center directories by adding additional directory numbers, either to a single call center or to all defined call centers in your organization.
Call Center Fields: All call centers include these required fields, though additional fields can be available depending on the content of the call center definition file that was used to create the call center.
Call Center Definition Files: A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors.
Clone a Call Center: To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location.
Create a Call Center: There are two ways to create a call center record in Salesforce—importing or cloning.
Create a Call Center Definition File: If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.
Specifying Values for <item> Elements: With the exception of the reqInternalName <item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.
Display and Edit a Call Center: A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.
Import a Call Center Definition File: To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce.
Manage Call Centers: After you set up a call center, you can update the call center settings as your business needs change.
Set Up a Call Center: Before Salesforce users can access and use a call center, an administrator must complete various tasks.
Design and Assign Softphone Layouts: A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile.
Answer a Call Using a Softphone: When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
Change Your Call Center State: While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.
Phone from a Call Center with Open CTI: Help customers over the phone. Use Open CTI to connect your phone system to Salesforce. Then use the Call Center to set it up.
Use the Call Center Directory: Every call center has an associated call center directory that includes the name and number of every user that belongs to that call center, as well as other phone numbers that are related to records in your system.
Learn and Set Up Open CTI: While Open CTI is in maintenance mode and is scheduled for retirement, reference our legacy feature documentation.
Log In to the Softphone: Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.
Make a Call Using the Softphone: In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.
Open CTI Migration FAQ: Review frequently asked questions about migrating from Open CTI to a newer Voice solution.
Migrate from Open CTI: Discover the benefits of migrating from Open CTI to another Voice offering from Salesforce, and decide which telephony model is right for you. Reference step-by-step guidance to install a contact center that gives your reps an AI-first approach to engaging with customers on the phone. Open CTI is scheduled for retirement on February 28, 2028.
Shared Steps for Open CTI Migration: If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path.
Replace Open CTI with Salesforce Voice with Amazon Connect (Path 3): Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure.
Replace Open CTI with Salesforce Voice with Native Telephony (Path 4): Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required.
Replace Open CTI with Salesforce Voice with Partner Telephony (Path 1): Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange).
Salesforce Call Center: Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.
Edit Your Personal Softphone Settings: You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings.
Create Call Logs in the Softphone: Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.
Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow: Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions.
What’s a Softphone?: A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin.
Get to Know Your Softphone Features: The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.
Provide Web Forms with Web-to-Case: Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases.
Solution Categories: Create solution categories so that users can group similar solutions together. Once your solutions are categorized, users can browse for and find solutions by category from the Solutions tab or when solving a case.
Manage Self-Service Users: Manage your Self-Service user information from a single place and make changes to more than one user at a time.
Configure Highlights Panels for a Console in Salesforce Classic: The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps console users see key information at a glance. To configure a highlights panel, edit any page layout.
Guidelines for Assignment Rules: Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.
Enabling Public Solutions: Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions.
Set Up Your Self-Service Portal: Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.
Generate Login HTML: After enabling and customizing your Self-Service portal, generate the URL or HTML code where users will log in to your Self-Service portal.
Self-Service Jump Start: Get your Self-Service portal running quickly using the Jump Start button. It automates the setup process by choosing some default settings for you.
Set Business Hours: Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.
Guidelines for Setting Business Hours: To make your support processes more accurate, define when your support team is available to help customers. There are a few guidelines to keep in mind as you set business hours.
Customize Support Settings: Support settings can help you automate case management. Choose email templates, default case owner, case notifications, and more.
Customize the Self-Service Portal Home Page: Customize the Self-Service home page to include the features you want users to see when they log in to your Self-Service portal.
Customize the Self-Service Portal Log a Case Page: The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include.
Customize the View Cases Page: You can enable and customize the View Cases Page from the Self-Service Portal Pages related list.
Add Routing Addresses for Email-to-Case: Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email.
Send and Receive Emails with Email-to-Case: Communicate with customers over email directly from the Service Console. Email-to-Case turns customer emails into cases for your support team.
Threading Automated Case Emails: When Lightning threading is enabled, the case feed shows case emails sent by service reps or AI agents, and incoming responses to those emails. You can also configure Email-to-Case so the case feed includes certain automated case emails, such as emails sent by auto-response rules or Apex.
Update to Lightning Threading for Email-to-Case: Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods.
Default Salesforce Go Settings for Email-to-Case: To quickly start using Email-to-Case, we recommend turning it on in Salesforce Go. When you turn on Email-to-Case in Salesforce Go, these settings become active.
Configure Email-to-Case: Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured.
Turn On Email-to-Case: Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.
Guidelines for Email System Forwarding with Email-to-Case: When your customers send an email to a support address such as support@mycompany.com, your email provider forwards the email to Salesforce. How you configure email forwarding can impact whether Email-to-Case correctly attaches emails and responses to related cases. When email threading works properly, your service reps can grasp the full history of the customer’s email inquiry.
Set Up Support Holidays: Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times.
Guidelines for Creating Support Holidays: Holidays let you specify the dates and times your customer support team is unavailable. There are a few guidelines to keep in mind as you set up and work with holidays.
Prevent Spam Cases with reCAPTCHA: We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case.
Web-to-Case Guidelines and Limits: Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues.
Data and Platform Foundation: Link your service data to the Data 360 environment and configure the permissions required to manage the proactive service lifecycle.
Defining Solution Categories: Begin by creating your solution categories. The All Solutions category is automatically created for you as the top of your solution hierarchy.
Swarm with Dynamic Actions: Use dynamic actions to show swarming flows with rules that streamline your support reps’ experience and help prevent errors. Add rules so that only the appropriate tasks appear in the Edit dropdown based on record criteria. For example, set a rule so that Finish Swarming appears only when a case’s status is set to Closed.
Branding Elements Guide for Enhanced Chat: Use branding tokens to match the look of your chat window to your website. Choose colors and fonts, and upload logos and avatars without any engineering effort.
Access the Article Recommendations Action’s Output: To use the recommendations, assign the output from the Article Recommendations action to a collection variable. Then, loop through the collection variable to access the recommended articles and their fields.
Add Article Recommendations to a Flow: The Article Recommendations action takes a Case ID as input and returns a JSON list of recommended articles identified from your active Einstein Article Recommendations model.
Einstein Article Recommendations for Flows: Integrate the power and flexibility of Flow Builder with Einstein Article Recommendations to quickly answer customer questions and deflect cases. Use flows to display recommended knowledge articles or send them via email so customers can resolve issues before a service rep is required to provide support.
Give Service Reps Access to Einstein Article Recommendations: By default, all Lightning Knowledge users see Einstein Article Recommendations in the Knowledge component. A Lightning Knowledge user is a standard user with the Knowledge User permission and read access to Knowledge articles in Lightning Knowledge. If you prefer, you can limit access to users of your choice.
How Does Einstein Article Recommendations Work?: Einstein Article Recommendations helps support service reps resolve customer cases efficiently by recommending knowledge articles that were attached to similar cases in the past. Reps don’t have to waste time searching or scrolling through lists of articles, and can quickly attach recommended articles or dismiss them as not helpful.
Learn About Model Quality and Improve Recommendations: Einstein produces a scorecard that tells you about your data and the effectiveness of your model. At a glance, learn if there are opportunities to refine your data and continually fine-tune your recommendations.
Set Up Einstein Article Recommendations: Set up Einstein Article Recommendations so you can build, activate, and benefit from your custom predictive model. Einstein Article Recommendations analyzes the data in case and knowledge article fields that you select to determine which articles are most likely to solve a customer inquiry. Service reps see recommendations in the Knowledge component of the Lightning Service Console.
Turn On Service AI Grounding: To get started, turn on grounding. After you enable Service AI Grounding, you can define the knowledge and case fields you want Einstein to ground on.
Use Case Feed as a Grounding Source for Case Summaries: Case Feed includes direct text entry and posts with attached links and files. A higher number of grounding posts will increase token costs and case summary generation times. To mitigate this, we limit grounding posts to a maximum of 100.
Ground with Cases: Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes.
Ground with Knowledge: Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses.
Ground Einstein Responses with Your Service Data: Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.
Suggest Replies with Einstein Service Replies and Reply Recommendations: Save service reps time and create a consistent service experience. Use Einstein generative AI with Service Replies to draft and recommend relevant replies to service reps during chat or messaging sessions, or for case emails. Or, use the predictive AI Reply Recommendations experience with replies based on your Salesforce org’s closed transcripts.
Set Up a Default No-Reply Email Address: Use an org-wide system email address to send your customers automated email about their cases. To include case details and customize your email template, create a verified custom No-Reply address. Otherwise, when you turn on Send Case Notification from System Address, email notifications for incoming emails on existing cases, Case Comment, Case Escalation, and Case Assignment send from noreply@salesforce.com. Emails sent from noreply@salesforce.com can’t be customized for security reasons and don’t include case details or customer information.
Email-to-Case Limits and Limitations: Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large.
Translate a Service Email: Translate end user emails and send translated replies in the case feed or email composer.
Translate Service Email with Real-Time Translations: Allow service reps and customers to communicate in different languages via Service Email. When a customer sends an email to your business, a service rep can translate it into their own language in the case feed. When the rep is ready to reply, they can translate their response into the end user’s language in the email composer, and then send it.
Considerations and Limitations for Real-Time Translations on Service Email: Before starting your setup process, review the considerations and limitations for Real-Time Translations for Service Email. Note that considerations and supported languages vary between target and source languages, and between case feed and email composer.
Set Up Real-Time Translations for Service Email: Let service reps translate email conversations. A rep can translate an end user’s messages into the rep’s language in the case feed, as well as translate their response into the end user’s language in the email composer before sending.
Add a Channel Menu to Your Site: Add a menu of communication options to your website or Experience Builder site so customers can choose how they contact you. For example, show a menu with four options: Chat, WhatsApp, Text, and Call. Inquiries sent via the channel menu are routed to your support team according to your routing preferences.
Add Chat Code Settings to an Experience Site: Use the Embedded Service component to add a Code Setting Name to an Experience Cloud site. This step allows you to modify with static resources, including inviting customers to chat.
Experience Site Static Resource Files: Create JavaScript files to upload as a static resource and apply to Embedded Chat for your Experience Cloud site. Here’s a code example for chat invitations to get you started.
Embedded Chat Cookies: Embedded Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of your Embedded Service.
Add Your Website to the CORS Allowlist: Add the URLs of the web pages where you intend to add the chat window to the CORS allowlist in your org. The web page where you add the chat window is the page that customers use to access chat.
Customize Embedded Chat Labels: Create your own custom labels and manage the label language for your Embedded Chat deployment.
Create a Channel Menu Deployment: To add a menu of contact channels to your website or Experience Cloud site, start by creating a channel menu deployment in Setup. After you create your menu deployment, you can add items to the menu and customize its branding.
Add an Embedded Flow to Automate a Task: Use an embedded screen flow to help customers or users complete simple, automated tasks. An embedded flow is also guest-user friendly because users don’t need to log in to access the flow.
Set Branding for the Channel Menu: After you create a channel menu for your Salesforce site or Experience Cloud site, customize the button colors, header background, and font to reflect your company’s brand.
Create Channel Menu Code Settings: Add optional JavaScript code as a static resource to your channel menu to change the customer experience. Collect extra information in pre-chat or change the branding for your Enhanced Web Chat channel.
Add Items to the Channel Menu: Select and customize the customer channels that will appear in the channel menu on your Salesforce site or Experience Cloud site.
Customize Labels and Translations for the Channel Menu: Customize the text that appears in the channel menu on your website or Experience Cloud site. You can use the existing default labels or create custom labels for your menu header and channel names. Additional steps are required for translated labels.
Sample Static Resource Files for Channel Menu: Create JavaScript files to upload as static resources and apply them to your Channel Menu website or Experience site. This code sample populates pre-chat settings and adds a company logo.
Set Up Appointment Management: Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Flow Builder. You craft the perfect interaction and decide when and how to create related records like work orders.
Create Embedded Static Resources: Create and upload JavaScript files to Salesforce as static resources and then apply them to your website or Experience Builder site. With static resources, you can change one or many pages with a few clicks in code settings on existing deployments.
Set Up Dynamic Q&A for Knowledge Articles: Set up and configure the Dynamic Q&A component in Experience Cloud so article readers can view and interact with top questions.
Set Up Article Summary in Experience Builder: Add the Knowledge Article Summary Lightning web component to the Knowledge or Article Detail page in Experience Builder and publish the site to display the AI-generated summaries on your public-facing site. This component is compatible with both Aura and LWR sites.
Enable the Solutions Page: You can enable the Self-Service Solutions Page from the Self-Service Portal Pages related list.
Enable Multiple Self-Service Users: You can perform mass actions for Self-Service user management such as enabling Self-Service access for many contacts at once.
Customize the File Sharing Experience in Enhanced Chat: Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents.
Compare Enhanced Chat v1 to Enhanced Chat v2: Review the tables to learn what is and isn’t available in the Enhanced Chat v2. We’ve broken features out by what’s available in Messaging Channel Settings, Embedded Service Deployment Settings, and Additional Features.
Supported File Types in Enhanced Chat: In Enhanced Chat, end users can send over 900 file types to your service reps. Files appear as attachments that service reps can download to view.
What’s Enhanced Chat v2?: Enhanced Chat v2 is a new customer interface for Enhanced Chat that's optimized for modernized features and agentic use cases, including multimodal experiences.
Set Up Enhanced Summaries for Case: Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case.
Set Up Enhanced Summaries: Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency.
Enrich Your Org with Calculated Insights: Create metrics like customer health scores or usage averages to find complex service needs. Send these values to Salesforce records so agents can see them in real time.
What’s Entitlement Management?: Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.
Auto-Complete Case Milestones by Using Flow: Configure a flow that automatically marks milestones Completed on cases that match unique criteria. In your flow, define one or more case criteria that must be satisfied for a milestone to be marked Completed.
How Business Hours Work in Entitlement Management: When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.
Create Custom Reports with the Case Milestones Report Type: Create custom reports for cases with or without milestones from scratch to suit your business needs with the Case Milestones report type. This report type helps you generate reports related to case milestone fields, enabling you to track and analyze SLA violations and entitlements efficiently. This report type also helps you analyze how an SLA has performed in the past, so you can make decisions more easily.
Guidelines for Working with Entitlements: Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.
Customize Entitlements: Customize entitlement fields and page layouts based on your business needs and how your support reps work.
Planning for Entitlement Management: Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.
Enable Entitlements: Enable entitlements in your Salesforce org to help support reps deliver the correct service level to your customers.
Entitlement Fields: Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Give Users Access to Entitlement Management: After you set up entitlement management, make sure that users have the appropriate user permissions, field access, and tab access.
Report on Entitlements: Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items.
Add a Milestone Action to an Entitlement Process: Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.
Customize Milestone Page Layouts: Customize your page layouts for milestones to help support reps and supervisors track support progress.
Milestone Recurrence Types: When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
Set Up the Milestone Tracker: The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.
Milestone Actions: Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.
Where Can I View Milestones?: Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones.
Enable Milestone Feed Items: Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.
Work with Milestones: Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.
Milestones: Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time.
Set Up Milestones: Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.
Milestone Statuses: Milestones on support records display one of three statuses.
Auto-Complete Case Milestones: Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.
Limit User Updates to Milestones: Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.
Entitlements: Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.
Set Up and Manage Entitlements and Milestones: Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process.
Work with Entitlements: Entitlements help you determine if your customers are eligible for support so you can create support records like cases or work orders for them.
Apply an Entitlement Process to an Entitlement: You’ve created an entitlement process; now it’s time to use it! Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process.
How a Record Moves Through an Entitlement Process: When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.
Create an Entitlement Process: Create an entitlement process to give support reps a timeline of required steps to follow when solving support records. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
Create a New Version of an Entitlement Process: Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.
Customize Entitlement Process Fields: If you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure that support reps can see and interact with entitlement processes.
Work with Entitlement Processes: Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.
Entitlement Processes: Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
Set Up SLA Policies: SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.
Set Up Entitlement Processes: Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.
Use a New Version of an Entitlement Process: After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.
Service Contracts: Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer support.
Create a Milestone: Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders.
Set Up Entitlements: Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.
Entitlement Management Setup Checklist: When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.
Set Up Service Contracts: Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).
Add Contract Line Items to Service Contracts: Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.
Set Up an Entitlement Template: Entitlement templates let you predefine terms of support that users can add to products.
Simplified SLA Setup: Configure Entitlements and Milestones: Configure SLA Management (previously Entitlement Management) with fewer steps with a simplified user interface. The new configuration interface is more intuitive and accessible, reduces implementation efforts, and improves the overall user experience.
Milestones: Supported Objects: Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
Verify Entitlements: Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order.
Updating an Entitlement Process: Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.
Limitations of Advanced Approvals in HR Service: Limitations are the boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Employee Data Import in CSV Format: Use advanced CSV Data Import to create employee records in HR Service. You can import employee data through a CSV file into the Employee and Person Account objects.
Agentforce HR Service Actions: Get to know the actions included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration.
Agentforce HR Service Subagents: Get to know the subagents (previously referred to as topics) included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration.
Agentforce HR Service Standard Asset Reference: The Agentforce HR Service template includes preconfigured subagents and actions designed to address employee requests. How you deploy these assets depends on whether you are using the Flow Connector model or the custom integration model.
Alumni Directory Setup: Set up Alumni Directory to enable your alumni to view the profiles of other alumni and connect with them. Alumni can choose to not share contact details.
Alumni Services with Alumni Portal: As an alumnus, use the Alumni Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and network with alumni. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your profile information.
Alumni Profile Setup: Set up the Alumni Profile component to enable your alumni to view and edit their own profile.
Set Up Case Management Bot: Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly.
CMS Collection Setup: Keep your alumni up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your alumni can click an item to learn more about it.
Configure the Employee Portal Service Catalog Component: On the Alumni Portal site, customize the Service Catalog page by configuring the Employee Portal Service Catalog component. Alumni use this component to submit service requests.
Configure the Navigation Tiles Component: The Home page in Alumni Portal contains the Navigation Tiles component. The component enhances the navigation experience in Alumni Portal by presenting the available actions in a user-friendly and visually engaging manner.
Create a Role for Alumni User Registration: Create a role and assign it to the admin user. With the role assigned, you can add the Customer Community Plus Add-On license to the org.
Email-to-Case Setup: Enable your alumni to submit cases through emails. Email-to-case automatically creates cases from emails. Alumni can seek support without logging in to the Alumni Portal site.
Embedded Messaging Set Up: Configure Embedded Messaging in the Alumni Portal site to help your alumni get instant help and case statuses by chatting with a bot or a service representative.
Digital Experiences Setup: Before creating your Alumni Portal site, you must enable Digital Experiences.
Refer to Knowledge Articles to Resolve Issues: Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available.
Alumni Portal Features: After logging in, the Home page of Alumni Portal provides an overview of the website and easy access to the key pages of the website.
Manage Cases: As alumni, view, search, and create cases on the My Cases page.
Manage Your Profile Details: In Alumni Portal, view and update your profile details on the My Profile page. You can also control whether your profile is visible to other alumni.
Notifications Setup: Keep alumni informed about important updates through notifications. Timely notifications enable alumni to quickly act on urgent issues.
Salesforce Knowledge Enablement: Employee Service uses Salesforce Knowledge to help alumni access knowledge articles in Alumni Portal. Your alumni can read the articles to find answers and solutions to their issues.
Alumni Portal Setup: Assign permissions to your alumni to access the Alumni Portal site. Create and configure Alumni Portal to meet your organization's needs. To allow your alumni to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. To support alumni networking, set up Alumni Directory.
Set Up an Account Contact Relationship: The account contact relationship associates an alumni record with the original employee record. The relationship helps you easily access the alumni record's parent record to see the employee details.
Alumni Portal Site Creation: Employee Service uses the Alumni Portal template to package pages and components for the Alumni Portal site. The Alumni Portal template streamlines the setup and implementation of your site.
Update Messaging Session with Alumni Details: When an alumnus contacts a service representative through chat, the service representative receives an incoming chat notification. To show the name of the alumnus in the notification, the messaging session record must contain the alumnus' account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow.
Web-to-Case Setup: Let your alumni submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, alumni can seek support without logging in to the Alumni Portal site.
Apply For Leave Action: Submit an employee's leave request, including the leave start date, end date, type, duration, and comment.
Approval Request Reviews: Some cases require manager approval. Managers receive an email notification when a case is assigned for approval. On the My Approvals page, managers can review and approve or reject the approval work items. Non-manager employees see an empty page.
Set Up Case Management Bot: Configure Embedded Messaging with a case management bot. With the bot, your employees can create cases and find case statuses rapidly.
CMS Collection Setup: Keep your employees up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your employees can click an item to learn more about it.
Configure Dashboard and Reports: When a service representative accesses the Home tab, the dashboard shows a visual summary of the cases assigned to them. To ensure a service representative sees information only about the cases assigned to them and not all cases, you must configure the dashboard to convert it from a static dashboard to a dynamic dashboard.
Configure the Employee Details Component: On the Employee Portal site, configure the Employee Details component on the My Profile page to show employee information. You can add more fields from the User, PersonAccount, and Employee2 objects.
Configure Employee Profile Card Component: The Person Account Record page in HR Service Console contains the Employee Profile Card component. The component shows employee information to the service representative. You can also add the component to a case, messaging session, and voice call record page.
Configure the Navigation Tiles Component: The Home page in Employee Portal contains the Navigation Tiles component. The component enhances the navigation experience in Employee Portal by presenting the available actions in a user-friendly and visually engaging manner.
Configure the Reports To Field on Person Account: To associate a manager with an employee, turn on the Reports To field on the Person Account object. This is a required step for HR Service setup.
Modify the Create Employee Flow: Service representatives use the Create Employee flow to create employee records. Customize the flow to meet your business requirements.
Modify the Update Employee Flow: Service representatives use the Update Employee flow to modify the details in employee records. Customize the flow to meet your business requirements.
Create Employee Enablement Programs Based on Templates: Templates define and organize exercises. Select a template that aligns with your business need, and modify it for your business processes. The exercises in the templates have placeholders that require you to add some details.
Create an HR Service Agent from Template: An HR Service agent intelligently supports your employees by handling their service requests and escalating to reps when necessary. Use the Agentforce HR Service Agent template to create an agent designed to resolve common employee support cases and requests. This template is available with Agentforce Employee Agent (AEA).
Create an Employee Enablement Program: Create Employee Portal from the Employee Portal template that uses the Enablement pages and components. Then set up your program in Program Builder.
Create and Deploy a Service Process by Using a Template: Use the Update Profile and Request Leave templates to create service processes that your employees can use to manage their profile information, view their leave balance, and submit a leave request. The service processes help employees maintain their profile information and manage their leaves.
Create a Service Process to Manage Expenses: Your employees can use this service process to submit expense reports for categories, such as wellness reimbursements, office and IT supplies, and more, all from Employee Portal. Approvals are routed automatically, which simplifies the workflow for employees and approvers and reduces manual work. You can configure and manage expense policies and limits, ensuring financial compliance and transparency. This service process is available only if you use Workday for expense management.
Create a Service Process to View and Update Direct Deposit Details: Your employees can use this service process to view, verify, and update the direct deposit details of the bank account where they receive payments and reimbursements from their organization. Create this service process to streamline the payroll process and ensure compliance with labor laws and regulations. This service process is available only if you use Workday for managing direct deposits.
Einstein Generative AI Setup: Enable your HR service agent to access generative AI features to create personalized and contextually relevant content, enhancing employee engagement.
Email-to-Case Setup: Enable your employees to submit cases through emails. Email-to-case automatically creates cases from emails. Employees can seek support without logging in to the Employee Portal site.
Embedded Messaging Set Up: Configure Embedded Messaging in the Employee Portal site to help your employees get instant help and case statuses by chatting with a bot or a service representative.
Considerations and Limitations for Enrolling Employees in Employee Enablement Programs: When you assign users to an employee enablement program, certain factors can determine how assignments behave, such as permissions, assignment and selection limits, filters, and the user’s time zone. These factors can also affect users who self-enroll in programs.
Designing Employee Enablement Programs: You can design and assemble your own employee enablement program from start to finish. Add your exercise content and organize your program in Program Builder. Review considerations and guidelines along the way.
Progress Shown When Taking a Program: When you start taking the program, you work through exercises. Complete the requirements for each program item and check your progress.
Take an Employee Enablement Program in Employee Portal: To access an assigned or shared employee enablement program in Employee Portal, navigate to the Enablement Programs tab. From there, you can preview, enroll, and start the program.
Enablement Components and Pages in Employee Portal: In Experience Builder, Employee Portal includes an Enablement section in the Components panel and Enablement pages in the Pages menu. A site developer can use these components and pages to show employee enablement programs and exercises in Employee Portal.
Supported Languages for Employee Enablement Program: Most features for creating and taking employee enablement programs are available in all languages that Salesforce supports. But some records, content, and other items support only one language.
Employee Enablement Program Limits: When creating employee enablement programs and making them available to employees, keep limits for programs and enrollment in mind. Employee Enablement Program doesn't support measures.
Manage Notifications for Employee Enablement Programs: Help your company’s Employee Enablement Program rollout run smoothly by encouraging employees to take and complete programs on time. Notify employees when a program is assigned or when they self-enroll in a program. Remind employees when they haven’t started taking a program they enrolled in. Nudge users when a program is due soon.
Employee Enablement Program Permission Set Groups, Permission Sets, and Permissions: Employee Enablement Program includes default permission set groups based on team member roles. The permission set groups include default permission sets based on tasks that people in those roles complete. The permission sets include individual user permissions and object permissions.
Employee Enablement Program Setup: Ensure employee success with Employee Enablement Program. Create programs targeted at various employee life events, such as onboarding and promotions. Employees can complete their assigned or self-enrolled enablement programs in Employee Portal. Before your employees can start creating and completing employee enablement programs, you must complete some setup steps. Review Employee Enablement Program roles, and assign appropriate permissions for building and completing programs.
Employee Enablement Program Templates: Use templates to create employee enablement programs for common topics, such as employee onboarding, employee offboarding, medical leave, return to work, and relocation.
Exercise Types in Employee Enablement Program: The Program Builder palette includes several types of exercises that determine the content you provide and how employees experience the content when they take the program.
Employee Feedback Management: To improve the HR service experience, configure Salesforce Surveys to send a survey automatically to an employee when their case is closed. To view the survey responses, build a report and dashboard.
Employee Portal Features: After logging in, the Home page of Employee Portal provides an overview of the website and easy access to the key pages of the website.
Manage Cases: Employees can view, search, and create cases on the My Cases page.
Employee Portal Setup: Assign permissions to your employees to access the Employee Portal site. Create and configure Employee Portal to meet your organization's needs. To allow your employees to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. Configure manager approval to manage employee requests.
Employee Portal Site Creation: HR Service uses the Employee Portal template to package pages and components for the Employee Portal site. The Employee Portal template streamlines the setup and implementation of your site.
Self-Service with Employee Portal: As an employee, use the Employee Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and obtain manager approvals. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your own employee profile information.
Employee Profile Management Subagent: Handle employee actions related to updating profile information, such as address, phone number, email address, first name, and last name.
HR Service Data Model: At the heart of the HR Service solution is the HR Service data model. The data model comprises several Salesforce objects for storing information about your company's employees.
Support Employees with HR Service: HR Service creates a positive work environment and improves employee satisfaction by enabling companies to efficiently address employee queries and service requests. The streamlined workflows in HR Service improve the response times of service reps, elevating their experience and productivity. The improved employee and service rep morale ultimately drives business success.
HR Service Integration with External Systems: Through MuleSoft Direct, HR Service integrates with external systems, such as human capital management systems, to read data and to create or update employee records. The integration eliminates manual record creation, improves the quality of data, and ensures the efficient delivery of HR services.
HR Service Setup: Integrate HR Service with external systems and assign user permissions. Set up the different portals and the console: Employee Portal for employee self-service, the HR service delivery app (HR Service Console), and Alumni Portal for alumni engagement.
Manage Requests and Tickets with the Employee Service Slack App: Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes.
Empowering Your Career with Employee Enablement Programs: You can take employee enablement programs when an Enablement admin assigns you to a program or shares a program with you for self-enrollment. Take an assigned program starting at 12 AM on the start date, or take a self-enrolled program anytime after you enroll.
Digital Experiences Setup: Before creating your Employee Portal site, you must enable Digital Experiences.
Enable Payment Allocation Process for Employees: Your employees can use the service process or Agentforce in Employee Portal to create and manage multiple direct deposit accounts, and split their salary between the accounts.
Enable Expense Management App for Employees: To help your employees submit expense reports directly in Employee Portal by using the service process or Agentforce, enable the Workday Expense Management MuleSoft integration app in the org.
Enable Leave Management for Employees: To help your employees submit leave requests and track leave balances directly in Employee Portal by using Agentforce or the service processes, enable the Absence Manager integration app in the org.
Enable Profile Management for Employees: To help employees update their profile details, such as name and contact information directly from Employee Portal by using the Agentforce or service process, enable the Employee Profile Update integration app in the org. The changes automatically syncs with Workday.
Tracking Employee Enablement Program Progress: See how users are performing against an Employee Enablement Program’s exercises. Prebuilt dashboard and reports provide insights to help you analyze how well employee enablement programs are changing behaviors and improving business outcomes.
Enablement Data Model: Enablement objects define programs and exercises. These objects also track progress that employees make through a program and its exercises.
Refresh the Employee Enablement Program Reports and Dashboard: Employee Enablement Program includes prebuilt reports and dashboard for tracking program performance and progress. You can make sure that your Enablement team can access the latest version of prebuilt analytics by refreshing the reports and dashboard in Setup. If your Enablement team has customized any of the prebuilt reports or dashboard, take care that you don’t override those customizations.
Guidelines for Assembling Employee Enablement Programs: With your content ready to go, bring all the ingredients together in Program Builder. Organize your programs appropriately to help employees have efficient and enjoyable experiences that help them manage their employee life events, such as onboarding and promotions. Write helpful and instructive titles and descriptions for employees who take your programs.
Launching Employee Enablement Programs: After you develop programs and measures in a sandbox, deploy them to production. Make employee enablement programs available to employees by publishing programs, assigning programs to employees directly, and sharing programs so employees can self-enroll.
Employee Enablement Program Reports and Report Types: Prebuilt reports are available for tracking users’ progress toward completing programs and exercises. If you want to create your own Employee Enablement Program reports, several report types (also referred to as pre-designed custom report types) are also available.
Refer to Knowledge Articles to Resolve Issues: Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available.
Get Enablement Program Action: Employees use this action to fetch the employee enablement programs that they are enrolled in, as well as those their direct reportees are enrolled in. You need to provide the full username (first name and last name) for this action to work. If a manager has more than 2 reportees with the same first and last name, the action will not work and may bring data for any one of them.
Get Expense Items Action: Employees use this action to get the expense report items for various expense categories. For example, the Travel category can include airfare and transport.
HR Service Agent Setup: Setting up the HR service agent involves some important steps, including turning on Einstein and Agentforce and creating an agent from the Agentforce HR Service Agent template. Your employees can use the agent to check leave balance, get direct deposit details, get enablement program details, submit expense claims, submit leave requests, update profile information, and update direct deposit details.
HR Service Analytics with Service Insights: Help your HR leadership enhance their service delivery by giving them real-time data visualizations in Service Insights dashboards. The dashboards provide metrics that show the trends for case performance and satisfaction scores, enhancing effective case management and service operations.
HR Service Console Setup: Assign permissions to your service representatives. Configure the dashboard and reports, create compact layouts for the Person Account and Contact objects, configure the Employee Profile Card and Employee Details components, set up the Person Account page, and configure Salesforce Knowledge.
Employee Support with HR Service Console: Service representatives can use HR Service Console as a one-stop solution for human resource (HR) service delivery. The service representatives can create, update, and delete employee records; get a comprehensive understanding of employees; communicate with employees; get insights from reports and dashboard; create and track cases; resolve service requests; and manage knowledge articles.
Implement a Work.com to HR Service Migration Approach: Implement a migration approach by using an existing Workday or custom MuleSoft integration, CSV import, or a custom implementation that uses Data Processing Engine, DBScript, or any job.
Import Employees from Workday: To import employee details from Workday to Salesforce, enable the integration feature to establish a connection between the two platforms.
Interact with Employees: In HR Service Console, chat with employees to answer their queries and resolve their issues.
Maintaining Employee Enablement Programs: To manage the quality of your employee enablement programs over time, you can clone existing programs, remove users, unpublish programs, or edit programs you already published.
Manage Cases: As a service representative, you can view and manage employee cases.
Manage Employees: Through HR Service Console, access employee records and information to understand and resolve their issues. You can create, update, and delete the employee records.
Manager Approvals Setup: Configure manager approvals to streamline your company's decision-making processes. With manager approvals, implement a structured approval system to enhance accountability and make sure all case actions are according to your company's policies.
Managing Employee Enablement Programs: Show employee enablement programs to employees in Employee Portal. Work with your site developer to build employee experiences that show employee enablement programs and exercises in Employee Portal.
Migration from Work.com to HR Service (For CCP Users): HR Service is a comprehensive redesign of Work.com. Switching from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model.
MuleSoft API Specifications for Agent Actions and Service Processes: These API specifications are designed to provide a clear and structured framework for integrating and managing various agent actions within the MuleSoft environment. Each API is tailored to support specific agent actions, ensuring that users can efficiently handle tasks such as managing absences, updating worker details, processing payment enrollments, and managing expense reports.
MuleSoft Application Setup for Third-Party Integrations: To enable third-party integrations, MuleSoft setup allows you to configure the provided agent action and service process functionality with specific requirements for each agent. This setup ensures smooth integration and provides the flexibility needed for various agents and service processes, making it a versatile solution that can be adapted for use with other Human Capital Management (HCM) systems. To get started on MuleSoft setup, refer to the following links as listed.
Notifications Setup: Keep employees informed about important updates through notifications. Timely notifications enable employees to quickly act on urgent issues.
Provision Users with Required Profiles and Auto-Create User Records: Bulk provision all imported employees by assigning them the required profiles and permissions. After you complete the initial provisioning process, automatically create user records for new employee entries in Salesforce without rerunning the provisioning.
Salesforce Knowledge Enablement: HR Service uses Salesforce Knowledge to help employees access knowledge articles in Employee Portal. Your employees can read the articles to find answers and solutions to their issues.
Salesforce-Workday Integration: Integrate Salesforce with Workday to import employee data such as employee name, contact details, associated location, organization, and the reporting manager directly from Workday into Salesforce. Provision users by turning on the autocreate settings. All the employee records imported from Workday are saved in Salesforce, with contact information saved in Person Account and employee details saved in the Employee object. The locations and organizations from Workday are saved in the Locations and Internal Organization Units objects in Salesforce. The reporting manager information for an employee is saved in the Reports To field on the employee's Person Account.
Service Process Templates: Templates consist of service process definition details, such as data attributes, request form, and integration details, helping you quickly configure and deploy a service process. Use the Request Leave and Update Profile service process templates in Service Process Studio to rapidly create service processes. Employees can access the service processes from Service Catalog in Employee Portal.
Set Up Knowledge: HR Service uses Salesforce Knowledge to help service representatives manage knowledge articles in HR Service Console. Your service representatives can author, publish, and manage the articles to help employees find answers and solutions to their issues.
Set Up Person Account Page: Add the Action Launcher, Employee Profile Card, Employee Details, and Timeline components to the Person Account record page. These components provide your service reps quick access to employee information and actions for assisting employees.
Set Up Voice Calls: With Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), service representatives can receive and place calls from HR Service Console to resolve employee issues.
Set Up a Case Closure Survey: To automatically send a survey to employees after their case is closed, enable Surveys and specify an employee feedback survey.
Service Processes for Self Service: Service processes streamline the creation, management, and fulfillment of HR service requests. Create service processes from scratch or by using templates.
Submit Direct Deposit Details Action: Submit an employee's request to update their direct deposit details, such as bank account number, routing number, deposit type, and payment order.
Sync Employee Profile by Status: Enable the Employment Status Data Import app in your Salesforce org to sync the employee profile between Workday and Salesforce by employee status. Link Workday employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The Employment Status Data Import app also updates other employee details from Workday, such as end date, reporting manager, and address changes, in their Salesforce profiles.
Team Enablement Programs Tab Setup: Managers track their direct reports' progress in employee enablement programs. For this they need access to the Team Enablement Programs tab of Employee Portal. To make this tab visible to the managers, use a sharing set to grant managers access to their direct reports' account and user records.
Service Processes for Employee Self Service: Use service processes to streamline the creation, management, and fulfillment of employee service requests. Some examples of service processes that you can create for your employees are updating direct deposit details and submitting expense reports for categories, such as wellness reimbursements and IT supplies. You can make these service processes available for employees through Service Catalog in Employee Portal.
Update Employee Profile Action: Employees use this action to update their profile information, such as first name, last name, mobile number, address, city, country, email address, province or state, postal or zip code, and pronouns.
Update Messaging Session with Employee Details: When an employee contacts a service representative through chat, the service representative receives an incoming chat notification in HR Service Console. To show the name of the employee in the notification, the messaging session record must contain the employee's account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow.
View Employee Records Imported from Workday: View the details of the employees, including their contact information and reporting manager, in Salesforce after you import them from Workday.
Web-to-Case Setup: Let your employees submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, employees can seek support without logging in to the Employee Portal site.
HR Service Console Features: The Home page is the main landing page after you log in. It provides service representatives a quick overview of the cases assigned to them.
How is the Console tab different from other tabs in Salesforce?: The Console tab is just like other tabs in Salesforce except that the console can display records from several different Salesforce tabs all on one Console tab. This specialized display is called the Agent console, and it allows you to have all the information you need on one tab when interacting with Salesforce. By using the Agent console in the Console tab, you can quickly find, view, and edit records, such as cases, accounts, and contacts, with fewer clicks and without switching back and forth between screens.
What is a solution manager?: A solution manager can edit, delete, and make solutions visible in the Self-Service Portal and Customer Portal and visible in public solutions. Typically, these individuals are product experts with excellent written communication skills and advanced knowledge in a particular area of your product. To designate one or more users as solution managers, your administrator can assign those users to the Solution Manager profile when creating or editing the users’ personal information.
What is the difference between a solution and a FAQ?: A FAQ serves mostly as a useful tip for how the product or service is supposed to work. Solutions answer customer questions when the product or service is not working as expected. Because customers’ expectations may not always be accurate, a solution can describe how the product or service is supposed to work (very similar to a FAQ), help troubleshoot a problem, or provide a work-around to a bug or product limitation.
What must I look for when I review solutions?: Solution managers can use these guidelines for structure, language, customer-specific information, technical accuracy, and sensitivity when reviewing solutions.
Why are solutions used?: Solutions provide a quick means to identify and resolve a customer issue. By capturing customer issues and structuring findable, reusable solutions, your customer support team can leverage existing knowledge to provide answers to issues that have been solved previously, increasing customer satisfaction and your team’s productivity.
Review Default Settings for Knowledge: Start your field service implementation by understanding the default, out-of-the-box logic that drives the Knowledge feature.
Review Default Settings for Work Plans: Start your field service implementation by understanding the default, out-of-the-box logic that drives work plans.
Find Answers in Dynamic Q&A: BGet quick answers to your questions in the Dynamic Q&A section of the knowledge article page. If you can't find what you need, start a live chat instantly for further assistance.
Close a Swarm in Lightning Experience: Mark a swarm as complete from Lightning Experience. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on support reps’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports.
Tailor Field Service to Your Business Needs: Easily create service crews so that you can assign field service appointments to a team of mobile workers, or enable multiday appointments for complex projects.
Build Your Autonomous Scheduling Experience in the Legacy Agentforce Builder: In addition to the standard solutions that Autonomous Scheduling includes, you can also build your own experience. This section contains examples of how autonomous scheduling can be used to meet your business needs, but the options are endless.
Configure Autonomous Scheduling for Field Service in the New Agentforce Builder: You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
Set Up Customer-Initiated Scheduling for Field Service Manually in the New Agentforce Builder: Customer-Initiated Scheduling is implemented using the Field Service Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community.
Escalations to a Representative in the New Agentforce Builder: Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios.
Monitor Autonomous Scheduling in the New Agentforce Builder: You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours.
Autonomous Scheduling in the New Agentforce Builder for Field Service: Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking of appointments, sending appointment reminders to your customers to reduce no-shows, and asset maintenance coordination.
Example: Handle Service Resource Absences in the Legacy Agentforce Builder: Let mobile workers communicate with Agentforce in Slack or from the Field Service mobile app to update that they’ll be absent. Agentforce then adds a resource absence to the Gantt, and assigns their appointments to other mobile workers. For appointments that can’t be reassigned, Agentforce reaches out to the customers to rebook the appointments.
Set Up Autonomous Scheduling in the New Agentforce Builder: Create your AI agents and set them up for success. For a simplified experience, use the automated Salesforce Go tool to guide you through the entire setup and get you started. If you encounter issues with the automation, you can complete the process manually.
Test Customer-Initiated Scheduling in the New Agentforce Builder: Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your topics and instructions directly in Agentforce Builder.
Understanding Interactive Appointment Reminders in the New Agentforce Builder: Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment.
Understanding Proactive Asset Service Scheduling in the New Agentforce Builder: Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time.
Understanding Customer-Initiated Scheduling for Field Service in the New Agentforce Builder: Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.
Understanding Dispatcher-Prompted Outreach in the New Agentforce Builder: Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can rebook appointments from the Gantt in the Classic Dispatch Console or the Scheduling Console, or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.
Rebook Appointments with Agentforce: Rebook appointments from the Gantt or by conversing with Agentforce in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.
Asset Health Score: The Asset Health Score indicates the overall condition and performance of an asset.
Customize Field Service Appointment Chatter Settings: In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records.
Service Appointment Fields for Field Service: Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Guidelines for Creating Service Appointments for Field Service: A service appointment tracks field service work to be performed for a customer, and is typically associated with a work order or work order line item. Learn how to create and manage service appointments. A service appointment represents a visit with a timeframe for a specific type of work at a designated location. The service appointment is typically associated with a work order or work order line item, representing the broader job. Learn how to create and manage service appointments.
Create Custom Fields: Integrate custom fields in the Asset object for accurate asset usage tracking and optimized predictive capabilities. These fields provide vital data for the AI model, leading to more precise future asset utilization predictions.
Create Data Streams and Data Lake Objects: Create data streams and data lake objects (DLO) to connect and associate your data with the information that is stored in Data 360. This process creates a unified view of your service history for better analysis and insights into your service operations.
Complete Asset Service Prediction Requirements: In the Asset Service Prediction guided setup, the "Complete Asset Service Prediction Requirements" step configures your Salesforce organization with the necessary permissions, features, and data components required to implement and use Asset Service Prediction successfully.
Review Einstein Predictions for Asset Service Prediction: Review batch data transformations, model predictions, and metrics in Einstein Studio to better understand how your data is being used and how your models are performing.
Manage Field Service Asset Attributes: Improve asset management and help mobile workers efficiently repair and maintain assets by defining and monitoring asset attributes that represent asset health and performance. Then, define threshold monitoring based on recordset filter criteria and track threshold compliance for multiple asset attributes.
Create Asset Attributes: Create an asset attribute by associating it with an attribute definition on the asset record.
Create Attribute Definitions: Define the value and data type of an attribute definition before you add it to an asset attribute.
Manage Threshold Monitoring for Field Service Asset Attributes: Set up monitoring based on recordset filter criteria defined for asset fields and asset attributes. Recordset Filter Criteria Monitoring uses the thresholds defined by recordset filter criteria for the fields and attributes to determine whether they’re within the defined thresholds.
Set Up Asset Attributes: Configure your Asset Attributes settings and enable user permissions.
Asset Downtime Period Fields: Asset downtime represents a period during which an asset isn’t able to perform as expected. Downtime periods include planned activities, such as maintenance, and unplanned events, such as mechanical breakdown. Asset Downtime Periods have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Asset Service Prediction: Asset Service Prediction (ASP) harnesses the power of predictive analytics to forecast the probability of future work orders based on historical repair data from Salesforce Field Service. ASP delivers actionable insights, enabling technicians to achieve one-and-done service by addressing current and anticipated issues during a single visit. This approach saves on truck rolls, reduces asset downtime, and ultimately enhances customer satisfaction.
Sync Services and Resource Absences with Events Using Calendar Sync: You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce.
Clone and Assign Page Layouts: When you complete the steps in Set Up the Basics in Salesforce Go, you can clone page layouts and assign them to specific user profiles. Clone and assign page layouts to efficiently give your admins, dispatchers, and technicians access to the information and tools relevant to their job function.
Consume Serialized Inventory: When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers accordingly. You can add products consumed to work orders or work order line items. You can also track product consumption at the line item level to know which products were used for each line item’s tasks.
Give Contractor Service Resources Access to the Field Service Mobile App: The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data with contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database and give them the access they need.
Create Service Resource Absences for Field Service: Create resource absences to indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Absences related list on service resource records.
Create Service Appointments for Field Service: Service appointments represent field service visits to customers. While work orders describe the work to be performed. You can have multiple service appointments (visits) per work order, depending on the nature of the job. For example, if a customer orders the installation of multiple devices, each visit is a separate service appointment. The service appointment provides the scheduling and assignment details.
Create Service Crews for Field Service: Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.
Create Field Service Customer Reports: In Field Service, create service reports to give your customers summaries of the work that your field service team performed.
Create Inventory Locations for Field Service: Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create locations so you can track the items stored there and restock when necessary.
Set Up Field Service Maintenance Plans: Create Field Service preventive maintenance plans for assets so your customers never miss a beat. With maintenance plans you define how often maintenance visits occur and generate work orders for future visits.
Create Multiple Maintenance Schedules: To keep assets in tip-top shape, you often need multiple maintenance schedules running at different frequencies.
Request Inventory in Field Service: When your stock gets low or you need a part for a particular work order, create a product request. Product requests can be associated with work orders, work order line items, cases, and accounts. You can specify when and where the parts are needed, and divide the request into line items that each represent a needed part.
Transfer Inventory in Field Service: To fulfill a product request, create a product transfer. Product transfers track the movement of inventory from one field service location to another. The inventory numbers at your storage locations update automatically to reflect transfers.
Inventory Transfers in the Mobile App: With a few taps, mobile workers can update product transfers in the app. Before you can use product requests to transfer inventory, make sure that service resources can access and receive product transfers in the Field Service mobile app. Product transfers track the movement of inventory from one field service location to another.
Track Required Inventory in Field Service: If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician with a voltmeter! Add products required to work types, work orders, and work order line items to ensure that the assigned service resource arrives with the right equipment.
Create Report Types for Field Service: Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App.
Create Service Resources for Field Service: Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them.
Track Customer Returns in Field Service: return orders to facilitate the return and repair of items that were sold to customers or supplied to field service workers.
Create Serialized Inventory: In Field Service, use serialized products to assign a serial number to an asset type to track and manage your inventory.
Track Inventory Shipments in Field Service: To track product items while they’re in transit between locations, create shipments. Shipments contain information about the products on board, the shipping carrier, and the expected delivery date.
Create Skills for Field Service: Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work. If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.
Create Service Territories for Field Service: Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level territories first.
Create Time Sheet Templates: You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician.
Create Usage-Based Maintenance: Use maintenance work rules to create work orders and schedule preventive maintenance based on asset usage.
Create Work Types for Field Service: Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work.
Service Crew Fields: Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them.
Service Report Fields: Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Create Field Service Report Templates: In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates.
Work Capacity Limits (WCL): Capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. You can define the work capacity limit for the whole service territory or restrict it to a specific workstream according to your company’s business objectives.
Define Capacity-Based Resources: Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they aren’t overbooked during schedule optimization.
Document Builder: Document Builder is the Salesforce Field Service solution for creating richly formatted and branded PDF service documents for your business needs.
Translate Service Documents in Document Builder: With Document Builder, translate service documents into any language supported by the Salesforce platform. Specify different languages for different records to translate the document to the preferred language of individual customers.
Agent Template: Scheduling Agent for Field Service in the Legacy Agentforce Builder: Quickly answer customer requests made in natural language by working with the Scheduling agent that manages appointments directly and intelligently with your customers. You can use the Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up response times and optimizes resource allocation. Complex issues are seamlessly escalated to a representative. Customers benefit from faster resolutions and more efficient service. And, your customer service teams are freed up to work on other tasks.
Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder: You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
Monitor Autonomous Scheduling in the Legacy Agentforce Builder: You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours.
Autonomous Scheduling in the Legacy Agentforce Builder for Field Service: Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking using Dispatcher-Prompted Outreach, and by handling asset maintenance coordination with Proactive Asset Service Scheduling.
Set Up Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder: Customer-Initiated Scheduling can be implemented using Agentforce Service Agent or Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community.
Test Customer-Initiated Scheduling in the Legacy Agentforce Builder: Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder.
Understanding Proactive Asset Service Scheduling in the Legacy Agentforce Builder: Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time.
Understanding Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder: Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.
Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder: Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can now rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.
Enable Field Service: Enable Field Service to start using Field Service features.
24-Hour Continuous Availability for All Service Resources: Ensure 24-hour availability for all service resources, including capacity-based and individual resources or crews, to support seamless scheduling across standard and extended working hours. This setup, available only when you're using Enhanced Scheduling and Optimization, is essential for roles requiring round-the-clock coverage, such as emergency services or IT support.
Using the Enhanced Scheduling and Optimization Dashboard: The Enhanced Scheduling and Optimization (ESO) dashboard provides a comprehensive view of automated scheduling performance, focusing on two key areas: optimization and scheduling. Both dashboards offer intelligent recommendations that help you improve scheduling and overall field service capacity.
Set Up Scheduling and Optimization Insights: Install and configure the Scheduling and Optimization Insights app to get real-time visibility into the usage, performance, and business outcomes of automated scheduling.
Implement Field Service Enhanced Scheduling and Optimization: Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.
Extend Field Service: Take Agentforce Field Service and Operations (formerly Field Service) to the next level with tools like Appointment Assistant, Visual Remote Assistant, and Workforce Scheduling.
Field Service Object Fields: Learn about the fields available on standard objects that are used in Agentforce Field Service and Operations (formerly Field Service).
Generate Service Document PDFs on the Mobile App: With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the Field Service mobile app.
Guidelines for Generating Work Orders from a Maintenance Plan: Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn how to generate work orders from a maintenance plan.
Geolocation-Based Actions: Leverage an automation layer by adding geolocation-based actions to your mobile workers’ daily journey.
Salesforce Go - Field Service Considerations: Before you turn on Field Service in Salesforce Go, review these considerations to plan your implementation and avoid unexpected changes to your org.
Launch Your Residential Business Faster with the Residential Solution: Use the Residential Solution in Salesforce Go to eliminate the manual heavy lifting of initial implementation with a ready-to-use framework specifically tailored to the fast-paced demands of residential work.
Operations Home: Field Service Operations Home enhances the efficiency and effectiveness of your field service teams by providing real-time insights and quick access to essential tools and apps.
Set Up Visual Remote Assistant for Field Service: Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by delivering service from anywhere.
Create a Job Profile for Shifts: With Field Service, you can describe different kinds of shifts by using a job profile. To indicate the experience or expertise required for a job, add skills to the job profile. Job profiles and related skill requirements are referenced when you’re using shift-assignment tools, such as the Get Candidates shift scheduling action, or when you’re assigning shifts in bulk. For example, a healthcare company can use job profiles to differentiate shifts that require on-call nurse practitioners from social workers or therapists.
Job Profile Fields for Field Service: Job profiles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Setting Field Service Key Performance Indicators: Key Performance Indicators (KPIs) are crucial to helping you scope your business's needs and align them with what Field Service provides. For example, KPIs can help you set efficient schedules and send workers to a job with the right skills and tools.
Where Do I Start with Field Service?: Explore resources for Agentforce Field Service and Operations (formerly Field Service) and learn how it can help your business.
Learn About Field Service: Ready to get started with Agentforce Field Service and Operations (formerly Field Service)? Explore resources in and outside of Salesforce Help, review limits and limitations, and understand key concepts such as scheduling and optimization.
Manage Serialized Inventory V2: With serialized products, you can create product transfers to track the movement of serialized inventory. You can create one product item record per item to record each item’s serial number on the product item record, and then track the item’s movement.
Field Service Limits and Limitations: Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service).
Location Fields for Field Service: Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Maintenance Plan Fields: Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Associate an Asset with Its Related Accounts: Create Asset Account Participant records to track all the accounts associated with an asset in the asset’s lifecycle. For example, an asset can be related with the supplier who supplied you the asset and the customer who bought the asset. An asset can have multiple account participants.
Associate an Asset with Its Related Contacts: Create Asset Contact Participant records to track all the contact associated with an asset in the asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the finance manager who facilitated its sale, and with the sales executive who sold it. An asset can have multiple contact participants.
Manage Your Field Service Inventory: Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns.
Manage Field Service Permissions: Give your team access to Field Service features. Create and assign standard permission sets and permission set licenses. Then add customizations to suit your business needs.
Manage Field Service Scheduling: Take control of service appointment scheduling in Agentforce Field Service and Operations (formerly Field Service). Create an optimized schedule for your team and use out-of-the-box scheduling features.
Manage Field Service Shifts: Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments.
Guidelines for Working with Maintenance Work Rules: With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance work rule settings affect work order generation.
Manage Field Service Outcome-Based Contracts: With Outcome-Based Contracts, service providers can provide their customers with an easy way to assess the compliance of a service contract by letting them track and measure service outcomes. Compliant service contracts ensure high quality of service and customer success.
Set Up Outcome-Based Contracts: Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and create recordset filter criteria that allow you to define the criteria to evaluate contract compliance.
Field Service Object Change Detail Fields: Field Service object change details represent the details of a change made to one of a service appointment’s tracked fields. Field Service object change details have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Field Service Object Change Fields: Field Service object changes represent a change made to one of a service appointment’s tracked fields. Field Service object changes have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Guidelines for Creating Operating Hours for Field Service: Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.
Create Operating Hours for Field Service: Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction.
Operating Hours Fields for Field Service: Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Add Holidays to Operating Hours: Holidays help you manage the schedule when your business is closed. Create holidays, then add the holidays to your operating hours. Scheduling and optimization processes can take your holidays into account so that work isn't scheduled.
Agentforce Field Service and Operations: Agentforce Field Service and Operations (formerly known as Field Service) gives you a powerful, highly customizable, mobile-friendly field service hub in Salesforce.
Product Request and Transfer Fields: Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.
Product Item and Inventory Fields: Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Field Service Permission Set Licenses: Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users.
Get to Know Field Service Personas: Learn about the different user personas in a typical field service implementation. Use standard and custom permission sets to tailor Field Service to your users’ needs.
Guidelines for Preventive Maintenance: To optimize technician productivity and increase uptime and mean time to failure of equipment, create preventive maintenance plans for your assets.
Product Service Campaign Fields: Product service campaigns and product service campaigns line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Guidelines for Transferring Inventory: Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records.
Guidelines for Consuming Inventory: When inventory is consumed as part of a work order, logging the consumption kicks off several behind-the-scenes changes. Learn how product consumption fits into your field service operation.
Record Product Warranties in Field Service: Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you provide to rectify issues with products you sell or install.
Recordset Filter Criteria Fields: Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Field Service Reference: Find information about standard objects and components used in Agentforce Field Service and Operations (formerly Field Service).
Field Service Reporting Basics: Familiarize yourself with basic reporting tools in Field Service. Create report types to track KPIs, and explore out-of-the-box dashboards from Salesforce Labs AppExchange.
Add Required Skills to Work Orders or Work Types for Field Service: Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.
Get the Right Worker for the Job: Match the right service resource to the right service appointment. With skills, extended match work rules, and resource priority, you can ensure the right person is assigned to the appropriate job.
Service Resource Fields for Field Service: Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.
Add Service Resource Preferences in Field Service: Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.
Return Order Fields: Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Guidelines for Tracking Customer Returns: Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier.
Guidelines for Recordset Filter Criteria: Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift.
Define Which Appointments Can Be Scheduled During Shifts: Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.
Create Criteria-Based Maintenance: Create recordset filter criteria using standard or customized fields on assets to identify thresholds that trigger maintenance work.
Actions in the Scheduling Console: Learn about the actions available in the Scheduling Console to manage service appointments, service resources, and resource absences.
Activity Tracker in the Scheduling Console: The Activity Tracker gives dispatchers a centralized, real-time view of all scheduling and optimization processes running in the Scheduling Console, so they can stay informed and in control while continuing their dispatching work.
Custom Actions in the Scheduling Console: Extend the Scheduling Console with custom actions that give dispatchers quick access to org-specific automations and workflows directly from the Gantt, service appointment list, map, and console header.
Customize the Scheduling Console: Adjust the layout, features, and policies of the Scheduling Console to give dispatchers the tools they need to work efficiently.
Features of the Scheduling Console: Learn how the Scheduling Console works in Agentforce Field Service and Operations (formerly Field Service).
Get Started with the Scheduling Console: The Scheduling Console is the new dispatching workspace for Field Service, built to replace the Classic Dispatch Console. The two consoles can coexist during the transition period, giving you time to migrate before the Classic Dispatch Console is retired.
Plan Long-Cycle Work in the Scheduling Console: Use long-term Gantt views to plan long-cycle work across weeks and months. You can balance regional workloads, see true availability, and manage appointments that span an extended horizon.
Map Views and Routes in the Scheduling Console: The map in the Scheduling Console gives dispatchers a clear geographical view of service resources and service appointments, with routes displayed directly.
Migrate Service Appointment Lists: Migrate your existing custom service appointment lists from the Classic Dispatch Console to the Scheduling Console. The migration copies your lists and doesn't affect the originals.
Optimization in the Scheduling Console: Use optimization to automate scheduling decisions, resolve conflicts, and maximize resource efficiency directly from the Scheduling Console.
Work in the Field Service Scheduling Console: The Scheduling Console provides a seamless, accessible dispatching experience by focusing on usability, productivity, and high performance. As of Summer '26, it replaces the original Classic Dispatch Console in Agentforce Field Service and Operations (formerly Field Service).
Popovers in the Scheduling Console: Popovers consolidate key information and actions into one unified view, giving dispatchers quick access to service resource details without navigating away.
Set Up the Scheduling Console: Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you.
Add Shift Scheduling Constraints: Scheduling constraints are records that are defined on the service resource or service territory. They set the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory.
Create a Scheduling Objective for Shifts: Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process.
Scheduling Rule Types: Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules.
Create a Scheduling Rule for Shifts: Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules.
Transfer Serialized Inventory: Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work.
Setting the Service Document Template Field: You can find the standard field Service Document template in the three objects: Work Order, Work Order Line Item, and Service Appointment. This field points to the template ID, which sets the template for each service document. This topic covers how to find the template ID and how to populate the Service Document Template field.
Set Up Field Service Basics: Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans.
Set Up Field Service Appointment Bundling: Group short appointments at nearby or same-site locations to create a bundle. After bundling is set up, you can automate the creation and update of bundles, or dispatchers can manually bundle appointments.
Create Appointment Bundle Aggregation Duration Downscales: Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales.
Create an Appointment Bundle Aggregation Policy: Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated.
Set Up Automatic Bundling: Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled.
Create an Appointment Bundle Config: Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.
Create an Appointment Bundle Policy: Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.
Default Appointment Bundle Config: If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle Config from the App Launcher.
Default Appointment Bundle Policy and Related Policies: If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy.
Create an Appointment Bundle Propagation Policy: Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one bundle member service appointment field is populated.
Create an Appointment Bundle Restriction Policy: Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy.
Create Recordset Filter Criteria for Bundling Appointments: You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional, but if you want to use them in the bundle policies, you must create them first.
Create an Appointment Bundle Sort Policy: Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates.
Create Appointment Bundle Policy Service Territories: Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories are optional.
Set Up Field Service in Experience Cloud Sites: Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience Cloud site.
Set Up Field Service Reports: Create service reports for work orders, work order line items, or service appointments and email them directly to customers. Use standard templates, or create variations of your own.
Set Up Your Field Service Inventory: Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job.
Set Up Path for Field Service: To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line items, and service appointments.
Set Up Service Territories, Operating Hours, and Shifts for Field Service: Create service territories to track the places where your team performs field service work. Assign regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule.
Set Up Time Sheets: Before your mobile workers can start logging their hours using time sheets, lay down the foundation. Enable time sheets on the Field Service mobile app, set up an approval process, and customize time sheet fields.
Guidelines for Setting Up Field Service Contractors: If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.
Set Up Maintenance Work Rules: For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage of Field Service maintenance work rules.
Set Up Salesforce Labs Field Service Dashboards: Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange. Use these optional dashboards to create customized reports and dashboards for your field service operation.
Limit Access to Field Service Records: When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage.
Control Who Sees What: Restrict access to records so that team members only see the information they need. Ensure that sensitive information is kept secure and that team members can focus on the tasks at hand.
Color-Code Field Service Shifts: Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.
Shift Pattern Fields: Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Build Repeating Shift Patterns: Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time and job profile. Then build a pattern that lists the shift templates to use each day.
Create Shift Patterns: Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts from templates.
Shift Template Fields: Shift templates have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Create Shift Templates: Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time, and job profile.
Assign and Update Field Service Shifts: In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.
Create Flexible Work Shifts: Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from day to day or week to week so that you can assign workers for time periods that don’t follow a rigid pattern, such as rotating on-call duties or occasional overtime.
Add Field Service Shifts: Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.
Create Shifts from a Pattern: In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service territory and resource to quickly prepare the schedule.
Shift Fields for Field Service: Shifts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Find Shift Candidates: Find the right service resources for a specific shift using the Shift Get Candidates action. With this action, you can assign the best available resources according to your scheduling rules and objectives.
Field Service Guidelines for Shift Availability: Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.
Assign Shifts and Update the Status in Bulk: Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources who are matched based on your business’ shift scheduling rules and their own shift scheduling preferences.
Nonstandard Field Service Shifts: Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.
What Are Shifts?: Shifts let you set up work intervals that vary from day to day or week to week. You can extend or replace your operating hours with shifts.
Prepare Your Org for Shift Scheduling: Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a service resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the Get Candidates Shift action (not to be confused with the Get Candidates action for assigning service appointments to service resources) and Mass Shift Update actions to assign shifts to service resources.
Set Up Shifts for Field Service: Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff. Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the Field Service managed package is installed, scheduling and optimization considers shifts assigned to service resources as availability for assigned work in addition to the service resource’s Operating Hours on their Service Territory or Territory Member record.
Manage Your Shift Schedule in Field Service: Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.
Skill Fields for Field Service: Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Field Service Objects: When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field Service managed package also includes custom objects that support its scheduling and optimization features.
How Does the Field Service Optimization Engine Work?: Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same location?
How are Status Categories Used?: Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.
Template Builder: Build service document templates in Document Builder with the template builder.
Service Territory Fields for Field Service: Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings.
Time Sheet Fields: Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Log Working Hours on the Go: Let mobile workers seamlessly track their time with the timesheets feature on the Field Service mobile app.
Field Service Desktop Updates: Stay in the know about releases for Agentforce Field Service and Operations (formerly Field Service). This article includes information on the release cadence for major, patch, and daily releases—also known as emergency releases—for core and managed package features.
Warranty Fields: Warranty terms, product warranty terms, and asset warranties have the following fields. Your page layout and field-level security settings can hide some fields and prevent you from editing others.
Track Work Orders Efficiently: Ensure your team stays organized and consistent by using work orders and work order templates.
Apply the Work Capacity Rule to Scheduling Policies: You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work rule is applied to the policy, and the work capacity limit is exceeded, Field Service doesn’t schedule a service appointment or return a slot in appointment booking.
Work Capacity Availability Calculations: Work capacity availability calculations enable setting limits on work capacity as a percentage of the total work capacity.
Create a Work Capacity Limit: Work capacity limits let you control the amount of work scheduled for service resources according to specific values of a service appointment’s attribute (workstream). Work capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. Define the work capacity limit for the whole service territory or restrict it to a specific value of a service appointment’s attribute (workstream). Define the limit threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or the specific workstream. After you create a work capacity limit, you can edit its description, limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive. You can also edit the limit for a specific date by editing the work capacity usage object. Editing the daily limit doesn’t change the limit value in the work capacity limit object.
Set Up Work Capacity in Experience Cloud: The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service territories.
Set Up Field Service Work Capacity: Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the site to share information with relevant external users.
Monitoring Workstream Usage in Summary View: The Summary view shows the consumption relative to the defined limits for the service territory if a service territory limit is defined and for all limited workstreams in selected territories for a specific day or week.
Work Capacity Usage (WCU): When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream.
Linked Article Fields: A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Work Order Fields for Field Service: Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Set Up Knowledge for Work Orders: Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.
Work Order Line Item Fields for Field Service: Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Work Order Pricing Guidelines for Field Service: Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your business.
Set Up Work Order Management for Field Service: Work orders, which track work to be performed on your customers' products, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and create time-saving templates called work types.
Build and Manage Work Plans: Create and maintain work plans by defining templates for work steps and work plans, and create work plan selection rules.
Complete Work with Work Plans Lightning Web Component: The Work Plans component displays the work plans and work steps associated with the work order or work order line item. You can use it to view and complete assignments quickly and accurately.
Delete Work Plans and Steps: If you modify a work plan, you can delete the previous plan and its steps on an existing work order or work order line item.
Enable Work Plans: Before you customize its settings, enable your work plans.
Generate Work Plans: Generate work plans automatically on work orders and work order line items.
Manage Work Step Templates: Manage the work plan template entries that store the work step templates associated with your work plan template.
Map Fields for Work Plans: Learn how standard fields for work plans are mapped from templates and how to map custom fields.
Get Started with Work Plans in Field Service: Customize your work plans settings, assign users permissions to manage work plans, and map fields that display information for work plans and work steps.
Work Type Fields for Field Service: Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Guidelines for Creating Work Types for Field Service: Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.
Field Service Edge Data Exporter: The Data Exporter tool helps Field Service Edge customers quickly transition to Salesforce Field Service. It does this using a workflow-based process that exports business data objects automatically and reliably.
Glossary for Service Edge: Learn about the terms you might encounter when working with Click Field Service Edge.
Known Issues in Click Field Service Edge: This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release.
Click Field Service Edge: Field Service Edge is a SaaS solution for field service management for the most demanding mobile field service management challenges.
Track Metrics with Field Service Operations: Track and monitor the health of your field service workforce, assets, processes, and customers with personalized KPIs and actionable insights, all surfaced in Field Service Intelligence dashboards.
Field Service Intelligence Dashboards: Field Service Operations features Field Service Intelligence dashboards that display key operational metrics and provide data-driven visuals.
Set Up Field Service Operations: Use the Field Service Operations Setup page to walk through the prerequisites, and then install Field Service Operations.
Add a Related List to an Object: Many of the Frontline Workforce Management features rely on related lists to associate information. During your initial configuration, you may need to add related lists to objects.
Adjust Your Intelligent Forecast Data: Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast.
Capacity Plans: Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..
Capacity Plan Glossary: To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.
Set Up Frontline Workforce Management: Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.
Create a Capacity Plan: Create a short-term capacity plan to predict how many shifts you need to provide coverage.
Create an Intelligent Forecast: You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.
Create a Workload History: Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.
Workload and Intelligent Forecast Glossary: To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
Workload Histories and Intelligent Forecasts: A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.
Frontline Workforce Management User Permission Sets: Assign the Workforce Management Analyst, Workforce Management Planner, or Workforce Management Worker permission sets to users of Frontline Workforce Management features.
Create a Service Territory: A service territory represents the geographic or functional area where your business operates.
Adjust Your Workload Data: Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment.
Show Role-Based AI-Generated Summaries with Enhanced Summaries: Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments.
Set Up Help Center with a Guided Setup Flow: Create a self-service help center in minutes with a quick guided setup flow. Name your help center and give it a URL. Select article topics and article authors. Create a contact form so customers can contact you if their questions aren’t answered.
How Does an Omni-Channel Flow Work?: When your customer initiates a chat, voice, or messaging conversation, launch an Omni-Channel flow to route the work item to a queue, skill, service rep, or bot.
Set Up HR Agentforce Assets Before Activation: Configure the dependencies that each HR Agentforce asset needs before you activate it. Most assets use connector authentication, Service Catalog Item setup, or both, plus a few asset-specific variables.
Anomaly Correction (Missed Punches) Subagent: Handles flagging and correcting timecard anomalies, such as missed punches, late arrivals, early departures, and missed meal breaks, or logging a new entry the employee forgot to punch.
Apply for Corporate Credit Card: Deploy this template to provide employees with a standardized way to apply for a corporate credit card.
HR Service Catalog Library: Accelerate your time to value by providing your employees with a library of out of the box intake and fulfillment workflows for high demand HR needs. These preconfigured service templates cover common scenarios like payroll, leave requests, and benefits, allowing you to deploy professional self service experiences without designing processes from scratch. You can run these workflows as standalone processes for internal fulfillment or link them to third party HR systems using prebuilt connectors.
CCP to UEL Migration FAQs: Review common questions about CCP to UEL migration, including rollback, downtime, inactive users, phased rollout, sandbox testing, error handling, and post-migration license behavior.
Change Job Location Action: Employees use this action to request a change in their work location through the HR service agent.
Change Job Location: Deploy this template to standardize requests regarding office relocations, moving between corporate sites, or transitioning to remote status.
Close Employee Case Action: Closes one of the logged-in employee's own cases, identified by its case number.
Connector Based HR Service Templates: Use these templates to automatically sync core workforce actions directly with your external systems of record. Provide employees and HR service representatives with structured intake forms that seamlessly pass data to third-party HR, identity, and financial platforms via preconfigured connectors. This ensures instant data consistency across your integrated HR tech stack, minimizes manual data entry errors, and triggers automated downstream workflows.
Compensation And Rewards Management Subagent: Handles requests related to viewing employee compensation details, total rewards statements, salary breakdowns, bonus calculations, and pay band positioning.
Restrict Confidential Case Access with Case Visibility Policies: Use case visibility policies, the recommended approach for new implementations, to deploy pre-built visibility rules on the Case object directly from the Employee User Settings card in Setup without creating custom sharing rules or writing code.
Protect Confidential Cases with the Public Complaint Case Junction Entity: Before case visibility policies, filing a confidential case required the public complaint case junction entity. With the junction entity, you set the required access and system settings, and your employees submit confidential reports through the Employee Portal or Agentforce, where reports are flagged and routed to HR. For new implementations, use case visibility policies.
Correct Missed Punch Action: Files a missed punch or timesheet anomaly correction as a case through Unified Catalog. Use when the employee wants to correct a missed punch, late arrival, early departure, or missed meal break, or to log a new entry they forgot to punch.
Create Confidential Case Action: Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists.
Create Bills: Deploy this template to allow HR Service Representatives to standardize the process of creating new financial bills.
Create Case Comment Action: Adds a comment to one of the logged-in employee's own cases, identified by case number.
Create Employee Case Action: Creates a new support case for the logged-in employee. The running user is the contact and owner of the case.
Create Employee Goals Action: Employees and managers use this action to create new performance goals in the connected external HR system.
Create an Employee Record: Create an employee record to manage employee profile and access to the employee portal.
Create Performance Goals: Deploy this template to provide employees with a standardized way to create new performance goals.
Create Self Appraisal Action: Drafts a rich-text self-appraisal based on performance goals and employee instructions.
Delete Employee Goals Action: Employees and managers use this action to remove performance goals that are no longer relevant or were created in error.
Delete Performance Goals: Deploy this template to provide employees with a standardized way to request the removal or deletion of performance goals.
Configure HR Service Features and Feature Sets: Explore, set up, configure, and monitor HR Service features and feature sets in one streamlined Salesforce Go experience after initial setup. Access resources such as videos, online tours, Trailhead, and Salesforce Help to learn about features and complete configuration, discover additional HR Service features and eligible add on licenses based on your edition, and if the Your Account app is enabled, purchase select add ons directly from Salesforce Go.
Employee Confidential Reporting Subagent: Handle the secure detection, classification, and reporting of confidential concerns such as harassment, discrimination, and misconduct.
Employee Payroll Management Subagent: Handles requests related to viewing employee pay period schedules and paycheck records for a pay period, including earnings, deductions, taxes, and informational records. Also explains pay variances between periods, identifies paycheck discrepancies, and verifies whether specific pay adjustments or bonuses were applied.
Ergonomic Workplace Assessment: Deploy this template to provide employees with an intake standard to flag, request, and address work environment ergonomic adjustments.
General HR Service Templates: Manage standard workforce requests, personal profile updates, and operational workplace workflows with structured service templates. Consistent data collection helps teams route requests efficiently through manual fulfillment or custom flows.
UEL FAQs: Review common questions about the Unified Employee License (UEL), including its purpose, supported capabilities, prerequisites, troubleshooting, and how it works with HR Service.
Get All Onboarding Wizards Action: Retrieves a summary of all onboarding wizards available in HiBob, including wizard name, ID, and description.
Get Employee Case By ID Action: Retrieves details of one of the logged-in employee's own cases by its case number, including subject, description, status, priority, and origin.
Get Employee Cases Action: Retrieves the list of cases belonging to the logged-in employee. Returns the employee's own cases as a JSON list along with a count of how many cases were found.
Get Employees For Shift Swap Action: Gets eligible employees for shift swapping by retrieving roster records from Deputy for other employees who are scheduled on a specific shift date. Use when the user wants to swap shifts or see who is available to swap shifts.
Get Employee Goals Action: Employees and managers use this action to retrieve and view current performance goals.
Get Open Tasks For Employee Action: Retrieves the list of open tasks from HiBob for the current user. Returns task details such as title, description, status, and due date for tasks that are not yet complete.
Get Payroll Discrepancy Action: Gets the employee's paychecks for two pay periods so the agent can compare them and explain pay variances.
Get Performance Summary Action: Retrieves a performance summary from BambooHR for the current user. This includes all of their performance goals including title, status, percent complete, due date, and description for each goal.
Get Worker Direct Deposits Action: Retrieves all direct deposit account details from Paychex for the current employee, such as account number, account type, routing number, payment type, value, priority, and start date for each deposit.
Get Worker Paychecks Action: Gets all paycheck records for the current employee from Paychex for a given pay period. Each record includes the check date and its earnings, deductions, taxes, and informational items.
Goal Management Subagent: Handle employee actions related to creating, retrieving, updating, or deleting goal details.
Get Picklist Items Action: Retrieves standardized categories to gather specific data during the conversation before a confidential case is created.
Import Employees from SAP SuccessFactors: To import employee details from SAP SuccessFactors to Salesforce, enable the integration feature to establish a connection between the two platforms.
Set Up the HR Service Solution: Use Salesforce Go to quickly set up the HR Service solution, which includes installing metadata, setting up accounts, configuring the self-service portal, and assigning permissions. This Jumpstart solution provides ready-to-use configurations for HR Service features.
Internal Departmental Transfer: Deploy this template to standardize the process of transferring an employee to a new department, initiated either by a Manager or an HR Fulfiller.
Jury Duty Leave Notification: Deploy this template to give employees a structured method to log jury duty leave alerts and hand off necessary compliance details.
Manage Employee Cases Subagent: Manages all case-related operations for the logged-in employee, such as creating a new case, listing their own cases, looking up a specific case by its case number, adding a comment to one of their cases, and closing one of their cases.
Mark Task As Complete Action: Marks an employee task as complete in HiBob and creates a case to track the request.
Migrate from Customer Community Plus to Unified Employee License: Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL) to streamline administration by establishing employees as first-class, standard Salesforce users. This migration simplifies employee onboarding, provides consistent organizational coverage, and enables modern platform capabilities across Agentforce IT Service, HR Service, and Slack collaboration. Migrating to UEL also eliminates hierarchical disruptions where reporting lines were restricted by license type.
Migrate from Work.com to HR Service (For UEL Users): HR Service is a comprehensive redesign of Work.com. Migrating from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model. The migration retains the PUL-to-PUL user mapping. PUL (Platform User License) users are not migrated to UEL (Unified Employee License) users.
Migrate to HR Service: Set up licenses, permissions, and migration tooling to migrate Work.com employee data to HR Service.
Migrate to UEL: Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL).
Migration FAQs: Review common questions about migrating from Work.com to HR Service, including feature parity, licensing, phased rollout support, and data model behavior.
Manage Employee Tasks Subagent: Manages all employee task-related operations, such as viewing open tasks, marking tasks as complete, and viewing onboarding wizard summaries.
Synchronize User Data from Microsoft Entra ID to Salesforce: Synchronize employee information from directory providers such as Microsoft Entra ID with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Microsoft Entra ID and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Microsoft Entra ID. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave.
Name Change or Personal Identity Update: Deploy this template to construct a secure pathway for employees to declare legal name changes or modify core identity indicators.
Onboard Employees with Unified Employee License: Unified Employee License (UEL) is Salesforce’s standard license for employee use cases, simplifying employee access while enabling wall-to-wall coverage across the organization. By replacing fragmented employee licenses with a single, right-sized model, UEL streamlines administration, supports seamless employee onboarding, and unlocks modern platform capabilities. UEL offers manager provisioning, along with support for Agentforce actions, employee provisioning, Unified Catalog items, and employee enablements to help employees and managers work efficiently at scale.
Onboarding Wizards Subagent: Handles HR user queries related to onboarding wizards and programs available in HiBob.
Paychex Direct Deposit Management Subagent: Handles requests related to managing direct deposit details for employees who use Paychex. Fetches account number, account type, routing number, payment type, value, priority, and start date information, and updates the value or payment type on a direct deposit.
Post Migration Checks: Platform User License (PUL) users and UEL users have different sharing behavior. Without the right controls, PUL users might edit cases they do not own or view internal case comments. Review the settings below to prevent unintended access. While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration.
Provision User Records for Custom Integrations: Learn how to import employee data with a custom integration, configure user provisioning, and manage large datasets while avoiding duplicate records and platform limits.
Report Payroll Discrepancy Action: Submits a payroll discrepancy report for an employee by creating a service request and a related case. Use it when a user directly reports a payroll issue, or as a follow-up to the Get Payroll Discrepancy action to file a case for the affected pay period.
Request Workplace Accommodation Action: Employees use this action to request workplace accommodations (for example, ergonomic furniture or specialized equipment) through the HR service agent.
Report Confidential Issues: Learn how employees can securely submit confidential reports through the Employee Portal or Agentforce, with issues automatically flagged and routed to HR.
Salesforce-SAP SuccessFactors Integration: Keep your employee data accurate and in sync between Salesforce and SAP SuccessFactors. With this integration, you can import employee records, including contact details and manager relationships, and automatically update profiles based on employment status changes. This integration ensures a single, consistent view of your workforce data, streamlining HR and service processes. All employee records are saved in Salesforce, with contact information in Person Accounts and employee details in the Employee object.
Set Up Confidential Case Reporting: Give employees a secure and discreet way to report confidential workplace issues, with safe routing based on the type of issue.
Set Up User Access Policies for UEL Migration: After the migration is successful, assign the required permission sets to your migrated employee users. We recommend assigning the Employee Enablement Program Unified Employee User and the Employee Hub Unified Employee User permission sets.
Set Up HR Service with Salesforce Go: Salesforce Go simplifies service setup by providing an intuitive, streamlined platform to configure and deploy your service operations quickly and efficiently. You can leverage Salesforce Go features, feature sets, and tailored solution bundles to rapidly configure and deploy your service offerings with precision and scale.
Shift Swap Subagent: Handles employee requests to swap shifts with coworkers via Deputy, including finding eligible employees for shift swapping and submitting shift swap requests.
Spot Bonus and Reward Nomination: Deploy this template to provide managers and employees with a standardized path for nominating colleagues for spot bonuses and rewards.
Submit Resignation Action: Employees use this action to formally submit their resignation through the HR service agent.
Submit Resignation: Deploy this template to give employees a structured, confidential framework to submit a formal resignation or exit request.
Submit Team Recognition: Deploy this template to provide employees with a standardized way to recognize their peers and submit team recognition requests.
Swap Shifts Action: Sends a shift swap request to other employees for swapping shifts. The employee can specify the shifts they want to swap and the employees they want to swap with. Call this action after GetEmpForShiftSwap to get the required employee IDs and shift IDs.
Sync Employee Profile by Status with SAP SuccessFactors: Enable the Employee Data Import integration app in your Salesforce org to sync comprehensive employee profiles between SAP SuccessFactors and Salesforce. As part of this sync, you can link SAP SuccessFactors employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The app also updates other employee details from SAP SuccessFactors, such as end date, reporting manager, and address changes in their Salesforce profiles.
Post Migration Checks: While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration:
Before You Begin: Before starting migration, make sure your organization meets the prerequisites required to maintain data integrity and prevent system errors.
Update Bills: Deploy this template to allow HR Service Representatives to standardize modifications or updates to existing bills.
Update Employee Goals Action: Employees and managers use this action to modify details, dates, or the status of existing performance goals.
Update Performance Goals: Deploy this template to provide employees with a standardized way to update existing performance goals.
Verify Pay Adjustments Action: Verifies whether a specific pay adjustment (earning or deduction) was applied to the current employee's recent paychecks in Paychex.
View Salary And Total Rewards Action: Retrieves the logged-in employee's total rewards breakdown, including base annual salary and bonus pay component details, from the connected HCM (Paychex). This action only returns the logged-in employee's own compensation.
Workplace Accommodation: Deploy this template to provide employees with a standardized way to request physical or operational workplace accommodations.
Create and Edit Idea Themes: Use the Idea Themes tab in both the application and the console to create and edit Idea Themes for the Experience Cloud sites that you manage.
Managing Idea Themes: From the Idea Themes detail page, you can manage an idea theme and its related ideas.
Working with and Using Idea Themes: Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company.
Enable Idea Themes: Enable idea themes, so community members can collaborate and add ideas to the idea theme.
Use Idea Themes: Click the Idea Themes tab to view, filter, moderate, and create themes from lists.
Understand and Work with Ideas: The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.
Select Picklist Values and Defaults for a Zone: After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value.
Comment on Ideas: Comments are plain text responses to posted ideas that enable discussions about the ideas.
Add Apex Triggers to Idea Comments: Adding Apex triggers to Idea Comments lets you perform actions related to comments that users post to an idea.
Use Zones to Organize Idea Communities: Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations.
View Activity for Ideas and Questions: In an Experience Cloud site, activity statistics for Ideas and Questions appear on your profile page. Others can visit your profile and learn about your participation. Counted activities include things like how many posts you’ve made and how many likes you’ve received.
Migrate to the Community Application: If your organization enabled Ideas before the Winter '10 release, we recommend that you migrate to the new Community application. The Community application replaces the Ideas application in the Lightning Platform app menu and includes the Ideas and Answers tabs. Answers is a feature of the Community application that enables users to ask questions and have community members post replies. Community members can then vote on the helpfulness of each reply, and the person who asked the question can mark one reply as the best answer.
Ideas Standard and Custom Fields: Administrators can customize Ideas standard and custom fields to meet the needs of an organization's unique requirements.
Set Page Layouts for Ideas: When you create a custom field for Ideas, you can add it to the Additional Information section that appears on the Post Idea and Idea Detail pages.
Merge Ideas: Merge duplicate ideas together so one idea becomes the parent to one or more child ideas.
Enabling the Categories Field: Switch from the Category field to the multi-select Categories field which allows zone members to associate more than one category with an idea.
View Your Recent Activity Page: Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. Here’s how to access it.
Create and Edit Zones: Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization.
Encouraging Innovation with Idea Reputation: Reward the most influential and innovative members of your Ideas community by acknowledging their participation and contribution to the community.
Working with and Using Ideas: Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.
View Ideas: Learn the different ways to view Ideas in Salesforce.
Vote on Ideas: Promote or demote ideas to change their score.
Field Service Intelligence Dashboards: Field Service Intelligence dashboards display key field service performance metrics and provide data-driven visuals.
Assets Management Dashboard: Understand and monitor your active assets. Keep up with your organizational goals for average asset uptime, unscheduled downtime, and SLA compliance for asset services.
Parts and Inventory Dashboard: Get insights on your inventory and products. Track and analyze stock levels, consumption rates, demand, and request statuses.
Resource Management Dashboard: Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual metrics against team and organizational benchmarks.
Service Appointments Dashboard: Understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes.
Work Orders Dashboard: Understand and monitor work across territories based on status, priority, and other attributes. View trends and keep up with your organizational goals.
Create a Data 360 Salesforce CRM Connection: Before installing the Service data kit and Field Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud).
Install Field Service Intelligence: After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Field Service Intelligence.
Enable Service Features for Field Service Intelligence: To install the Field Service Intelligence data kit, you need to enable certain Agentforce Service (formerly Service Cloud) features, even if they're not currently in use for your operations.
Field Service Intelligence (CRMA): Determine whether you're meeting your customer service goals with easy-to-understand data visualizations that help you improve operations and reduce costs. Field Service Intelligence includes Data 360, CRM Analytics, and Agentforce Service (formerly Service Cloud).
Set Up Field Service Intelligence: Use the Field Service Intelligence Setup page to walk through the steps for Data 360 prerequisites, and then install Field Service Intelligence.
Resolve Interruptions with Customer Service Incident Management: With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release.
Add a Broadcast Site Banner to Your Help Site: Proactively notify customers about an ongoing incident by adding a banner to your website. You can only add a broadcast site banner to a site that doesn’t have an active banner.
Add Broadcast Communications to Incident Record: To let your users create broadcasts when an incident occurs, like broadcast emails or site banners, add the Broadcast Communications related list to the Incident page layout.
Add the Incident Alerts Utility to a Lightning Console App: To let users receive broadcast alerts when an incident occurs, add the Incident Alerts utility item to your Lightning console app. This step is required only for users with custom Lightning apps and is enabled automatically for Lightning Service Console users.
Add Related Items to Your Incident and Case Page Layouts: To see case-related incidents, problems, and change requests from the case record, add a related list to the Case page layout. And for orgs with Customer Service Incident Management enabled before Winter ’24, add the Product field to see related products from the Incident page layout.
Add the Site Banner Component to Your Sites: To let users add a banner to your Aura and LWR sites, add the Site Banner component to your site in Experience Builder. You can also customize the look and feel of your banner.
Admin Setup: Set up a streamlined work plan process for your incident management teams.
Customize the Incident Alerts All Tab: Show a custom incident list view from the Incident Alerts utility All tab. By default, an out-of-the-box All Incidents (Default) list view is shown.
Assign a Broadcast Topic to a Slack Channel: To let users share incident updates in Slack, assign a broadcast topic to one or more Slack channels. When an incident occurs, incident teams can then send broadcast Slack messages to a channel in Slack based on a broadcast topic.
Assign a Broadcast Topic to a Group: To send a broadcast alert to a predetermined set of Salesforce users, assign a broadcast topic to one or more groups. When an incident occurs, incident managers can then send broadcast alerts to a group in Salesforce based on a broadcast topic.
Assign a Broadcast Topic to a Network Site: To let users add a broadcast site banner to your Aura and LWR sites, assign a broadcast topic to one or more network sites. Assigning the broadcast topic to a network site creates a link between a broadcast topic and your Experience Cloud sites. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic.
Use Broadcast Communications: Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners.
Cases and Incidents: Learn how cases and incidents help your service teams resolve customer issues of different scale.
Create a Broadcast Topic for Broadcast Site Banners: To let users create a broadcast site banner, first create at least one broadcast topic. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic.
Create a Broadcast Topic for Broadcast Alerts: To let incident managers send a broadcast alert, first create at least one broadcast topic. When an incident occurs, incident managers can then send broadcast alerts to groups based on a broadcast topic.
Create a Broadcast Topic for Broadcast Slack Messages: To let incident teams send a broadcast Slack message, first create at least one broadcast topic. When an incident occurs, users can then send broadcast Slack messages to Slack channels based on a broadcast topic.
Create a Change Request: To roll out a solution to a problem and resolve an incident, create a change request.
Create an Entitlement for Incidents: Create an entitlement and link it to your entitlement process to resolve incidents correctly and on time.
Create an Incident: Create an incident record to track and identify a disruption that involves a large number of customers. Incidents are best suited to resolve wide-spread customer issues that require collaboration from multiple teams.
Create a Work Plan: After you identify an incident’s problem and create a change request, create a work plan to outline the required steps to resolution.
Create a Work Plan Template: Simplify work plans for your incident management reps with work plan templates.
Delete a Broadcast Slack Message: Delete a broadcast Slack message from the Slack channel, without leaving the Service Console, when an incident is resolved or no longer relevant.
Enable Broadcast Alerts: Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs.
Enable Broadcast Emails: Enable broadcast emails to let users send an email with critical information to impacted customers.
Enable Customer Service Incident Management: Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce.
Enable Broadcast Site Banners: Enable broadcast site banners to let users add a banner with critical information to your Aura and LWR sites.
Enable Broadcast Slack Messages: Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs.
Identify an Incident: Quickly identify when a widespread customer issue occurs that involves stakeholders from multiple teams and work toward resolution with incidents.
Identify Problem-Related Issues: As you work to diagnose the problem and resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists.
Customer Service Incident Management Objects and Fields: With Customer Service Incident Management your service teams get the tools and workflows they need to provide greater visibility and faster responses to disruptions. Here’s how.
Identify Change Request-Related Issues: As you work to resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists.
Identify Incident-Related Issues: As you work to identify and resolve an incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists.
Report On Customer Service Incident Management: See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users.
Resolve an Incident: After your incident management team diagnoses the problem and finds a solution, they can use change requests to let service teams facilitate the necessary steps and ensure that the problem or incident doesn’t reoccur.
Respond to a Broadcast Alert: To act on a broadcast alert, you can attach related cases to recent and ongoing incidents in the Incident Alerts utility. You can also open the incident to get caught up on the details. To use the Incident Alerts utility, an admin must add it to your Service app.
Roll Out a Fix with Work Plans: Use a work plan and its work steps to outline a series of steps required to submit a change request and resolve an incident.
Customer Service Incident Management Sample Flows: Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process.
Send a Broadcast Alert: When an incident occurs, send an alert to the appropriate team members so that they can take direct action and quickly resolve the issue. The alert is routed to the team based on the topics that are assigned to the group. For example, if an incident related to a hardware issue occurs, then you select Hardware Issue as the broadcast topic. The incident group that handles hardware issues is then notified.
Send a Broadcast Email: Send an email to customers impacted by an incident. You can send an email to a defined contact list. Or, if cases or products are attached to the incident, you can send a broadcast email to the case or product contacts.
Send a Broadcast Slack Message: Keep stakeholders and leadership teams in the loop when an incident occurs with broadcast Slack messages. A broadcast Slack message is visible to all users who have access to the associated Slack channel.
Set Up an Entitlement Process for Incidents: Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident.
Set Up Customer Service Incident Management: Learn how to turn on Customer Service Incident Management and give users access. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release.
Set Up Broadcast Alerts: To let users send an in-app alert when an incident occurs, enable broadcast alerts, create a broadcast topic, and assign it to a group. Then, if using a custom Lightning console app, add the Incident Alerts widget to your console.
Set Up Broadcast Site Banners: To let users add a broadcast site banner to your Aura and LWR sites when an incident occurs, enable broadcast site banners, create a broadcast topic, and assign it to a network site. Then, add the Site Banner component to your sites in Experience Builder.
Set Up Broadcast Communications: To help your team share updates with your customers at scale during an incident, set up Broadcast Communications.
Set Up Broadcast Emails: To let users send a broadcast email when an incident occurs, enable broadcast emails, manage or create a contact list view, or let your users send a broadcast email to case or product contacts related to the incident.
Set Up Broadcast Slack Messages: To let users share incident updates in Slack, set up the Service for Slack app, enable broadcast Slack messages, create a broadcast topic, and assign it to a Slack channel.
Create a Custom Broadcast Slack Message Template: To send broadcast Slack messages that are customized to your business needs, create custom broadcast Slack message templates. By default, the template is set to Incident Updates in Slack (Default).
Set Up Customer Service Incident Management Flows: To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request & Related Issues, complete the setup.
Swarm on an Incident, Problem, or Change Request: To quickly resolve a show-stopping incident, start a swarm in Slack and collaborate with subject matter experts. Support reps can swarm on an incident to keep the team up to date and share updates. DevOps teams can swarm on a problem to assemble the best team to find the root cause. Support reps and DevOps teams can swarm on a change request to align on a solution.
Track an Incident: When a widespread issue occurs, stay on top of it with incident routing in Omni-Channel and customer service level agreements.
Update a Broadcast Slack Message: To keep stakeholders informed without sending a new broadcast Slack message, update a broadcast Slack message’s incident fields to reflect the latest changes.
What’s Customer Service Incident Management?: In today’s digital world, service disruptions are inevitable. Web outages occur. Code changes or corrupt data bring down servers. Severe weather causes power outages or delivery delays. When service incidents like these happen to your business, you want to analyze the cause, streamline service operations, and minimize downtime. You can take those steps with Customer Service Incident Management from Agentforce Service (formerly Service Cloud).
Install and Deploy the Service Data Kit: Data kits provide templates for mapping Salesforce data to the Data 360 data model. The Service data kit activates standard objects, such as Case and Account, to identify service trends. The Proactive Service kit installs the Service Campaign and Service Campaign Member Data Model Objects (DMOs) along with their required mappings. These mappings enable the system to track outreach progress and link customer segments to specific service initiatives.
Install and Enable Proactive Service Intelligence: Activate the core Proactive Service application to enable the centralized setup interface and the analytical dashboards used to monitor campaign performance.
Industries Service Innovations for Service: Service Innovations, a collection of components from Industries available in Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer cases and proactively address issues.
Set Up Salesforce IT Desk in Teams: Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams.
Action Plans for IT Services: Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.
Create and Link Evidence Artifacts for IT Compliance: Respond to evidence requests by creating a new artifact and uploading files, or by linking an existing artifact that already satisfies the request. If the same evidence artifact applies to multiple requests, link the existing file instead of creating duplicates.
Advanced Approvals for IT Services: Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows.
Agentforce for IT Service: Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming.
AI Actions for Employee Lifecycle Management: Employees can request onboarding, offboarding, promotions, transfers, resignations, role changes, and manager changes using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Streamline employee transitions and reduce time to resolution for lifecycle events.
Agentforce for IT Employees: Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available.
AI Actions for Approval Management: Managers can review pending approvals and take action using Agentforce in a channel of their choice, such as the employee portal, Slack, or Teams. Get contextual summaries of open approvals and make faster, more informed decisions.
AI Actions for Cloud Resources Management: Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution.
AI Actions for Collaboration Management: Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution.
AI Actions for Compliance Management: Employees can report compliance issues, access data privacy policies, and manage regulatory requests using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate guidance on corporate governance, data handling standards, and compliance training to reduce time to resolution.
AI Actions for Facilities Management: Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity.
AI Actions for Hardware Request Management: Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution.
AI Actions for IT Security Management: Employees can report security incidents, request firewall changes, manage certificates, and initiate security reviews using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure rapid threat response and streamlined security operations to protect corporate assets.
AI Actions for Network Management: Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime.
AI Actions for Policy Query Management: Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions.
AI Actions for Employee Request Management: Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution.
AI Actions for Software Management: Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools.
AI Actions for Calendar Management: IT service desk members can schedule meetings, coordinate calendars, and manage event invitations by using Agentforce in their preferred channel. Streamline meeting coordination by creating events based on attendee availability, adding or removing participants, and handling the complete invitation process to reduce scheduling time and conflicts.
AI Actions for CMDB Management: Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items.
AI Actions for Change Request Management: Agentforce automatically populates key fields such as change type, business justification, impact analysis, and risk level. This automation streamlines scheduling, reduces manual effort, and improves the change request management process.
AI Actions for Incident Management: Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle.
Agentforce for IT Desk: IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits.
AI Actions for Problem Management: Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle.
Agentforce IT Service AI Actions Metering: Agentforce IT Service AI actions consume credits based on assigned permissions, execution context, and action type. Eligible actions running in a user context are unmetered through assigned permission set licenses. Actions running in a system context, including proactive assistant actions, are non-billable and automatically excluded from metering.
Set Up Agentforce for IT Services: Enable the required settings and create agents for your employees and IT team using the templates.
Additional Settings for IT Service Agents: Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data.
Create and Configure the IT Service Employee Agent: Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses.
Create and Configure the IT Service Fulfiller Agent: Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle.
Set Up Automated Incident Triage for IT Services: Configure incident triage to automatically detect duplicate incidents, identify relationships to active major incidents, find information gaps, and notify employees when incidents are created in your IT service org.
Prerequisites to Set Up Agentforce for IT Services: Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes.
AI Agent for API Key Management: API Key Assistance is a conversational specialized AI agent that helps employees securely manage API keys and authentication tokens. Use this agent to generate credentials for internal and external services, and run scheduled or as-needed key rotations. This agent ensures secure provisioning and minimizes credential exposure.
AI Agent for Application Support Resolution: Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues.
AI Agent for Application Password Reset Assistance: Application Password Reset Assistance is a conversational specialized AI agent that securely helps employees reset passwords for business applications. Use this agent to create password reset requests, verify employee identity, and reset credentials for supported applications. This agent reduces IT helpdesk ticket volume and minimizes downtime caused by application login issues. This agent handles application passwords only, it doesn't support system, network, or operating system password resets.
AI Agent for Audiovisual Support Resolution: Audiovisual Support Assistance is a conversational specialized AI agent that helps employees manage audio-visual hardware and display systems in conference rooms. Use this agent to configure projectors, calibrate displays, troubleshoot connectivity issues to keep meetings running smoothly. This agent supports technical audio-visual operations for presentations and collaborative sessions.
AI Agent for Badge Access Management: Badge Access Assistance is a conversational specialized AI agent that helps employees manage physical access for corporate facilities. Use this agent to issue new employee ID badges, replace lost or damaged badges, create temporary visitor passes, and verify identity for badge requests. This agent ensures secure facility access management.
AI Agent for Calendar Management: Calendar Assistance is a conversational specialized AI agent that helps employees automate calendar management and coordinate meetings. Use this agent to schedule events, send meeting invitations, update attendee lists, and manage calendar coordination tasks. This agent streamlines meeting logistics and event scheduling.
AI Agent for Certificate Lifecycle Management: Certificate Management Assistance is a conversational specialized AI agent that helps employees manage digital certificates and SSL credentials. Use this agent to identify expiring certificates, install updated certificates, and troubleshoot encryption-related errors. This agent ensures uninterrupted service and maintains secure communications.
AI Agent for Cloud Resource Management: Cloud Resources Assistance is a conversational specialized AI agent that helps employees provision and operate cloud resources, such as virtual machines and remote desktops. Use this agent to provision virtual machines and storage, and set up development stacks, restart services, update firewall configurations, access databases securely, and report issues with virtual machines. This agent streamlines cloud operations, supports secure access, and helps maintain reliable cloud environments.
AI Agent for Data Backup Management: Data Backup Assistance is a conversational specialized AI agent that helps employees manage data protection and recovery operations. Use this agent to initiate backups as needed, configure virtual machine backup schedules, run synchronization tasks, and resolve data integrity issues. This agent ensures data availability and supports business continuity.
AI Agent for Device Return Processing: Device Return Assistance is a conversational specialized AI agent that helps employees coordinate the return of corporate hardware assets. Use this agent to create device return requests for hardware upgrades, repairs, or offboarding, verify asset details, and ensure proper equipment recovery. This agent streamlines the hardware return process.
AI Agent for Device Security Management: Device Security Assistance is a conversational specialized AI agent that helps employees maintain security compliance on corporate-managed devices. Use this agent to enroll laptops and mobile devices into Mobile Device Management (MDM) platforms, report malware, or unauthorized access, and respond to security threats. This agent ensures that encryption and software standards are met for device protection.
AI Agent for Device Troubleshooting Resolution: Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management.
AI Agent for Distribution List Management: Distribution List Assistance is a conversational specialized AI agent that helps employees manage corporate communication channels and collaboration platforms. Use this agent to provision Slack and Teams workspaces, set up Email distribution lists, manage shared mailboxes, and update group ownership. This agent streamlines communication infrastructure management.
AI Agent for Endpoint Management: Endpoint Assistance is a conversational specialized AI agent that helps employees monitor and optimize workstation health and hardware visibility. Use this agent to diagnose system performance issues, deploy monitoring software for device telemetry, retrieve information on assigned IT assets, and address performance bottlenecks. This agent maintains accurate hardware records and improves workstation reliability.
AI Agent for Facilities Management: Facilities Assistance is a conversational specialized AI agent that helps employees manage building and workplace environment requests. Use this agent to address climate control issues, request cleaning services, report physical maintenance needs, and handle office environment concerns. This agent focuses on non-IT facility operations.
AI Agent for Google Workspace Support: Google Workspace Assistance is a conversational specialized AI agent that helps employees manage Google Workspace services and collaborative resources. Use this agent to provision shared drives, manage group memberships, transfer data ownership, and update user access levels. This agent maintains organizational governance and ensures project continuity.
AI Agent for Guest Check-in Management: Guest Check-in Assistance is a conversational specialized AI agent that helps employees manage visitor registrations and guest access. Use this agent to register upcoming visitors, request access approvals, provide visitor Wi-Fi credentials, and answer guest policy questions. This agent facilitates secure and efficient guest management.
AI Agent for Hardware Request Fulfillment: Hardware Request Assistance is a conversational specialized AI agent that helps employees request corporate hardware and peripherals. Use this agent to order equipment, request loaner devices, access hardware specifications and compatibility guides, and report hardware failures. This agent validates requests against corporate policy.
AI Agent for Infrastructure Provisioning: Infrastructure Provisioning Assistance is a conversational specialized AI agent that helps employees request new IT infrastructure resources. Use this agent to provision virtual machines, create Kubernetes clusters, and set up specialized test environments. This agent focuses exclusively on initial infrastructure creation and set up.
AI Agent for Internal Application Support: Internal Applications Assistance is a conversational specialized AI agent that helps employees troubleshoot proprietary and custom-built enterprise applications. Use this agent to diagnose application-specific issues, report performance degradation, resolve functional errors, and address access issues within internal business systems. This agent provides dedicated support for in-house applications.
AI Agent for IT Approval Management: IT Approval Assistance is a conversational specialized AI agent that helps employees review and process IT approval requests. Use this agent to view pending approvals, access request summaries, and approve or reject requests directly through conversational interaction. This agent streamlines the approval workflow.
AI Agent for IT Policy Guidance: IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance.
AI Agent for Knowledge Management: Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles.
AI Agent for Laptop Refresh Management: Laptop Refresh Assistance is a conversational specialized AI agent that helps employees request scheduled hardware replacements. Use this agent to initiate laptop and monitor refresh requests for devices that are end-of-life, past warranty, or due for scheduled replacement. This agent facilitates the hardware lifecycle refresh process.
AI Agent for Software License Management: License Audit Assistance is a conversational specialized AI agent that helps employees manage software license compliance and inventory. Use this agent to track user entitlements, identify assigned software, revoke unused licenses, and execute audit operations. This agent optimizes costs and ensures efficient resource allocation.
AI Agent for Log Access Management: Log Access Assistance is a conversational specialized AI agent that helps employees get system and application diagnostic logs. Use this agent to request log extraction across server, cloud, and application environments, define parameters such as time frames and log levels, and facilitate secure delivery. This agent provides telemetry for root-cause analysis.
AI Agent for Lost Device Resolution: Lost Device Assistance is a conversational specialized AI agent that helps employees protect corporate data on lost or stolen devices. Use this agent to report missing equipment, execute immediate device locking, perform remote factory resets, and prevent unauthorized data access. This agent manages emergency security protocols for lost hardware.
AI Agent for Mobile Plan Management: Mobile Plan Assistance is a conversational specialized AI agent that helps employees manage corporate mobile service plans and connectivity. Use this agent to upgrade or downgrade cellular plans, activate international roaming packages, manage data add-on, and prevent overage charges. This agent ensures global connectivity while optimizing costs.
AI Agent for Network Issue Resolution: Networking Assistance is a conversational specialized AI agent that helps employees troubleshoot network connectivity and manage access to network resources. Use this agent to diagnose network issues, facilitate VPN access requests, manage permissions for internal infrastructure, and resolve connectivity problems. This agent focuses exclusively on network-related support.
AI Agent for Offboarding Management: Offboarding Assistance is a conversational specialized AI agent that helps managers initiate employee offboarding processes. Use this agent to create offboarding requests for departing employees and capture administrative details to trigger the offboarding workflow. This agent handles the primary intake for employee departures.
AI Agent for Office 365 Support Resolution: Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems.
AI Agent for Office Relocation Assistance: Office Relocation Assistance is a conversational specialized AI agent that facilitates seamless workplace transitions by coordinating IT infrastructure moves and hardware logistics. Use this agent to schedule technical teardowns, track physical asset movement, manage bulk workstation deployments, and validate that equipment is fully operational at the new location. This agent ensures continuity of IT services during office relocations and minimizes employee downtime on moving day.
AI Agent for Onboarding Management: Onboarding Assistance is a conversational specialized AI agent that helps managers initiate employee onboarding processes. Use this agent to create onboarding requests for new hires and capture preliminary data to begin the onboarding workflow. This agent handles the primary intake for new employees.
Specialized AI Agents for IT Service Management: The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity.
AI Agent for Password Manager Support: Password Manager Assistance is a conversational specialized AI agent that helps employees maintain corporate password manager vaults. Use this agent to update stored credentials, delete outdated or compromised entries, troubleshoot synchronization issues, and ensure vault hygiene. This agent supports password security and compliance.
AI Agent for Phone Support Resolution: Phone Assistance is a conversational specialized AI agent that helps employees manage corporate telephony systems and desk phones. Use this agent to deploy physical phone units, assign extensions, manage phone configurations, and troubleshoot Voice over Internet Protocol (VoIP) connectivity issues.
AI Agent for Printer Issue Resolution: Printer Assistance is a conversational specialized AI agent that helps employees manage printing infrastructure and resolve printer issues. Use this agent to troubleshoot printing problems, request new printer installations, order printer supplies such as ink and toner, and address hardware issues. This agent focuses exclusively on printer-related support.
AI Agent for Privileged Access Management: Privilege Access Assistance is a conversational specialized AI agent that helps employees request elevated system permissions and hardware access rights. Use this agent to request local admin privileges, turn on USB data transfer, manage time-bound access elevations, and process security exceptions. This agent ensures secure, authorized system access.
AI Agent for Salesforce Support Resolution: Salesforce Help Assistance is a conversational specialized AI agent that helps employees manage Salesforce access and resolve platform issues. Use this agent to provision new user accounts, modify role hierarchies and permission sets, troubleshoot platform errors, and resolve MFA lockouts. This agent streamlines Salesforce administration and CRM specific support.
AI Agent for Security Incident Management: Security Assistance is a conversational specialized AI agent that helps employees report security incidents and manage security compliance. Use this agent to report phishing attempts and potential breaches, enroll in mandatory security training, and request exceptions to corporate security policies. This agent supports an organizational security posture.
Create and Configure Specialized Agents from Templates: Create and configure specialized agents from agent templates to support your Agentforce Employee Agent for specific IT services. The agent configuration includes selecting templates, assigning agent names, and providing a company description. Then refine subagents and actions, and activate agents to go live for your employees.
AI Agent for SharePoint Support Resolution: Sharepoint Assistance is a conversational specialized AI agent that helps employees manage SharePoint sites and collaborate securely. Use this agent to provision or delete site collections, grant or revoke user permissions, manage access levels, and troubleshoot synchronization errors. This agent facilitates enterprise collaboration.
AI Agent for Software Support Resolution: Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle.
AI Agent for SSO Management: Single Sign-On Assistance is a conversational specialized AI agent that helps employees troubleshoot Single Sign-On authentication issues. Use this agent to resolve login failures, diagnose credential synchronization problems, and report application-specific Single Sign-On disruptions. This agent restores access to identity-protected services.
AI Agent for System and File Access Management: System and File Access Assistance is a conversational specialized AI agent that helps employees manage permissions for IT resources and shared folders. Use this agent to provision file share access, manage Active Directory group memberships, request database privileges, and revoke access rights. This agent streamlines identity and access management workflow.
AI Agent for System Password Reset Resolution: System Password Reset Assistance is a conversational specialized AI agent that helps employees reset network and system passwords. Use this agent to reset forgotten system and network passwords, reset settings for multi-factor authentication, and report password-related technical issues. This agent handles system-level credential recovery.
AI Agent for IT Ticket Management: Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle.
AI Agent for Vendor Employee Management: Vendor Employee Assistance is a conversational specialized AI agent that helps employees manage external partner and contractor access. Use this agent to provision temporary accounts for vendors, enforce time-bound access durations, revoke contractor credentials, and ensure security compliance for third-party access. This agent manages the external partner lifecycle.
Create and Validate an Automated Incident Triage: Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents.
Agentforce IT Service AI Usage and Metering: Determine whether Agentforce IT Service AI actions and MuleSoft for flow integrations consume credits. Metering depends on the product, assigned permissions, execution context, and whether an AI action is predefined, cloned, or custom.
Find the Right AI for Your IT Task: Use this guide to match your IT service requirement to the AI agent that handles it. Jump to a category to find the right agent for employees, specialized tasks, or IT fulfiller workflows.
AI Features for IT Services: Explore and set up AI tools that revolutionize IT service delivery. Turn on proactive assistance and create agents from prebuilt templates for IT teams and employees. Use Einstein features to automate tasks and help IT teams create detailed guided steps with the Service Assistant. Predictive actions identify high-risk issues, allocate resources, and improve service reliability
AI-Based Summaries for Risk Records in IT Compliance: Agentforce summarizes risk data, evaluations, and treatment history into a concise narrative for compliance leaders. This helps your team analyze potential impacts and understand current mitigation strategies without opening every related record. By providing clear rationales and suggested next steps, these summaries simplify stakeholder communication and help you decide treatment plans.
Case CSAT Analysis Dashboard for IT Services: Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can monitor the average case satisfaction score and its trend to gauge overall performance. Analyze case satisfaction by origin and priority to identify key areas for improvement.
Case Analytics Dashboards for IT Services: Use the Case Analytics Dashboards to understand and improve case handling. Gain insights into case volume, resolution times, escalations, and first-contact resolution rates, empowering various IT employees to make data-driven decisions that enhance customer satisfaction and operational efficiency.
Case Analytics Overall Analysis Dashboard for IT Services: Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well.
Change Management Dashboard for IT Services: Measure change progress and monitor by using customizable views with filters such as change type, risk level, priority, status, and category. Gain visibility into issues, enhance change success rates, and reduce unapproved changes.
Incident Manager Analytics Dashboards for IT Services: Enhance incident resolution and customer satisfaction with data-driven insights. This dashboard delivers key metrics on incident volume, resolution times, and SLA breaches. Incident Managers can proactively identify process inefficiencies, address service rep skill gaps, and improve overall service delivery.
Incident Manager Overall Analysis Dashboard for IT Services: Review and analyze key incident metrics to understand the overall health of your incident management process. Use this dashboard to monitor incident volume, mean time to resolve (MTTR), SLA breach percentage, and CSAT scores to identify trends and potential bottleneck.
Incident Manager Team Performance Dashboard for IT Services: Evaluate your team's performance in resolving customer cases effectively and maintaining program engagement. Use this dashbaord to see how incidents are shared among team members and across different groups and priorities.
IT Leadership Overview Dashboard for IT Services: Visualize and derive operational efficiency insights from key IT metrics such as incident volume analysis per employee and service representative resolution metrics. Analyze overall incident volume data by employee versus service representative to optimize resource allocation and enhance service response. Use the dashboard to manage IT costs, budgets, and drive innovation for digital transformation.
Analytics for Agentforce IT Service: Monitor performance, identify trends, and make data-driven decisions with Agentforce IT Service Analytics Dashboards. These Tableau-powered dashboards give your IT leaders and service teams the data they need for continuous improvement.
Knowledge Analytics Dashboard for IT Services: Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service.
Omni-Channel Analytics Dashboards for IT Services: Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery.
Omni-Channel Human Agent Performance Dashboard for IT Services: Evaluate the effectiveness of your service representative team and optimize omni-channel interactions by analyzing the key metrics. Use these insights to identify top performers, pinpoint areas that need additional training or support, and ultimately enhance overall efficiency and customer satisfaction.
Omni-Channel Overall Analysis Dashboard for IT Services: Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions.
Agentforce IT Service Analytics Dashboards: Gain valuable insights and enhance decision-making for your IT leaders and teams with the Agentforce IT Service Intelligence app. Access the dashboards, such as incident, change, knowledge, and so on, to address key Agentforce IT Service Analytics use cases. Improve overall IT operations and efficiency by leveraging comprehensive analytics solutions.
Asset Activity: Track lifecycle events for hardware assets by using a core transactional logging entity. When you configure asset-based tracking at storage locations, the system records state changes and quantity updates automatically. Add the custom timeline to Lightning record pages so that admins and IT reps can quickly view chronological asset history. Review record modifications, status adjustments, and initiating users at a glance.
Asset and Configuration Item Synchronization: Field-level synchronization keeps your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned. This bidirectional, event-driven synchronization resolves data conflicts, translates values, and prevents infinite update loops. IT fulfillers can rely on accurate, up-to-date inventory details.
Bulk-Add Assets to a Disposal Order: Select multiple retired or end-of-life devices to add them to a disposal order. This action creates disposal order line items and updates asset statuses, reducing manual administrative effort.
Asset and Configuration Item Field Synchronization: Field-level sync aligns IT Hardware Asset Management and Configuration Management Database records. Event-driven sync resolves data conflicts, translates values, and stops infinite update loops. This framework makes sure that the IT team finds accurate inventory details.
Asset and Configuration Item Synchronization: Keep IT hardware asset and configuration item (CI) records aligned so your IT reps work with accurate inventory data. Map fields and designate a source of truth for each one. Built-in loop prevention stops repeating updates, and the sync log helps you troubleshoot errors.
Configure Autonomous Sourcing: Automatically fulfill routine hardware requests by enabling autonomous sourcing. When active, the Sourcing Agent evaluates nearby inventory to generate fulfillment orders and product transfers in the background, eliminating manual intake review.
Configure Locations for Asset-Based Tracking: Configure locations for asset-based tracking to manage internal IT assets directly without relying on serialized product models. Defining the inventory model at the location level makes sure you use consistent tracking logic and simplifies transfer workflows.
Create a Custom Batch Job for IT Assets: Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure a custom batch job to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file.
Create a Custom Batch Job: Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure custom batch jobs to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file. Specify an active flow to customize execution for your business requirements.
Manage Hardware Assets in Digital Wallet: Track the consumption metrics associated with your managed hardware assets to scale your billing accurately. Because Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts, use Digital Wallet to monitor capacity and view daily usage trends. Review these metrics to stay within entitlement limits and prevent unexpected overages.
Dispatch and Receive Hardware: Track hardware dispatch and finalize delivery by updating fulfillment order statuses.
Manage Hardware Asset Disposal: Securely decommission aging or defective IT hardware to protect data security and satisfy environmental compliance. Admins manage vendor logistics, track mandatory predisposal tasks, and upload official certificates of disposal to maintain a reliable regulatory audit trail.
Manage Hardware Asset Disposals: Learn how to dispose of IT hardware securely and maintain compliance through disposal orders, vendor certificates, and audit trails.
Verify Certificates of Disposal and Finalize Disposal Orders: Attach vendor-provided proof of destruction to a disposal order to finalize asset disposal. Verification stops financial depreciation on retired hardware and triggers compliance notifications.
Asset Eligibility Framework: Review the central Asset Eligibility Framework before turning on hardware validation. This framework protects subscription tracking and multi-domain data integrity. It provides isolation between co-existing asset clouds to prevent automated operations from affecting non-IT asset classes.
Asset Eligibility Enforcement Workflow Impacts: Review system behaviors across automated processes when assets lack the mandatory IT hardware indicator (IsItHardwareAsset = TRUE). Validation enforcement blocks active asset records that lack hardware tags. This process prevents downstream data corruption and transaction failures across integrated lifecycle services.
Asset Eligibility Framework: Protect subscription tracking and multi-domain data integrity by enforcing hardware validation across your asset clouds. Tag active records by using the IsItHardwareAsset field to prevent background processes from impacting non-IT asset classes. Turn on global enforcement only after auditing your data, as batch failures automatically block lifecycle operations across sourcing, reclamation, disposal, and depreciation.
Example: End-To-End Hardware Asset Lifecycle: Review a scenario that demonstrates the complete lifecycle of a hardware asset from request to reclamation and eventual disposal. For example, an employee requesting a laptop renewal, the IT team fulfilling the request, the return of the old device, and its secure retirement.
Fulfill Hardware Requests: Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing.
Fulfillment Orders and Fulfillment Order Line Items: Manage delivering devices to employees and track inventory movement with fulfillment orders and fulfillment order line items. These entities group requested products by source location and maintain an audit trail for the fulfillment lifecycle.
Manage Hardware Fulfillment Orders: Coordinate the hardware fulfillment lifecycle to reserve, track, and deploy internal IT assets to employees. Link serialized devices directly to fulfillment orders to establish a clear chain of custody. Maintain a reliable audit trail for all stockroom reservations. Track real-time shipping updates when hardware leaves an inventory location. Automatically update asset statuses throughout deployment.
Agentforce IT Hardware Asset Management Pricing and Digital Wallet: Track consumption metrics associated with managed hardware assets to scale billing accurately. Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts. Use Digital Wallet to monitor capacity actively and view daily usage trends.
IT Hardware Asset Management Overview: When you manage your internal IT asset inventory, such as employee laptops and phones, use an asset-first data model to streamline fulfillments, returns, and lifecycle management. Use the IT Asset Management suite's integration and automation features to process large-scale transitions, synchronize records, and orchestrate lifecycles with proactive assistance.
Get Started with IT Hardware Asset Management: Manage your internal IT hardware inventory from a centralized app. IT Hardware Asset Management introduces an asset-first data model to streamline fulfillments, returns, and lifecycles. This model operates independently of the Field Service data model.
IT Hardware Asset Management Permissions for IT Services: Salesforce admins assign permission sets or permission set groups to users based on their roles in the IT service and asset management team. Use these permissions to manage internal IT asset lifecycles and track financial data.
Automate Hardware Return Reminders with Service-Level Agreements: Manage IT asset retrievals by setting up automated return schedules driven by service-level agreement (SLA) milestones. Send targeted notifications across channels to keep users informed until the hardware returns.
Hardware Sourcing with IT Service: Simplify fulfillment by integrating automated asset recommendations directly into service request workflows. Select between zero-touch automated sourcing or manual review before creating an order.
IT Hardware Asset Management Workflows: Orchestrate the complete lifecycle of your internal hardware assets with standardized workflows. Save time and maintain accurate inventory records when you run bulk updates, fulfill new requests, reclaim devices, refresh devices, ensure compliant disposal, and synchronize data with your Configuration Management Database (CMDB).
Manage IT Hardware Inventory Locations and Rollups: Configure stockrooms or storage sites as inventory locations to track devices and status-driven quantity rollups. Reserve assets for upcoming requests with soft reservations to prevent double-booking before picking physical devices. Track real-time state changes directly on an asset timeline. Establish event-driven, bidirectional synchronization to align records with your Configuration Management Database (CMDB).
IT Asset Management Key Terms: Review IT Hardware Asset Management terminology. Understand these terms to track financial lifecycles, manage inventory, and maintain compliance.
Advanced Topics: Track and protect your internal IT assets, like laptops and phones, directly within your org. Fulfill incoming requests from active stockrooms with the Sourcing Agent. Run custom batch jobs to transition large groups of devices with just a few clicks. To maintain an accurate record, compare your managed assets against entitlements and monitor daily usage trends.
Link Assets to Fulfillment Orders: Link specific serialized devices to a fulfillment order to manage active inventory counts. This process transitions assets from a general reservation to a designated hardware allocation, locking the exact serial numbers for an employee request.
Location Usage Types: Define your inventory model directly at the location level to manage your IT Asset Management (ITAM) framework. A centralized location model ensures consistent data logic for all stored items. This centralized approach simplifies inventory transfers, reduces configuration maintenance, and prevents user errors.
Location Usage Types: Manage IT Hardware Asset Management inventory models seamlessly within a single Salesforce org. Defining the inventory model at the location level makes sure you use consistent logic for all workspace items.
Considerations for Location Usage Types: Define the inventory model at the location level to maintain consistent logic and prevent data corruption. Review these rules and validations before managing location usage types.
Manage Hardware Asset Lifecycles and Inventory: Streamline hardware operations to reduce shipping costs and ensure accurate billing. Use the Agentforce Sourcing Agent to improve inventory utilization and automate high-volume lifecycle transitions with custom batch jobs. To monitor capacity and daily usage trends, track managed hardware assets against purchased entitlements.
Map Asset and Configuration Item Fields: Keep your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned with event-driven, bidirectional synchronization. Map corresponding fields, establish a source of truth, and configure field value translations to resolve data conflicts between systems.
Monitor Batch Job Progress: Track batch job progress and health to verify that high-volume asset transitions are complete. Review run details, inspect processed records, and isolate failures. Monitor background processes through Setup, notifications, or email.
Configure OOTB Notification Templates: Configure organizational return parameters, define multichannel communication templates, and map service-level agreement (SLA) tracking criteria. Setting up automation rules makes sure that the system accurately calculates tracking milestones and delivers notifications when hardware returns delay.
Get Started with IT Asset Management: Manage your internal IT asset inventory, including employee laptops and phones, from a centralized platform. Orchestrate the complete hardware lifecycle with standardized workflows and automation to maintain accurate records and save time.
Permissions and Prerequisites for IT Hardware Asset Management: Before you manage internal IT asset lifecycles, make sure that your org meets system requirements and assigns proper user access. Review the features, platform licenses, and permission sets needed to implement this functionality.
IT Asset Management Key Personas: Review IT Hardware Asset Management personas to understand their key tasks and responsibilities for stockroom logistics, hardware fulfillments, compliance, and financial lifecycles.
Add the Proactive Assistance Component to Record Pages: Help your IT fulfillers and compliance managers resolve service requests faster by placing the Proactive Assistance component on record pages. Giving team members direct access to this card component enables them to view, refresh, and act on real-time AI sourcing recommendations directly within their workflow.
Process a Hardware Asset Return: Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking.
Process Hardware Asset Refresh and Reclaim: Fulfill replacement hardware requests for employees while managing the return of existing devices. Automate lifecycle updates, track return service-level agreements (SLAs) through automated multilevel notifications, and manage modification requests by using agents.
Receive Returned Hardware: Receive serialized hardware at a destination inventory location to complete asset reclamation. Processing incoming returns automatically updates asset lifecycle states, increments inventory counts at the receiving location, and logs an immutable audit trail.
Initiate Employee Asset Reclamation: Reclaim IT hardware and monitor return progress when employees offboard or change roles. Initiating a reclamation automatically creates service requests and return orders to help you manage shipping details, drop-off instructions, and inventory status.
Asset Reclamation Lifecycle and Best Practices: Learn how Service Level Agreements (SLAs) track and escalate hardware return milestones across the asset lifecycle. Review recommended practices for integrating HR event triggers and tagging bulk requests for campaign tracking.
Manage IT Asset Reclaims: Track returned devices from employees and automate inventory updates. Standardized return workflows support employee offboarding and hardware refreshes.
Remediate Ineligible Assets for Lifecycle Operations: Review and update asset records that fail validation to ensure smooth processing during hardware asset management lifecycles. Resolving configuration issues helps you complete bulk refreshes, reclaims, and stockroom transfers without system blocks or error messages.
Request New Hardware: Request internal IT devices like laptops, monitors, or phones through the self-service portal. This process automatically generates a service request record for the IT fulfillment team to process and distribute your device.
Resolve Asset and Configuration Item Sync Errors: Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.
Retire and Dispose of IT Hardware: Create disposal orders to securely decommission retired IT hardware and maintain compliance audit trails through vendor coordination.
Return Orders and Return Order Line Items: Track and manage the end-of-life and reclamation journeys for your internal hardware inventory from a centralized app. Return orders give your IT department real-time visibility into incoming devices, automate quantity rollups at target stockrooms, and maintain an accurate audit trail of asset state changes.
Automate Return Reminders with Service-Level Agreement Tracking: The asset reclamation and return workflow helps IT departments track hardware items returned by users during offboarding or device refresh cycles. Salesforce admins can configure service-level agreement (SLA) policies and multichannel notification templates to automate employee return reminders across email.
Review Configuration Management Database Sync Logs: Monitor synchronization logs to track hardware asset and configuration item (CI) alignment. These logs show field-level updates and flag discrepancies or errors that need manual intervention.
Create and Activate Return Order SLA Policies: Set resolution targets, streamline hardware intake, and manage asset reclamation deadlines with Return Order service-level agreement (SLA) policies.
Run Bulk Actions on Hardware Assets: Perform critical lifecycle transitions on a large group of hardware assets simultaneously to save time and maintain accurate inventory records.
Set Up Soft Reservations for Inventory: Set up soft reservations to reserve inventory for upcoming jobs without immediately deducting stock. Soft reservations help you track planned usage and confirm that items are available when work begins.
Ship Hardware to Employees: Ship hardware to employees by using Fulfillment Orders in IT Hardware Asset Management. Add logistics details and trigger automated asset status updates to maintain a strict chain of custody from the stockroom to the employee.
Set Up SLA Policies and IT Notifications: Establish service-level agreement (SLA) policies and multichannel notification workflows to track resolution targets and keep IT representatives updated on critical milestone events.
Set Up Service-Level Agreement Policies for IT Service Management: Set up service-level agreement (SLA) policies to define service level expectations. SLA policies track resolution targets and ensure consistent support response times for users in IT Service Management.
Soft Reservations in Inventory Allocation: Secure inventory for specific demand sources before picking physical devices off stockroom shelves. Soft reservations immediately decrease the available inventory count by using the Reserve Any Asset flow to prevent double-booking without assigning a specific serialized asset. This automated framework provides granular visibility into inventory states, prevents over-promising, and ensures accurate fulfillment while your team prepares physical devices.
Fulfill Hardware Requests Using Soft Reservations: Secure inventory for specific demand sources before picking physical devices from the stockroom shelf. Soft reservations proactively prevent double-booking while giving your inventory managers time to physically fulfill the request.
Soft Reservations: Secure inventory for specific demand sources before picking physical devices. Configure soft reservations to track planned usage and decrease available counts in real time.
Source Requested Hardware: Source requested hardware items from inventory locations to fulfill employee requests and maintain accurate inventory records. Reserve assets to secure stock and prevent double-booking while warehouse teams pick devices.
Source Hardware by Using Proactive Recommendations: Soft-reserve inventory items and create fulfillment orders directly from your service request workflow. Review recommendations generated by AI agents to route hardware efficiently while maintaining oversight.
Configure a Sourcing Agent: Configure a sourcing agent to evaluate real-time inventory and logistical constraints for approved hardware requests. The agent determines the fulfillment path based on geographical proximity and recommends by using existing stock, internal transfers, or new procurement. You can customize the logic to evaluate requests by using your specific business criteria.
Sourcing Agent: Fulfill hardware requests efficiently and optimize stock utilization with the Sourcing Agent. This AI agent autonomously identifies the ideal fulfillment path for approved requests. This process reduces shipping costs and improves resource allocation.
Sourcing Modes and Performance Tracking: When you manage hardware fulfillment, you can configure sourcing settings to evaluate nearby stock levels automatically or receive proactive recommendations. The Sourcing Agent creates fulfillment orders and product transfers in the background, eliminating manual review.
Configure Asset Status Mappings: Map dynamic asset statuses to product item quantity fields. The asset status-mapping framework dictates how individual asset statuses roll up into aggregate quantity fields on product item records.
Asset Status Mapping: Map dynamic asset statuses to product item quantity fields to automatically update inventory counts when an asset changes status.
Manage Inventory Counts with Asset Status Mappings: Map dynamic asset statuses to static product item quantity fields. This process automatically tracks granular inventory counts without manual data entry. When a hardware asset undergoes a lifecycle change, the system updates state-based quantity fields on its related product item record. Check stockroom states in real-time to optimize sourcing pathways, prevent double-booking, and eliminate fulfillment delays.
Asset Status Mapping: Gain granular visibility into hardware inventory with status-driven quantity tracking. Map dynamic asset statuses to specific product item quantity fields. Inventory counts automatically reflect real-world lifecycle changes. This tracking isolates standard from high-priority inventory allocations. It prevents double-booking devices across locations and automates compliance audits.
Asset Status Tracking Rules: To preserve inventory accuracy, review picklist configurations and background financial logging before changing asset status mappings.
Submit a Device Return or Refresh Request: Submit a request through the Agentforce Employee Portal to return or refresh your company-issued hardware. This process routes your equipment correctly and updates inventory records.
Manage IT Service Delivery with Service Requests: Fulfill routine IT service requests, such as system access and hardware provisioning. Transition from standard cases to purpose-built service requests to simplify hardware lifecycle workflows. Centralize tracking on service requests to help admins manage inventory updates, track physical movements, and maintain an audit trail.
Exception and Error Handling in Asset and Configuration Item Synchronization: Understanding synchronization errors helps keep hardware asset management and configuration management database data accurate. The non-blocking error framework makes sure that a single record failure doesn't halt an entire synchronization job. The system captures issues in actionable logs so that admins can quickly review and resolve discrepancies.
Transfer Hardware Between Stockrooms: Transfer hardware between stockrooms by using product transfers to keep inventory counts accurate. Product transfers maintain data integrity by moving assets between locations with the same usage type.
Inventory Transaction Audit Trail: Maintain data integrity and visibility across asset-based inventory by using an automated double-entry transaction engine. By separating physical stock movements from state-bucket changes, IT Hardware Asset Management tracks inventory transitions while preserving auditability for finance reconciliations and compliance investigations.
Verify Hardware Fulfillment Dependencies: Verify logistical requirements for a fulfillment order line item to confirm that items are in stock and ready to pick. Make sure that internal transfers and external procurement batches are complete before physically gathering devices.
View an Asset's Lifecycle History: Track the complete chronological journey of an IT asset. Maintain an accurate audit trail and preserve a clean chain of custody. The asset timeline records significant events directly on the asset record. These events include fulfillments, returns, and stockroom transfers.
View Managed Assets in Digital Wallet: Track your managed hardware asset count over a specific time frame to monitor consumption and make sure that billing scales with operational needs. Use these metrics to compare current usage against a purchased entitlement and identify inventory spikes that affect your high water mark.
Assignment Rules for IT Services: Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue.
How Assignment Rules Work for IT Services: Assignment rules use a record’s attributes for defining the criteria for distribution. You can configure a rule to assign the record to a user or a queue.
IT Automation and Productivity Tools: Explore and set up automation and productivity tools for IT service that accelerate service delivery and boost IT team productivity. Configure intelligent routing rules, define SLA policies, automate multistep workflows with action plans, and enhance diagnosis using integrated knowledge. Simplify complex workflows using unified catalog, stage management, advanced approvals, automated notifications, and a unified calendar.
Broadcast Communications for IT Services: Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab.
Prerequisites for Broadcast Communications: Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use.
Set Up Broadcast Communications: Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.
Use the IT Service Calendar: After admins configure event types, IT teams schedule and track events on the calendar.
Set Up Event Types for the IT Service Calendar: Admins define event types, such as maintenance windows or moratoriums, to schedule and track on the IT Service Calendar. Multiple events of the same type can be created and managed by your IT team.
Track Releases and Change Requests on the IT Service Calendar: The IT Service Calendar helps teams effectively track and manage releases and change requests. This centralized view helps prevent conflicts and ensures timely deployment of critical updates.
IT Service Calendar: Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts.
Migrate Customer Community Plus Users to Unified Employee License: Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users.
SLA Policy for Change Request for IT Services: The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone.
Change Request Management for IT Services: Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions.
Change Request Conflict Detection: Identify and manage scheduling conflicts between change request that affect the same configuration items to help prevent overlapping changes and improve deployment planning.
Conduct Change Risk Assessment for IT Services: Conduct a risk assessment to understand the potential impact of a change before you implement it. By evaluating factors such as urgency, scope, and affected systems, your team can make informed decisions to minimize disruptions and protect service quality.
Modify Change Risk Assessment Logic for IT Services: Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs. The decision table maps the normalized 1–100 score to a risk level.
Change Request Dashboard for IT Services: The Change Request Dashboard for IT Services provides actionable insights into all change requests across the system. The dashboard enables change managers to monitor open and closed changes, track incidents induced by change, review average processing times, and analyze change types and outcomes.
Set Up Change Request Conflict Detection: Identify and manage potential conflicts early in the change lifecycle by enabling change request conflict detection. When active, conflict detection creates conflict records when overlapping change requests affect the same configuration item during the same scheduled period, helping change managers and fulfillers review and resolve conflicts before deployment.
Manage Change Requests for IT Services: Implement service improvements and minimize disruption by managing the complete lifecycle of change requests. Your team can make sure that all service modifications are planned, tracked, and executed efficiently by creating change requests and associating change requests with other records. They can also conduct comprehensive risk assessments and view changes on a centralized calendar.
Change Request Management Permissions for IT Services: Change Request Management users need permission set licenses to access and manage change records, workflows, and approvals. Understand what each permission set license offers. These licenses are provided out of the box and are required to get started with the Change Request Management process.
Review and Resolve Detected Change Request Conflicts: Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored.
Change Risk Assessment for IT Services: In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs.
How Risk Score Is Calculated for Change Requests: The risk score for a change request is calculated using a weighted formula that evaluates change request attributes and optional questionnaire responses. The system produces a numeric score and assigns a corresponding risk level of Low, Medium, High, or Critical.
Set Up Change Request Management IT Services: Get started with Change Request Management to help you implement, track, and manage changes efficiently. Enable the necessary features, assign permissions, and customize fields to support consistent and streamlined change processes for IT operations.
Set Up Stage Management for Change Requests in IT Services: Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish.
Stage Definitions for Change Types: Use predefined stage templates for emergency, standard, and normal changes to apply the correct stages, transitions, and tasks for each change type.
Work with Change Requests for IT Services: Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar.
Associate Affected and Impacted CIs with IT Service Records: Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption.
Create a Default Account for Discovered Configuration Items Without an Owner: Capture details about configuration items (CIs) that don’t have owner information by creating a default account. All assets found during the discovery process must be related to an Account ID or Contact ID, so the default account acts as a placeholder for the unassigned assets. This account is only used to create new assets. If an asset exists and matches a rule, the system updates the existing asset fields.
Explore the Benefits of CMDB: Understand how Configuration Management Database (CMDB) improves visibility, accuracy, and operational efficiency across your IT environment. Explore the key benefits of each CMDB component to support structured asset tracking and confident decision-making.
Billing Considerations for CMDB Enterprise: Salesforce meters active enterprise configuration items using a rolling activity window and reflects peak usage in Digital Wallet.
Configuration Item Attributes and Attribute Sets in CMDB: Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry.
Configuration Items in CMDB: Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery.
Configuration Item Record and Tabs: Each configuration item (CI) record contains essential asset details collected manually or through asset discovery. You can view the record to assess technical and business metadata, verify ownership, and understand upstream and downstream dependencies. Use the record to troubleshoot incidents faster, assess ownership, and track related issues across IT operations.
Configuration Item Tags: Use configuration item (CI) tags to group and organize CIs across your CMDB. Tags are flexible labels that help teams filter, identify, and manage related CIs more efficiently. Apply tags manually or populate them through discovery, imports, and APIs. Teams can use tags to represent operational, business, or environment-specific metadata across different CI types.
Create Configuration Item Tag: Create a configuration item (CI) tag to classify CIs and improve search and filtering across CMDB records, lists, and workflows . Use tags to represent operational, business, or environment-specific metadata on a CI record.
Configuration Item Types in CMDB: A configuration item (CI) type specifies which attributes, relationships, and rules apply to the CIs that belong to it. Defining CI types helps your team maintain consistency and simplify data management across different asset categories.
Configuration Item Type Record and Tabs: Each configuration item (CI) type record defines how related CIs behave in Configuration Management Database (CMDB). The record acts as a template and includes all required fields, rules, and supported relationships for the CI type. You can use the record to verify the structure, hierarchy, and logic that apply to CIs of this type.
Configure Asset Matching Criteria: Define criteria to automatically link discovered configuration items (CIs) to existing assets in IT Asset Management. Create global rules that apply to a parent CI hierarchy, or create specific rules for individual CI types. Setting up a global rule follows the same steps as creating a specific rule.
Create a Configuration Item Attribute Set: Use attribute sets to organize metadata into logical sections for faster navigation and improved readability. Logical sections include system details, installed software, license information, and other related groups. Attribute sets group related configuration item (CI) attributes together so they appear as collapsible sections on the CI record.
Create a Configuration Item Attribute: Capture specific asset metadata, such as license details, application name, and hardware identifiers. Each attribute defines a field on the CI record. You can reuse an attribute across multiple configuration item types.
Create a Child Configuration Item Type: Create a child configuration item (CI) type in Configuration Management Database (CMDB) to manage a more specific category of assets in a parent CI type. A child CI type organizes related assets into a structured hierarchy. It applies shared attributes and rules to similar infrastructure components.
Create a Configuration Item: A configuration item (CI) represents a physical or virtual asset in your IT environment. Create CI manually when setting up Configuration Management Database (CMDB) or when you need to capture a new asset that isn’t detected through discovery.
Create Relationships Between Configuration Items: Understand how configuration items (CIs) interact and depend on each other by creating relationships. Use the Relationships tab in a CI record to define source or target relationships. Mapping these connections helps your teams understand system dependencies, assess impact, and troubleshoot issues faster.
Create a Configuration Item Type: Define a new configuration item (CI) type to represent a specific asset category in Configuration Management Database (CMDB). Each CI type includes required attributes, relationships, and rules that apply to the assets it manages.
Create a Custom Service Graph Layout: Create custom service graph layouts to control how configuration items and their relationships appear in the service graph. Custom layouts help you focus on the configuration item types and relationship types that matter most for a specific use case, such as infrastructure dependencies, application topology, or impact analysis.
Get Insights into Your Configuration Data with CMDB Dashboard: Use the Configuration Management Database (CMDB) dashboard to monitor configuration trends and asset health across your organization. Gain visibility into configuration accuracy, recent activity, and data quality to make informed decisions and reduce operational risks.
Define Configuration Item Dependencies with Relationships: Configuration Item (CI) relationships connect configuration items to show how they interact or depend on each other. CI relationships help define real-world dependencies between hardware, software, cloud resources, and services.
How CMDB and Discovery Work Together to Improve Asset Management: Understand how Configuration Management Database (CMDB) and discovery integrate to automate asset tracking, reduce data entry, and keep configuration data current across your IT environment.
Configuration Management Database and Discovery: Unify and manage your IT environment with Salesforce Configuration Management Database (CMDB). Centralize configuration item data across systems, devices, and services to create a single source of truth for asset management. Use CMDB to visualize dependencies, assess service impact, track changes, and drive faster, more informed IT decisions. Automate the detection and tracking of IT assets across your enterprise using Discovery. Reduce manual effort, improve accuracy, and speed up operations by using agentless and agent-based scanning in Discovery.
Edit a Configuration Item Type: Update a configuration item (CI) type when you need to revise metadata, improve type classification, or modify relationship settings. Keeping CI types up-to-date helps teams maintain accuracy, support data integrity, and adapt to evolving asset structures.
CMDB Enterprise: The CMDB Enterprise license enables organizations to manage enterprise Configuration Items (CIs) and applies usage-based metering for qualifying configuration items.
Export Configuration Items: Export filtered configuration items (CIs) to a CSV file for external use and operational workflows. Apply list view filters to export only the required CIs and download completed export files from the Export History tab. Use exported files for reporting, analysis, migrations, and operational reviews.
Salesforce Configuration Management Database and Service Graph: Easily manage your IT landscape by using Salesforce Configuration Management Database (CMDB) and Service Graph to track and understand all your configuration items. CMDB helps IT admins maintain accurate records of assets, ownership, and dependencies. Ensure smoother operations and more reliable IT services by structuring your asset data logically.
Edit an Identification Rule: Use identification rules to define how configuration items (CIs) are uniquely identified during discovery or import. Accurate matching helps prevent duplicate records and improves CMDB data quality.
Identification Rules in CMDB: Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated.
Import Configuration Item Relationships: Import configuration item (CI) relationships in bulk by using predefined CSV templates. Use relationship imports to establish dependencies and service mappings between related CIs more efficiently in CMDB.
Import Configuration Items to CMDB: Import configuration items (CIs) and CI tags in bulk using a predefined CSV template. Download a prestructured template that matches the selected CI type and then upload the completed CSV to import CIs into CMDB. Use this method to maintain consistency and reduce manual effort during CMDB setup.
Configuration Management Insights Dashboard: Monitor configuration item (CI) trends and analyze operational insights across your IT environment by using the Configuration Management Insights dashboard. Track CI metrics such as incident volume, CI status, and business criticality to identify high-impact infrastructure areas and prioritize troubleshooting efforts.
Learn and Explore CMDB: Learn how Configuration Management Database (CMDB) helps you track, manage, and make sense of your organization’s assets. Explore core benefits, understand key terms, and see how configuration items evolve over time.
Add Attributes to a Configuration Item Type: Use the Attributes tab in a configuration item (CI) type to define the fields that appear on CI records of that type. Organize metadata into clear, collapsible sections to improve usability and make configuration data easier to read. Attributes helps your team focus on the most relevant information when managing CIs.
Manage Configuration Item Components: Add or remove supported component records from a configuration item (CI) to maintain accurate infrastructure and software associations.
Permission Sets for CMDB: The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses.
Plan and Prepare for your CMDB Implementation: Learn how to set up your Configuration Management Database (CMDB), assign the right permissions, and configure foundational settings to start using CMDB.
Provision CMDB and Service Graph for IT Services: Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed.
Configuration Item Relationships and Service Graphs in CMDB: A configuration item (CI) relationship defines how assets in your Configuration Management Database (CMDB) interact with each other. The service graph visualizes the relationships to show how systems are connected and where dependencies exist. Together, they help you monitor infrastructure health, analyze impact, and troubleshoot issues faster by understanding how assets work together across your IT landscape.
Set Up CMDB Using Salesforce Go: Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows.
Visualize Configuration Item Relationships with Service Graph: Use Service graph to view how a Configuration Item (CI) connects to other assets across your IT landscape. The visual map helps teams assess impact, identify dependencies, and troubleshoot issues faster. You can also use predefined or custom service graph layouts to focus on specific perspectives of a service.
Key Steps to Implement CMDB: Understand the key steps to implement Salesforce CMDB & Service Graph from start to finish. Learn how to define configuration item (CI) types, manage CIs, organize CI attributes, and build reliable relationships between components. Set up your CMDB with clarity and avoid common setup issues. Using this structured approach to maintain consistent records, improve visibility, and ensure accurate asset data across your IT environment.
Upgrade CMDB Data Bundles: Review and upgrade CMDB data bundle versions to keep your data model current. Use data bundle upgrades to maintain the latest CMDB setup data after major releases.
Author and Manage Policy Clauses in Microsoft Word for IT Compliance: Draft and manage policies directly in Microsoft Word by creating and editing clauses, or reusing existing ones from your library. The Salesforce Policy Connector ensures that your Word edits are synchronized with your policy records in Salesforce.
Review and Close a Compliance Issue: As an issue owner, you're responsible for confirming that the resolver's work meets compliance requirements. Review the completed tasks and evidence, then either close the issue or move it again to the open state for additional work.
Create IT Compliance Policies and Policy Clauses: Create IT compliance policies and clauses to translate external regulatory frameworks, such as SOC 2 or HIPAA, into actionable internal standards. These records help you mitigate risk and ensure secure operations across your IT environment.
Create a Policy Communication Campaign for IT Compliance: Create policy communication campaigns to ensure employees are aware of organizational policies and to collect required attestations for compliance audits. Campaigns define acknowledgment windows and trigger automated notifications via the Employee Service Portal.
Distribute Policies and Track Acknowledgments for IT Compliance: Distribute policies and launch targeted communication campaigns to ensure organizational awareness and maintain a defensible audit trail. Define acknowledgment windows for specific audiences and monitor employee attestations in real time to verify compliance with internal standards.
Modify Policy Clauses with AI in Microsoft Word for IT Compliance: Use generative AI to draft and refine clauses directly in Microsoft Word to accelerate policy authoring. AI-assisted editing helps you generate new requirements or adjust the tone and length of existing text while maintaining a seamless link to your Salesforce compliance records.
Draft Policy Clauses with AI for IT Compliance: Quickly create internal policy requirements by using generative AI to draft clauses based on external regulations. Using AI-generated drafts reduces manual effort and ensures your policies align with specific regulatory standards.
Extract Regulation and Policy Clauses with Generative AI for IT Compliance: Upload a regulation or policy PDF and let generative AI extract the clauses for you. Generative AI scans the document, identifies the substantive clauses, and skips boilerplate sections such as definitions, FAQs, and references. Compliance officers review the extracted text and create regulation clause or compliance policy clause records in a few clicks.
IT Compliance Issue Lifecycle: Follow how a compliance issue moves from discovery to closure, showing how issue owners, resolvers, and SLA enforcement work together to track and remediate compliance gaps.
Issue Management for IT Compliance: Log, track, and resolve compliance gaps that surface from failed control tests, asset misconfigurations, missed policy acknowledgments, or audit findings. Link each issue to the source record, assign an owner, and confirm remediation through an action plan governed by SLA policies.
Log a Compliance Issue for IT Compliance: Capture a compliance gap as a Compliance Issue so you can track it through remediation to closure. Specify the severity, type, and owner, and apply an entitlement to drive the resolution timeline.
Manage Policies in IT Compliance App: Use the specialized IT Compliance app to centralize your governance documentation and manage the lifecycle of policy and clause records. Monitor record statuses and navigate the relationships between parent policies and underlying requirements to ensure your compliance data remains accurate and audit-ready.
Manage Policies in Microsoft 365 for IT Compliance: Author and refine policy content using familiar word-processing tools by integrating with Microsoft 365. Use generative AI to draft and refine clauses, collaborate with stakeholders directly in Microsoft Word, and resolve synchronization conflicts to ensure your compliance data remains a single source of truth across both platforms.
Map Issues to IT Compliance Records: Link a compliance issue to the compliance records it relates to, such as a Risk, Regulation Version, Control Version, Policy Version, or Audit, so the issue is traceable to its source for reporting and audit follow-up.
Map IT Compliance Policy Clause Versions to Policy Versions and Regulation Clause Versions: Map policy clauses to parent policy versions and external regulatory requirements. Linking a clause to a policy version ensures the document is complete and ready for distribution. Linking an internal clause to an external regulation clause provides verifiable proof for auditors and also helps you quickly identify which internal policies need updates when an external law changes.
View Policy Documents in Microsoft Word for IT Compliance: Open your policy records in Microsoft Word to draft and refine content using familiar word-processing tools. The Salesforce Policy Connector ensures you are editing the latest version and synchronizes your changes back to Salesforce.
Acknowledge Policies from the Employee Service Portal for IT Compliance: Employees can acknowledge assigned policies directly from the Employee Service portal, without needing access to the IT Compliance app. A policy appears in the Policy Hub when a compliance admin activates a policy communication campaign that lists the employee as a recipient.
Policy Management for IT Compliance: Establish foundational IT rules by centrally managing the full policy lifecycle in the IT Compliance app. Translate regulations such as SOC 2, HIPAA, or ISO 27001 into actionable guardrails and replace disconnected spreadsheets and manual emails with an audit-ready system of action.
Policy Management in IT Compliance: Know how an IT Compliance admin turns a NIST regulation into an enforced Acceptable Use Policy by using AI-assisted authoring, Microsoft 365 collaboration, and policy communication campaigns.
Configure Microsoft 365 Integration for IT Compliance: Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors.
Preview Policies and Reorder Clauses for IT Compliance: To ensure your policy is organized and visually accurate for auditors, preview the document layout and reorder its clauses. Adjusting the sequence helps you prioritize critical information and maintain a logical flow.
Publish and Activate IT Compliance Policies and Clauses: Finalize your IT governance standards by publishing and activating policy versions and clause versions. Activating a policy version with its underlying clauses ensures that the latest standards are available for audits and employee review.
Create an Action Plan for a Compliance Issue for IT Compliance: When a compliance issue is logged and mapped to its source such as a failed control, an open risk, a policy, or an audit, create an Action Plan using a template, and associate it with an issue to organize the remediation work into assignable tasks.
Complete Remediation Tasks for a Compliance Issue: Execute the action plan associated with a compliance issue by completing each remediation task and uploading supporting files. As the resolver, you're responsible for working through each task on the action plan and providing evidence that the compliance gap has been addressed. Once all tasks are complete, move the issue to Review status so the issue owner can validate your work.
Resolve Synchronization Conflicts in Microsoft Word for IT Compliance: Resolve synchronization conflicts manually to maintain data integrity when policy text changes are made simultaneously in Salesforce and Microsoft Word. Choosing the correct version of a clause ensures your policy remains accurate and consistent across both platforms.
Set Up Issue Management for IT Compliance: Enable Issue Management to track and remediate compliance gaps. Configure issue types, SLA policies, and action plan templates, and grant access to users who log, work on, and audit issues.
Set Up Policy Communications for IT Compliance: Enable Policy Communications to distribute organizational policies and track employee attestations. Configure the portal interface and set up notification services to streamline the process for your campaigns.
Set Up Policy Management for IT Compliance: Enable Policy Management to manage the policy lifecycle from drafting to publication. Quickly configure core features, including AI-assisted authoring and automated lifecycle governance.
Set Up Policy Management Features for IT Compliance: Configure the foundational settings required to translate regulatory requirements into actionable internal standards. Set up the policy framework by enabling authoring tools, integrating with Microsoft 365 for document collaboration, and configuring the communication channels used to distribute policies and track employee acknowledgments.
Set Up Policy Management with Microsoft 365 for IT Compliance: Integrate Salesforce with Microsoft 365 to draft and sync policies between the two systems while maintaining centralized governance. Use a guided setup to configure the connection and enable AI-assisted authoring in Microsoft Word. The Microsoft 365 integration allows users to author policies in a familiar environment while ensuring Salesforce remains the system of record.
Track Employee Policy Acknowledgments for IT Compliance: Monitor the progress of your policy communication campaigns to verify organizational compliance and support audit readiness. Track which employees have completed their review and which acknowledgements are still pending.
Work with Issue Management for IT Compliance: Track compliance issues from logging through closure. Use action plans to coordinate remediation, evidence to support closure, and SLA milestones to keep work on schedule.
Work with Policies for IT Compliance: Manage the end-to-end lifecycle of your internal standards to ensure they are accurate, organized, and audit-ready. Draft policy clauses, map them to regulatory requirements, and preview documents before activating policies. Then, track employee acknowledgments in real time to verify organizational compliance.
Collaboration Channels for IT Services: Meet your employees and stakeholders in their channel of preference and use AI to amplify communication and teamwork. Agentforce IT Service supports deep integrations with Slack and Microsoft Teams to provide a centralized hub for seamless information exchange and faster problem resolution. Employees can also use the Agentforce Employee portal in addition to Slack and Teams to manage their tickets, request services, troubleshoot issues, and escalate to human agents when AI isn't enough.
Key Personas for IT Compliance: IT Compliance is built around a small set of personas who collaborate across the compliance program. Understanding who does what helps you assign the right permission sets, configure access, and design workflows that fit your organization.
Prerequisites for IT Compliance Features: Before you enable IT Compliance features in Salesforce Go, make sure your org has the required licenses, platform features, and integrations turned on. Review these prerequisites to avoid setup errors and ensure your compliance team has access to every feature they need.
Permission Set Licenses for IT Compliance: IT Compliance is delivered through add-ons that bundle the platform licenses, permission set licenses, and permission sets your team needs. Review the add-ons available to your org, then assign the right permission sets to your compliance admins, fulfillers, employees, and AI users.
IT Compliance Workflow: IT Compliance brings the Governance, Risk, and Compliance (GRC) discipline into Agentforce IT Service. Learn how the five major workflows connect from external regulations through risk management, audits, and remediation.
Set Up Salesforce IT Service in Microsoft Teams with an LWR Template: Connect your Lightning Web Runtime (LWR) site to the Lightning Out 2.0 app. Configure site access and security, and publish the site to give employees access to Salesforce IT Service in Microsoft Teams.
Set Up Lightning Knowledge for IT Services: Set up Lightning Knowledge for your IT service desk, and configure custom fields, record types, page layouts, and known error articles to fit IT service management processes.
Configure Risk Management for IT Compliance: Configure the features for risk management workflows in IT Compliance and turn on the default scoring expression set so every risk your team registers gets an automatic inherent and residual score.
Set Up Unified Catalog for IT Services: Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs.
Key Features of the Agentic IT Service Desk Console: The Home page of the Agentic IT Service Desk is the main landing page after you log in. The console helps IT managers and fulfillers get the most important information when they start their day, and gives them quick access to key components through the navigation menu and other widgets.
Agentic IT Service Desk: Centralize and manage IT service records, such as incidents, problems, and change requests from a single, unified workspace by using the Agentic IT Service Desk app. Optimize productivity for fulfillers and managers with enhanced collaboration from a single console. Streamline operations and resolve issues without needing to switch apps by providing quick access to key information.
Continuous Risk Monitoring for IT Compliance: Background agents continuously watch your IT environment and your controls, flagging new risks and re-running evaluations the moment something changes, so your team always works from a current view of the risk landscape.
How Control Effectiveness Drives Risk Scoring: See how control effectiveness ratings drive residual risk calculations, how control failures automatically increase risk scores, and how risk owners monitor which controls protect their risks.
Controls Management for IT Compliance: Define the safeguards that enforce your compliance policies and satisfy external regulations. Compliance controls are the practical, testable checks that turn policy intent into measurable protection, mitigate registered risks, and produce the evidence external auditors rely on.
Controls Management Workflow for IT Compliance: Follow how a compliance team creates, tests, and maintains compliance controls that enforce policies, satisfy regulations, and mitigate risks. See how controls are mapped to risks, business operations processes, and assets, and how control testing feeds into evidence collection and remediation workflows.
Types of Controls in IT Compliance: IT Compliance supports multiple control types depending on how they operate and how they're validated.
Create a Search Index for Change Request for IT Services: Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your change request data usable for AI features that use Data 360.
Create a Search Index for Incident for IT Services: Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your incident data usable for AI features that use Data 360.
Create a Search Index for Problem for IT Services: Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your problem data usable for AI features that use Data 360.
Create a Search Index for Product2 for IT Services: Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your product2 data usable for AI features that use Data 360.
Create Custom Assignment Rules for IT Services: Create the assignment rules for incidents, problems, change requests, releases, and service requests. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery.
Create Assignment Rules for IT Services from Templates: Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery.
Create a Compliance Audit for IT Compliance: Create a Compliance Audit record to define the scope, type, and timeline for an audit engagement. The audit captures who requested the audit, what framework or regulation it covers (such as ISO 27001 or internal governance), and the observation and execution windows. It serves as the parent for all evidence requests and tracks the overall audit lifecycle.
Set Up Employees for IT Services: To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support.
Create Evidence Requests for IT Compliance: Create compliance evidence requests to gather artifacts from subject matter experts for an audit. Each request specifies what evidence is needed, who should fulfill it, and when it's due. Requests can be created manually or autogenerated from an audit template.
Set Up IT Team: Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org.
Create a Risk Assessment for IT Compliance: Send a structured survey to stakeholders so they can weigh in on a risk's likelihood and impact. The responses drive the evidence-based scoring your team needs to make confident treatment decisions.
Create a Risk Evaluation for IT Compliance: Assess the severity of a registered risk by creating a risk evaluation. Gather structured feedback from stakeholders on a threat's potential impact and likelihood to automatically calculate your inherent and residual risk scores.
Create Risk Scenario for IT Compliance: Build a centralized library of reusable risk templates to ensure consistency across your organization. Creating risk scenarios saves time and standardizes the data when your compliance team registers new vulnerabilities.
Define and Apply Risk Scope for IT Compliance: Define the categories of IT assets, business units, and vendors your team uses to scope risks, and then associate the right scope to each risk record so its impact is grounded in real-world context.
Create a Risk Treatment Plan for IT Compliance: Decide how your team will respond to a risk and put a plan in motion. Create a treatment plan to attach an Action Plan Template, kicking off the tasks your team needs to mitigate, accept, transfer, or avoid the risk.
Register Risks: Log vulnerabilities and threats in your IT environment by creating risk records. You can quickly create a risk using a predefined risk scenario, or create a risk directly from the Risks tab in the IT Compliance app.
Data and Analytics for Agentforce IT Service: Data 360 and Analytics for IT Service provides powerful insights into your IT operations, leveraging comprehensive data collection and advanced analytical tools. It transforms raw service data into actionable intelligence, enabling you to identify trends, measure performance, and optimize your Agentforce IT Service processes for greater efficiency and improved service delivery.
Connect Agentforce IT Service with Data 360: Harmonize your IT service data in real time by connecting Agentforce IT Service with Data 360. The IT Service Data Kit gives you a head start with predefined data streams and search indexes.
Configuration Management Database and Service Graph Data Kit: Sync Configuration Management Database (CMDB) data into Data Cloud. Use the data kit to map core CMDB entities to Data Model Objects (DMOs) for deeper analysis and reporting. Gain visibility into your IT asset landscape and dependencies so your team can assess service impact, investigate incidents, and plan changes.
Connect CMDB to Data 360: Turn on CMDB on Data Cloud and Data Sync on Data Cloud to copy Configuration Management Database (CMDB) data to Data 360. Verify that the data streams and Data Model Objects contain CMDB data.
Create a Knowledge Search Index for Agentforce IT Service: The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library.
Agentforce IT Service Data Kit: The Agentforce IT Service Data Kit gives you a head start with easy-to-use, predefined data streams and search indexes. By using these tools, you can bring data from the Agentforce IT Service app into Data 360, creating a single source of truth for your IT environment.
Agentforce IT Service Data Streams: The Agentforce IT Service Data Kit contains predefined data streams that map data model objects in Data 360 to similar objects in Agentforce IT Service. The data streams enable a flow of near real-time data related to incidents, requests, knowledge articles, and other aspects of your IT service business from the Agenttic IT Service Desk app to Data 360. The fields on the data model objects are mapped to the corresponding fields on the source objects in Agentforce IT Service. You can map other fields as required, or delete the mappings that you don't use.
Deploy the IT Compliance Data Kit: Deploy the IT Compliance data kit to ingest your risk, policy, audit, and evidence data into Data Cloud. After you assign a data space and deploy the IT Compliance Bundle, your compliance data is mapped to data model objects that power the Compliance Analytics dashboards.
Agentforce IT Service Data Model Objects: Get access to Data Model Objects (DMOs) as part of the unified package that’s automatically installed in your org when you enable Agentforce IT Service and Data 360. Whereas some data model objects are available only with Agentforce IT Service enabled in the org, other objects in the unified package can also be used to model support, knowledge, and operational information for an IT service business.
Install the IT Service Data Kit: A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes.
IT Compliance Data Kit: The IT Compliance data kit enriches your Data Cloud instance with governance, risk, and compliance data. By ingesting risk, policy, audit, and evidence records, it prepares your compliance data to streamline audit readiness, automate evidence collection, and track remediation progress across your compliance landscape.
Search Indexes for Agentforce IT Service: Deploy the predefined search indexes included in the IT Service Data Kit to enable efficient searching across your IT service data. The data kit provides three key search indexes: Incident, Problem, and Knowledge. You can deploy the Incident and Problem search indexes directly as part of the main data kit deployment. The Knowledge search index, however, requires that the Knowledge Engagement data stream is configured and active, as it indexes data from external knowledge sources.
Phase 5 — Configure Routing Essentials: Outcome: Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records.
Phase 7 — Hand-Off and Day 2 Plan: Outcome: The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities.
Phase 2 — Run the Initial Setup Bundle: Outcome: The selected Agentforce IT Service setup bundle is installed, and the admin has identified the additional configuration required for the initial scope.
Phase 1 — Orient Your Team: Outcome: Everyone in the room shares a vocabulary and a mental model before touching Setup.
Phase 4 — Provision Employee Users: Outcome: At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams.
Phase 3 — Provision Your IT Team: Outcome: Each pilot participant has an existing or newly created Salesforce user, the required licenses and permissions, and membership in the queues or groups required for the pilot.
Phase 0 — Pre-Day 1 Readiness: Outcome: No Day 1 surprises. All entitlements, accounts, and stakeholders are confirmed.
Phase 6 — End-to-End Validation: Outcome: A complete, demonstrable round-trip from "employee reports a problem" to "fulfiller resolves it." This validation demonstrates that the configured components work together across one complete incident journey.
Agent-based Discovery for Extended Device Coverage: Use agent-based discovery to identify and track assets across environments that require installed monitoring. Discovery agents run on individual hosts to collect detailed hardware and software inventory, ensuring continuous and accurate updates to your Configuration Management Database (CMDB).
Agentless Discovery for Scanning IT Assets: Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data.
How the Discovery Application Connects Salesforce and Target Systems: Keep asset data in CMDB accurate and current with reliable agentless scans. Understand how the Discovery Application receives scan instructions from Salesforce, collects asset details from target systems through supported protocols, and returns scan results to Salesforce for processing. Use this communication flow to plan network access.
Explore the Benefits of Discovery: Explore the key benefits of each discovery component to automate asset identification, reduce manual effort, and keep CMDB data current.
Create Discovery Credentials for Secure Scanning: Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results.
Download and Install the Discovery Application: Use the Discovery Application to perform agentless scans and collect asset data without installing software on each device. The Discovery Application runs on a Windows host and securely connects with your network to detect systems, identify configurations, and send discovery data to Configuration Management Database (CMDB) for processing.
Create a Discovery Target for Microsoft Intune: Create a Microsoft Intune discovery target to bring managed device data into CMDB and keep endpoint configuration items (CIs) accurate and up to date. Map Intune device attributes, validate the integration connection, and run discovery using Salesforce Flow. Populate CMDB with managed computer and mobile device data, and support IT operations that rely on accurate CI data.
Create a Discovery Target for Jamf Pro: Create a Jamf Pro discovery target to bring managed Apple device data into CMDB. Keep endpoint Configuration Items (CIs) accurate and up to date. Configure the integration connection, review field mappings, and run discovery using Salesforce Flow. Populate CMDB with managed Mac computer and mobile device data, and support IT operations that rely on accurate CI data.
Create a Discovery Target: Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB).
Customize Field Mappings for Jamf Discovery: Customize the Jamf field mappings to capture Jamf data that isn't mapped by default. Map additional Jamf attributes to CMDB fields to keep discovered device data aligned with your organization's needs.
Get Insights into Discovery Activity with the Discovery Dashboard: Use the Discovery Dashboard to monitor scan performance, asset discovery trends, and data freshness across your organization. Gain visibility into scan coverage, active sources, and update frequency to improve discovery accuracy, identify gaps, and maintain a reliable CMDB.
Discovery for IT Services: Discover and track IT assets across your hybrid environment. Use discovery to automatically identify infrastructure, software, and cloud resources. Keep your Configuration Management Database (CMDB) up to date with accurate, real-time asset data to improve service reliability and reduce manual effort.
Download and Install Discovery Agents: Install discovery agents to collect hardware and software inventory data from Windows, macOS, and Linux systems. Agents continuously scan host environments and send collected data to Configuration Management Database (CMDB), keeping it accurate and up to date.
Considerations for Mapping Intune Fields to CMDB: Review these considerations before you map Intune device attributes to CMDB fields. Learn which mappings you can't change, how certain values are formatted, and how to capture more Intune data. These considerations help you avoid data issues and get accurate device data on the first scan.
Discover Devices from Microsoft Intune: Discover devices managed in Microsoft Intune and synchronize key inventory data into CMDB. Keep Windows and mobile configuration items accurate and current by aligning CMDB records with Intune device data. Use Intune discovery to support reliable asset tracking and downstream IT service workflows that depend on trusted device information.
Considerations for Mapping Jamf Fields to CMDB: Learn how Jamf device data maps to CMDB fields. See which fields identify devices and how CMDB formats certain values. Use these considerations to interpret discovered data correctly and to decide when to customize the mappings.
Discover Devices from Jamf Pro: Discover Mac computers and mobile devices managed in Jamf Pro, and synchronize key inventory data into CMDB. Keep computer and mobile configuration items accurate and current by aligning CMDB records with Jamf Pro device data. Use Jamf discovery to support reliable asset tracking and IT service workflows that depend on trusted device information.
Key Terms in Discovery: Get familiar with essential terms before you start using discovery.
Learn the Discovery Lifecycle: Learn how discovery scans, identifies, and processes asset data to keep your CMDB accurate and complete. The discovery lifecycle defines the end-to-end flow from detecting assets to updating configuration items in CMDB. Understanding this flow helps you plan scan schedules, troubleshoot data gaps, and maintain visibility across your IT environment.
Manage Discovery Agents: Monitor and configure discovery agents from a single page to keep asset data current and your Configuration Management Database (CMDB) synchronized. Review installed agents, set how often they report, and uninstall agents that are no longer required.
Manage Discovery Targets: View, run, or manage existing discovery targets to maintain and reuse scan configurations efficiently.
Monitor and Review Scan Jobs: Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date.
Agentless Discovery Network, Port, and Access Requirements: Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets.
Permission Sets for Discovery: The Discovery permission sets control access to key discovery features in Salesforce IT Service. The permission set groups determine who can view, manage, and execute discovery operations such as scans, targets, and credential management. Use these permission sets to assign the appropriate access for asset discovery and its related configuration data.
Prepare the Discovery Application Host for Agentless Scans: Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing.
Prepare Cloud and Virtualization Targets for Discovery: Build a current inventory of cloud and virtual infrastructure by preparing provider accounts and VMware vCenter for discovery. Grant read-only access to the resources in scope, verify the required HTTPS connectivity, and capture the authentication details that you use to create discovery credentials and targets.
Prepare Network Devices for SNMP Discovery: Discover switches, routers, firewalls, printers, and other network devices accurately by preparing them for Simple Network Management Protocol (SNMP) scans. Turn on a supported SNMP version, provide read-only access to the required management information, and allow connectivity from the Discovery Application host before you create the discovery target.
Prepare Linux and macOS Targets for SSH Discovery: Collect complete Linux, Unix, and macOS inventory data and keep CMDB records current by preparing target systems for Secure Shell (SSH) discovery. Provide a dedicated scanning account, the access required for system and hardware details, and network connectivity from the Discovery Application host before you create the discovery target.
Prepare Windows Targets for Agentless Discovery: Improve Windows scan reliability and keep asset data in CMDB current by preparing target systems for agentless discovery. Configure account access, remote management, and firewall rules for the Windows Management Instrumentation (WMI) or PowerShell Remoting probe that you plan to use.
Application Dependency Mapping Process Job: Build accurate application dependency views from observed network traffic. The Application Dependency Mapping process job links applications and hosts by using connection data collected during discovery.
Cloud Hierarchy Process Job: Turn discovered AWS and Azure resources into navigable cloud architectures. The Cloud Hierarchy process job connects resources by using cloud identifiers so that you can trace infrastructure dependencies in Configuration Management Database (CMDB).
DevOps Process Job: Understand dependencies across web, application, database, virtualization, cluster, and load-balancer layers. The DevOps process job creates relationships from configuration data collected during discovery.
Process Jobs and Relationships in CMDB: Build accurate dependency views from discovery data. Each process job maps relationships for a specific infrastructure area in Configuration Management Database (CMDB).
Process Manager for Analyzing Discovery Data: Turn discovered configuration items into dependency-aware views with Process Manager. Process jobs connect applications, infrastructure, cloud resources, software, and virtualized environments in Configuration Management Database (CMDB).
Network Connections Process Job: Visualize how network devices connect across Layer 2 and Layer 3 topology. The Network Connections process job links VLANs, switches, routers, end devices, and chassis clusters from discovered neighbor data.
Software Installation Process Job: Build a product-level view of installed software and license information across discovered hosts. The Software Installation process job creates software and license configuration items and connects software products to their hosts.
vCenter Hierarchy Process Job: Turn discovered VMware vCenter objects into a navigable virtualization hierarchy. The vCenter Hierarchy process job connects data centers, clusters, folders, ESXi hosts, virtual machines, and guest operating systems.
Run a Process Job: Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB).
Key Steps to Implement Discovery: Understand the key steps to implement Discovery from start to finish. Learn how to configure credentials, define discovery applications and targets, schedule scans, and process discovered data into CMDB. Follow this structured approach to automate asset detection, maintain data accuracy, and ensure complete visibility across your IT environment.
Set Up Discovery using Salesforce Go: Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow.
Configuration Fields for Target Categories and Probe Types: Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately.
Troubleshoot Agentless Discovery Scans: Resolve target connectivity, authentication, and access issues to restore agentless discovery coverage and keep CMDB data current. Review scan job details and Discovery Application logs to identify where a scan stopped and apply the appropriate resolution.
Einstein for IT Services: Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs).
Identify Affected Configuration Items for IT Service Records with Einstein: Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution.
Create Change Requests Automatically from Incidents or Problems with Einstein: Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, attached files, and the source record to create a draft. Verify the details, and then save the record.
Assign Incidents Automatically to the Right Queue with Einstein: Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned.
Create Knowledge Creation Prompt Template for Change Requests: Enable your IT teams to easily create contextual knowledge articles from a change request record by using generative AI. Use this template to define how Einstein generates content for change request-related articles.
Configure Knowledge Creation with Einstein for IT Services: Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request.
Create and Edit IT Service Knowledge Articles with Einstein: Create contextual knowledge articles from incident, problem, and change request records using generative AI. Reduce manual effort and standardize documentation by converting information from your IT service records into structured knowledge.
Predefined Prompt Templates for Einstein Knowledge Creation for IT Services: Default Knowledge Creation prompt templates for incidents and problems help your IT teams draft contextual knowledge articles swiftly and consistently. The templates define how a large language model (LLM) generates content by specifying the article's structure, instructions, and source data. For change requests, create a template by using the sample prompt.
Modify Existing Knowledge Creation Prompt Templates for IT Services: Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM).
Modify Prompt Templates for IT Service AI Actions: Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions.
Create Problems Automatically from Incidents with Einstein: IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history, related tickets, and attached files. IT fulfillers can quickly review and save the problem.
Assign Problems Automatically to the Right Queue with Einstein: Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned.
Enable Einstein Features for IT Services: Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs).
Work with Einstein Features for IT Services: Use Einstein to automate IT service management tasks. Route incidents and problems, generate problem records, and draft change requests based on issues. Identify affected configuration items (CIs), and create structured knowledge articles to standardize and accelerate the resolution process.
Enhanced Chat for IT Service Employees: Offer a way for your employees to connect with an Agentforce agent from the self-service portal for immediate assistance. Use the Salesforce Go automation to speed up the setup process for Enhanced Chat embedded messaging. Then, complete the remaining steps manually to deploy Enhanced Chat to the employee portal.
Enhanced Chat for IT Services: Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.
Give Users Access to Enhanced Chat for IT Services: Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.
Enable Agentforce IT Service: Turn on IT Service Enablement in Salesforce Go to make the Agentic IT Service Desk app available and unlock setup for other Agentforce IT Service features.
Enterprise Knowledge for IT Services: Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise Knowledge component on incident records to search and attach articles from Salesforce Knowledge and external sources unified through Data 360.
Set Up Enterprise Knowledge for IT Services: Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page.
Considerations for Evidence Artifacts in IT Compliance: Understand how artifact statuses work, when artifacts lock, which file types are supported, and what classification levels mean, so you can manage compliance evidence accurately and securely.
Fulfill Evidence Requests from the IT Service Employee Portal: Employees can fulfill evidence requests directly from the IT Service employee portal without needing access to the Evidence Hub app. Requests appear as assigned tasks, and employees upload evidence artifacts using a simplified, guided interface.
Evidence Management for IT Compliance: Manage the collection and verification of compliance evidence in a centralized, auditable workspace. Audit teams create evidence requests, subject matter experts fulfill them, reviewers verify the artifacts, and verified evidence is locked for external auditors.
Evidence Management Lifecycle for IT Compliance: Follow how compliance evidence moves from audit planning to external review. See how audit managers, fulfillers, compliance reviewers, and auditors work together to collect, verify, and lock evidence in a traceable workflow.
Get Started with IT Compliance: Before you set up IT Compliance, learn about the workflows, key terms, personas, record relationships, required licenses, and feature prerequisites that frame how your compliance team operates in Salesforce.
Create and Manage Regulatory Records for IT Compliance: Add a regulatory authority, the regulations it issues, and the clauses within each regulation to capture external requirements as structured records you can map to internal policies and controls.
Regulation Management for IT Compliance: Centralize regulatory requirements, such as SOC 2, NIST, or ISO frameworks, into a single repository. Add regulatory authorities, regulations, and clauses, and map them to internal policies and controls to maintain a clear view of how each requirement is enforced.
Regulation Management in IT Compliance: Follow how a compliance team captures an external framework, such as SOC 2, as structured records, maps each clause to internal policies and controls, and keeps the framework current as the regulatory authority publishes amendments.
Set Up Regulation Management for IT Compliance: Turn on Regulation Management to capture regulatory authorities, regulations, and clauses, and visualize their relationships with policies and controls.
How Service Management Records Work Together in IT Services: Agentforce IT Service management records are interconnected and work together for service stability and efficiency. While incidents and service requests capture employees needs, problems, change requests, and releases help IT teams implement long-term fixes and planned updates.
Incident Management Permissions for IT Services: Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.
Configure Incident Management for IT Services: Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.
Configure Email-to-Incident for IT Services: Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled.
Demote Major Incidents for IT Services: Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page.
Set Up Settings for Major Incidents for IT Services: Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.
Incident Fulfiller Dashboard for IT Services: By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities.
Incident Management Dashboards for IT Services: Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively.
Major Incident Management for IT Services: A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down.
Manage Incidents for IT Services: Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests.
Incident Management for IT Services: Identify, prioritize, and resolve IT incidents to restore services quickly and minimize business disruption.
Incident Manager Dashboard for IT Services: By using the Incident Manager dashboard, incident managers can track the volume, status, and resolution progress of incidents.
Set Up Incident Management for IT Services: Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.
SLA Policy for Incident for IT Services: The Standard Support for Incidents SLA policy applies to incident records during business hours, governed by the Incident entitlement. This policy takes effect when the incident record is created and ends when the record status reaches Resolved, Completed, or Closed. The policy includes several key milestones based on the incident's priority.
IT Compliance: Explore the IT Compliance features that help your team manage regulations, policies, risks, controls, audit evidence, and compliance issues from one Salesforce app. Track regulatory obligations, author and distribute policies, score and monitor risks, design and test controls, collect evidence for audits, and log and remediate compliance issues. Use generative AI to draft policy clauses, summarize risks, and extract requirements from existing documents.
IT Service Connector Library: Review the connectors available for IT Request Management to understand which triggers and actions they support.
Key Terms for IT Services: Familiarize yourself with the core terminology used in Agentforce IT Service.
Key Workflows in IT Services: Effective IT service management follows a cycle: issues are captured, investigated, resolved, and analyzed to drive future improvements. For service requests, a standardized fulfillment process is followed. Agentforce IT Service streamlines IT operations by unifying the incident, problem, change, and release lifecycle into a continuous workflow. Salesforce supports each stage with features that reduce manual effort and improve collaboration using automation, AI, and collaboration tools.
Create Custom Fields on Knowledge Articles for IT Services: Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions.
Create Page Layouts for Different IT Service Knowledge Articles: Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article.
Create Custom Record Types for IT Service Knowledge Articles: Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions.
Configure Known Error Articles for IT Services: Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution.
Set Up Agentforce to Draft Knowledge Articles for IT Services: Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests.
Draft Knowledge Articles for IT Services: Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article.
Create Knowledge Generation Prompt Templates for IT Services: Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document.
Knowledge Management for IT Services: Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.
Learn and Explore Discovery: Learn how discovery helps you scan assets, identify configuration items, and improve visibility across your IT environment. Explore key terms, understand core benefits, and see how discovery works end to end with an example.
Learn About Agentforce IT Services: Understand the roles, concepts, workflows, and implementation considerations for Agentforce IT Service. Relate features to your business requirements and explore the functionalities that support service management processes and industry-best practices.
Lightning Knowledge for IT Services: Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes.
Configure Omnichannel Components Manually for IT Services: Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps.
Configure Your Own SLA Policies and Milestones for IT Services: Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services.
Map Risks to Policy Clauses and Controls for IT Compliance: Link risks to the policy clauses they could violate and the controls that mitigate them. Mapping policy clauses to risks helps teams track which corporate rules are threatened by each risk, while mapping controls to risks helps teams track how effective your safeguards are.
IT Service Management Processes: Explore the core IT Service Management processes for Incident, Problem, Change Request, and Release Management. Use the Agentic IT Service Desk to ensure efficient service delivery and operational stability. Use prebuilt workflows in compliance with ITIL and increase effeciency of your IT team with AI helping in every step of the way.
Configure Approvals for Teams Apps for IT Services: Set up automated approval workflows that trigger when records are created or updated. This configuration links Salesforce records to Microsoft Teams, allowing assigned users to evaluate and respond to approval requests directly within Teams. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams.
Connect Salesforce and Microsoft Teams for IT Services: Connect Salesforce and Microsoft Teams to give employees and IT teams access to IT services, support tickets, and collaboration features in Microsoft Teams. Choose an automated or manual configuration method based on your organization’s requirements.
Configure Salesforce and Microsoft Teams Automatically: Streamline the Salesforce and Microsoft Teams integration by automatically installing the authentication components. Create a Microsoft Entra ID application, configure the generated named credential, and obtain Azure administrator consent.
Configure Salesforce and Microsoft Teams Manually: Configure the Salesforce and Microsoft Teams integration manually, including single sign-on, external credentials, the authentication provider, and Microsoft Entra ID callback URLs.
Set Up Microsoft Entra ID User Sync with Salesforce: Synchronize employee information from directory providers, such as Azure AD, with Salesforce to keep employee records up to date. Automatically create, update, or deactivate Salesforce users when employees join, change roles, or leave.
Set Up Salesforce IT Service in Microsoft Teams with Aura Template: Set up Salesforce IT Service for Microsoft Teams on a site built from the Aura Experience Cloud template. Configure user access, Agentforce, and service catalogs so that employees can create and track IT tickets, request services, and get AI assistance.
Configure Notifications for Teams Apps for IT Services: Employees and IT teams can receive automatic notifications in Microsoft Teams for critical updates, such as incident status changes and approval requests. To use these proactive notifications, set up an Azure Bot and configure your notification channels. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams.
Customize the MS Teams Apps for Employees and IT Teams: Configure custom list views for Microsoft Teams apps to match your organization's support workflows. Choose objects, and then select and reorder the columns that appear for each persona, such as employees and IT teams in Microsoft Teams apps.
Microsoft Teams for IT Services: Integrate Microsoft Teams with Agentforce IT Service to create an AI-powered collaborative workspace for your IT employees and support teams. Employees request services, report issues, and receive real-time notifications, while managers accelerate fulfillment through streamlined approvals. IT teams manage tickets, get AI assistance, visualize infrastructure dependencies through CMDB data, and collaborate in swarms all without leaving Teams.
Set Up Microsoft Teams For IT Services: Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.
Prerequisites for Setting Up Microsoft Teams for IT Services: Before you set up Microsoft Teams for IT Services, complete the required setup by defining appropriate record types and page layouts, and configuring templates for relevant service request scenarios.
Synchronize User Data from Microsoft Entra ID to Salesforce: Synchronize employee information from directory providers such as Azure AD with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Azure AD and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Azure AD. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave.
Work with Salesforce IT Service MS Teams App: Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.
Work with Salesforce IT Desk for MS Teams: Use the Salesforce IT Desk to manage tickets, apply AI-driven insights, and collaborate with experts and other stakeholders in Microsoft Teams. IT teams work more efficiently, with less manual effort and faster issue resolution.
Work with Microsoft Teams for IT Services: Empower your IT team and employees to work smarter and faster within Microsoft Teams. Bring your IT services and workflows into your primary collaboration tool. This integration simplifies service processes, reduces context switching, and provides a single source of truth for your IT operations.
Agentforce IT Service MuleSoft for Flow Integration Metering: Determine whether an IT service flow integration consumes MuleSoft automation credits by checking the flow type and the applicable user’s unmetered usage license. All MuleSoft for flow connectors are eligible, so you don’t need to select connectors from an allowlist.
Configure Notifications for Your IT Teams: Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.
Configure Related Object Notifications for IT Services: Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object.
Configure SLA-based Notifications for IT Services: Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions.
Enable IT Notifications: Use Salesforce Go to enable and configure notifications for your IT service team and employees.
Permission Sets for IT Notifications: Assign the Notifications Designer permission set to enable users to define notification triggers, create templates, and select delivery channels.
Predefined Notifications for IT Services: Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs.
Notifications for IT Services: Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.
Omnichannel Routing for IT Services: Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays.
Key Components of Omnichannel Routing for IT Services: Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you.
Set Up Omnichannel Routing for IT Service Records with a Guided Flow: Route IT Service records with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default IT services console app. This is the fastest way to set up Omnichannel routing for IT service records.
How Omnichannel Routing Works in IT Services: When Omnichannel Routing is set up for IT services, incoming work items such as incidents, problems, and change requests are automatically sent to the most suitable support reps. The support rep can see the incoming request right in the Agentic IT Service Desk app through the Omni-Channel inbox and choose to accept it.
Set Up Omnichannel Routing for IT Services: Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.
Add Omni-Channel Sidebar to Agentic IT Service Desk: While an Omni-Channel utility bar is automatically added when you use the guided flow to set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage their incoming workload.
Agentforce IT Service: Agentforce IT Service is your IT service management solution for the modern workplace with intelligent automation and a unified workspace. With Agentforce IT Service, you standardize how your organization delivers and supports services across every channel.
Configure Manual Pause for Milestones for IT Services: Give your IT team control over service delivery timelines so that they can manually pause and resume milestones for service-level agreements (SLAs) that apply to incidents, problems, and changes. When this feature is enabled, support reps can temporarily halt SLA timers for unexpected external dependencies or stakeholder actions. It also provides visibility by tracking the date, time, and duration of the pause.
Customize Incident and Change Request Pages for Proactive Customer Operations: Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.
Notify Impacted Customers with a Broadcast Communication: When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support.
How Proactive Customer Operations Works: Proactive Customer Operations connects customer service and IT service when customers report a disruption or IT identifies one first. Relate reported cases to the underlying incident, identify other impacted customers, and send updates without waiting for them to contact support. Use the same customer impact and communication workflow for planned changes.
Prerequisites for Proactive Customer Operations: Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.
Permission Sets for Proactive Customer Operations: Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers.
Relate a Case to an Incident with the Service Assistant: When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship.
Relate a Case to an Incident Manually: Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case.
Set Up Proactive Customer Operations: Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields.
Customize Case Page for Proactive Customer Operations: Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident.
Set Up Proactive Customer Operations Features: Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages.
Work with Proactive Customer Operations: Relate customer cases to the incident that's causing them, review the accounts, contacts, and assets that an incident or planned change affects, and send broadcast communications to keep those customers informed.
Permission Sets for Agentforce IT Service: Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively.
Employee Services Portal for IT Service: Give your employees a self-service portal to find knowledge articles, create and track their IT issues and requests, acknowledge policies, submit compliance evidence, and get approvals. Managers can approve employee requests, and employees can connect with support teams directly or escalate issues as needed.
Set Up Service Catalog for the Employee Services Portal: The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees.
Configure Global Search for the Agentic Center Portal: On Employee Services portal sites built with the Agentic Center template, configure the search bar to include the objects you want in the autocomplete results so employees can quickly find records they need.
Compare Employee Services Portal Templates: Compare the two Experience Cloud templates available for IT Service, Agentic Center and Agentforce Employee Center, to choose the right one for your Employee Services portal site.
Create and Publish an Employee Services Portal Site: Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site.
Integrate Embedded Messaging into the Employee Services Portal: Integrate an embedded messaging component into your Employee Services portal so employees can chat with Agentforce directly from the portal. This integration applies to both the Agentic Center and Agentforce Employee Center templates.
Explore the Employee Services Portal: As an employee, use the Employee Services portal to view knowledge articles, raise incidents, cases, and service requests, and track them independently. Chat directly with support teams or escalate through Agentforce, and review approvals as a manager. Some features differ between the Agentic Center and Agentforce Employee Center templates.
Modify Page Layouts for the Employee Services Portal: On Employee Services portal sites, control which fields and buttons employees see on Incident and Case detail pages by customizing page layouts and setting field-level security. These page layouts apply to the Agentic Center template, and to the Agentforce Employee Center template after you enable custom page layouts on the Ticket Details component.
Add a Language Selector to the Employee Services Portal: Your employees can view the Employee Services portal in the language they prefer. Add the Language Selector component so they can switch the portal's display language themselves. The interface language changes, but the data in your records stays in its original language.
Set Up Manager Approvals for the Employee Services Portal: Some employee requests in the Employee Services portal need manager approval. Configure manager approvals so that case actions follow your company's policies. This setup applies to both the Agentic Center and Agentforce Employee Center templates.
Set Up Permission Sets and Access for the Employee Services Portal: Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need.
Set Up the Employee Services Portal Site: Set up an Employee Services portal to provide a self-service experience for your employees. Assign the required permissions, create the site, add users, set up the service catalog, and configure additional portal features.
Configure the Agentforce Employee Center Portal: Complete the configuration tasks that are specific to the Agentforce Employee Center template, such as adding Policy Hub and Evidence Hub tiles.
Configure the Agentic Center Portal: Complete the configuration tasks that are specific to the Agentic Center template, such as configuring global search.
Personalize Employee Portal Pages: As a site admin, control what employees see on the ticket list, ticket details, and approval list pages of the Employee Services portal. Choose which fields and buttons appear so that employees get an experience focused on your service model, without writing code.
Problem Management for IT Services: Problem Management in Agentforce IT Service helps your team proactively identify and manage the root causes of incidents, rather than just treating the symptoms. This process reduces the impact of recurring issues and prevents future disruptions by enabling long-term solutions that improve service efficiency and business operations.
Manage Problems for IT Services: Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved.
Enable Features for Problem Management: Turn on settings in your org that enable Problem Management and its associated features for Agentforce IT Service.
Problem Fulfiller Dashboard for IT Services: The Problem Fulfiller dashboard provides a centralized view of problems assigned to the logged in IT fulfiller, helping them track new, open, and resolved problems effectively. This dashboard enables you to prioritize issues based on urgency, monitor average resolution times, and manage workloads.
Problem Manager Dashboard for IT Services: The Problem Manager Dashboard offers valuable insights into problem trends, resolution efficiency, and team performance. This dashboard enables problem managers to proactively identify recurring issues, analyze root causes, and implement strategic improvements.
Problem Management Permission Sets for IT Services: Users need permission set licenses to interact with settings, workflows, and features for Problem Management. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. Depending on the user role, determine which other permission set licenses to assign to users.
Set Up Problem Management for IT Services: Get started with Problem Management to help you analyze incident patterns, diagnose root causes, and implement solutions to prevent disruptions and minimize downtime. Set up the necessary features, assign permissions, and tailor fields and picklist values to support consistent and efficient problem tracking.
Set Up Change Risk Prediction for IT Services: Set up the Change Risk Score Prediction model to forecast the probability of change request failures. Use the resulting scores to replace subjective assessments with data-informed processes that improve IT stability.
Predefined SLA Policies for IT Services: Predefined service-level agreement (SLA) policies for incidents, problems, and change requests are included with IT services to facilitate your service management processes. These policies streamline your setup, ensuring consistent service levels without the need for extensive configuration from scratch.
Set Up Predefined SLA Policies and Milestones for IT Services: Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration.
Set Up Predictive Actions for IT Services: Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability.
Set Up Configuration Item Criticality Prediction for IT Services: Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets.
Predictive Actions for IT Services: Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability.
Set Up Major Incident Prediction for IT Services: Set up the Major Incident Prediction model to forecast escalation risks by analyzing real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
Set Up SLA Breach Prediction for IT Services: Set up the SLA Breach Prediction model to forecast breach probabilities using machine learning and real-time data. Use the resulting risk scores to prioritize urgent tasks and improve service reliability.
Preview an Evidence Artifact: Open the built-in evidence artifact previewer to review the files attached to a Compliance Evidence Artifact directly inside the artifact record. Reviewing in the previewer means you don't have to download a copy of the file to verify the evidence.
Configure Automatic Priority Assignment for IT Services: Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.
Prompt Templates for IT Service AI Actions: Prompt templates define how Agentforce IT Service AI actions analyze information, generate summaries, and create records. You can use predefined IT Service prompt templates or create custom versions tailored to your organization's specific requirements.
Proactive Actions for IT Incidents: Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents.
Proactive Assistance Workflow for IT Service Records: Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems.
Proactive Actions for IT Problems: Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems.
Proactive Assistance for IT Services: Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data.
Proactive Customer Operations: When a service disruption affects customers, one underlying issue can generate many cases, and customer service reps and IT fulfillers work them in separate records. Connect those cases to the incident that's causing them, and give both teams the same view of the disruption and its impact. Teams troubleshoot the root cause once, and one broadcast keeps every affected customer informed about disruptions and planned changes.
SLA Policy for Problem for IT Services: The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority.
Regulations and Policies for IT Compliance: Capture the external regulations that your organization must follow, author the internal policies that put those regulations into practice, and map regulation clauses to the policy clauses and controls that enforce them.
Manage Releases with Linked Records for IT Services: This example shows how a release manager associates incidents, problems, and change requests to scheduled and emergency releases, and tracks them on the IT Service Calendar.
Manage Releases for IT Services: Plan, build, test, and deploy approved IT changes, such as software updates and hardware upgrades, in a controlled way. Each release can include infrastructure components, applications, documentation, and training materials.
Customize the Release Page Layout and Record Page for IT Service: Customize the release page layout and configure the record page to capture key details for Release Management. Add required fields, related lists, and the action plan component to track dependencies and align processes with your business needs.
Release Management Permissions for IT Services: Assign the necessary permission sets or permission set groups to users, based on their roles and responsibilities in your IT service team.
Review and Close Evidence Requests for IT Compliance: Verify submitted evidence artifacts by previewing files, checking completeness, and setting each artifact's status to Accepted or Rejected. Once all artifacts are verified, mark the evidence request as Accepted to close out the request.
View the Risk Heat Map: The risk heat map plots each risk on a likelihood-by-impact grid, giving leaders and compliance managers an at-a-glance view of where the most severe threats sit and which trends to watch.
Risk Management: Identify, assess, and mitigate IT threats in a single, unified workspace. Your compliance team can register risks from a curated scenario library, calculate the risk score based on stakeholder evaluations, map mitigating controls and policies, and treat them with predefined action plans. Monitor the organization's risk posture in real time with dashboards, heat maps, and automous background actions.
Risk Management Workflow for IT Compliance: Follow how a compliance team identifies, evaluates, and mitigates compliance risks that threaten regulations and policies. See how risks are linked to controls that reduce risk severity, and how risk scores update dynamically as controls pass or fail tests.
How Risk Scores Are Calculated for IT Compliance: Agentforce IT Service calculates two scores for every risk—an inherent score that reflects raw severity before any safeguards, and a residual score that shows what remains after mapped controls are factored in. Both scores are calculated automatically by the Business Rules Engine using the active risk scoring expression set.
Roles and Responsibilities in IT Services: Learn about the different user personas in a typical Agentforce IT Service implementation and their key tasks and responsibilities.
Routing and Assignment for IT Services: Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.
Request Management in an IT Services Company: Jane, a software engineer, is an employee at Cumulus Bank who uses the employee portal and Slack to get service delivery from her company. This example follows Jane as she uses different service delivery paths to reserve a conference room and upgrade her virtual machine.
Request Management for IT Services: Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.
Request Management Permissions for IT Services: To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations.
Request to Allowlist IP or Website: Deploy this template to provide employees with a standardized way to request IP address or website allowlisting.
Reserve Conference Room: Deploy this template to provide employees with a standardized way to request conference room reservations.
Request Data Backup: Deploy this template to provide employees with a standardized way to request for data backups.
Report Device Security Incident: Deploy this template to provide employees with a standardized way for reporting device security incidents involving a company device.
Request Device Encryption Support: Deploy this template to provide employees with a standardized way to request for support related to device encryption setup, verification, and issue reporting.
Enroll Device for MDM: Deploy this template to provide employees with a standardized way to request for device enrollment for Mobile Device Management (MDM).
Request Guest Wi-Fi Access: Deploy this template to provide employees with a standardized way to request for temporary guest Wi-Fi access.
Report Network Issue: Deploy this template to provide employees with a standardized way to report network connectivity or performance issues.
Application and Software Management Templates: Use these templates to manage the lifecycle of software applications, access permissions, and security services. Provide employees with structured intake forms for subscription, authentication, and network security requests, ensuring consistent data capture and automated fulfillment workflows for your IT and security teams.
Renew SSL Certificate: Deploy this template to provide employees with a standardized way to request SSL certificate renewals.
Renew Software Subscription: Deploy this template to provide employees with a standardized way to request software subscription renewals.
Reset Multi-Factor Authentication (MFA): Deploy this template to provide employees with a standardized way to request for Multi-Factor Authentication (MFA) reset in case of lost or compromised credentials.
Request New Software Evaluation: Deploy this template to provide employees with a standardized way to request for new software evaluation for addition to company's approved software list.
Report Software Issue: Deploy this template to provide employees with a standardized way to report problems, crashes, or errors related to software applications.
Request Software Uninstallation: Deploy this template to provide employees with a standardized way to request software uninstallation on assigned devices.
Request VPN Access: Deploy this template to provide employees with a standardized way to request access to corportate VPN.
IT Service Catalog Library: Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements.
Collaboration and Network Services Templates: Use these templates to manage the lifecycle of collaboration tools and network connectivity requests. Provide employees with structured intake forms for requesting collaboration spaces and site access, ensuring consistent data capture and automated fulfillment workflows for your IT and systems administration teams.
Request SharePoint Site Access: Deploy this template to provide employees with a standardized way to request for SharePoint site access.
Create New Collaboration Space: Deploy this template to provide employees with a standardized way to request for new team or project collaboration spaces.
Request New Distribution List or Group: Deploy this template to provide employees with a standardized way to request for new email distribution lists or groups.
Email and Group Management Templates: Use these templates to manage the lifecycle of employee email accounts, distribution lists, and shared mailboxes. Provide employees with structured intake forms for account creation and group management, ensuring consistent data capture and automated fulfillment workflows for your IT and administration teams.
Request Shared Mailbox: Deploy this template to provide employees with a standardized way to request for new shared mailboxes.
Offboard Employee: Deploy this template to standardize the end-to-end employee offboarding workflow. Orchestrate multiple departmental service requests with this primary service request.
Onboard Employee: Deploy this template to standardize the end-to-end employee onboarding workflow. Orchestrate multiple departmental service requests with this primary service request.
Employee Lifecycle Templates: Use these templates to manage the lifecycle of employee onboarding and offboarding processes. Provide teams with structured intake forms for capturing new hire information and managing departure requirements, ensuring consistent data capture and automated fulfillment workflows for your HR and IT administration teams.
Adjust AC Temperature: Deploy this template to provide employees with a standardized way to request AC temperature adjustments across locations.
Report Building Maintenance Issue: Deploy this template to provide employees with a standardized way to report building maintenance issues.
Request Cleaning Support: Deploy this template to provide employees with a standardized way to request for cleaning support.
Request Minor Furniture Move: Deploy this template to provide employees with a standardized way to request for minor furniture moves.
Request New ID Badge: Deploy this template to provide employees with a standardized way to request a new ID badge.
Request Printer Supplies: Deploy this template to provide employees with a standardized way to request for necessary printer supplies.
Facilities Management Templates: Use these templates to manage the lifecycle of physical workspace services and office utilities. Provide employees with structured intake forms for temperature adjustments, maintenance requests, and supply replenishment, ensuring consistent data capture and automated fulfillment workflows for your facilities and office operations teams.
Request Office Supplies: Deploy this template to provide employees with a standardized way to request for common office supplies.
Report Compliance Issue: Deploy this template to provide employees with a standardized way for reporting potential compliance issues.
Request General IT Support: Deploy this template to standardize all miscellaneous IT support requests that don't fit predefined catalog items.
General IT Service Templates: Use these templates to manage the lifecycle of general IT support and maintenance requests. Provide employees with structured intake forms for reporting technical issues and requesting general assistance, ensuring consistent data capture and automated fulfillment workflows for your IT service desk and support teams.
Request Admin or USB Access: Deploy this template to provide employees with a standardized way to request temporary admin or USB access.
Request Audio Equipment: Deploy this template to provide employees with a standardized way to request audio equipment for meetings or events.
Request Laptop Hardware Upgrade: Deploy this template to provide employees with a standardized way to request laptop hardware modifications, such as RAM or disk upgrades.
Request a Loaner Laptop: Deploy this template to manage temporary laptop requests for various scenarios, such as for employees who are traveling or awaiting repairs.
Report a Lost Device: Deploy this template to provide employees with a standardized way to report a lost company device.
Request Laptop Replacement: Deploy this template to provide employees with a standardized way of replacing end-of-lifecycle, damaged, or unsuitable employee laptops.
Request New Laptop: Deploy this template to provide employees with a standardized way to request a new laptop.
Request New Monitor: Deploy this template to provide employees with a standardized way to request a monitor for their workstation.
Request Office Move IT Support: Deploy this template to provide employees with a standardized way of requesting for IT support during an office relocation.
Report System Performance Issue: Deploy this template to provide employees with a standardized way to report system performance issues on an assigned device.
Request Peripheral Device: Deploy this template to provide employees with a standardized way to request for peripheral devices, such as keyboards, mice, adapters, or headsets.
Report Printer Issue: Deploy this template to provide employees with a standardized way for reporting printer issues.
Request Printer Installation: Deploy this template to provide employees with a standardized way to request a printer installation on an assigned device.
Request Projector or Display Support: Deploy this template to provide employees with a standardized way of requesting for projector or display setup or technical support.
Endpoint, Hardware, and End-User Service Templates: Use these templates to manage the lifecycle of physical assets and technical support. Provide employees with structured intake forms for various hardware requests and troubleshooting, ensuring consistent data capture and auditable fulfillment workflows for your IT team.
Report Hardware Issue: Deploy this template to provide employees with a standardized way to report technical issues with their assigned equipment, such as a malfunctioning laptop or a broken monitor.
Request Device Return: Deploy this template to provide employees with a standardize way for returning company-assigned hardware.
Request Remote Device Wipe: Deploy this template to provide employees with a standardized way to request a remote wipe of a lost or stolen device.
Identity and Access Management Templates: Use these templates to manage the lifecycle of user identities and access security requests. Provide employees with structured intake forms for account recovery and security actions, ensuring consistent data capture and automated fulfillment workflows for your IT and security administration teams.
Reset Account Password: Deploy this template to provide employees with a standardized way to make self-service account password reset requests.
Unlock User Account: Deploy this template to provide employees with a secure, self-service channel for instant account unlocking.
Install and Activate Service Catalog Templates: Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal.
Request Database Access: Deploy this template to provide employees with a standardized way to request database access.
Request Firewall Rule Change: Deploy this template to provide employees with a standardized way to request firewall rule changes.
Modify Virtual Machine: Deploy this template to provide employees with a standardized way to make requests for modifying a virtual machine.
IT Cloud and Infrastructure Services Templates: Use these templates to manage the lifecycle of cloud infrastructure and technical services. Provide employees with structured intake forms for virtual resources and system modifications, ensuring consistent data capture and automated fulfillment workflows for your IT team.
Provision a Virtual Machine: Deploy this template to provide employees with a standardized way to make requests for provisioning a new virtual machine.
Reinstall Operating System: Deploy this template to provide employees with a standardized way to request for device operatin system reinstallation.
Request Account Unlock for Colleague: Deploy this template to provide employees with a standardized way to request an account unlock for a colleague.
Request Add or Remove Group Members: Deploy this template to provide employees with a standardized way to request adding or removing members from Active Directory (AD) groups.
Request Application Access: Deploy this template to provide employees with a standardized way to request application access.
Request Application Password Reset: Deploy this template to provide employees with a standardized way to request an application password reset.
Request Azure Virtual Machine: Deploy this template to provide employees with a standardized way to request a development virtual machine.
Request Cloud Storage Bucket Creation: Deploy this template to provide employees with a standardized way to request the creation of a cloud storage bucket.
Request Credential Rotation: Deploy this template to provide employees with a standardized way to request the rotation of credentials for a secret.
Request Data Backup Synchronization: Deploy this template to provide employees with a standardized way to request the synchronization of data backups between source and destination locations.
Request DNS Record Creation: Deploy this template to provide employees with a standardized way to request the creation of a new DNS record.
Request Google Workspace Account: Deploy this template to provide employees with a standardized way to request a new Google Workspace account.
Request Group or Team Owner Change: Deploy this template to provide employees with a standardized way to request a change of owner for a Microsoft Entra group or team.
Request Guest Access: Deploy this template to provide employees with a standardized way to request guest access.
Request Kubernetes Cluster Provisioning: Deploy this template to provide employees with a standardized way to request the provisioning of a Kubernetes cluster.
Manage Active Directory Group Membership: Deploy this template to provide employees with a standardized way to request changes to Active Directory group memberships.
Request Monitoring Agent Installation: Deploy this template to provide employees with a standardized way to request the installation of a monitoring agent on an asset.
Request Microsoft 365 App Support: Deploy this template to provide employees with a standardized way to report issues with Microsoft 365 applications.
Request New Teams Workspace: Deploy this template to provide employees with a standardized way to request a new Microsoft Teams collaboration channel.
Request Okta Password Reset: Deploy this template to provide employees with a standardized way to reset their Okta password.
Request Password Reset for OneLogin: Deploy this template to provide employees with a standardized way to reset their OneLogin account password.
Request Ownership Transfer: Deploy this template to provide employees with a standardized way to request an ownership transfer for folders and digital resources.
Request Password Manager Password Update: Deploy this template to provide employees with a standardized way to request updates to credentials in a password manager.
Request Password Reset for Colleague: Deploy this template to provide employees with a standardized way to request a password reset for a colleague.
Report Application Issues: Deploy this template to provide employees with a standardized way to report application issues.
Report Internal Application Issues: Deploy this template to provide employees with a standardized way to report technical issues with internal applications.
Report Salesforce Platform Issue: Deploy this template to provide employees with a standardized way to report Salesforce platform issues.
Report SSO Issues: Deploy this template to provide employees with a standardized way to report Single Sign-On (SSO) issues.
Request System Logs: Deploy this template to provide employees with a standardized way to request the retrieval of system logs.
Request Salesforce Password Reset: Deploy this template to provide employees with a standardized way to reset their Salesforce account password.
Request Salesforce User Access: Deploy this template to provide employees with a standardized way to request Salesforce user access.
Request Software License Removal: Deploy this template to provide employees with a standardized way to request the removal of a software license.
Request Site Deletion: Deploy this template to provide employees with a standardized way to request site deletion.
Request Supplier Account: Deploy this template to provide employees with a standardized way to request the onboarding of a new supplier.
Request Server Decommissioning: Deploy this template to provide employees with a standardized way to request the decommissioning of a virtual machine.
Request Static IP Allocation: Deploy this template to provide employees with a standardized way to request a static IP address.
Request Terraform Access Token: Deploy this template to provide employees with a standardized way to request a new Terraform access token.
Request Terraform Token Rotation: Deploy this template to provide employees with a standardized way to request the rotation of an existing token.
Request User Access Management: Deploy this template to provide employees with a standardized way to request site membership and ownership changes.
Request User Removal from Active Directory: Deploy this template to provide managers with a standardized way to request the removal of a direct report from Active Directory.
Request Visitor Pass: Deploy this template to provide employees with a standardized way to request a visitor pass.
Request Virtual Machine Backup Provisioning: Deploy this template to provide employees with a standardized way to request the configuration of a virtual machine (VM) backup.
Request Virtual Machine Upgrade: Deploy this template to provide employees with a standardized way to request an upgrade to a virtual machine size.
Enroll User in Security Training: Deploy this template to provide employees with a standardized way to request enrollment in a security training program.
Request Policy Exception: Deploy this template to provide employees with a standardized way to request a policy exception.
Security, Risk, and Compliance Services Templates: Use these templates to manage security awareness, threat reporting, and policy governance requests. Provide employees with structured intake forms for reporting threats and requesting policy exceptions, ensuring consistent data capture and auditable fulfillment workflows for your security and compliance teams.
Report Phishing Email: Deploy this template to provide employees with a standardized way to report suspicious or phishing emails.
Report a Security Vulnerability: Deploy this template to provide employees with a standardized way to report security vulnerabilities.
Request Security Policy Exception: Deploy this template to provide employees with a standardized way to request an exception to a security policy.
Request Desk Phone Setup or Support: Deploy this template to provide employees with a standardized way to request desk phone setup or support.
Request International Roaming Plan: Deploy this template to provide employees with a standardized way to request international roaming access.
Request Mobile Plan: Deploy this template to provide employees with a standardized way to request a mobile plan change.
Telecom and Mobility Services Templates: Use these templates to manage employee telephony and mobile connectivity services. Provide employees with structured intake forms for mobile, roaming, and desk phone requests, ensuring consistent data capture and auditable fulfillment workflows for your IT and telecom teams.
Set Up Request Management for IT Services: Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services.
Work with Request Management for IT Services: Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments.
Same-Org Implementation of Agentforce IT Service: Run Agentforce IT Service with other supported clouds in one Salesforce org for a consolidated operational view. Review technical requirements, limitations, and workarounds, configure sharing and persona controls, and validate data isolation and compliance across domains.
Search Indexes for Agentforce IT Service: Configure search indexes for Agentforce IT Service to help IT support reps efficiently find data and resolve issues. The search indexes are used by Agentforce during chat conversations and proactive assistance to retrieve accurate and relevant results quickly.
Service Assistant for IT Services: As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step.
Use Quick Actions in Service Plan: Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow.
Set a Default Assignment Rule for IT Services: Set a default assignment rule for an object so matching records are routed using the selected assignment rule. You can create multiple assignment rules for an object, but only one assignment rule can be active at a time for an object.
Set Up Assignment Rules for IT Services: Use the simplified setup flow to enable Assignment Rules for your organization. This process also enables and configures Context Service and Decision Table access which are required for assignment rules to function.
Set Up Controls Management for IT Compliance: Bring Controls Management online for your org. Turn on the feature in Salesforce Go, enable the control implementation methods that match how your compliance team works, and assign permission sets so your admins can start authoring controls, building validation procedures, and running compliance tests.
Set Up Evidence Management for IT Compliance: Set up Evidence Management for IT Compliance to configure how IT teams and employees manage audit artifacts. Turn on the feature, assign permission sets, connect external storage, and optionally configure SLAs, notifications, stage management, and other advanced controls.
Set Up Service Requests from Incidents: Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.
Enable Lightning Knowledge for IT Services: Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services.
Set Up IT Service Basics: Enable Agentforce IT Service, then turn on core features quickly by using Salesforce Go features and solution bundles. Set up users and groups for your org, assign permission sets, and define essential settings such as field mappings and priority rules for efficient service delivery.
Set Up Advanced Risk Management Features: Unlock the AI features that help your team work faster and stay current. Turn on Proactive Assistance to generate readable summaries of risks and evaluations on demand, and Continuous Evaluation to let an AI agent monitor your environment, draft new evaluations on every significant change, and queue them up for human review.
Set Up Risk Management for IT Compliance: As an admin, complete the setup tasks to configure Risk Management for your org. Enable the features, tur on advanced features that power automation, and assign permission sets so your compliance teams can start managing risks.
Set Up Salesforce IT Service in Teams: Set up Agentforce IT Service with an Aura or Lightning Web Runtime (LWR) Experience Cloud template to give your employees access to IT services in Microsoft Teams.
Set Up SLAs and Milestones for IT Services: Define service delivery standards for your IT teams. Use a predefined service-level agreement (SLA) policy for quick setup or customize your own policy to match your business needs. Set up the option to manually pause and resume milestone timers and give your support reps more control to accommodate unforeseen delays.
Manage Evidence for IT Compliance: Move evidence through its full lifecycle — create compliance audits, raise evidence requests, fulfill requests with artifacts, and verify evidence so it's ready for external auditors.
Manage Risks for IT Compliance: Move risks through their full lifecycle in one place, from spotting a new threat to closing the loop. Capture risks from a curated scenario library, score them automatically with the Business Rules Engine, link the controls and policies that mitigate them, and assign treatment plans your team can act on.
Work with Risks for IT Compliance: Capture, score, and treat the risks facing your IT environment. Build a reusable scenario library so your team logs threats consistently, gather evaluations from the stakeholders who know each risk best, map risks to the controls and policies that protect against them, and assign the treatment plans that drive each one to closure.
Risk Treatment for IT Compliance: After a risk is scored, your team picks a strategy for handling it, such as mitigating the threat, accepting it, transferring it to a third party, or avoiding the activity that creates it. Each strategy can be associated with an Action Plan Template that turns the decision into a concrete set of tasks.
Set Up Agentforce IT Service with Salesforce Go: Deploy features and configure your Agentforce IT Service org faster with a consolidated initial setup solution and automated configuration. Use Salesforce Go features, feature sets, and the Agentforce IT Service Solution to provision IT services in a few clicks, or pick only the capabilities your company needs through a guided installation.
Set Up Agentforce IT Service Using Setup Bundles: Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface.
Deploy the Agentforce IT Service Solution: Quickly configure your org with essential IT services. The Agentforce IT Service Solution automates the deployment of core IT processes, SLA policies, assignment rule templates, notifications, and AI agents from a single guided experience.
SLA Management for IT Services: Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests.
SLA Lifecycle in an IT Services Organization (Example): This example shows how an IT admin at Cumulus Bank uses SLA Management to make sure that incidents, problems, and change requests are handled efficiently and according to service-level agreements (SLAs).
Work with SLAs and Milestones for IT Services: Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies.
What Are SLA Policies, Entitlements, and Milestones?: Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records.
Slack for IT Services: Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace.
Triage IT Issues with Agentforce in Slack: Automate the most repetitive parts of ticket management so that fulfillers can focus on what matters. With Agentforce IT Service, fulfillers can triage new tickets directly in Slack, achieving a faster and more efficient workflow.
Configure Employee Service Slack for IT Services: Select a Digital Experience site so that Slack can authenticate employee users and correctly unfurl (preview) Salesforce records shared in Slack. Make sure that the employee users have the access to the preferred site.
Configure Service for Slack App for IT Services: Help your IT service team solve issues seamlessly, without leaving their conversations in Slack using the Service for Slack app. Agents can access and update records, collaborate in a swarm channel, manage tickets, and more, directly from their primary workspace.
Proactive Notifications in Slack for IT Services: Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience.
Receive Notifications in Slack for IT Services: Keep employees and fulfillers informed about their IT tickets in real time without ever leaving their workflow. By receiving proactive updates directly in Slack, both employees and fulfillers are kept in the loop, ensuring a smooth, transparent support experience for everyone.
Report Issues in Slack for IT Services: Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command.
Resolve IT Issues with Slack: With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching.
Request Catalog Items in Slack for IT Services: Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need.
Request Knowledge in Slack for IT Services: Resolve common issues instantly by allowing employees to use Agentforce in Slack. When encountering an issue or for general queries, employees can request knowledge and receive immediate, on-demand assistance without human interference.
Set Up Slack for IT Services: Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.
Salesforce Channels in Slack for IT Services: By creating a dedicated Salesforce channel in Slack, you can ensure that every team member has a single source of truth for a ticket's formal data and the informal discussion around it.
Swarm on Incidents in Slack for IT Services: Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving.
View Tickets in Slack for IT Services: Fulfillers can now view and manage tickets directly within Slack, enabling them to work and collaborate without the friction of constant context switching. They can perform key actions and manage the entire ticket lifecycle from a single, unified workspace.
Work with Slack for IT Services: Empower your IT team and employees to work smarter and faster directly within Slack. By unifying your IT service data and workflows in your primary collaboration tool, reduce friction, eliminate context switching, and provide a single source of truth for all your service operations.
Stage Management for Agentforce IT Service: Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish.
Learn the CMDB Lifecycle: Understand the full lifecycle of configuration data in your Configuration Management Database (CMDB). Knowing how configuration items (CIs) , CI types, CI attributes, and CI relationships work together helps your team build a structured, reliable asset inventory and maintain data accuracy across systems.
Key Components of the Unified Catalog for IT Services: The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components.
Use the IT Service Catalog as an Employee: As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app.
Unified Catalog for IT Services: Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently.
Monitor Usage for CMDB Enterprise in Digital Wallet: Monitor how enterprise configuration items are managed and metered in Configuration Management Database (CMDB). Learn how usage is calculated and how Digital Wallet helps you track active enterprise CI counts and usage trends.
IT Admin Builds a CMDB with Discovery: Use Discovery to help an IT admin build a trustworthy configuration management database (CMDB) by inventorying configuration items (CIs) and their dependencies in a controlled portion of the IT environment.
Incident Manager Coordinates a Major Incident: Help an incident manager recognize a critical disruption and hand off a qualified candidate for coordinated major incident response and service restoration.
Knowledge Author Creates Articles from Incidents: Help a knowledge author turn a verified incident resolution into reusable guidance. Support teams and employees can find the guidance through configured channels. To make the guidance available to Agentforce, add Salesforce Knowledge to an Agentforce Data Library.
Catalog Admin Publishes a Service Catalog: Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests.
Change Manager Runs a Safe Change with Risk Scoring: Help a change manager assess risk, resolve scheduling conflicts and conflicts involving configuration items, and authorize a change with verifiable implementation and rollback plans.
Admin Validates the First Agentforce IT Service Incident: Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment.
Agentforce IT Service Use Cases: Explore persona- and outcome-based scenarios for implementing Agentforce IT Service in common IT service workflows.
Monitor Change Risk Prediction Card: Forecast the risk of a change request failing by using machine learning to generate a score from 0 through 100. Use these data-driven scores to replace subjective assessments with a consistent process that improves IT stability.
Monitor Configuration Item Criticality Prediction Card: Forecast configuration item (CI) business criticality by using machine learning, CMDB dependency, and incident data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize incidents, improve change risk decisions, and focus resources on the most business-critical assets.
Monitor Major Incident Prediction Card: Forecast whether an incident is likely to escalate to a major incident by using machine learning to analyze real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
Monitor SLA Breach Prediction Card: Forecast SLA breach probabilities by using machine learning and real-time data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize urgent tasks, manage critical issues, and improve service reliability.
Work with Service Assistant for IT Incident Resolution: Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time.
What Are Proactive Actions?: Agentforce proactive actions are automated background processes that analyze IT tickets as they arrive. By using semantic and historical data modeling, these actions detect patterns and identify solutions from previous records. The actions scan records in real time to provide contextual suggestions and recommendations directly within the workflow before an IT team intervenes. This process automates tasks to increase resolution speed and accuracy.
What is IT Service?: When we talk about IT Service at Salesforce, we’re talking about Agentforce IT Service, a powerful platform of tools and processes to help your team support your employees.
Work with Controls for IT Compliance: Author compliance controls, build validation procedures, and run compliance tests by using Process Compliance Navigator. IT Compliance shares the Controls Management capability with Process Compliance Navigator, so your compliance team uses the same authoring experience to define controls that enforce ISO 27001 and other compliance frameworks across your IT processes.
Work with Lightning Knowledge for IT Services: Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery.
Proactive Actions for IT Services: Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues.
Work with Predictive Actions for IT Services: Use predictive models to automate risk management across the IT environment. Forecast SLA breaches, major incident escalations, change request failures, and configuration item criticality by using real-time data. Identify high-risk records, trigger proactive responses, and use data-driven scores to prioritize tasks and improve service stability.
Create Workflow Actions for Knowledge: Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.
Add Knowledge Pages to Enhanced LWR Sites: Help users self-serve and find solutions quickly with the Knowledge Detail, List, and Related List pages in enhanced LWR sites. Create Knowledge pages and show users your published knowledge articles from your enhanced LWR Self-Service Portal.
Use More Case Keywords to Find Articles: When searching knowledge articles from a case, by default, only the case title is used in the search. Often, you want to use information from the case for more accurate search results, or create a custom search button.
Share Articles in Channels in Lightning Knowledge: Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels.
Share Article URLs in Channels: Insert links to articles from a Salesforce or Experience Cloud site into the case feed. In Lightning Experience, you can share article URLs in emails, social posts, and chat and messaging conversations. In Salesforce Classic, you can send article URLs in the email, social, and Experience Cloud publishers.
Assign Article Actions to Public Groups: Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author.
Archive Articles and Translations: Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels.
Clone a Knowledge Article: Create a new article from an existing one, and copy the fields and attached files you select.
Create and Edit Articles: You can create or edit an article from the Knowledge tab or Article Management tab.
Delete Articles and Translations: You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations.
Import External Content into Salesforce Knowledge: Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.
Create a .csv File for Article Import: The import file maps the article contents to Knowledge article fields. For example, map a Title column in your .csv file with the standard Title field to import each article's title.
Set Article Import Parameters: Specify import parameters in a property file using key names and corresponding values. For example, use the key DateFormat to specify that a date custom field appears in the DateFormat=dd/MM/YYYY format. Or, specify the character encoding and field separator used for the import file.
Create an Article .zip File for Import: To complete your article import, create a .zip file with your parameters, .csv, and .html files, and upload them to Salesforce Knowledge.
Article Type Page Layouts: Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.
Work with Articles and Translations: The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.
Article Personalization for Knowledge: Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity.
Publish Articles and Translations: Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well.
Insert Smart Links into Articles: Smart links go to the right article and version, even when a new version is published or the URL name changes. You create smart links in your article’s rich text fields, so rich text fields must be enabled.
Knowledge Article Summary Limitations and Important Considerations: This topic describes the known limitations and important considerations for the Knowledge Article Summary feature. Awareness of these limitations supports proper component behavior and improves the quality of AI-generated summaries.
Article Type Templates: Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout.
Translate Articles in Salesforce Classic: If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page.
Translate Articles in Lightning Knowledge: If your organization supports a multilingual knowledge base, give support reps and authors access to translated articles. Add authoring actions to user profiles so your support reps can access primary language versions and translation drafts.
Control Data Integrity with Validation Rules: Ensure that your article content is compliant with your company standards. Create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status.
Create Article Types: An article type controls how an article displays and what type of information of fields are included.
Delete an Article Type: Deleting article types can result in errors and lost data. Read this entire topic carefully before deleting article types.
Knowledge Article Types: Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.
Salesforce Knowledge Article Versions: Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier.
Articles or Knowledge Tab: Find out which Salesforce Knowledge tab you are using and what you can do on each.
Reuse Content Across Articles with Knowledge Blocks: Knowledge Blocks are modular pieces of content like a legal disclaimer, company address, or a set of standard steps that you author once and insert into multiple Knowledge articles. Publishing an update to a block can automatically update every article that uses it, so shared content stays consistent without manual edits to each article. Blocks are most valuable when the same verified content must appear in several articles and stay in sync across all of them.
Create and Publish a Knowledge Block: Create a reusable content block, save it as a draft, and publish it so it's available to insert into articles.
Enable Knowledge Blocks: Turn on Knowledge Blocks from the Enhanced Knowledge Settings page in Setup. After you enable it, knowledge managers and authors can access the Knowledge Blocks and Knowledge Block Versions apps from the App Launcher.
Build the Backend Automation: This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions.
Build the Intake Form: This task guides you through building the user-facing form for your service.
Example Apex for Submitting Articles from Cases: If your organization allows customer-support reps to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles. To do so, create an Apex class and assign it to the case article type using the example below as a guide.
Modify Default Category Group Assignments for Articles: Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge
Filter Articles with Data Category Mapping: Make suggested articles more relevant when solving cases. Map case fields to data categories to filter for articles assigned to those data categories. For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list.
Compare Versions of an Article: View what's changed between two versions of an article. Content that is added, deleted, or changed is highlighted side by side in the Article Version Comparison component.
Configure Automated Services on Knowledge Articles: Build a seamless Self-Service experience by embedding automated actions, powered by the Unified Catalog and Flow, directly into your Experience Cloud knowledge articles. This guide walks you through the entire setup process.
Configure Knowledge Record Pages with Dynamic Forms: Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them.
Create and Link to Anchors: You can create anchors within rich text fields so that you can link from one place in an article to another. First create the anchor, then select the anchor with the link tool.
Draft a Knowledge Article with Agentforce: You can ask Agentforce to create a Knowledge article with your prompt templates from anywhere in the app. Tell Agentforce which record to base the article on and which template to use, and then review and edit the draft before you publish it.
Revise Your Knowledge Articles with Einstein: Use Einstein generative AI to revise fields on your Knowledge articles and with predefined styles. Predefined styles can improve the grammar, conciseness or readability of your articles.
Turn On Einstein Knowledge Creation: To use generative AI with Einstein Knowledge Creation, first turn on Einstein Generative AI, and then turn on Knowledge Creation. To use prompt templates, turn on Prompt Builder Template.
Einstein Knowledge Creation: Optimize service rep productivity and efficiently grow your knowledge base with AI-generated article drafts. Use the standard prompt templates or build custom prompt templates so reps can draft fluent, relevant articles from any record, that they review, edit, and save. You can also use Knowledge Edits to quickly revise Knowledge fields with predefined styles. As your knowledge base develops, your team can quickly find answers to issues and address emerging customer pain points.
Learn About Einstein Knowledge Creation: To get started with Knowledge Creation, learn how to identify the right Knowledge fields for each Knowledge record type. Next, review the response type glossary, and see an example of Knowledge Creation in action.
Set Up Einstein Knowledge Creation: Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation.
Set Up Subagent for Knowledge Creation: Add the Knowledge Article From Template subagent to your employee agent so reps can create Knowledge articles conversationally through Agentforce. The Knowledge Article From Template subagent includes the Create Knowledge Article From Template action.
Draft a Knowledge Article with a Prompt Template: Draft Knowledge articles from any record, such as a case, incident, or work order, without writing them manually. Select the prompt template that fits your scenario, then review and edit the AI-generated draft before you publish it.
Einstein Knowledge Creation Usage and Tracking: Einstein Knowledge Creation charges only for the articles you generate. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
Field-Level Security on Articles: Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles.
Smart Links to Salesforce Knowledge Articles: Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name.
Custom Fields for Articles: The first step in creating a custom field for articles is choosing the field type.
Plan Your Knowledge Base in Salesforce Classic: It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.
Plan Your Knowledge Base in Lightning Experience: It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.
Get Started with Enterprise Knowledge (Generally Available): Use Salesforce Enterprise Knowledge, powered by Data 360, to unify all your organizational knowledge and modernize your knowledge experience. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. Enterprise Knowledge enhances the Service Cloud knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge.
Add Related Lists to Your Lightning Record Page: You can add the Enterprise Knowledge Articles related list to show external harmonized content from Data 360 attached to records and the Standard Knowledge Articles related list (formerly Articles related list) to show native Salesforce knowledge articles attached to records.
Turn On Agentforce Coworker: Turning on Agentforce Coworker is largely done automatically for you. The steps can take a little while to process. If you missed any pre-enablement steps, there's a warning on the Setup page with instructions for completing the steps, and you can't activate Agentforce Coworker until you complete them.
Turn On Agentforce Answers for Enterprise Knowledge: Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component.
Configure Search Settings to Optimize Your Search Results: To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results.
Set Up Enterprise Knowledge: Set up Enterprise Knowledge by using the guided setup on the Enhanced Knowledge Settings page in Setup.
Set Up Actions to Insert Articles to Case Publishers in Salesforce Classic: When using Knowledge in Salesforce Classic, support reps can send an article’s content embedded in the body of the email, a social post, or the Experience Cloud site publisher. Create a communication channel mapping to choose which article fields are included for each article type. Instead of sending a URL, your customers can then access the information without going to a website. Support reps can send articles that are not published publicly without rewriting or copying an internal article. By using permissions, admins can let specific support reps choose which internal articles to share externally while others can send only published, external articles.
Gather Feedback on Knowledge Articles with Knowledge Feedback: By using Knowledge Feedback, you can collect feedback on Knowledge articles and assign each feedback response to the appropriate people or groups to act on the feedback. You can collect feedback from users on articles within the org or through Experience Cloud. Each user can give more than one feedback response.
Create a Joined Report for Knowledge Feedback: A joined report contains data from reports that are of different types, including standard and custom report types. You can use a joined report to present different types of information in a single report. Create a single, comprehensive report for Knowledge Feedback by adding Knowledge Article Feedback and Survey Responses report types to a joined report.
Add Custom Fields to Article Types: Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.
Further Setup for Salesforce Knowledge: It’s time to keep building your knowledge base. You can add workflows and approvals, track field history, and add validation rules.
Article History Tracking (Salesforce Classic): You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months.
Article History Tracking (Lightning Experience): Track the history of certain fields in articles. If you have history tracking enabled, open an article and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months.
Set Up Actions to Insert Articles into Channels in Lightning Knowledge: With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles.
Insert Telephone Links into Articles: Add telephone links to Knowledge articles to let customers call support directly from Knowledge articles to get quick help.
When Are Lightning Authoring Actions Available?: In Lightning Knowledge page layouts, actions are shown or hidden based on the article’s publication status. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission.
Lightning Article Editor: Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs.
Considerations and Limitations for the Lightning Editor: Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case.
Create Persistent Links to Lightning Knowledge Articles: You can manually create a permanent link to a Lightning Knowledge article. The link, called a permanent or static link, points to the latest version of an article in the user’s preferred language. You can embed an article link in external sites and documents to provide your users with access to the latest version.
Authoring Actions in Lightning Knowledge: Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.
Enable Lightning Knowledge: Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.
Lightning Knowledge Home and Record Pages: Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.
Lightning Knowledge Limitations: Welcome to your handy guide to the way things work—or don’t—in Lightning Knowledge. Keep these considerations in mind whether you’re starting fresh or making the switch to Lightning Knowledge.
Page Layout Considerations for Lightning Knowledge: A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.
Build Your Knowledge Base in Lightning Experience: Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects.
Record Type Considerations for Lightning Knowledge: Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types.
Search for Knowledge Articles in Lightning Experience: In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console.
Set Up and Configure Lightning Knowledge: Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process.
Guidelines for Using the Lightning Knowledge Component: The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles.
Knowledge Limitations in the Salesforce Mobile App: Knowledge articles are available in the Salesforce apps for Android version 8.0 or later and iOS, version 10.0 or later. Learn what's different or not available in the app.
List View Considerations for Lightning Knowledge: Lightning Knowledge uses the same list views as other objects in Salesforce. Learn how an article's publication status and some user permissions affect list views for Knowledge.
Salesforce Knowledge Help and Resources: Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.
Automate the Approval Process for Knowledge Article Relationships: If needed, you can automate the process for reviewing and approving knowledge article relationships. Knowledge Managers can review, approve, or reject the hierarchy of knowledge articles before they’re published.
Manage Article Hierarchy in the Knowledge Maps Component: The Knowledge Maps component shows your knowledge articles in a clear, hierarchical structure. You can easily reorganize the structure and order of your articles directly within the Knowledge Maps component.
Set Up Knowledge Maps: To organize your knowledge articles into a clear, hierarchical structure, turn on Knowledge Maps.
Lightning Knowledge Migration Tool: Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.
Migrate Multiple Article Types: You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool with multiple article type orgs.
Migrate a Single Article Type: You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool in orgs with a single article type.
Lightning Knowledge Migration Tool Features and Considerations: Before planning and performing the migration with the Lightning Knowledge Migration Tool, learn about the differences between Classic Knowledge and Lightning Knowledge. Understand the limits of the migration tool and Classic features that either aren’t supported or work differently in Lightning Knowledge.
Plan and Sandbox Test Your Migration: If you helped build your Classic knowledge base, you know that planning is critical. In fact, planning is the most important part of migrating to Lightning Knowledge.
Verify Migrated Articles in Multiple Article Type Orgs: During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object. Use the old and new IDs to look at articles and verify that their contents and metadata have migrated properly. We recommend that Multiple Article Type orgs verify articles during the Lightning Knowledge Migration Tool’s Activation and Validation stages.
Manage Articles and Content with Salesforce Knowledge: Create and manage your company information and securely share it when and where it’s needed. Learn how to draft, publish, translate, and manage Knowledge articles.
Lightning Knowledge Post-Migration Checklist: After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base.
Set Up Primary Article and Translation Side-By-Side View: Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article.
Set Up Actions to Share Article URLs in Channels and Case Publishers: Support reps can insert links to articles from a Salesforce Site or Experience Cloud sites into the case feed. In Lightning Experience, your support reps can share article URLs in email, social posts, and chat and messaging conversations. In Salesforce Classic, your team can send article URLs in the email, social, and Experience Cloud publishers.
Knowledge Release Updates: Learn about Knowledge release updates and how to enable and configure them.
Rich Text Fields in Knowledge Articles: Use a range of formatting options when you create article content in custom rich text fields. Rich text fields in Knowledge use a different editor than other custom objects. The CKEditor for Knowledge articles is packed with extra features and works differently than other rich text fields. Some features are available only in Lightning Experience.
Knowledge Scalability: Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each of these versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the number of articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles.
Article Search Results: How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results.
Improve the Knowledge Article Search Experience: To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.
Set Up Knowledge Component Actions: Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites.
Knowledge Settings: From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers.
Build Your Knowledge Base in Salesforce Classic: Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.
Create Public Groups for Knowledge: Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.
Flow Approvals for Lightning Knowledge: Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals.
Classic Knowledge User Access: Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.
Lightning Knowledge User Access: Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.
Workflow and Approvals for Articles: Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you more control over the content and publication of your articles.
Sharing for Lightning Knowledge: Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules.
Sharing Considerations for Lightning Knowledge: Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model.
Choose the Sharing or Access Model for Lightning Knowledge: The standard Salesforce sharing model contrasts with the default for Knowledge, which uses data categories to control access beyond object permissions. When you use standard sharing, data categories no longer control record access. Your knowledge base continues to use data categories to classify articles. Data categories affect searches and queries and can be used as filters.
Knowledge Similarity: When your authors write, review, or draft a knowledge article—manually or with AI—they can check for existing articles that cover similar content. Authors can reuse or update an existing article instead of creating a duplicate, which keeps your knowledge base consistent, accurate, and easier to maintain.
Set Up Knowledge Similarity: Set up Data 360 and an Agentforce Data Library, then turn on Knowledge Similarity so your authors can check for similar articles before they publish.
Turn On Knowledge Similarity: Turn on Knowledge Similarity and ground it on an Agentforce Data Library so that your authors can check for similar existing articles while they work.
Find Similar Knowledge Articles: Knowledge Similarity compares a draft or published article against your knowledge base and returns a ranked list of similar articles. Use Knowledge Similarity before publishing new content to avoid duplicates, or when reviewing existing articles to identify coverage gaps.
Target Behavior for Smart Links: You can specify how smart links open using the different types of target options. Understand the behavior of each option and how smart links created in Salesforce Classic behave in Lightning Experience.
Add Table of Contents to Knowledge Article Pages: To quickly see the sections in Knowledge articles and improve navigation, add the Table of Contents (TOC) component to new and existing articles in your knowledge base. You can add the TOC only to articles in HTML format, not PDFs or other nonHTML formats.
Enable Topics for Articles: Classify and search knowledge articles by assigning topics. Topics can be added from the article view and detail pages. Suggested topics, which are only supported in English, are terms extracted from the article, so that they are more concrete and precise than a data category assignment. When searching, topics can be used to index the article, so the matched articles are more relevant to keyword searches.
Assign and Track Feedback Resolution: Assign feedback responses to a knowledge author or queue to take action on them. You can also track progress until the feedback is resolved.
Export Articles for Translation: If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup.
Import Translated Articles: If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.
Support Knowledge Articles in Multiple Languages: Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor.
Unify Knowledge from Various Sources: Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.
Unified Knowledge Considerations: Before you set up Unified Knowledge, consider details about third-party knowledge connectors, import and synchronization, generative AI and Einstein for Service, record access and visibility, and search.
Third-Party Knowledge Preparation: Before you set up Unified Knowledge, prepare your third-party knowledge bases. Some preparation steps can require access or configuration of your third-party knowledge systems.
Zoomin Connector Preparation: Before you set up Unified Knowledge, review Zoomin documentation to understand what you need to do for each connector you plan to use.
Unified Knowledge Preparation: After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.
Unified Knowledge Requirements: Before you set up Unified Knowledge, understand its requirements, considerations, and limitations.
Unified Knowledge Imported Content Review: After you set up Unified Knowledge and import third-party articles, review a set of articles to verify they synced as expected from your source.
Set Up Unified Knowledge: Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.
Set Up Third-Party Connectors with Data 360: Set up third-party connectors in Data 360 to import knowledge from third-party sources. Make sure you’ve set up Data 360 in your org.
Sync Knowledge with Data 360: To form a comprehensive, integrated knowledge base, sync your knowledge from the Einstein 1 Platform to Data 360.
Use the Enterprise Knowledge Component: The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform format, regardless of its origin or type.
Use Salesforce Standard Knowledge: Search for articles in Salesforce Classic or Lightning Experience. Get the most from your articles by sharing them in the case feed and using the Knowledge component.
Define Validation Status Picklist Values: When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review.
Verify Migrated Articles in the Activation Stage: Verify articles during migration from Salesforce Classic to Lightning Knowledge. Verification steps are recommended for orgs with multiple article types.
Verify Migrated Articles in the Validation Stage: After verifying the articles in the Activation stage, verify the articles again during the Validation stage of the Lightning Knowledge Migration Tool. During this stage, you verify the articles in Lightning Experience.
View Feedback Response Data: The Knowledge Article Feedback page shows a list view of all feedback responses received on your knowledge articles, providing a consolidated overview of all feedback in one place.
Create a Knowledge Base with Salesforce Knowledge: Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared.
Set Up the Knowledge One Widget: Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case.
Migrate from Legacy Chat to Enhanced Chat: Set up a domain where you’ll host Enhanced Chat. Use the Legacy Web Chat Migration (Beta) tool to migrate to Enhanced Chat. And then take the required and optional next steps after using the tool.
Migrate Custom Labels from Legacy Chat to Enhanced Chat: Some Legacy Chat labels are migrated to Enhanced Chat with the Legacy Web Chat Migration (Beta) tool. Review which labels come over automatically. Then review which labels you can customize manually once you set up Enhanced Chat.
Access Customer Details During a Chat: When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases.
Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console: Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.
Add the Supervisor Panel to the Salesforce Console: Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.
Add Chat to the Salesforce Console: Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.
Compare Live Agent and Omni-Channel Routing for Chats: See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. If you want to use Chat in Lightning Experience, you must use Omni-Channel routing.
Attach Articles to Chats: Use the Knowledge One widget to find articles that help solve customer issues during chats.
Attach Records to Chat Transcripts: Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.
Automated Invitation Settings: Automated invitation settings control the invitations that prompt your customers to chat with agents on your website.
Block Unwanted Chat Customers: You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat.
Block Sensitive Data in Chats: Sensitive data rules let you block specific patterns, such as credit card, Social Security, phone and account numbers, or even profanity. You can choose to remove the text or replace it with your preferred characters.
Chat Button Settings: Chat button settings control the behavior of the chat buttons that customers use to interact with agents.
Change Your Chat Status: Change your Chat status to control when you’re available to receive new and transferred chats.
Supported Browsers for Chat Notifications: Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use.
Chat Queuing Options: Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.
Chat Routing Options: Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.
Chat Transcripts: A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.
Chat with Customers: Accept incoming chat requests to begin chatting with customers in a Salesforce console app.
Send a Chat Conferencing Request: As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. Chat conferencing lets you invite one or more agents into your customer chats. That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat.
Chat Agent Configuration Settings: Chat agent configuration settings control the functionality that’s available to agents and their supervisors.
Create Automated Chat Invitations: Set up automated chat invitations that appear as animated pop-ups on your website to invite customers to chat with an agent.
Create Chat Buttons: Create chat buttons to enable customers to request a chat with an agent directly from your website.
Create Chat Agent Configurations: Chat agent configurations define the functionality that’s available to your agents and support supervisors. Create configurations to give different capabilities to multiple types of users,
Create Chat Deployments: A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website.
Create and Assign Chat Skills: Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.
Create Chat Users: Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
Customize Your Chat Implementation: After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required.
Chat Deployment Settings: Chat deployment settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Enable Chat: Get started with Chat by enabling it for your Salesforce org. After you enable Chat, you can customize it.
End a Chat Session: End a chat session after you’ve finished chatting with a customer and updating the records related to their chat.
Chat with Customers on Your Website: Give your customers real-time support with web chat. Add chat buttons to your web pages and send automatic chat invitations to people browsing your website.
Set Up Chat in Salesforce Classic: Set up Chat so that your support agents use the console in Salesforce Classic to chat with customers. You can also add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience.
Set Up Chat in Lightning Experience: Set up Chat so that your support agents use a Lightning console app to chat with customers. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. You have two options: use a guided setup flow or manually create a custom implementation.
What's Different in Chat in Lightning Experience: Chat looks and functions differently in Lightning Experience. Keep these considerations in mind whether you're starting fresh or making the switch to Chat in Lightning Experience.
Extend Your Web Chat Implementation with Embedded Service and Einstein Bots: After you’ve set up Chat and Omni-Channel to work together in Lightning Experience, give your customers a better chat experience with Embedded Service and Einstein Bots. Embedded Service lets you create a pre-chat form and custom branding with little to no code. Embed the chat window on your website and both your desktop and mobile customers can have the same chat experience. Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues.
Set Up Chat with a Guided Setup Flow: Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website.
Manage Chat Capacity with Omni-Channel: If your support organization has been using Chat for a while, you know that you can select an agent’s maximum number of chats by using the Chat Capacity field. When Omni-Channel is enabled in your Salesforce org, however, you need to manage your agent’s chat capacity using Omni-Channel configurations instead.
Set Up Omni-Channel Routing for Chats: Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules.
Pre-Chat Forms and Post-Chat Pages: Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.
Report on Chat Sessions: Gain insight into your agents’ chat activities by building reports about Chat sessions.
Send Quick Text Messages in Chats: Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more.
Chat Session Records: Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.
Set Visibility for the Chat Sessions Tab through Permission Sets: Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified permission sets.
Set Visibility for the Chat Sessions Tab through Profiles: Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified profiles.
Set Visibility for the Supervisor Tab Through Profiles: The Chat supervisor panel is your supervisors’ one-stop shop for finding information about their organizations’ chat buttons and chat agents. Make the Chat supervisor tab visible to users who are assigned to specified profiles.
Create a Basic Chat Implementation: Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers.
Set Up Chat in the Salesforce Console in Salesforce Classic: After you set up and customize your basic Chat implementation, add it to the Salesforce console so that your agents and supervisors can start using chat to assist customers. Additionally, you can set up some other features in the Salesforce console to create an even more robust chat experience for your agents and your customers.
Set Up Chat Answers from Knowledge Articles: If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.
Set Visibility for Chat Users: Choose how your Chat users can view the Supervisor Tab and Chat Sessions using profiles and permission sets.
Chat Statuses: Chat statuses define how you can interact with customers while you're online, away, or offline.
Assign Skills to Agents: Assign skills to your agents as the expertise of your team evolves.
Permissions for Chat Support Agents: Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.
Chat for Support Agents: Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers.
Permissions for Chat Support Supervisors: You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.
Chat for Support Supervisors (Salesforce Classic): Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic.
Chat Transcript Events: Live chat transcript events automatically track events that occur between your agents and customers during chats.
Chat Transcript Fields: Chat transcript fields help you track information about your agents’ chats with customers.
Transfer Chats to an Agent, Skill, or Button: Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. This information applies to chats routed with Live Agent routing only.
Transfer Chats: You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests.
Transfer Files During a Chat: Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues.
View Customer Records in the Salesforce Console: Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic.
Chat Visitor Records: Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer.
Add Conferencing to a Messaging Session: Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over.
End a Messaging Session: When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.
Inactivate a Messaging Session: When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session.
Open Messaging: Access Messaging through the Service Console app that your admin set up. Log into Omni-Channel to start chatting with customers.
Send Images and Files in Messaging Sessions: Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).
Transfer a Messaging Session: Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor.
Set Up Automated Notifications in Messaging: Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging.
Send Automated Messages in Standard Messaging Channels: Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else.
Customize Auto-Responses in Messaging Channels: Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.
Add Messaging to the Service Console: Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.
Turn On Messaging: Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.
Track Messaging Users in Salesforce: When a customer messages your company, Salesforce creates a messaging user record for them. The messaging user record can include the customer’s name, phone number or Facebook name, and consent status. Messaging user records are required for your recipients, even if you’re sending messages to contacts, employees, or person accounts.
Provide Conversation Support with Messaging: Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.
Messaging User Fields: Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel.
Update Messaging Channel Settings: To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.
Protect Customer Data and Privacy in Messaging: Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.
Create a Facebook Messenger Channel: Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel.
Set Up SMS Channels: Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging.
Test Your Facebook Messenger Channel: Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.
Clone Macros: You can quickly copy a macro by cloning it. Cloning a macro is useful when you want to create a macro that is a variant of the source macro.
Add Logic to Macros in Lightning Experience: To control the execution of macro instructions in Lightning Experience, add logic with the Macro Builder. Create expressions with one or more conditions, and add instructions that execute when the expression is true.
Create a Macro: Macros give you the power to automate common repetitive tasks and resolve issues with a single click. You create a macro by specifying the instructions for actions that the macro performs. A macro is like a little computer program. You tell the macro each step that it performs.
Automate Repetitive Tasks with Macros: Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency.
Bulk Macros: A bulk macro is a macro that runs on multiple records at the same time. Bulk macros let support reps quickly address spikes in customer cases involving the same issue. Macros must meet certain criteria to run as bulk macros.
Examples of Macros in Salesforce Classic: These examples show how you can create different types of macros based on your business needs. Using a macro saves support reps time because it automates repetitive and routine actions, freeing them to focus on helping customers.
Prerequisites for Macros: Before you create and run macros, ensure that your org meets the prerequisites for using macros and then add the macros widget or utility to your app.
Irreversible Macros: Some macros perform actions that can’t be undone, such as sending outbound emails to customers or updating a case status. A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions.
Manage Macros: You can clone a macro to create a macro with slightly different instructions. You can also share macros with other users. However, sharing works differently in Salesforce Classic and Lightning Experience.
Run a Macro: Run a macro to automate a series of repetitive keystrokes that you usually perform manually when working with records. You can quickly complete common tasks, such as updating the case status or sending an email with a survey link, by running a macro.
Run a Bulk Macro on Multiple Records: You can run a bulk macro on only one record at a time, or you can run it on multiple records at the same time. Use bulk macros to quickly address similar customer cases or records.
Search All Text Fields in Macros: Expand the scope of macros search so that support reps can quickly find macros by searching for keywords contained in a macro’s text fields.
Share Macros: You can share macros with users, public groups, and more. In Salesforce Classic, you can share individual macros. In Lightning Experience, you share macros using folders.
Experience Cloud Publisher Actions Supported in Macros: These actions are available when you click Select Community Action in the macro instructions. Community actions let you update and post to Salesforce Communities. You can create and run macros to perform these actions on the Community Publisher in the Salesforce Console for Service.
Custom Quick Actions Supported in Macros: These actions are available when you click Select Name of Quick Action in the macro instructions. You can create and run macros to perform custom quick actions in the Salesforce Console for Service.
Email Publisher Actions Supported in Macros: These actions are available when you click Select Email Action in the macro instructions. Email actions let you modify text in emails in Case Feed. You can create and run macros to perform these actions on the Email Publisher in the Salesforce Console for Service.
Salesforce Knowledge Actions Supported in Macros: These actions are available when you click Select Knowledge Sidebar Component in the macro instructions. Knowledge actions let you search for knowledge articles and add articles to cases. You can create and run macros to perform these actions on the Salesforce Knowledge Publisher in the Salesforce Console for Service.
Social Actions Supported in Macros: These actions are available when you click Select Social Action in the macro instructions. You can create and run macros to perform these actions on the Social Publisher in the Salesforce Console for Service.
Tips for Creating Macros: How you name and design your macro can impact its usefulness to support reps. Keep these tips in mind when creating macros.
Tips for Creating Bulk Macros: The key to successfully using bulk macros is to select the right records to run the macro on. Support reps can filter the list views to identify which records to select.
Macros Utility for Lightning Apps: The Macros utility lets you complete repetitive tasks in a single click. You can add the Macros utility to any Lightning app, including apps with standard navigation and console navigation.
Manage Service Campaign Members: Monitor the progress and resolution status of individual customer interactions triggered by detection rules.
Merge Fields for Cases: The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field.
Activating and Deactivating Messaging Channels: Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp.
Personalize the URL of an Auto-Response Component: To personalize the URL being sent by an auto-response messaging component, use a placeholder. Personalizing the URL creates a dynamic experience for the end user. For example, use a placeholder to reference a language code in the URL, which presents the URL to the end user in their preferred language.
Offer Native Messaging Support with Agentforce Contact Center: Give customers more ways to get support by connecting with them through messaging channels that they already use. With Agentforce Contact Center, service reps can message customers in real time from the Service Console on desktop or mobile.
Send a Message to a Customer: Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.
Considerations for Apple Messages for Business: With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).
Contacting Customers in Apple Messages for Business: If you want customers to message you in Apple Messages for Business, it’s helpful to understand the ways that they can do so. To make it easy for your customers to contact you, take advantage of both native Apple and business-controlled entry points.
Creating Interactive Content for Apple Messages for Business: Learn how to create a rich, interactive messaging experience in your Apple Messages for Business channel. Apple requires business channels to include interactive content, and in Salesforce, you meet this requirement by creating messaging components.
Set Up Apple Messages for Business Channels: To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.
Add Apple Pay to a Messaging Channel: To allow service reps to request payments during messaging sessions, add Apple Pay to your enhanced Apple Messages for Business channel.
Plan Your Apple Messages for Business Customer Journey: While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started.
Route Apple Messages Inquiries by Intent and Group: Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.
Enable Public Linking on an Asset File: To let customers view previews of asset files sent by service reps or bots, enable public link capability on the file.
Block Sensitive Data in Messaging Sessions and Voice Call Transcripts: Create sensitive data rules to block specific patterns, such as credit card numbers or profanity, in Enhanced Messaging sessions, Enhanced Chat, and voice call transcripts. You can remove the text or replace it with your preferred characters. This method, also known as data masking, helps protect your customers’ data.
Create and Assign a Broadcaster Permission Set for SMS: Give broadcasters permission to send one-to-many messages in a standard SMS messaging channel. Optionally, set them up with Messaging and Omni-Channel permissions to have one-to-one conversations with recipients.
Send Broadcast Messages: Send a bulk SMS from a contact, employee, person account, or messaging user list view in a standard SMS channel. View your company’s sent broadcast messages in the Broadcast Messages tab.
Set Up Broadcast Messaging (Standard Channels): Broadcast Messaging lets you send one-to-many SMS text messages to contacts, employees, person accounts, and messaging users in standard SMS channels only. To get started, configure your broadcasters’ access and create message templates.
Add the Broadcast Messages Tab to an App: If you’re using broadcasting in your standard SMS channel in Agentforce Service (formerly Service Cloud), let your broadcasters view your company’s sent messages on the Broadcast Messages tab.
Set Up an Agentforce Service Agent for Bring Your Own Channel: When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent.
Get Expert Support for Bring Your Own Channel for CCaaS: Get help with Bring Your Own Channel for Contact Center as a Service (CCaaS) directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your CCaaS provider.
Send a Meta Product Catalog in WhatsApp: Engage your customers and drive sales by showcasing your products directly in a WhatsApp chat. Configure your catalog in Meta Commerce Manager, then in Salesforce create an Apex handler class, build the Catalog messaging component, and set up a screen flow to send the catalog.
Sample SMS Message and Related Information: Use this information to create your opt-in, opt-out, and help messages for your SMS campaigns in Agentforce Service (formerly Service Cloud). All keywords are case-insensitive.
Clone Your Enhanced In-App Chat Deployment: To prevent outages for customers who haven’t yet upgraded to the latest version of your mobile app, clone your Enhanced In-App Chat deployment before releasing a new feature. Roll out the new feature on the cloned version of the deployment while allowing customers who haven’t yet upgraded to keep using the older version.
Messaging Component Types and Formats: With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.
Example: Apex Class for Time Selector Messaging Components: Time selector messaging components send customers a prompt and a list of available time slots for them to choose from. To generate the list of time slots each time the component is sent, create an Apex class. The Apex class determines the time slot start time, duration, and time zone.
Create and Send Authentication Requests in Messaging Sessions: Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google.
Get to Know the Messaging Component Builder: The Messaging Component Builder is your workshop where you can customize and preview all types of messaging components. Learn where and how to get things done in the Builder.
Considerations for Messaging Components: Before creating messaging components for service reps to send in messaging sessions, review important considerations.
Share External Apps in Messaging Sessions: Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat.
Add Custom Messaging Components to a Third-Party Messaging Channel: Customize the out-of-the-box Messaging surface so that an AI agent can render custom messaging components—such as forms—in legacy chat and third-party messaging channels, alongside the out-of-the-box response formats.
Create and Send Questions with Dynamic Options in Messaging Sessions: To quickly locate the record that a customer is inquiring about, let service reps send customers a question with a dynamic list of records to choose from. For example, ask customers to choose from a list of their recent orders or cases. Create your question and options in Setup, and then add a flow that service reps run to send the question to customers in a messaging session.
Create and Send Enhanced Links in Messaging Sessions: An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat.
Set Up a Flow to Send Time Selectors in Messaging Sessions: Let service reps send time selector components in supported enhanced Messaging channels and Enhanced Chat. Create a screen flow, associate it with a messaging component and an Apex class, and add it to the Service Console.
Create and Send Secure Forms in Messaging Sessions: To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information.
Customizing Messaging Components with Formula Templates: When you create a messaging component, you can add and configure one or more formats to control the component’s appearance in different Messaging channels. The default format of messaging components is Text, which is a plain text version of the component.
Add Dynamic Content to Messaging Components: When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.
Add Dynamic Images to Messaging Components: If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers.
Add Images to Messaging Components with Constants, Parameters, and Formulas: Many types of messaging components can include images, such as enhanced links, forms, and questions with options. Images in messaging components give your customers helpful visual cues, reinforce company branding, and add some color—literally and figuratively—to everyday service interactions. Learn how to control which images are shown in a messaging component that a service rep or bot sends to a customer.
Add Static Images to Messaging Components: If you want a messaging component to always show the same image or images, define the images in the Messaging Component Builder using constants. Standard constants are auto-created, while you create custom constants manually.
Interactive Messaging Components: Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.
Create and Send Payment Requests in Messaging Sessions: Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay.
Set Up a Flow to Send Payment Requests in Messaging Sessions: Create Apex classes and a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component.
Create and Send Questions with Static Options in Messaging Sessions: Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat.
Create and Send Time Selectors in Messaging Sessions: Prompt customers to select from a list of time slots during messaging sessions. For example, ask customers to select a time for a service visit or delivery. Create a time selector messaging component, and then link it to a flow and an Apex class. Service reps run the flow to send the time selector to a customer, and the Apex class provides the list of time slots.
Translate Messaging Components into Your Customer’s Language: Show messaging components in a customer’s preferred language with the help of Translation Workbench. For example, when you send a French-speaking customer a question with three options, show the question and options translated into French.
Set Up Screen Flow to Send WhatsApp Payment Requests in Messaging Sessions: Set up a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component.
Customize the Messaging Opt-In and Opt-Out Experience: With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).
Using Enhanced Bots in Messaging Channels: To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.
Create an Apple Messages for Business Channel: Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console.
Create WhatsApp Pay Screen Flow for Brazil: This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user.
Create WhatsApp Pay Screen Flow for India: This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user.
Send a Personalized Customer Greeting with a Formula Template: Send a personalized greeting to an end-user automatically when a service rep accepts their messaging session. Create a Start Conversation auto-response messaging component that contains a formula template.
Work with Messaging Data: Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.
Use Case: Use If Condition to Show Content Based on Complex Logic: Use the If Condition screen element to dynamically show content or screens. For example, you can use the If Condition to add a footer that navigates to a different screen based on the previous selection. With the If Condition screen element, Salesforce evaluates one or more conditions in sequence and displays the content if the condition evaluates to true. If the condition is false, the logic returns the other preconfigured content. Unlike the Switch conditional logic, If Condition logic supports complex criteria by combining conditions using AND and OR logical operators.
Use a Screen Flow to Pass Input Data to a Dynamic WhatsApp Flow: The screen flow can collect customer data and securely pass it into variables. These variables can then serve as input for the dynamic WhatsApp Flow that is created with an Apex-based form messaging component. To add personalized content to the message, in the Apex-based form messaging component, add dynamic references to this input data. For example, to schedule a veterinary appointment, the screen flow collects specific details, such as the type of animal and the issue, and dynamically passes this information to the Apex-based form messaging component.
Use Case: Use a Switch Element to Show Screens Based on Conditional Logic: Use the Switch screen element to dynamically show or hide content. It compares a single field value against one or more specified values, and then displays the content associated with the first value that is an exact match. If no match is found, it returns the preconfigured default value. Unlike the If element, Switch is limited to performing an exact match comparison on a single field and doesn’t support complex logical operators like AND or OR.
Messaging Error Codes: Identify errors that service reps may encounter during standard and enhanced messaging sessions in Agentforce Service (formerly Service Cloud).
Considerations for Facebook Messenger: Review these considerations before creating a Facebook Messenger channel in Agentforce Service (formerly Service Cloud).
Set Up Facebook Messenger Channels: To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links.
Set Up a Flow to Send Questions with Options in Messaging Sessions: To let service reps send a question with dynamic options in supported enhanced Messaging channels or Enhanced Chat, create a flow and associate it with your question component. Then, add the flow to the Service Console.
Create Messaging Users: Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.
What’s Messaging?: Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.
Lifecycle of a Messaging Session: Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.
Considerations for LINE Messaging Channels: LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).
Create a LINE Messaging Channel: Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.
Move Enhanced SMS Channel Metadata to Sandbox: If you have configured enhanced SMS channels, you can move their configurations from a production org to a sandbox org for testing or development, from sandbox to sandbox, or from sandbox to production. These steps apply for enhanced long code, toll-free long code, and short code channels.
Set Up Routing for Messaging Channels: Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.
Optimize Enhanced Chat: After you complete the basic setup of your Enhanced Chat channel, you can add additional features to customize the service rep and customer messaging experience. For example, set business hours for your channel, show customers an estimated wait time in the messaging window, or control the actions that customers can take in a messaging session.
Route Data to Objects in Bring Your Own Channel for CCaaS: Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.
Get Started with Messaging: Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.
Increase Messaging Productivity: Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.
Report on Messaging Activity: To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.
Route Service Messaging Sessions to Queues: Route customer messages to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.
Route All Messages to One User: If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep.
Route Service Messaging Sessions with Omni-Channel Flows: Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels.
Moving Messaging Data Between Sandbox and Production: Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.
Test Your WhatsApp Messaging Channel: Test your enhanced WhatsApp channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.
Send Audio Messages in Messaging Sessions: If a customer is more comfortable with spoken instruction, honor their preference. Record and send audio messages, also called voice messages or voice notes, up to 1 minute long in supported Enhanced Messaging channels.
Send Messaging Components in Messaging Sessions: Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions.
Send Links in Messaging Sessions: To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it.
Considerations for Business-Initiated Messaging: Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages.
Set Up WhatsApp Messaging: Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.
Create SMS Long Code Channels for Service: Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console.
Create SMS Short Code Channels for Service: Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages.
SMS Carrier Filtering: Carrier filtering is the practice where carriers block the delivery of some or all of the messaging from a specific number or business. To provide the best messaging solution for your customers, you must understand how and when carrier filtering occurs in Agentforce Service (formerly Service Cloud).
SMS Number Types: Select the ideal type of phone number for providing customer service over text in Agentforce Service (formerly Service Cloud). Whether you choose a short code, long code, toll-free long code, or a combination depends on your business needs.
SMS Terminology: To make the right decisions when setting up an SMS channel in Agentforce Service (formerly Service Cloud), get to know terms such as P2P, A2P, short codes, long codes, and segmentation.
Considerations for Short Codes: When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada.
Show Read Receipts and Typing Indicators in Your Conversations: Read receipts and typing indicators enhance the conversational experience in Enhanced WhatsApp channels. They do this by providing real-time visibility into message statuses and service rep activity.
Request a Brand for a 10-Digit Long Code (US and Canada): Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC).
Update Messaging Channels in Bulk: Streamline the process of updating multiple messaging channels by using a CSV file. With this feature, you can make bulk updates without manually updating each channel, saving you significant time and effort. Additionally, it helps you identify and resolve errors during the update process.
Request a Campaign for a 10-Digit Long Code (US and Canada): Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand.
Create Long Code SMS Channels (International): If you're outside of the US and Canada, you'll need to submit the number request form to register a ten-digit long code number for a new SMS channel in Agentforce Service (formerly Service Cloud).
Create Long Code SMS Channels (US and Canada): Create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers. Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. Having unique numbers improves call routing and can boost lead generation by making it easier for customers to connect with the right person quickly.
SMS Regulations by Country: Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages.
Create Toll-Free Long Code Channels (US): Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly.
Add Terms and Conditions Acceptance to your Pre-Chat Form: Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form.
Test Your Apple Messages for Business Channel: Test your Apple Messages for Business channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.
Test Your SMS Channel: Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.
Considerations for Long Code Channels: Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number.
Access Messaging Transcripts: You or your support team may need to download, redact, report on, or otherwise monitor transcripts from your messaging channels.
Move Standard Messaging Channels from Salesforce Classic to Lightning Experience: Messaging in Salesforce Classic depends on the LiveMessage managed package, while Messaging in Lightning Experience uses standard Salesforce objects and features. Learn how to move standard SMS or Facebook Messenger channels to Lightning Experience before upgrading them to enhanced channels.
Set Up Real-Time Translations: Allow service reps and customers to communicate in different languages. When an end user messages your business, Real-Time Translations converts the message into the service rep’s preferred language. The rep can type their response in their own preferred language, and have it translated to the end user’s language before sending. Supervisors can also use Real-Time Translations when monitoring active conversations.
Troubleshoot the Send a Message Action in Messaging: Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.
Upgrading from Standard to Enhanced SMS Messaging: When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.
Messaging Video Demos: For in-depth walkthroughs of upgrading standard messaging channels to enhanced channels or migrating from legacy to enhanced Chat, watch our video demos.
Enhanced Messaging Channel Activation Checklist: After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.
Maintain Conversation Continuity with Meta Contact Book for Service WhatsApp: Meta Contact Book helps maintain the association between a WhatsApp user’s BSUID and phone number. When both identifiers are available, Salesforce can more reliably match incoming messages to an existing messaging user and preserve conversation continuity.
WhatsApp Carousel Template Reference: Review Meta specifications, agent and bot behavior, analytics, and considerations for WhatsApp carousel templates.
Create WhatsApp Carousel Templates: Send interactive, horizontally scrollable cards to customers on WhatsApp to showcase products, services, promotions, or other rich content. Carousel templates are available in two formats: media card carousels and product card carousels.
Monitor WhatsApp Channel Health: Monitor, update, and troubleshoot the status of your WhatsApp Business Account and phone number—right from Salesforce. Although the information displayed on this page originates from Meta, we display it in your org for ease of access.
Comparing Static and Dynamic Flows: With global-action-based or Apex-based forms, you can create a static Flow. With an Apex-based form, you can create a static or dynamic Flow. This table compares static and dynamic Flows.
Considerations for WhatsApp Channels: WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud).
Create a Dynamic WhatsApp Flow: To create a dynamic WhatsApp Flow, create an Apex-based form messaging component and then add a Flow format to it.
Create a Form Based on an Apex Class: Apex-based forms offer more flexibility than global action-based forms, enabling you to create both static and dynamic WhatsApp messages. To create an Apex-based form, create the Apex class, and then link it to a form messaging component. When the messaging end user submits their responses to the form, Salesforce executes the Apex, sending the data to Salesforce. You must configure how to save that data.
Create a Static WhatsApp Flow: To create a static flow, use a form messaging component based on either a global action or Apex class.
Create a WhatsApp Template: To create a WhatsApp template in Salesforce, add an External Template format to the notification messaging component. In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category. We strongly recommend that you create and manage your WhatsApp templates directly in Salesforce, instead of Meta.
Modify WhatsApp Channel Data Storage Region: Use the WhatsApp channel data storage region feature to specify the geographical location where your data must be stored and processed due to legal or regulatory requirements. As an admin, you can view and change the data residency region for WhatsApp channels by deactivating the WhatsApp channel.
Dynamic WhatsApp Flows: Move beyond static forms. WhatsApp dynamic Flows enable you to build data-driven, highly personalized conversational experiences that adapt to users and input data in real time. Leverage these sophisticated capabilities to build guided forms or multi-step wizards to accomplish tasks, such as dynamic quoting, appointment scheduling and checkins, personalized onboarding, and guided selling.
Create or Migrate to an Enhanced WhatsApp Channel: Set up an enhanced WhatsApp channel in Agentforce Service (formerly Service Cloud) to let your support team help customers over WhatsApp. This article also explains how to move a number from an external business service provider to your enhanced WhatsApp channel.
Use Case: Use an Endpoint to Populate a Screen with an External Data Source: An endpoint connects an external data source to your Apex form messaging component for dynamic WhatsApp Flows. Present information from an external source on a screen in a form. For example, a doctor’s office could create a form that asks a customer which body part hurts, and then present a list of doctors who specialize in that ailment.
WhatsApp Pay: Process your payments instantly and seamlessly in WhatsApp while having a conversation with your customer.
Setup WhatsApp Pay: Service reps run the flow in the Service Console to send the component to customers. Customers click the component to view the request details and make their payment.
Static WhatsApp Flows: Static WhatsApp Flows enable you to build a structured interaction where all customers receive the same message and navigate through the Flow using a fixed, predefined pathway. A customer might select from a pre-written dropdown menu, but a customer can’t enter text in an input field. You can create a static Flow using either a global action-based or an Apex form-based form messaging component.
Send Template-Based Automated Messages in WhatsApp: Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message.
WhatsApp Templates: A WhatsApp template is basically an outbound message that you can send to customers. However, unlike a regular WhatsApp message, a WhatsApp template must be approved by Meta before you can send it to customers.
Supported Languages for WhatsApp Voice Messages: WhatsApp voice messages are supported in multiple languages. WhatsApp users can send voice messages in any supported language, and your agent replies with voice or text depending on the language and conversation settings.
WhatsApp Voice Messages: WhatsApp Voice Messages let WhatsApp users interact with your Agentforce agent using voice instead of text. Agentforce transcribes voice messages to text, processes them like typed messages, and automatically replies in the same format used for each message. WhatsApp users can switch between voice and text throughout the same conversation.
Set Up Voice Replies for WhatsApp: Agentforce turns on voice message replies by default when your agent has a Messaging connection with Adaptive Response Formats turned on. Use this task to verify that setup or turn voice message replies off.
About the Field Service Mobile App: Review key information about the mobile app, including requirements, limitations, supported data types, and security considerations.
Set Up Custom Actions in the Field Service Mobile App: Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app.
Add Real-Time Location to Service Appointments for Back-Office Users: Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins, dispatchers, and call center reps see the same ETA, map view, and mobile worker’s details that your customers can see. The component is displayed as the team member travels to the customer, until arrival.
Set Up Field Service Appointment Assistant Contactless Signature: Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before you start setting up Contactless Signature, make sure that you have a service report template and a digital signature.
Assign a Permission Set for Appointment Assistant Real-Time Location: You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when they’re on their way to the appointment.
Create Permission Sets for Appointment Assistant Contactless Signature: You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service Appointment Assistant permission set license to share the service report with the customer.
Give Guest Users Site Access for Real-Time Location: Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user record (one per site) and have the same access level.
Create Messaging Components for Real-Time Location: Create messaging components for Field Service Appointment Assistant that let customers know when their mobile worker is on the way and when the mobile worker is approaching the work site.
Set Up Field Service Appointment Assistant: Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment your mobile worker arrives.
Set Up Field Service Appointment Assistant Real-Time Location: Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker identification like name and photo to provide safety for workers and customers while respecting their privacy.
Set Up Field Service Appointment Assistant Self-Service Scheduling: Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned to one user.
Set Up Surveys for Field Service Appointment Assistant: Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback.
Add the Appointment Bundling Related List to Service Appointments: In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the service appointment’s Related tab. In existing orgs, you add the Bundle Member Service Appointments related list and its properties to the service appointment layout.
Set Up Automatic Status Change: Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers.
Automatic Status Change: Receive in-app updates that notify you of automatic status changes.
Set Up Field Service Mobile App Basics: Get started with basic tasks of Field Service mobile app setup, including downloading the connected app and giving users access.
Provide Feedback on Beta Releases of the Field Service Mobile App: You can provide feedback on beta releases of the Field Service mobile app at any time, through a number of channels. Feedback helps our customer support and engineering teams improve your experience with Field Service by better understanding your experiences with the app.
Brand the Field Service Mobile App: Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.
Customize Tabs with the Field Service Mobile App Builder: The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab navigation and give users quick access to screens and records based on their role.
Show or Hide the Bulk Status Change Icon for Bundled Service Appointments: Control the visibility of the Bulk Status Change icon for bundled Service Appointments in the Field Service mobile app to prevent data sync errors. Using a single action to manage multiple appointments can sometimes lead to synch queue problems if some appointments fail validation. Disabling this icon requires mobile workers to review and update the status of each appointment individually, which helps prevent potential sync issues.
Enhance Productivity with the Cache First Policy: The Cache First policy in the Field Service mobile app improves data load speed and performance for record details screens and related lists. This update replaces the previous online preferred policy, making the app faster and more accurate if you’re using Lightning Data Service.
Custom List Views Management: List views are a great way to view, sort, and prioritize the information that is most important to your mobile workers.
Customize the Field Service Mobile App: Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and create unique mobile experiences for different user profiles.
Data Capture for Field Service Mobile: Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms that follow conditional logic, tailoring additional questions based on how the user answers prior questions. With auto-save, mobile workers can navigate away from the Data Capture form, and even close the app without losing their work. From safety protocol to environmental assessment, Data Capture tailors forms to match the task, so mobile workers can get the job done faster.
Add Data Capture Flows to the Field Service Mobile App: After creating Data Capture flows, define how to show them in the Field Service mobile app by adding a Forms tab to the parent record, or defining the flow as a quick action.
Build a Data Capture Flow: Data Capture in the Field Service mobile app presents mobile workers with dynamic, responsive forms that work online or offline. You can apply conditions to control when a flow takes a specific decision.
Data Capture Flow Screen Components: The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have fewer properties than standard screen components.
Data Capture Flow Screen Component: Lookup: Lets users search for and select one or more Salesforce records, even when working offline. For example, mobile workers can look up a contact and the flow can use the value to populate another field, such as the contact’s address. Alternatively, mobile workers can look up an asset, capture data about the asset in the form, and the flow can update the asset’s record with these details.
Data Capture Flow Screen Component: Multiple Image Preview: Lets users view a full gallery of related images directly in the form. They can view thumbnails, tap to expand them, and swipe through the images even when working offline. These images are related to a record, such as a work order. By linking the component to a record, the images you want to display can be uploaded to that record even after the form has been created.
Associate Discovery Framework-Based Data Capture Forms with Service Appointments: After you build your forms through the Discovery Framework Data Capture flow in Flow Builder, associate the forms with a work order, a work order line item, or a service appointment so that mobile workers can launch these forms and collect data during site visits.
Associate Discovery Framework-Based Data Capture Forms with an Object: Use custom quick actions to attach Discovery Framework-based data capture forms to any object. This action makes it easier for your users to launch and complete forms directly from Salesforce record pages.
Build Forms by Using Discovery Framework Data Capture Flow: Create personalized forms by using the Discovery Framework Data Capture Flow process type in Flow Builder. Use assessment questions from the Discovery Framework to customize your forms. Set properties, apply conditional logic, and hide questions as needed. Use the search and preview capabilities in the flow builder to quickly find and review questions, making sure that the forms meet your business needs.
Discovery Framework-Based Data Capture with Field Service Mobile App: With Assessment Questions and the Discovery Framework Data Capture Flow process type in Flow Builder, build dynamic and responsive forms to efficiently collect data from customers. Your mobile workers can use these forms on the Field Service mobile app, even in areas with poor or no internet connectivity.
Discovery Framework Data Capture Flow Question Types: Discovery Framework-Based Data Capture forms supports only specific data types in the questions that you create. The data type that you select when you create an assessment question maps to a standard flow screen component.
Set Up Discovery Framework-Based Data Capture with Field Service Mobile App: Build data capture forms by using assessment questions from Discovery Framework and Flow Builder. Associate these forms with work orders, work order line items, or service appointments to help your mobile workers collect data during field visits by using the Field Service mobile app.
Set Up Interactive Pre-Work Brief for Field Service Mobile Workers: Mobile workers can not only see an AI-generated pre-work brief summary, they can now go further and ask follow-up questions about their upcoming work order directly from the pre-work brief widget. Agentforce uses the context from your work order and pre-work brief to answer questions instantly, so you arrive on-site fully prepared.
Pre-Work Brief and Your Data: The default prompt for Pre-Work Brief uses your data to add context and personalization to your prompt. You can modify this data by editing the flow or the prompt.
Add Flows to the Field Service Mobile App: Guide your team through mobile flows in which they can view information, create and update records, and trigger input-based actions.
Select a Flow Cache Policy for the Field Service Mobile App: Flow cache policies determine when and how data is fetched and used within flows for the Field Service mobile app. You can select flow cache policies that optimize your flows in low-connectivity areas.
Get the Field Service Mobile App: The Field Service mobile app is available to users with the Field Service Mobile license and a supported Android or iOS device. Learn how to install the app and log in.
Learn About Briefcase Types: The Salesforce Field Service mobile app uses different types of Briefcases to support offline work. This table can help you decide which type of Briefcase is best suited for your business needs.
In-App Profile Settings in the Field Service Mobile App: Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage linked accounts, and provide feedback to Salesforce about the app.
Set Up Geolocation-Based Actions for Field Service Mobile Workers: Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or after their service appointments and also at other locations like dispatch centers (service territory or service territory members).
Move to Lightning Data Service for Field Service Mobile: Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components (LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup.
Set Up Authentication in Salesforce for Native GIS: Create authentication methods to authenticate mobile workers, and to authenticate the connector when syncing records with ArcGIS. You can either have a single authentication method for both your mobile workers and the connector, or you can define different authentication methods for each.
Set Up a Native GIS Connector: To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval.
Set Up ArcGIS for Native GIS: To use maps in the Field Service mobile app, first assign licenses. Then, create feature layers in the ArcGIS portal. Finally, assign them to maps, and define the authentication to use to access the map.
Create Map Actions for Mobile Workers: Save mobile workers time and improve location accuracy by letting them complete field tasks directly from the map. Set up map actions to assign geospatial drawing tools to work order actions and object actions, so that mobile workers can create records and update locations by tapping or drawing on the map instead of entering coordinates by hand.
Data Layers for Native GIS: Plot Salesforce data on Native GIS maps in the Field Service mobile app. On the Data Layers tab in Field Maps Settings, set up a connector to sync data to ArcGIS as a reference layer, or map related objects directly from Salesforce without syncing.
Set Up Map Assignments: Configure which GIS maps mobile workers see in the Field Service mobile app. You can either assign a single map to all users, or assign different maps to different users.
Offline Maps: Every 24 hours, the Field Service mobile app evaluates whether your offline map covers the locations for a mobile worker's upcoming service appointments. If the app detects that the map area is insufficient for the next 24 hours of work, it prompts them to replace the current map with a new one that includes the relevant area.
Native GIS for the Field Service Mobile App: Equip mobile workers with an integrated geospatial information system (GIS) to help them assess environmental risks such as real-time weather conditions or power outage areas. Native GIS combines this external data with work execution details such as work order line items to provide a unified, interactive map view. To ensure reliability in remote areas, Native GIS intelligently manages offline map syncs, prompting mobile workers to download necessary coverage, or automatically updating data every 24 hours.
Set Up Related Objects for Native GIS: Plot the records in a work order's related list on the map without syncing to ArcGIS. Choose the related object and record type, specify where its location comes from, and style the marker that mobile workers see.
Recommendations and Considerations: Before you set up and use the Field Service mobile app, learn about the differences between the offline and online experience and considerations for use.
Field Service Mobile App: The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce.
Customize and Extend the Field Service Mobile App with Lightning Web Components: Lightning web components (LWCs) let you create your own experiences using Quick Actions to customize the app to meet your business needs. LWCs represent the best of the Salesforce platform, bringing modern web standards in performant, modular components that are easy to build.
How Performance Priming Briefcases Work: After you turn on Performance Priming, Field Service creates offline Briefcases for eligible profiles to control which records and metadata sync to mobile clients.
Set Up Performance Priming: Turn on Performance Priming so Field Service mobile users get primed offline data. Enable the setting in Field Service Settings, assign the Performance Priming permission, and make sure mobile workers have the Field Service Mobile license.
Give Users Access to the Field Service Mobile App: To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users.
Set Up Inventory Access for Mobile Workers: Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS.
Set Up Multiple Inventory Locations: By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services to multiple vendors or want separate inventories for different types of work.
Technical Requirements for the Field Service Mobile App: Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets.
Create Resource Absences in the Field Service Mobile App: Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view work and absences together in the Schedule tab.
Exclude Specific Mobile Workers From Location Tracking: Individual mobile users can turn off location tracking for the Field Service mobile app from their phone’s operating system settings. To exclude specific mobile workers from tracking, such as when not all members of your workforce are legally protected against geolocation tracking, take these steps.
Set Up the Schedule Tab in the Field Service Mobile App: The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout.
Field Service Mobile Security: Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS).
Create Service Reports in the Field Service Mobile App: Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review important considerations about offline service reports and service report previews.
Field Service Mobile App Updates: Stay in the know about the Field Service mobile app releases. This topic includes information on the mobile app release cadence for major, patch, and daily releases (also known as emergency releases), plus information on testing and beta periods.
Using the Field Service Mobile App: Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app.
Set Up the Field Service Mobile Widget: Let mobile workers view their next appointment’s details, update the status of appointments from Dispatched to En Route, and navigate to appointments directly from the home screen.
Let Users Create Work Order Line Items in the Field Service Mobile App: Help your team stay organized in the field by letting them create work order line items to split work orders or work order line items into sub-tasks. This feature is available in the Field Service mobile app for iOS, but not for Android.
Set Business Hours in Enhanced Chat: Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours.
Control Chat Button Visibility in Enhanced Chat: Improve support efficiency by showing the chat button only when service reps are available. Use Chat Button Visibility in Enhanced Chat to set queue limits per rep or across all reps, so your team manages demand effectively and customers connect only when support is ready to respond. The chat button appears only when at least one rep is online and within the defined queue limits, and it automatically updates as availability changes.
Set Up and Customize an Automated Invitation: Proactively invite customers to start a chat with a service rep or AI agent in Enhanced Chat with automated chat invitations. You can set rules, conditions, and implement a custom invitation. Automated invitations appear after a customer visits your site. If the customer refreshes the page or closes the browser, the invitation is resent. You can also resend invitations after they're accepted or rejected.
Assess Your Readiness to Transition to Enhanced Chat: Preparing to move from Legacy Chat to Enhanced Chat? Use the Chat Transition Readiness Report to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition.
Configure an Enhanced Web Chat Deployment: Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security.
Customize an Enhanced Chat Deployment: Customize an existing Enhanced Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced Chat channel, follow these steps to create and customize it.
Set Up Credential-Based User Verification: Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site.
Run Custom Components as the Logged-In User in Enhanced Web Chat: When you add a custom Lightning web component to your embedded service deployment, it runs as an unauthenticated guest user in the chat window, even when a user is logged in to your Experience Cloud site. To run the component as a logged-in site user instead, add the user's profile or permission set to the Embedded Service site's member list. Running the component as the logged-in user gives the custom component access to read and act on the user's data.
Create Customer Flows for Enhanced Chat: Enhanced Chat offers a powerful method to gather pre-chat details from your customer before the service rep connects. Standard Pre-Chat form fields you select, such as first name and last name, and new custom fields like account numbers, drive the experience. Here’s an example of how to create your first customer flow for efficient conversations.
Configure Custom Labels for Enhanced Chat: Customize the end user experience of Enhanced Chat by writing your own labels. Optionally, add custom labels for each of your supported languages.
Customize Pre-Chat for Enhanced Chat: Ask customers to fill out visible pre-chat fields before starting a messaging session, or auto-fill hidden pre-chat fields when the conversation begins. Add standard and custom fields to your pre-chat form.
Configure a Custom Client Deployment for Enhanced Chat: To enjoy granular control of your web or mobile app messaging experience, create a custom client deployment for Enhanced Chat. While our web or mobile deployments rely on our web client and mobile SDK, a custom client deployment lets you deliver a highly customized UI with the Enhanced Chat REST API.
Configure an Enhanced In-App Chat Deployment: Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it.
Allow End Users to Download a Transcript of a Messaging Session: While Enhanced Chat shows messaging history in the conversation window to verified end users, unverified end users want to review messaging history. Now, unverified and verified end users can download a PDF conversation transcript after the session ends.
Show the Emoji Keyboard in Enhanced Web Chat: Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard.
Set Up Abandoned Chat Timeouts: Configure a timeout that moves abandoned messaging sessions to an inactive state when customers leave a conversation by closing their browser or tab, navigating away from the page, or losing their connection.
Customize the Enter or Return Key in Enhanced Chat for Web: By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings.
Enhanced Chat and Messaging Glossary: When you’re setting up Enhanced Chat or Messaging, it’s helpful to understand the terms that we use to talk about these services.
Persist Pre-Chat Inputs Across Messaging Sessions: An Enhanced Chat session ends when the service rep selects End Chat. If a customer continues to send messages, a new session is created. The conversation continues seamlessly from the customer’s perspective, but the rep loses access to the original pre-chat data. These instructions let service reps access pre-chat data across sessions. It’s not necessary to set up access to pre-chat data if you’re already using User Verification to persist messaging history.
Set Push Notifications for Enhanced In-App Chat: Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history.
Add Flexibility and Power with Enhanced Chat: Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.
Map Pre-Chat Values in Omni-Channel Flow: Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow.
Give Non-Reps Access to Enhanced Chat Transcripts: To let users who aren't service reps view Enhanced Chat transcripts, give them access to the Messaging Session record and assign them the Access Conversation Entries app permission.
Optimize Enhanced Chat v1 Setup: After completing basic setup, choose to add user verification, custom labels, branding, pre-chat and more to your Enhanced Chat v1 deployment.
Protect Conversations in Enhanced Chat for Web with reCAPTCHA: Looking to secure your Enhanced Chat for Web channels from automated threats? Turn on reCAPTCHA v3. With reCAPTCHA verification, only human users can initiate messaging sessions. reCAPTCHA verification enhances protection against spam bots.
Replace Legacy Chat with Enhanced Chat: Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to Enhanced Chat (formerly known as Messaging for In-App and Web). Assess your readiness for transition with Chat Transition Readiness Report. Enhanced Chat offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn more about product improvements, feature comparisons, and setup considerations to prepare for your move to Enhanced Chat.
Set Security Protocols for Your Messaging for Web Deployment: To successfully use Messaging for Web, add your experience site or external website domain to a Cross-Origin Resource Sharing (CORS) allowlist. If you change your domain, remember to update the CORS allowlist.
Set Up Session-Based Chat: Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently.
Set Up Write with AI: Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI.
Show Customers Their Queue Position in the Messaging Window: Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions.
Show Visitor Names in the Conversation Window: Help your service reps identify who they’re assisting by showing visitor names in the conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears, with Guest used when no name is available.
Server-Sent Events for Real-Time Messaging: Understand how our platform uses Server-Sent Events (SSE) to push data directly to a user's browser in real time. Learn why network security tools sometimes flag and block SSE connections.
Create a Synchronous Chat Experience in Enhanced Chat: Enhanced Chat provides an asynchronous chat experience, which allows the end user to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end.
Set Up Token-Based User Verification: Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.
Translate Chats Dynamically Using the Messaging User Language: Salesforce Enhanced Web Chat uses the Messaging User Language field on the Messaging End User record to drive real-time chat translations. The conversation's translation language automatically aligns with the customer's identified locale. If a customer requests to switch languages mid-conversation, support reps can update the language field to instantly update the translation tool without disrupting the chat session. You can control the field-level security of the Messaging End User Language field to determine which users have access to it.
Monitor Support Processes: After you set up your customer support automation, monitor your case escalation rule queue, your entitlement process queue, and your automated knowledge article actions.
Move Emails to a Different Case: Keep emails correctly sorted when a customer replies to a thread with information about a different case.
Discover Service Features with My Service Journey: To quickly grasp how Salesforce can further your customer service goals, use My Service Journey. It's a Salesforce app that details the full feature set of Agentforce Service (formerly Service Cloud).
Edit Profile Access to My Service Journey: The My Service Journey app is available to all users in Enterprise, Unlimited, and Developer editions. Optionally, limit its access to specific user profiles, either from the app settings or from a profile’s settings.
Configure Keyboard Shortcuts: Configure your own keyboard shortcuts for quick controls within the Enhanced Omni-Channel utility.
Keyboard Shortcuts for Quick Controls: Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.
Set Up Work Reassignment: To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout.
Limitations of Keyboard Shortcuts: Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls.
Unified Routing for Partner Telephony: Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.
Analyze Abandoned Customer Interactions: Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management.
Add a Route Work Action: Route work items to service reps with specific skills using an Omni-Channel flow.
Add Screen Pops to Give Reps More Context about Conversations: By default, only the primary work record opens when a service rep accepts a work item. But, with more context, service reps can provide more personalized service for each customer. To automatically open records or screen flows on the service rep's screen when a voice call, message, or chat is routed to the rep, include an Add Screen Pop action in the Omni-Channel flow. You can open up to a total of three records or screen flows. For example, you can show the customer’s case and contact records and open the Channel-Object Linking screen flow as a subtab.
Add a Skill Requirement Action: Add skill requirements to your work items to ensure the work is routed to the best service rep for the customer’s issue. You can add up to 10 skills with the Add Skill Requirements action and can define 20 skills overall in the flow when routing an individual work item.
Get Help from a Supervisor: While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer.
Set Up Omni-Channel on Your Mobile Device: To use Omni Inbox in the Salesforce Mobile app, you must have the Digital Engagement license. To set up Omni Inbox, complete these tasks.
Reassign Work Manually: Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.
Provide Customer Support for Real-Time Channels with Omni-Channel: Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support.
Routing with Skills-Based Routing Rules: Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns.
Map Work-Item Field Values to Skills: To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill.
In-Progress Work Component Fields: Fields for the In-Progress Work Lightning App Builder component. All columns are available in both Service View and Sales View. Selecting a view provides a pre-configured starting layout for quicker setup.
Monitor Contact Center KPIs with Live Cards: Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs).
Assign a New Page to the Command Center for Service V2 Navigation Option: Assign a custom Command Center page to be shown when users open the Command Center for Service V2 navigation option. Activate the page for the appropriate org, app, profiles, or groups, and give the profiles access to the navigation item.
Gauge Your Backlog with the Backlog Component: Take a look at all the work items waiting to be routed to your service reps, using the Backlog Lightning App Builder component in Command Center for Service V2.
Service Reps Component Fields: The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps.
Change Reps or Groups Assigned to Voice Queues: If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only.
Change a User’s Queues and Skills with an AI Agent: To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your supervisor configuration.
Make Smarter Routing Decisions by Checking Service Rep Availability: Optimize routing by using information collected about your organization’s capacity to handle new work requests. Add the Check Availability for Routing action to an Omni-Channel flow to determine service rep availability and estimated wait time. This action can return the number of online service reps and number of work items waiting to be picked up given the specified routing requirements, including routing type and parameters. It can also estimate how long the customer has to wait before they reach a service rep. You can then build routing logic based on the results. For example, if the service rep has more than five backlogged work items in their queue, you can route work to another queue instead.
Understanding the Omni-Channel Component Layout: When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features.
Configure After Conversation Work Time: Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.
Configure Custom Request Date in Flow Builder: Add the original date a work item was requested using the Request Date option. This maintains the original priority of a work item even if it's rerouted or reassigned.
Configure the Expiration for Omni-Channel Sessions: To limit exposure to your network when an Omni-Channel user leaves their computer unattended, set up session security. By default, a service rep isn’t automatically logged out of Omni-Channel if their Salesforce session times out. If the service rep remains idle on the same Omni-Channel page during the timeout, they also appear online in Omni-Channel and can miss work routed to them. The Omni-Channel session doesn’t end until the service rep is redirected to the login page.
Configure Work Items as Primary or Interruptible: Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.
Create an Omni-Channel Flow: Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.
Create Cases for Inbound Calls with an Omni-Channel Flow Template: Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue.
Create the input_record: If you build a flow to route work based on field values in a Salesforce record, use a record variable to store the record.
Create the reasonForNotRouting: To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request.
Create the recordId: To store the ID of the work item in the flow, create the recordId variable.
Create the skillList: To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.
Change What Supervisors See in Command Center for Service: Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.
Create the prechat: To build a flow that routes chats based on information captured in a pre-chat form, add a prechat record collection variable. Set up the variable to pull pre-chat details from the Conversation Context Entry object.
Create the Screen Flow for the Command Center for Service Custom Action: To define the action behavior and design the screen that appears when a supervisor clicks the action button, create a screen flow in Flow Builder. For example, you can create a screen that lets a supervisor send an email to service reps.
Create Custom Report Types for Omni-Channel: Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on.
Route Work with Einstein Case Routing: Save service reps' time with Einstein. When Einstein Case Classification updates a field on a case, Einstein Case Routing runs your assignment rules to route the case to a service rep.
Enable and Configure Omni-Channel: Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.
Enable Omni Mobile for Service Reps: Omni Mobile is available with Enhanced Omni-Channel only. To enable service reps to set up Omni Mobile in the Salesforce Mobile app on their mobile devices, complete these steps.
Configure Your Audio Device and Incoming Work Notifications: If you receive phone calls on the wrong audio device, change the device. Also, to ensure that you don't miss an incoming work item in Omni-Channel, enable audible signals. In case you navigate away from the Omni-Channel component window, set up visual notifications as well.
Advanced Routing with Omni-Channel Flows: Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.
Get to know Omni Lightning App Builder Components: Command Center for Service V2 is a central hub for monitoring contact center operations. Use Live Cards and In-Progress Work components to get real-time visibility into your team's performance, all in one place. Omni data is available in Lightning App Builder allowing admins to create customized views for supervisors.
Go Mobile with Omni-Channel: Omni-Channel users can complete work from their mobile device. With Omni Mobile, a mobile version of Omni-Channel, a service rep can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Mobile is part of the Salesforce mobile app, which can be installed on mobile devices.
How Does Skills-Based Routing Work?: Skills-based routing in Omni-Channel matches work items to the most qualified service reps based on the required skills. When a work item is created, Omni-Channel determines the required skills based on the routing configuration, skills-based routing rules, and any skill requirements passed into the Route Work action in the Omni-Channel flow. Omni-Channel then routes the item to a service rep who has all of the requisite skills and available capacity to take the work.
Install the Prebuilt Reports and Dashboards: To track the performance of your contact center and reps, install prebuilt reports and dashboards for Agentforce Service (formerly Service Cloud). You can copy, modify, and delete them, if needed.
Prioritize with Interruptible Capacity: When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away.
Route Work with Omni-Channel: Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your support reps’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which reps can work on different types of assignments. For example, create one group of reps to respond to leads and sales inquiries, and another group that helps customers with support questions.
Monitor Agentforce Service Agents: To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag.
Using Multiple Add Screen Pop Actions in an Omni-Channel Flow: You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to.
How Does Omni Mobile Work?: A support rep logs in to the Salesforce Mobile app and opens Omni Inbox. When the rep changes their presence status to available, they begin receiving inbound requests from customers and can make outbound contacts. They remain logged in to the Omni-Channel session as long as they don’t log out. Work items assigned to them appear in Omni Mobile until they complete, reassign, or decline them.
Manage Work with Omni Inbox: To accept new work and resume in-progress work, open Omni Inbox in the Salesforce Mobile app.
View Real-Time Metrics about Your Amazon Connect Contact Center: To get the latest metrics about your contact center, open Amazon Connect’s Real-Time Metrics dashboard directly from Command Center for Service. The dashboard shows key metrics such as the reps online, handled and abandoned calls, and more.
Understand the Details of the Routing Lifecycle: When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork.
Understanding Your Work Capacity: Your work capacity determines how many units of work you can handle at a given time. For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call. Your admin configured capacity for you.
Service Reporting: Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types.
Route Calls to a Queue: To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel.
Assign an Omni-Channel Flow to a Phone Channel: Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.
Route Chats to a Queue: To route chats, edit the chat button, and then specify the routing method and queue.
Route to a Bot: Route conversations to an enhanced bot over enhanced Messaging channels. You can add powerful business rules to an Omni-Channel flow to send a conversation to a bot.
Route Messages to a Queue: To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel.
Route to a Support Rep: Route work directly to the preferred support rep. For example, you can route sales calls from existing customers to their account executives.
Route to an Agentforce Service Agent: Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships.
Route Work Items to an Enhanced Bot: Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria.
Route Work Items to Skills: Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills.
Prerequisites to Route Work to Skills: Before you can route work items to skills using an Omni-Channel flow or skills-based routing rules, you must complete the prerequisites.
Route Work with Omni-Channel: Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.
Prioritize Work By Acceptance Due Date: Omni-Channel enables you to consider future dates while prioritizing work. This helps enhance routing prioritization and improves overall efficiency and SLA management. As a result, supervisors can more effectively monitor and manage their team's workload in relation to their SLA commitments. You can include an Acceptance Due Date with route work actions in Omni-Channel flows, allowing supervisors to see the due date for rep work. While submitting a work item, the admin can assign a target date to the work item. This is the date by which the admin expects the work to be accepted. Based on the target date, an admin can select the due date by which a service rep needs to accept the work item.
Basic Routing: Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel.
Route to a Queue: Route work to queues to distribute the workload among a team of support reps.
Choose Your Routing Strategy: Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports.
Choose Your Routing Destination: Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots.
Routing Work When the Omni-Channel Routing Service Is Unavailable: If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution.
Schedule Work Items for Future Routing: Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately.
Search and Sort in Omni-Channel Inbox: To efficiently prioritize and manage work items in Omni-Channel inbox, you can search and sort them according to your preference.
Set Access to Presence Statuses: After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles.
Setting Up Custom Actions on Command Center for Service Tabs: Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.
Set Up Supervisors: Set up supervisors to manage service channels and reps. Using Command Center for Service, they can monitor and manage in-progress work, the work backlog, reps, queues, and AI agents in real-time. Supervisors can also review detailed reports to gain insights into key performance indicators and identify areas for process improvement.
Access Omni-Channel Setup Home: Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company.
Set Up Support Reps’ Capacities: Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.
Show the Default Actions on Command Center for Service Tabs: To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work.
Show All Offline Service Reps in Command Center for Service: Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.
Assign Skills to Service Resources: To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.
Create Service Resources for Service Reps: Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.
Create Skills for Skills-Based Routing: Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).
Enable Skills-Based Routing: To route work to service reps with specific skills, enable skill-based routing.
Route to a Skill: Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.
Transfer a Work Item to a Different Skill Set: You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills.
Set Up a Status-Based Capacity Model: Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.
Service Reps Tab: Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work.
Agentforce Tab: Monitor active enhanced messaging conversations with Agentforce Service Agents. In this tab, you can view the conversations between them and your customers in real time. You can also identify which Service agent needs help by looking for raised flags.
Agentforce Tab Fields: The Agentforce tab contains fields that provide information about the Service agents’ current work. To filter the results for a specific agent, select the box with the agent’s name above the table.
Skills Backlog Tab: See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org.
Skills Backlog Tab Fields: Fields for the Command Center for Service Skills Backlog tab. The Skills Backlog tab is available only in orgs that use skills-based routing for Omni-Channel.
Change a Rep's Queues and Skills with Command Center for Service: Change service reps' queues and skills as needed on the Service Reps tab of Command Center for Service. You can see and modify only the queues and skills that are visible to you based on your supervisor configuration. If you aren’t assigned to a supervisor configuration, then you can see all skills, up to 2,000 skills. The first 2,000 records appear, sorted in alphabetical order.
Create Custom Tabs for Command Center for Service: Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.
Set Up Command Center for Service: Use Command Center for Service to monitor service rep workloads and the status of work items that are routed by Omni-Channel. Service reps can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Salesforce Voice transcripts and chat messages between service reps and customers, and send helpful messages that only the service rep sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update service rep skills quickly.
Enable Command Center for Service: Train and monitor service reps with Command Center for Service. View your service reps’ voice transcripts and chats as they help customers. Send private messages to service reps as needed during chats. You can view chats that are routed by Omni-Channel in Command Center for Service.
Queues Backlog Tab: Gauge your backlog with the Command Center for Service Queues Backlog tab. The Queues Backlog tab is shown if either queue-based routing or external routing for Omni-Channel is enabled in your org.
Reports Tab: Quickly gain comprehensive insights into historical contact center and representative performance using the reports in Command Center for Service. Leverage this information to strategize, make data-driven decisions, and take immediate actions to enhance team efficiency, contact center operations, and customer satisfaction. For instance, use the reports to identify trends in case volume, and then optimize resource allocation to manage contact center costs.
Get to Know the Command Center for Service Tabs: Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers.
Wallboard Tab: View a snapshot of how your service reps are keeping up with their contact center workload. The Wallboard tab shows key metrics for the service reps and work that you manage. The wallboard shows metrics for work items that are routed using queues or skills. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration.
Monitor and Support Your Service Reps: Monitor and support your service reps in real time while they’re working with customers. While monitoring conversations in Command Center for Service, prioritize the ones with a raised flag. A flag can be raised when a service rep needs your help or a conversation intelligence rule detects a previously determined key word or phrase.
In-Progress Work Tab: Take a stroll through the work items that are making their way through your queues and onto your service reps’ screens, using the In-Progress Work tab in Command Center for Service.
How After Conversation Work Affects Service Rep Capacity: When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service.
Track Reps with the Service Reps Component: The Service Reps component allows supervisors to keep up with their reps' presence statuses, channels, assigned queues and skills, and occupied capacity. Supervisors can monitor how long their reps have been in an available status and when they last accepted new work. The service reps shown are based on the Public Groups selected in the Select Visible Service Reps section of the Supervisor Configuration. Filter options reflect the service reps, AI agents, queues, and skills selected in the associated Supervisor Configuration.
Route Voice Calls with Omni-Channel Unified Routing: Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system.
Upgrade Standard Omni-Channel to Enhanced: If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps.
Invoke an Omni-Channel Flow to Route Non-Real-Time Objects: To route non-real-time objects, such as cases, leads, and custom objects, define the routing logic in an Omni-Channel flow, and then invoke the flow from a parent flow based on your business rules. For example, to trigger the flow to run when cases are created, add it as a subflow in a record-triggered flow. Or, to perform a custom transfer process, add it as a subflow in a screen flow.
Store Screen Pop Instructions in a Variable: If you add multiple Add Screen Pop actions to a flow, define a collection variable to aggregate and store all screen pop instructions. By storing all instructions in a variable, you don’t have to worry about the order in which the Add Screen Pop actions are added to the flow.
Support Customers Using the Omni-Channel Component: To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.
Partner Contact Center: Connect Salesforce with your preferred telephony or contact center as a service (CCaaS) provider to engage with customers across voice, messaging, email, and web forms.
Set Up an Agentforce Service Agent for Bring Your Own Channel for Messaging: When you install a managed package to set up Bring Your Own Channel for Messaging, your messaging vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent.
Get Expert Support for Bring Your Own Channel for Messaging: Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider.
Set Up Partner Messaging: Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.
Partner Messaging: Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging).
Route Data to Objects in Bring Your Own Channel: Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.
Activate Field Service Schedule Optimization: Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User.
Generate Activity Reports: Generate activity reports for specific request types to view information related to their status. You can generate a report for a request type that succeeded, failed, or both.
Set Up Activity Reports: Configure your Activity Reports settings and learn about its limitations and considerations.
Get Scheduling Recommendations with Field Service Appointment Insights: Learn how Appointment Insights can help you improve the scheduling of service appointments. Appointment Insights helps you understand why a service appointment can’t be scheduled during optimization and which work rules are preventing its scheduling.
Run Appointment Insights: Run Appointment Insights to view the work rules that limit the scheduling options of a service appointment during optimization and to follow the recommended actions to relax those rules. You can also view potential time slots within the service appointment’s horizon dates that can become available for scheduling.
Create Custom Appointment List Filters: Create custom filters in Field Service to control which appointments appear in the Classic Dispatch Console service appointment list. Base your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.
Working in the Field Service Classic Dispatch Console Appointment List: Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.
Work with Resource Absences: To make it easier for you to work with resource absences, create and edit resource absences directly on the Gantt, view overlapping absences scheduled to the same resource, hide unapproved absences on the Gantt and show resource absences on the Classic Dispatch Console map.
Schedule Appointments from the Record Feed: In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record.
Guidelines for Choosing Between Book Appointment and Get Candidates: Appointment Booking and Get Candidates are scheduling actions in Field Service that serve different purposes and different user roles. Choose the right one to maximize operational efficiency, user adoption, and customer satisfaction.
Configure Travel Time Buffers: Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations.
Add Members to a Field Service Bundle: After bundling appointments together, you can still add appointments as bundle members to a bundle from the Field Service Classic Dispatch Console.
View or Modify a Field Service Bundle: To view, remove, or modify appointments that are members of a bundle appointment, access the details of a bundle from the appointment list in the Field Service Classic Dispatch Console.
Manage Service Appointment Bundling as a Dispatcher: Service appointment bundling lets you group multiple service appointments that make sense to be performed together and to define them as one unit, called a bundle. For example, you can bundle several visits at the same customer location or utility meter readings—or package deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the component appointments, called bundle members, are scheduled, rescheduled, and executed together as one unit.
Schedule a Field Service Bundle: After you bundle service appointments, then schedule the bundle appointment to a service resource.
Update a Field Service Appointment’s Status: You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places in Salesforce.
Complex Work in Field Service: To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time.
Considerations and Limitations for Complex Work: In Field Service, scheduling dependencies help you accurately model work that happens in stages, also called multistage work, and other sets of related appointments. Before you create service appointment dependencies, review the considerations and limitations.
Create Complex Work: Model complicated realities with scheduling dependencies between appointments. Relate multiple service appointments so that scheduling and optimization can account for the dependencies. Each appointment’s parent record must be a work order.
Set Up Complex Work: Get ready to create scheduling dependencies, also known as complex, or multistage work. Update page layouts, activate dependency types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization.
Customize Summary Categories for Agentforce in Field Service: When a dispatcher asks Agentforce for a summary, by default, the summary looks at today’s schedule. You can add, remove, or modify the summary’s categories to suit your needs. For example, show all the unscheduled appointments for the upcoming two weeks or show all the incomplete appointments from the past week.
Find and Filter Service Appointments with Agentforce: As a dispatcher, use Agentforce to search for any service appointment by using natural language rather than searching from the appointment list. You can also ask Agentforce to create filters in the appointment list based on your search criteria. Access these filters from the My Agentforce Searches section of the filter list.
Fill Gaps in a Service Resource's Schedule with Agentforce: Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full.
Get a Daily Scheduling Summary with Agentforce: Agentforce enables you to get an immediate overview of all of the critical service appointments that require your attention today. The summary includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the overview also includes appointments with rule violations and overlapping appointments.
Recommended Agentforce Utterances for Dispatchers: You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.
Create Custom Actions for the Field Service Classic Dispatch Console: Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons.
Color-Code the Gantt: Help dispatchers compare service appointments in the Field Service Classic Dispatch Console Gantt and map by creating custom color palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum based on the proximity of the due date.
Create Scheduling Recipes for Common Events: Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category.
Set Custom Permissions for Field Service: The Field Service managed package includes custom permissions that control users’ access to actions and views. For example, you can control access to bulk actions, such as dispatching, optimizing, and scheduling, or the ability to drag appointments in the Gantt.
Get Ready for Field Service Scheduling and Optimization: Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.
Customize the Field Service Classic Dispatch Console: Make the Classic Dispatch Console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create custom appointment list filters.
Customize Fix Overlap Scheduling Settings: Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found.
Customize Icons and Colors for Reports: Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation fields.
Customize Derivation Settings: Use derivations to map the fields on standard objects to fields required for scheduling, including the Address and Service Territory (where), start and end times (when), Scheduling Policy (how), and Work Type (what).
Dispatch Field Service Appointments: Provide dispatchers with a central hub for viewing their team’s schedule and managing service appointments. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console.
Automatically Dispatch Field Service Appointments: Dispatch scheduled service appointments to your mobile workers. While you can dispatch appointments from the console, you can also set up jobs that automatically dispatch or drip feed the next appointments.
Estimate a Service Resource’s Efficiency: People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time.
Schedule Emergency Appointments: In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.
Considerations for Enhanced Scheduling and Optimization: Before using Enhanced Scheduling and Optimization, make sure you review some considerations. These considerations highlight the differences in functionality between the older scheduling engine and Enhanced Scheduling and Optimization.
Field Service Enhanced Scheduling and Optimization Error Messages: Error messages indicate that something is blocking the operation or automation of scheduling and optimization services. Errors can occur due to operational issues, invalid data, logic configuration, or incorrect setup.
What’s the Fate of Older Salesforce Customizations?: Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or selected service territories. Enhanced Scheduling and Optimization is backward compatible so your existing implementations remain in place after you enable it.
Fix Overlaps with an Automated Scheduling Flow: Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization.
Set Up Optimization of Large Field Service Datasets with Dynamic Scaling: Manage large-scale global and in-day optimization effectively without splitting data due to system limits. Dynamic scaling intelligently structures data into logical clusters, seamlessly balancing demand and capacity while accounting for operational work rule constraints. This capability simplifies optimization management by enabling higher system limits, so you can optimize your entire dataset in one smooth operation. You don’t need to manually define optimization groups and boundaries. Dynamic scaling unifies and streamlines the optimization process, creating a single, cohesive solution that prevents conflicts and overlaps. Dynamic scaling is available only when you’re using Enhanced Scheduling and Optimization.
Enable Field Service Dynamic Scaling: Set up large-scale global and in-day optimization to efficiently optimize your entire Field Service dataset. With dynamic scaling, you don’t need to manually set up optimization groups and define boundaries between areas that need to be optimized together, or split data due to system limits.
Set Up Enhanced Optimization for Field Service Territories: As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported.
Enable Enhanced Scheduling and Optimization: Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine.
Create the Field Service Integration Permission Set: Create or update the Field Service Integration permission set to access the object attributes. The Field Service Integration permission set lets users manage permissions needed for optimization and scheduling services related to Enhanced Scheduling and Optimization and service appointment bundling.
Transition to Enhanced Scheduling and Optimization: Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality.
Customize the Classic Dispatch Console with Field Sets: Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list.
Fill Schedule Gaps in Field Service: Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule.
Filter the Gantt in Field Service: Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization, hours, and other features.
Fix Field Service Scheduling Overlaps: Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used.
Manage Field Service Scheduling Overlaps: To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods.
Work in the Field Service Classic Dispatch Console Gantt: The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue.
Create Custom Appointment Icons: Add custom icons to service appointments on the Field Service Gantt, map, and appointment list so dispatchers can quickly identify appointment characteristics. For example, use a custom icon to indicate that an appointment is for a VIP or first-time customer.
Gantt Keyboard Shortcuts: Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console.
Turn On Field Service Gantt Live Updates: Choose how to trigger Gantt live updates so that dispatchers don’t have to rely on timed updates. To get enhanced live update capabilities, choose to work with Enhanced Live Updates.
Get Started with Schedule Automation and Optimization in Field Service: Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences of each method, when to use each tool, and how to set up schedule automation and optimization.
Customize Appointment Booking Settings: Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app.
Group Nearby Field Service Appointments: One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Scheduling and Optimization.
Test Your Field Service Configuration with Health Check: Use the Field Service Health Check to run a suite of automated tests on your Field Service settings and configuration data. When Health Check identifies a problem, you get on-the-spot recommendations to align your Field Service configuration with our best practices.
Import Service Territory Polygons in KML: Map polygons represent the physical boundaries of a service territory in Field Service. While you can draw a polygon on the Classic Dispatch Console map, you can also import one in KML (Keyhole Markup Language). For example, cities may provide public KML files so you can create service territories whose boundaries correspond exactly to the city borders.
Optimize Today’s Field Service Schedule: Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule for one or more service territories on the day of service by manually running the optimization from the Classic Dispatch Console. You can also run in-day optimization automatically several times a day using scheduled jobs, or run jobs manually, as needed.
Install the Field Service Managed Package: After Field Service is enabled, install the managed package to gain access to the Classic Dispatch Console, scheduling tools, a range of custom objects, and Guided Setup.
View Appointment KPIs on the Gantt: Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key Performance Indicator) bar.
Assign Field Service Page Layouts: The Field Service managed package provides standard object page layouts that include field service Visualforce components and Chatter actions. Assign these page layouts to the System Administrator and Standard User profiles.
Customize the Service Appointment Workflow: The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status.
Manage Field Service Crew Membership: Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.
Manage Optimization Conflicts: Enhance operational stability and reduce your optimization partial completion rate by preventing optimization conflicts when multiple optimization requests are made simultaneously on the same dataset. For example, prevent two users from creating optimization requests simultaneously for the same territory and horizon. Also configure what happens when schedule changes are made while optimization is running, for example, if a new job is automatically scheduled or a dispatcher reschedules a job while optimization is running.
Handle Conflicts During Optimization: Define the Commit Mode in the scheduling policy to determine what happens when schedule conflicts occur during global, in-day, or resource schedule optimization.
Prevent Overlapping Field Service Optimization Requests: When initiating resource schedule optimization, in-day optimization, or global optimization, Field Service checks for other such optimization requests that are being processed simultaneously for the same territory or service resources with at least 1 day of overlap in the optimization horizon. For example, a dispatcher activates resource schedule optimization for a resource that’s part of a dataset being optimized through in-day optimization. If an overlap is detected, a message is shown and the newly initiated optimization request is aborted. Similarly, when a dispatcher tries to make changes to the Gantt, which is being processed by a background optimization request such as in-day optimization, a message is shown notifying the dispatcher that their changes can create unwanted results. The dispatcher can choose whether to continue with the manual changes or not.
Manage Rule Validation Checks: Set how often rules are checked for violations, and what triggers automatic rule validation checks.
Working in the Field Service Classic Dispatch Console Map: The Classic Dispatch Console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the map view and draw territories directly on the map.
Create and Manage Map Polygons: Draw your own Field Service territories directly on the map, then link them to your service territories. Polygons make it easy to mass-update all appointments within a specific geographic area.
Enable Multiday Field Service Appointments: Some Field Service industries have service appointments that span multiple days, for example, utility infrastructure repairs and installations. With multiday service appointments you can schedule service appointments that span resources' nonavailability without rule violations.
Use Cases for Field Service Multiday Work Optimization: Optimizing multi-day work alongside regular appointments has a direct impact on the KPIs that matter to asset-heavy field service organizations: fewer visits per asset, higher resource utilization, lower travel and mobilization cost, and schedules dispatchers trust without manual cleanup. During global and in-day optimization, the engine can schedule, move, or drop multiday work in order to improve the schedule quality. By dynamically adjusting multiday work alongside shorter appointments, the engine closes schedule gaps and reduces disruptions.
Schedule Appointments Without Travel: Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled.
Optimize Your Field Service Schedule: Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.
Get Information on Optimization with Field Service Optimization Center: Optimization Center is where you can find all features related to monitoring Field Service activities and troubleshooting issues. It gives you visibility into how Field Service is used and how it affects your business.
Optimization Horizon: Specify a time period for your Field Service optimization requests to focus optimization processing on the required dataset.
Set Up Optimization Hub: Assign user permissions and add the Optimization Hub Lightning web component to the optimization request record page.
Explore Metrics in Field Service Optimization Hub: Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization.
Access Optimization Hub: View Optimization Hub to get a snapshot of different metrics before and after optimization and across multiple territories.
What’s Schedule Optimization?: Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service optimization transforms traditional scheduling by automatically generating the ideal schedule based on your specific constraints and priorities. Field Service offers unparalleled flexibility and innovative, out-of-the-box solutions, enabling businesses of all types and sizes to tailor their organizational models for seamless schedule optimization.
Create and Manage Field Service Objectives: Represent your KPIs and scheduling goals by adding service objectives to your scheduling policy. You can weight each objective in the scheduling policy to indicate its importance to your business needs, relative to other objectives.
ASAP Service Objective: Use the Field Service ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time.
Use the ASAP Objective With Relevance Groups: With Relevance Groups, you can set different weights to ASAP objectives to prioritize different scenarios and service appointments in Field Service. For example, you can create a specific ASAP objective with a higher weight to expedite an appointment with a customer who has a low customer sentiment score. This way, you can make sure that your most important customers are getting the service they need, even if it’s at the expense of travel time or other objectives.
Group Nearby Appointments Service Objective: Use the Field Service Group Nearby Appointments service objective to reduce the number of mobile workers assigned to the same area on a given day. This objective ensures mobile workers maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per mobile worker, where multiple workers typically start from the same home base and cover the same geographical areas.
Minimize Gaps Service Objective: Use the Field Service Minimize Gaps objective to reduce idle time between service appointments and improve resource productivity.
Minimize Overtime Service Objective: Use the Field Service Minimize Overtime objective to reduce the duration of time that service appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources.
Minimize Travel Service Objective: Use the Field Service Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability.
Preferred Resource Service Objective: Use the Field Service Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual.
Resource Priority Service Objective: Use the Field Service Resource Priority objective to assign a priority value to rank service resources. This priority value indicates which service resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources.
Same Site Service Objective: Use the Field Service Same Site objective to make sure a minimal number of mobile workers visit the same location by scheduling service appointments located at the same site together. For example, scheduling appointments for the same location with the same service resource can save time and effort and can eliminate the need for multiple trips.
Skill Level Service Objective: Use the Field Service Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill.
Skill Preference Service Objective: Use the Field Service Skill Preference objective to prefer a service resource with a skill that is indicated as a higher priority than others on the work order or work order line item within the same skill type.
Create and Manage Field Service Work Rules: Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.
Work Rule Type: Work Capacity: The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a given service territory according to specified criteria. This work rule is available only when you’re using Enhanced Scheduling and Optimization.
Work Rule Type: Count Rule: Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom value. It’s a great way to prevent overloading your workers or their vehicles.
Work Rule Type: TimeSlot Designated Work: The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift is reserved for a specific type of work, only appointments of that type are scheduled during that time period.
Work Rule Type: Excluded Resources: The Excluded Resources work rule type prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. If you're using Enhanced Scheduling and Optimization, the Excluded Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.
Work Rule Type: Extended Match: Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object.
Work Rule Type: Match Boolean: The Match Boolean work rule type enforces scheduling preferences based on a checkbox (Boolean) field on service resources. If you're using Enhanced Scheduling and Optimization, the Match Boolean work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.
Work Rule Type: Match Fields: The Match Fields work rule type matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. If you're using Enhanced Scheduling and Optimization, the Match Fields work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.
Work Rule Type: Match Skills: Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements.
Work Rule Type: Match Territory: Match Territory is a database work rule type that ensures service appointments are assigned only to Field Service resources who are primary or relocation members of the appointment's service territory.
Work Rule Type: Match Time Rule: Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date.
Work Rule Type: Maximum Travel from Home: Maximum Travel from Home is a Field Service database work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time.
Work Rule Type: Required Resources: The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.
Work Rule Type: Service Crew Resources Availability: Service Crew Resources Availability is an Apex work rule type that ensures that a service resource of type Crew is assigned to an appointment only if the crew complies with the appointment’s parent record’s minimum crew size.
Work Rule Type: Service Resource Availability: Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process.
Work Rule Type: Service Appointment Visiting Hours: Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours.
Work Rule Type: Working Territories: Working Territories is a Field Service database work rule type that enforces primary and secondary service territory memberships.
Optimize Your Schedule from the Field Service Classic Dispatch Console: Optimize your team’s Field Service schedule by running optimization directly from the Classic Dispatch Console for one or more territories. Use optimization to handle last-minute changes to your schedule. Manual optimization is ideal for handling cancellations, appointments that got dropped from the Gantt and need to be rescheduled, and high-priority last-minute appointments. It’s especially useful when selecting a scheduling policy that uses in-day optimization, which can optimize your schedule in as little as 5 minutes.
Create Relevance Groups: Use relevance groups to apply work rules and service objectives to certain groups of appointments or service territory members. You can apply different logic based on types of work and service resources within one scheduling policy. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time employees. Relevance groups can also use data insights from across your Salesforce org to improve scheduling. For example, use relevance groups to prioritize technicians with specific skills for high-priority accounts, or assign resources based on asset criticality or customer sentiment.
Reschedule Service Appointments in Field Service: Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.
Reshuffle Service Appointments in Field Service: Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource.
Optimize a Single Field Service Resource’s Schedule: In Field Service, when last-minute developments occur like canceled jobs or lateness, use Resource Schedule Optimization (RSO) to design the best schedulefor an individual service resource.
Get Rule Violation Analytics for Field Service (Beta): Understand the root causes of rule violations in manual scheduling, such as geographical imbalances or skill gaps, and make data-driven decisions by analyzing trends and patterns.
Work with Rule Violation Analytics for Field Service (Beta): View rule violation information from your Data Model Objects (DMOs) in Data 360 and use Tableau Next to analyze your data and find useful and actionable insights that can drive business success.
Manage Field Service Appointments: Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.
Create and Manage Field Service Scheduling Policies: Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.
Schedule Service Appointments for Field Service: You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status.
Guidelines for Avoiding Apex CPU Timeouts in Field Service: Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking or Candidates actions. This timeout occurs when too many available candidates or too many scheduling slots are provided for appointment booking.
Schedule an Appointment Automatically: Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy.
Guidelines for Setting Up a Scheduling Policy: To automate a schedule, you must first configure a scheduling policy that reflects your business's scheduling requirements and preferences. Learn how to create a scheduling policy.
Fine-Tune the Scheduling Policy: In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.
Schedule Appointments by Using Priorities: Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.
Prioritize Field Service Appointments for Optimization: When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization can consider priority values when it schedules appointments to time slots.
Use Cases for Prioritizing Field Service Appointments: Effective prioritization is crucial in Salesforce Field Service to optimize resource allocation when your team's capacity is limited. Review the use cases to learn how to define service appointment priorities and make sure that the most critical work is addressed promptly.
Setting Up Priority Values With Enhanced Scheduling and Optimization: When the optimization engine calculates the score for a schedule, it considers the penalty applied to each appointment that can’t be scheduled. When the engine compares two schedules, the one with the lowest total penalty is preferred.
Setting Up Priority Values Without Enhanced Scheduling and Optimization: When the optimization engine calculates the score for a schedule, it considers the reward earned by scheduling each appointment. When the engine compares two schedules, the one with the highest total reward is preferred.
Considerations for Scheduling Service Crews: Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling.
View Service Crews on the Gantt: Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console.
Assign Field Service Permissions: After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup.
Set Up Crew Management: Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.
Set Up Field Service Scheduling and Optimization Features: Explore all that Scheduling and Optimization has to offer in Field Service. Add travel modes, set optimization priorities and work capacity, reserve time slots for designated work, and more.
Manage Scheduled Jobs in Field Service: Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.
Set Up After Field Service Sandbox Refresh: After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active. Then configure your Salesforce sandboxes to use independent remote sites for street-level routing (SLR) and optimization services, and verify your default policies and operating hours.
Set Up Sliding and Reshuffling for Scheduling and Appointment Booking: Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.
Define When Field Service Resources Perform Work: Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable. Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available.
Define Which Field Service Resources Perform Work and Where: Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on their expertise, supported work types, and relevant geographies or lines of business.
Define Field Service Work: Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule and execute work efficiently and effectively.
Manage the Field Service Schedule: Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals.
Represent My Workforce in Field Service: To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers as service resources in Field Service.
Field Service Scheduling and Optimization Solutions: Salesforce Field Service is used by a wide variety of customers across many industries. The tasks and activities that you do can vary significantly depending on your industry, business model, and service operations model. At Salesforce, we relate your core business objectives, needs, and user workflows to a job you need to do. The jobs framework helps us understand what customers want to achieve by focusing on their needs and how the product or service can address them. The use cases identify the core job, large or small, that a user must perform, solve, or complete to succeed. Review the different use cases, understand what industries they're most common in, and learn about the scheduling and optimization features and solutions Field Service offers to solve them.
Set Up Routing for Travel Time Calculations: Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.
Work in the Field Service Classic Dispatch Console: The Field Service Classic Dispatch Console, also known as the dispatcher console, is the original main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart showing upcoming appointments, active team members, and more. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console.
Filter the Field Service Gantt by Service Territory: The Gantt territory filter controls which appointments are shown in the Gantt and appointment list. In a field service operation with numerous service territories, the faster you can control which territories are shown, the better!
Time Zones and Appointment Booking: In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.
Assign a Travel Mode to a Service Territory or Service Territory Member: Assign a travel mode to a service territory or to a service territory member so that the Enhanced Scheduling and Optimization engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member's assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment.
Create Travel Modes for Field Service: Create travel modes per territory, resource, or both so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials.
Set Up Travel Modes: Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations.
Configure Travel Modes: Configure your Travel Modes settings and assign user permissions.
View a Field Service Resource’s Daily Travel Route: The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together on the resource map view.
Customize the Field Service Classic Dispatch Console Map: Control the information shown on the Classic Dispatch Console map. By default, the map shows markers for all service resources whose appointments are loaded in the Gantt or appointment list.
View Field Service Resource Utilization: To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization.
View a Field Service Resource’s Calendar: Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.
Check Rule Violations on the Field Service Gantt: Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date.
Procure and Manage Phone Numbers: Procure and claim phone numbers for yourself without waiting for admins to assign them to you. You can choose from available local or standard company phone numbers, depending on your business requirements.
Plan for Enhanced Chat: Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience.
Use the Portals Tab: The Portals Tab is where you set up an online support channel for your Self-Service customers - allowing them to resolve their inquiries without contacting a customer service representative.
Set Up Expert Finder for Swarming: Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing.
Prepare to Set Up Your Portal: Before you set up your portal, build your public solutions, determine which information to show and collect, and designate your portal's location.
Prepare to Route to Service Reps: Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps.
Prepare to Route to Queues: Verify that you’ve completed these prerequisite tasks before you set up rules to route work to queues.
Prepare to Route to Skills: Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.
Proactive Service Configurations: Define the business logic for outreach and manage the execution of proactive service campaigns.
Proactive Service for Self-Service: Proactive Service leverages Data 360 and Agentforce to analyze customer and product activity signals, anticipate service needs, and guide customers toward self-service resolution through personalized outreach.
Proactive Service Limitations: Review the constraints and expected behaviors for proactive service campaigns and data processing.
Promote Articles in Search Results: Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing Enter (Windows) or Return (Mac) see the article appear first in their search results.
Monitor Queue Members with Reports: See all users, roles, public groups, and territories added to your queues. Create a custom report type before building reports on queue members.
Set Up Queues: Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact requests, leads, orders, custom objects, service contracts, and knowledge article versions.
Swarm with Quick Actions: Swarming with quick actions runs the flow in the publisher under the Feed component instead of in a tab or window. When support reps use a quick action to run a flow, they can view exterior Lightning page components while running a flow so that they can see and access more information about a record.
Quick Chat and Flex Credits: Learn how Quick Chat uses the Agentforce Action Framework and Flex Credits for real-time support.
Give Users Access to Quick Text: Giving users access to quick text lets them insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Service reps can respond to customers and update cases quickly and easily. Sales reps can work with their contacts, accounts, and opportunities more efficiently.
Create Quick Text Messages: Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters.
Enable Quick Text: Enable quick text for your org so that your users can insert predefined messages into customer conversations and records. Optionally, customize your quick text categories to make each message’s purpose clear.
Insert and Use Quick Text: Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in Knowledge articles, Chats, Log a Call actions, emails, events, tasks, and social posts. After inserting a quick text message into a message field, you have the chance to tailor the text to your situation before sending it.
Standardize Responses with Quick Text: Quick text saves users time and helps you standardize your company messaging. With quick text, you can insert predefined messages, like greetings, answers to common questions, and short notes. You can insert quick text in emails, chats, events, tasks, Knowledge articles, and more.
Share Quick Text: You can share quick text with users, public groups, and more. The way you share quick text in Salesforce Classic and Lightning Experience is different. In Salesforce Classic, you can share individual quick text messages. In Lightning Experience, you share quick text using folders.
Design Your Quick Text Strategy: Before you get started using quick text, run through these planning questions. They help you and your team use quick text effectively to save time.
Translate Service Conversations with Real-Time Translations: Let service reps translate Enhanced Messaging and Enhanced Chat conversations. A rep can translate an end user’s messages into the rep’s language, as well as translate their responses into the end user’s language before sending.
What’s Enhanced Chat?: Enhanced Chat provides your customers with a personalized messaging experience from your mobile app or website to the Service Console.
Reopen a Swarm in Lightning Experience: Reopen a completed swarm from Lightning Experience to seamlessly restart the conversation. Reopening a swarm changes it from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or only those members who still have capacity.
Activate Your Reply Recommendation Model: After you publish Einstein’s replies to Quick Text and give your service reps access to replies, activate your model to show recommendations during chat and messaging sessions.
Build Your Recommendation Model: After you enable Einstein Reply Recommendations, you can build your model if you have enough closed chats.
Einstein Reply Recommendations: Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them.
Maintain Your Recommended Replies: After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs.
Preparing for Einstein Reply Recommendations: Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license.
Review and Publish Replies: After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps.
Use Reply Recommendations in the Lightning Service Console: When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers.
Service Replies for Chat Usage and Tracking: Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
Give Service Reps Access: Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set.
Einstein Service Replies: Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page.
Reply Recommendations Key Concepts: When using Einstein Reply Recommendations, it’s helpful to understand how we identify replies and recommend them to service reps at runtime.
Multi-Language Support: With Einstein Reply Recommendations, you can show service reps common replies in 16 languages during chat and messaging sessions: Arabic, Chinese-simplified, Chinese-traditional, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Thai, and Turkish.
Service Replies for Email in the Console: Service Replies for Email generates an email response based on knowledge articles relevant to your case. Simply draft, edit, and send emails from the Case page in the Lightning Service Console.
Einstein Service Replies for Chat: When a service rep begins a customer Live Chat or Enhanced Messaging session, Einstein analyzes your chat as it unfolds and then drafts replies from context or based on an assigned Agentforce Data Library. With one click, service reps can quickly post replies to customers or edit and polish them first.
Allow Public Article Sharing: Allow public knowledge article sharing so that Einstein can access your company’s trusted knowledge content.
Service Replies for Email Usage and Tracking: Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
Einstein Service Replies for Email: Create personalized service experiences and reduce service rep handling time with AI-generated email responses, grounded in your knowledge base. When service reps select a recommended article on a case, Einstein analyzes it and then drafts an email response based on the article. You can also set up service replies to draft email responses by using up to three articles that are relevant to a case. Service reps can then review, edit, and send it from the Lightning email composer or can copy and paste it into an outside email provider.
Set Up Service Replies for Email and Prompt Builder: Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution.
Give Service Reps Access: Give service reps access to Service Replies for Email in the Einstein Reply Recommendations component by assigning them a permission set.
Track Your Einstein Reply Recommendation's Performance: CRM Analytics customers can use the new Einstein Reply Recommendations Value Dashboard managed package to quickly build and dig into reports and visualizations for replies’ business value, KPIs, and exclusive analytics.
View Prebuilt Service Reports and Dashboards: Improve the operational efficiency of your contact center with dashboards and reports. Get insights into cases, view rep and queue performance, and track critical KPIs such as average handle time.
Tips for Effective Support Reporting: You can get a lot of useful information out of your cases and solutions data if you keep a few tips and best practices in mind.
Reviewing Solutions: Solution managers, administrators, and users with the “Edit” permission on solutions can review existing solutions.
Differences Between Auto-Response Rules and Workflow Email Alerts: Auto-response rules and workflow email alerts provide similar functionality. This table lists some of the differences between workflow alerts and auto-response rules, so you can decide which process to use.
Escalation Actions: Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support rep (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.
Planning for Escalation Rules: Your organization may have a process for escalating cases that remain open beyond a specified period of time. To automate the process of escalating cases, create an escalation rule that specifies what actions to take when cases are not resolved within a designated length of time.
Set Up Escalation Rules: Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.
Escalation Rule Entries: Escalation criteria specify the conditions under which a case escalates. We store your criteria in a rule entry.
Limits for Assignment, Auto-Response, and Escalation Rules: Salesforce limits the number of rules, as well as the number of entries and actions per rule. These limits apply to assignment rules, auto-response rules, and escalation rules.
Configure Marketing Cloud Engagement for Safety Cloud: You can use Marketing Cloud Engagement to send confirmation and status update emails with Safety Cloud. The Health Verification record status spurs email generation.
Configure Safety Cloud: As an org admin, you can configure Safety Cloud to handle your organization’s health verification and communication needs. Work with your Events team and your Health and Safety team to understand the communications and health and safety protocols for your geography.
Configure Safety Cloud Triggers: The Safety Cloud package comes with its own list of functionality managed by a trigger framework. You can extend the Safety Cloud triggers with additional functionality, as described here.
Considerations for the Safety Cloud Packages: Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites.
Configure Data Mappings for the Wellness Questionnaire: The Wellness Questionnaire comes preconfigured with default data mappings that map Wellness Questionnaire survey responses to fields on the Health Verification record. When a respondent submits the Wellness Questionnaire, Safety Cloud generates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to the matching fields on the record.
Custom Triggers: Safety Cloud includes the custom triggers listed and described here.
Customize the Wellness Questionnaire: You can customize the Wellness Questionnaire by including the name of the event and the first and last name of the individual who is filling it out.
Email Templates and Notifications: Safety Cloud supports sending emails to Slack and using email templates to optimize communications.
Install the Safety Cloud Package: Install the package to access the tools that help accelerate your deployment of COVID-19 Health Verification solutions.
Safety Cloud Integrations: You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.
Manage Event Access with Safety Cloud: Safety Cloud helps ensure that your events are safe to attend by confirming that your attendees meet vaccination and COVID-19 testing requirements.
Monitor Vaccination Verification and COVID-19 Testing Status: You can monitor the status of vaccination and COVID-19 testing for your events with the Vaccination Health Verification Dashboard and the COVID-19 Testing Verification dashboards.
Create Occasion Access Settings: Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record.
Create an Occasion: Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event.
Create Occasion Rules and Regulations for an Occasion Setting: Use the Occasion Rules & Regulations that come with Safety Cloud to stipulate which verification methods and vaccination and testing time ranges are acceptable for Health Verification. You can also configure your own Occasion Rules & Regulations based on event-specific requirements.
Create an Occasion Setting: Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form.
Add a Logo for an Occasion Setting: You can add an image to the included static resource for an Occasion Setting. Images can include graphical elements such as a company logo or other images to enhance or customize the form’s appearance. Adding a logo or other image to the Occasion Setting is optional.
Set Up Events with Occasions: Safety Cloud comes with an Occasion Object data model that allows you to create Health Verification configurations specific to an event.
QR Code Generation: Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.
User Authorization: Users assigned to the Safety Cloud Admin PermisssionSetGroup can manage Safety Cloud configurations.
The Wellness Questionnaire and Health Verification: Safety Cloud comes with a preconfigured survey called the Wellness Questionnaire. You can use the Wellness Questionnaire as part of your organization's Health Verification strategy to screen event registrants for cold or flu-like symptoms associated with COVID-19.
Discover and Set Up Service Features with Salesforce Go: Explore, set up and configure, and monitor usage of service features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more service features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Synonym Groups for Article Searches: Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group.
View the Administrative and User Permissions Report for Portal Users: User permissions are powerful, as they expand users' access to data. It's important to use caution when setting permissions for a profile. Use the Administrative and User Permissions report—one of the portal health check reports—to see portal profiles and their critical permission settings.
View the Object Access and Field-Level Security Report for Portal Users: Object permissions specify the access that users have to standard and custom objects. It is important to monitor this information for portal user profiles to ensure that portal users have access to only the appropriate objects and fields. The Object Access and Field-Level Security report—one of the portal health check reports—allows you to do just that.
Portal Health Check: Portal health check reports provide information on security-related portal settings to improve portal security.
View the Sharing Organization-Wide Defaults Report for Portal Users: The Sharing Organization-Wide Defaults report—one of the portal health check reports—lists standard and custom objects and the default access setting for each object. You can use this report to review and edit the organization-wide default settings that expose records to portal users.
View the Sharing Rules Report for Portal Users: The Sharing Rules report—one of the portal health check reports—lists all sharing rules that give portal users access to records they don't own. It shows how many portal users can access records as a result of each sharing rule, and lets you edit access levels for each rule. For some user sets (like groups, roles, and territories), you can drill down to detail pages, and edit, delete, or manage the users in the set.
Agentforce Service Agent: Agentforce Service agents intelligently support your customers by processing incoming cases and autonomously resolving common inquiries. These agents connect to customer channels, such as enhanced messaging channels, and use Omni-Channel Flow to escalate complex or sensitive support requests to service reps or other destinations.
Service AI Adoption Metrics Calculations: The Service AI Adoption Analytics dashboard tracks Average Handle Time (AHT) and Employee Satisfaction (ESAT) to measure the overall impact of AI solutions for service on your contact center.
Assign Admin Permission Sets: To install the Service AI Adoption and Analytics app, assign the correct permissions to the admin user.
Requirements and Considerations: Use the information in this section to ensure that your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data.
Track AI Adoption with Service AI Adoption and Analytics: Service AI Adoption and Analytics provides data-driven insights into how AI impacts your service operations. Use this dashboard to track your team’s adoption of AI solutions for service, measure its effect on Average Handle Time (AHT), and monitor quality through response trends and Employee Satisfaction (ESAT).
Enable Einstein Generative AI Audit and Feedback: To ensure the Service AI Adoption and Analytics dashboard reports accurate ESAT KPI metrics, enable audit and feedback data in Einstein setup. Otherwise, these metrics might be incomplete or missing.
Install the Service AI Adoption and Analytics App: After your AI for Service Cloud data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install the Service AI Adoption and Analytics app.
Install the Service Data Kit: The Service data kit includes the Service data bundle based on your setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service AI Adoption and Analytics.
Track AI Adoption with Service AI Adoption and Analytics: Service AI Adoption and Analytics is a data-driven solution providing insight into AI's impact on your service operations. Use this dashboard to track how your team is adopting AI solutions for service, measure its effect on key efficiency indicators like Average Handle Time (AHT), and monitor service quality by reviewing response trends and Employee Satisfaction (ESAT). By using Data 360 and Tableau Next, this solution integrates customer data, key performance indicators (KPIs), and AI to optimize your service team's performance and reduce costs.
Set Up Service AI Adoption and Analytics: Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics.
Make Service Smarter with AI Solutions: Save time and empower your service reps with powerful AI features. Build AI solutions for Service and give your reps real-time recommendations at every stage of the case cycle in your digital engagement channels. Explore the complete suite of Service AI capabilities and use these features to enhance service rep efficiency and deliver faster case resolutions.
Agentforce Service Documentation: 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.
Agentforce Service Billable Usage Types: Usage of certain features of Agentforce Service (formerly Service Cloud) in a production environment impacts credit consumption.
What Is Agentforce Service?: When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers.
Guidelines for Working with Service Contracts: Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts.
Service Contract Fields: Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Contract Line Item Fields: Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.
Work with Contract Line Items: Contract line items are those products covered by a service contract, not by a general contract. You can only use contract line items if you use products in Salesforce.
Work with Service Contracts: Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts.
Supported Editions for Service Features: Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud).
Execute a Data Transform for Self Learning Knowledge: Manually run a batch data transform after setting up Customer Signals Intelligence so Self Learning Knowledge always has the most up-to-date analytical insights.
Generate a Knowledge Article Draft with Self Learning Knowledge: Self Learning Knowledge gathers and analyzes detailed customer data from chat and case channels to learn about customer behavior and preferences. You can monitor and interpret knowledge gaps from Tableau Next dashboards.
Service Insights Considerations and Requirements: Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data.
Tableau Next App Features by License: Find out which Tableau Next features and analytics app capabilities are available based on your license type.
Service Insights Dashboards: Service Insights dashboards are data-driven solutions that display key contact center performance metrics.
Knowledge Dashboard: Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.
Service Insights Cases Dashboard: Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, and more.
Omni-Channel Dashboard: Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more.
Service Rep Dashboard: Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
Deploy Case Milestone Data: If Entitlement Management is enabled for your org, deploy the Case Milestone objects from the Service file-based data bundle. These objects provide the data required by the SLA Performance dashboard.
Deploy the Knowledge Article Views Data Stream for Service Insights: If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. After this data stream is deployed using an ingestion API connector, Data 360 captures Knowledge Article Engagement data.
Install Service Insights: After Service data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install Service Insights.
Install the C360 Semantic Model for Service Insights: The C360 semantic data model (SDM) is a unified semantic model that serves as a central foundation to define and manage metrics derived from standard Salesforce objects. It defines the relationships between Service Insights objects.
Install the Service Data Kit for Service Insights: The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights.
Measure Success with Service Insights: Service Insights is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Insights includes Data 360 and Tableau Next. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs.
My Service Performance Dashboard: Reps can use this dashboard to get a comprehensive view of their caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution by channel, and more.
Service Insights Setup: Use the Service Insights page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Insights.
KPIs Tab: Analyze the overall usage and adoption trends across all Customer Service Representative (CSR) groups to identify key areas of success and opportunity. Assess service efficiency by reviewing overall average handle time (AHT) and monitor quality by tracking the overall employee satisfaction score (ESAT) and response quality metrics. For example, a service manager can find patterns that explain fluctuations in agent efficiency and customer dissatisfaction. Filter by overall AHT, negative feedback use reasons, and AHT comparison trend to isolate reasons for extended handle times or negative feedback. Implement targeted interventions, such as coaching on complex case types or modifying the AI suggestions. These actions address the underlying issues, and also enhance customer sentiment.
Einstein for Service Overview: Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction.
Service AI and Adoption Analytics Dashboards: Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.
Service Intelligence Considerations and Requirements: Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, CRMA, and your industry data.
Service Intelligence Dashboards: Service Intelligence dashboards are data-driven solutions that display key contact center performance metrics.
Service Intelligence Agent Performance Dashboard: See a high-level view of your service team’s performance. Review stats, such as average support rep CSAT, average time to close, average speed to answer, average handle time, and more.
Service Intelligence My Performance Dashboard for Support Reps: As a support rep, you can use this dashboard to get a comprehensive view of your caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
Service Intelligence Cases Dashboard: Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
Service Intelligence Einstein Case Management Dashboard (Beta): As a support rep, you can use this dashboard to get near real-time insights that help you quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. If the Flag to Supervisor flow is set up by your admin, you can instantly alert supervisors about case developments.
Service Intelligence Knowledge Articles Dashboard: Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.
Service Intelligence Einstein Conversation Mining Dashboard: Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an support rep, average cost per interaction, and more.
Service Intelligence Omni-Channel Dashboard: Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.
Create a Data 360 Salesforce CRM Connection: Before installing the Service data kit and Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud).
Service Intelligence Data Refresh: The Service Intelligence dashboards rely on up-to-date data. When you install Service Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the data transforms and updating the datasets.
Delete Service Intelligence Apps: Use the App Management tab to delete installed Service Intelligence apps, then complete steps in Data 360 to stop Data 360 credit consumption.
Deploy the Einstein Conversation Mining Insights Data Stream: If you have Einstein Conversation Mining enabled, you must deploy the Einstein Conversation Mining Insights data stream. This data stream is deployed using an ingestion API connector to include conversation insights data.
Deploy the Knowledge Article Views Data Stream: If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. This data stream is deployed using an ingestion API connector to include articles view data.
Install Service Intelligence: After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence.
Enable Service Features: For Service Intelligence to work as expected, enable specific Service features.
Service Intelligence Insight Components: Service Intelligence components provide a key contact center performance metric that can easily be embedded where you need it.
Use the Customer Effort Score Insight Component: Add the Customer Effort Score insight component to your case page layouts so your support reps can see how much effort the customer is putting into the case, at a glance. Customer effort directly impacts customer satisfaction, so understanding this score helps level up your customer service.
Use the Propensity to Escalate Insight Component: While working on cases, see AI-powered insights that estimate the likelihood customers will escalate their cases. Propensity to Escalate is a machine learning model built using Einstein Studio No Code Builder.
Enable the Propensity to Escalate Insight Component: For the Propensity to Escalate model to work as expected, you must modify the associated batch data transformation to integrate the Einstein predictive model.
Use the Time to Resolve Insight Component: Give support reps AI-powered insights that estimate how much time it takes to resolve cases so they can better manage SLAs or reassign work to teammates. Time to Resolve is a machine learning model built using Einstein Studio No Code Builder.
Install the Service Data Kit for Service Intelligence: The Service data kit includes the Service data bundle and additional data bundles for Knowledge and Einstein Conversation Mining based on the configuration of your Agentforce Service (formerly Service Cloud). These bundles provide the necessary data streams, data model objects, and data mappings for Service Intelligence.
Improve Operations with Service Intelligence: Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Intelligence includes Data Cloud, CRM Analytics, and Einstein Conversation Mining. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs.
Monitor, Update, and Delete Service Intelligence Apps: Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps.
Service Intelligence Setup: Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence.
Explore Service Intelligence Data in Tableau: The Service Intelligence dashboards contain rich data. But if you want a deeper dive into your data or to create your own visualizations, you can do so in Tableau.
Learn About Agentforce Service: The first step in implementing Agentforce Service (formerly Service Cloud) is learning what it does. Let’s take a look at what Agentforce Service has to offer businesses of all sizes.
Map Your Salesforce Queues to Telephony Provider Queues: To route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime.
Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups: If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.
Add the Omni-Channel Component to the Classic Console: After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel component to the Salesforce classic console so that your service reps can start receiving work.
Associate Routing Configurations and Service Reps with Queues: Queues are a classic element of Salesforce that help your teams manage leads, cases, contact requests, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your service reps in real time. Service reps don’t have to select work items manually from queues because Omni-Channel routes work items to service reps automatically and in real time!
Understand Capacity Models: Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.
Create Presence Configurations: Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels.
Create Presence Statuses: Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline.
Create Routing Configurations for Your Queues: Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues.
Create Service Channels: Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of service rep productivity―and routes them to your service reps in real time.
Set Up Omni-Channel: Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps.
Routing Configuration Settings: Customize your routing configuration settings to define how work items are pushed to service reps.
Service Channel Settings: Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.
Supported Objects for Omni-Channel: Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?
Test Your Omni-Channel Implementation: Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.
Ground Replies with Data Libraries: To get grounded replies and use prompt templates, assign a data library. Data libraries index your knowledge articles and fields, or file uploads, so that Einstein knows which information to base responses on.
Set the Default State: Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component.
Use Pre-Made Email Templates to Draft Service Emails: Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Einstein pulls in the customer’s name and information from a case to customize your email, creating a personalized output every time.
Service Replies Prompt Templates: Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps.
Set Up Service Rep Statuses and Capacity: Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting.
Set Up AI Knowledge Translations: AI Knowledge Translations enables customers to scale their business faster by localizing their knowledge base natively in Salesforce. AI Knowledge Translations helps you deliver faster service by using AI to translate your existing knowledge instead of service reps or translation vendors.
Set Up Self Learning Knowledge: Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information.
Set Up Standard Channels for Self Learning Knowledge: Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation.
Set Up Lightning Knowledge with a Guided Setup Flow: The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal or integrated into a public Experience Cloud site, your knowledge base is an extension of your service website. Turn on Lightning Knowledge, select article authors, and make a few data category groups. Build the momentum by configuring page layouts, record types, and processes.
Change a Swarm Record’s Slack Channel Name: When a swarm record is created in Salesforce, the swarm record’s name appears in the Collaboration Room field. If the Slack channel name contains sensitive information, consider changing the name in Slack or updating the Collaboration Room field. You can also choose to hide the Collaboration Room field from certain users.
Manage Swarming: As users swarm on customer issues, measure engagement with Swarming dashboards and reports, manage your settings, and stay on top of Swarming limitations.
Set Up a Collaboration Tool for Swarming: To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object.
Take Action in Slack: To get the most out of Swarming, use the Service Cloud for Slack app to create and search for Salesforce records with easy to use slash commands.
Enable Collaboration with Swarming: Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both.
Translate a Knowledge Article: Translate a knowledge article into one or more languages with AI Knowledge Translation.
Set Up and Administer Proactive Service: This section provides the sequential checklist for Salesforce admin to configure the Data 360 connections, install software, assign permissions, and set up the Agentforce troubleshooting infrastructure.
Configure Swarming Flows: After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce.
Set Up Guided Agent Troubleshooting: Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service.
Show Summaries for Knowledge Article: Knowledge Article Summary, an Einstein for Service feature, uses generative AI to provide a concise, clear overview of a knowledge article's content. This feature automatically generates and shows the summary on the article's detail page, helping you quickly understand the core content of the article.
Set Up Swarming User Permissions: Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions.
Set Up Swarming: Get rid of tiered support and start swarming in just a few steps. You can choose to keep swarm collaboration on the Salesforce record, or swarm with Slack.
Set Up Email-to-Case: Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields.
Create Queues: Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.
Turn On and Customize Web-to-Case: Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website.
Prepare for Web-to-Case: Before setting up your web form with Web-to-Case, complete these steps.
Set Up Reporting: View quality evaluation data to track and analyze rep performance insights.
Service Resource Preferences: Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools.
Time Sheets and Time-Off Requests: Gain oversight into support reps’ time sheets and time-off requests. Approve or deny submissions from an individual support rep’s service resource profile or from the Time Sheets or Resource Absences tabs.
Create and Assign Skills: Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills.
Manage Shift Scheduling: Help your planners manage employee shifts efficiently. Scheduling tools—get candidates, batch assign, and mass shift update—help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define.
Save Time with Shift Scheduling Tools: The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they’re needed.
Manage and View Shift Schedules: View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar.
Set Up Agentforce SLA Summaries: Agentforce SLA Summary gives you complete visibility into SLA performance. Track SLA breaches and trends, milestone performance, service reps’ workload and efficiency, and potential risk indicators. This feature helps you monitor average response and resolution times against SLA targets and quickly identify records at risk of missing an SLA.
Set Up Agentic Milestones for Cases (Beta): Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup.
Create a Milestone: Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to SLA policies to enforce different service levels on support records, like cases and work orders.
Create a Version of an SLA Policy: Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. You can use multiple versions of an SLA policy at the same time in your Salesforce org.
Add a Milestone Action to an SLA Policy: Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones.
Customize Milestone Page Layouts: Customize your page layouts for milestones to help support reps and supervisors track support progress.
Milestone Recurrence Types: When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
Set Up the Milestone Tracker: The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.
Milestone Actions: Milestone actions are time-dependent workflow actions that occur on milestones in an SLA policy. Actions can be added to milestones after the milestone is added to an SLA policy.
Where Can I View SLA Milestones?: Your settings and configurations for SLA management determine where you and your support reps can view milestones.
Enable Milestone Feed Items: Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.
Work with SLA Milestones: SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types.
Milestones: Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to SLA policies to ensure that support reps resolve support records correctly and on time.
Set Up SLA Milestones: SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders.
Milestone Statuses: Milestones on support records display one of three statuses.
Milestones: Supported Objects: Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
Auto-Complete Case Milestones Using an Apex Trigger: Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.
Limit User Updates to Milestones: Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.
Pause Individual Milestone on Records: Pause an SLA milestone on work orders, incidents, problems, and change requests when an action is out of the service rep’s control. The milestone timer stops when the milestone is paused, and the target date is reevaluated when the service rep unpauses it. This feature provides better visibility into delays and ensures accurate reporting. You can only pause active milestones.
Apply an SLA Policy to an Entitlement: You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy.
How Business Hours Work in SLA Management: When a support record is linked to an entitlement, the record, its milestones, its SLA policy, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.
How a Record Moves Through an SLA Policy: When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy.
Create an SLA Policy: Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
Customize SLA Policy Fields: If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies.
Work with SLA Policies: SLA policies help you provide a consistent level of support to your customers. Learn how SLA policies work and how to update them.
SLA Policies: SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
Set Up Predictive Risk Scoring for Cases: Minimize SLA breaches by using machine learning to predict which cases are likely to breach their SLAs. View real-time risk scores and key contributing factors directly on the case record to take action before a violation occurs. The SLA Breach Prediction feature uses machine learning to analyze case data, such as priority, status, and history to forecast the likelihood of a case missing its SLA deadline. It provides a real-time risk score and identifies the top three factors influencing that score, allowing teams to proactively manage cases.
Automatically Pause Record Milestones Based on Predefined Rules: Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria.
Create a Milestone Type: You create milestone types in your org and then add them to an SLA policy to enforce different service levels on support records, like cases and work orders.
Updating an SLA Policy: Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records.
Add Your Chat Window to an Experience Site: Use the Embedded Service component to add your chat window to an Experience Builder site. Create a snippet settings file to use snippet-only settings with your site’s chat window.
Customize Post-Chat Surveys: Use Salesforce Feedback Management to gather feedback at the end of a chat session. When customers choose to participate at the end of a session, a survey opens within the chat window to complete.
Customize the Embedded Chat Offline Form: Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required.
Customize the Embedded Pre-Chat Form: Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form.
Add Your Embedded Chat to a Website: Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.
Embedded Chat Limitations: Before setting up Embedded Chat, consider general guidelines, limitations, and cookies and customer browser restrictions.
Specify Your Chat Window’s Settings: Select your chat deployment and chat button. Customize the pre-chat form and offline support form. Select custom Lightning components. Set chat images, dimensions, and labels. Learn about available Chat features in Embedded Chat.
Translate Your Chat Window: The primary language for a chat window is set in your embedded code snippet. An extra step in Translation Workbench is required for custom labels or platform-only languages.
Embedded Chat: Add an embedded chat window to your company website for customers to get quick answers to their questions while browsing your pages. Include a pre-chat form to collect key information and customize the experience to match your branding.
Customizable Parameters in the Embedded Chat Code: You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.
Set Up Your Embedded Chat Window: Ensure that your org meets the following prerequisites before setting up Embedded Chat. Follow these steps to configure the embedded chat window and add to your web pages.
Categorize Solutions: Use solution categories to group similar solutions together. Each solution can belong to more than one category.
Track Solutions to Service Issues: A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal.
Delete Solutions: When you delete a solution, all related history and attachments are also deleted.
Display and Select Solutions: Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions.
Enable Multilingual Solutions: You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages.
Solutions Home: Click the Solutions tab to display the solutions home page.
HTML Solutions Overview: HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions.
Add Solutions: A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public.
Work with Solutions: Use solutions to provide detailed descriptions and resolutions of customer issues.
Search for Solutions: You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic
Suggested Solutions Overview: The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page, Salesforce Customer Portal, or the Self-Service portal.
Multilingual Solutions Overview: The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.
Set Multilingual Solution Statuses: After you modify a master solution, you can adjust the statuses of each translated solution associated with it and notify users to update those translations.
View Solution Lists: The Solutions list page displays a list of solutions in your current view.
Solution History: The Solution History related list of a solution detail page tracks changes to the solution.
Solve Cases: Find an article or solution that answers the customer’s question.
Guidelines for Creating Actions: Follow these guidelines to write effective action descriptions and to set up Service Assistant action inputs and outputs.
Actions in Service Assistant: Service Assistant automatically adds actions to plan steps by comparing your action descriptions and input and output instructions against the record details and grounding sources.
Action Permissions: Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run.
Service Assistant Billing and Consumption: Service Assistant is a consumption-based product that uses Flex Credits and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. Consumption also varies depending on the plan type you use and the features you turn on for each plan type.
Service Assistant for Case Billing and Consumption: Understand billing and consumption for features specific to Service Assistant for Case when you have the Agentforce for Service or Agentforce 1 licenses.
Service Assistant for Voice Billing and Consumption: Review billing and consumption details for features specific to Service Assistant for Voice when you have the Agentforce for Service or Agentforce 1 licenses.
Service Assistant Grounding Sources: To create a service plan that's specific to your company's policies and practices, Service Assistant grounds itself in your data through several grounding sources: record data, subagents, agent actions, knowledge, and related records.
Service Assistant Capabilities: Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan.
Case Catch-Up & Insights: Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score.
Set Up Case Catch-Up & Insights (Optional): Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.
Agent Chat for Service Assistant: Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record.
Work with Service Assistant: Learn how service reps work with guidance plans and dynamic plans in the Service Assistant component.
Status Indicator Behavior for Dynamic Plans: Learn when the “Service Assistant is working on it…” status indicator shows for dynamic plans in Service Assistant for Case, Messaging, and Voice, and when it doesn’t, so you can set expectations for your service reps.
Ground Service Assistant: Review reference guidance and best practices for grounding Service Assistant in your company data through various grounding sources.
Test Service Assistant: To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use.
Grounding with Context Variables (Optional): Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines.
Set Up Dynamic Plan Context Updates (Optional): Turn on automatic tracking of case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data.
Draft Service Plan Emails: Learn how your service reps draft service plan emails that provide your customers Case status updates with information from the service plan.
Extend Service Assistant: After you set up and turn on Service Assistant, extend your agent with optional features that ground service plans in more of your data and give service reps additional resolution tools.
Service Assistant Features Overview: Review the feature overviews as a quick reference to learn what general features Service Assistant supports and the features specific to Service Assistant for Case, Messaging, and Voice.
Service Assistant for Case Features: Review the optional features for Service Assistant for Case that add to the general Service Assistant features.
General Service Assistant Features: Review the Service Assistant features that are available across all supported objects and plan types.
Service Assistant Grounding Data Access: Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps.
Agentforce Service Assistant: Meet Agentforce Service Assistant, a proactive AI agent for case and messaging session records that helps service reps resolve issues faster with real-time resolution guidance.
Multiple Agents in Service Assistant: Learn how to use multiple agents in Service Assistant to create specialized agents that provide issue resolution support for different record types, business units, and products.
Service Assistant Overview: Learn about Service Assistant, it’s capabilities, and the experiences is to help service reps resolve a case, messaging, voice records.
Monitor Service Assistant: Use Service Insights to review Service Assistant metrics and analyze how effective service plans are for your organization.
Mandatory Permissions for Service Assistant: Review the mandatory permissions that are required to access and use Service Assistant for all supported objects and plan types. In addition, permissions for knowledge grounding and agent actions are included here since these features are supported across all objects and plan types.
Service Assistant Agent, Component, and Capabilities: Learn about the Service Assistant component, where service reps work through a service plan and receive additional resolution support with agent chat and optional capabilities.
Service Plans: Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities.
Get Ready for Service Assistant: Before you set up Service Assistant, plan your use cases, choose a plan type for Case, set eligibility controls, prepare your grounding data, and plan your agent assignment strategy.
Meet Service Assistant: Service Assistant is a proactive Agentforce agent that helps service reps resolve cases and messaging sessions faster with record summaries and real-time, step-by-step resolution guidance.
Quick Actions Sample Library: Review sample service plans with quick actions to see how they're added to a plan when following our provided guidelines.
Set Up Quick Actions (Optional): Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder.
Quick Actions with Subagents: Review our recommendations for how to best use quick actions with Agentforce subagents and instructions.
Grounding with Record Data: Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls.
Grounding with Case Record Data: Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans.
Set Up Related Record Grounding: Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans.
Set Up Context Variables for Service Assistant: Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually.
Service Replies for Service Assistant: Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.
Set Up Service Replies for Service Assistant (Optional): Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps.
Set Up Service Assistant: Complete the general Service Assistant setup for Case, Messaging, and Voice.
Test Dynamic Plans: To test the accuracy of your Service Assistant setup for dynamic plans, start them on case or messaging records and review the service plan summary, plan steps, and knowledge configuration.
Test Guidance Plans: To test the accuracy of your Service Assistant setup for guidance plans, draft them on a case record and review the service plan summary, plan steps, and knowledge configuration.
Subagent Strategy for Service Assistant: Learn how to strategize the implementation of your Service Assistant subagents for optimal granularity and knowledge grounding.
Guidance Plan Translation: Learn how and when Service Assistant translates guidance service plans using Real-Time Translation.
Set Up Service Basics: Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing.
Manage and Work with Cases: To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue.
Agentforce Contact Center: Agentforce Contact Center is an AI-first, fully integrated contact center solution built within Salesforce that brings together voice, digital channels, CRM, and AI in one platform.
Provide Self-Service in an Experience Cloud Site: Create an Experience Cloud site where customers can browse articles, collaborate with each other, and if needed, request a follow-up from your support team.
Customize the Service Console: The Service Console app provides support reps a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view.
Unify Service Data with Data 360 Reporting: Combine your service CRM data with engagement data from other sources so your support reps and supervisors can better help customers.
Add AI Solutions with Einstein for Service: Enhance your customer service with Einstein bots, service replies, work summaries, and other artificial intelligence (AI) features.
Email-to-Case Threading: Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status.
Provide Ethical and Human-Centric Customer Service: Honor the privacy and preferences of your customers and service reps by taking a human-centric approach to customer service. Learn five principles that you can follow to deliver ethical customer service with Salesforce.
Extend Agentforce Service: Build out your implementation of Agentforce Service (formerly Service Cloud) with specialized features such as HR Service, Feedback Management, and Service Catalog.
Deliver Field Service: Learn about Salesforce Field Service and Click Field Service Edge.
Provide Self-Service in a Help Center: Publish a help center of knowledge articles that your customers can browse for answers. For complicated issues, they can use a web form to submit a case.
Identify Customers with Individual-Object Linking: To help support reps quickly assess a customer, automatically search, link, or screen-pop records during active Messaging, Email-to-Case, or Voice conversations.
Explore Legacy Service Features: Locate documentation for earlier versions of Agentforce Service (formerly Service Cloud) features that we've upgraded.
Track Service Metrics: Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI.
Set Up Tools for Support Teams: Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros.
Monitor Service Activity with Out-of-the-Box Reports: Use support reports to track the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of cases.
Create Communication Channels for Service: Agentforce Service (formerly Service Cloud) offers many ways for your customers to contact you, including phone, web chat, WhatsApp, and SMS. Set up a mix of channels to make it easier for customers to reach you.
Set Up Service-Level Agreements: A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones.
Send Surveys with Salesforce Feedback Management: Engage customers and users with relevant, personalized surveys. Incorporate survey data into your feedback management process to gain actionable insights throughout the customer lifecycle.
Create a Catalog Category: A catalog category represents groups of catalog items in Service Catalog. Catalog categories are used only in Service Catalog. Organizing catalog items under a catalog category makes those catalog items viewable in Aura.
Catalog Fulfillments: Catalog fulfillments are the pieces of automation that makes processing user-generated requests simple. Fulfillments ensure that service requests are accomplished efficiently and effectively and that customers receive the services they request. Fulfillments make it easier for customers and service providers to track the progression of a catalog request and ensure that all required steps are completed.
Catalog Requests: Catalog requests are created when a Service Catalog customer submits a request for a catalog item. Requests let customers follow the status of a requested item and let you report on requests.
Create a Catalog Item: Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests.
Create a Catalog Fulfillment: Creating catalog fulfillments in Service Catalog gives admins more flexibility in the type of information they can seek from customers.
Create a Data Category Group: Data categories offer an alternative type of categorization for catalog items. Data categories are used with other Service products such as Knowledge. Organizing catalog items under a data category makes those catalog items viewable on LWR sites.
Determining Your Setup Pathway: Your Service Catalog site setup steps are specific to your affiliation with Experience Cloud. Use the provided guidance to determine your setup steps.
Guiding Service Process Builders Through Service Catalog to Unified Catalog Migration: Guide service process designers on transitioning service processes from Service Catalog to Unified Catalog. Due to the architectural differences between Service Catalog and Unified Catalog, admins must review existing processes and Unified Catalog’s capabilities to come up with a transition plan that works best for the company.
Enhance Self-Service Automation with Service Catalog: A service catalog is a portfolio of products and services that your customers and partners request. Service Catalog helps you turn your customers’ requests for those products and services into approved and documented orders. A service catalog consists of catalog items, catalog categories (groups of catalog items in the service catalog), and catalog fulfillments (automations you assign to individual catalog items).
Create Eligibility Rules for Catalog Items: Create eligibility rules for your catalog items to ensure that service catalog items are tailored and exposed to the specific needs of their audience. Eligibility rules also prevent end users from viewing catalog items they aren’t permitted to use.
Retrieve Catalog Item Metadata: In Service Catalog, when you delete an item from the Service Catalog Builder, it’s put into a deactivated state. You can retrieve a deleted item’s metadata by retrieving the metadata for all items in your service catalog using either Salesforce CLI or Metadata API.
Service Catalog Permissions: Review the permissions each user requires to access Service Catalog features within your service catalog. Assign new users the Service Catalog Builder permission set to get started.
Share Fulfillments with Guest Users: Giving guest users access to fulfillments permits them to execute the catalog items related to that fulfillment.
Alternative Sites Setup Pathway: Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites.
Aura Setup Pathway: Take the Aura setup pathway to set up your Service Catalog Site using the Aura framework.
Service Catalog Site Basics: The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items.
How Service Catalog Works in Agent (Beta): Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items.
Integrating AI into Your Service Catalog (Beta): Drive self-serve case deflection in your Service Catalog site with Agent, your AI assistant for Service Catalog. Through a conversational interface, Agent uses an LLM to identify and execute relevant actions to resolve customer contact reasons without customers navigating your catalog or contacting support.
Add Data Categories to Your Site: Make your data categories available in your LWR Service Catalog to provide an intuitive site indexing of all your catalog items, categories, and their hierarchies.
Service Catalog Site Glossary: Get familiar with the key terms used in this documentation. The terms are curated for Service Catalog and supplement the Experience Cloud glossary.
Configure Aura Guest User Access: Create a Visualforce page for your Aura Service Catalog Site so guest users have access to view and request catalog items.
Configure the Home Page: Your selected template contains a standard Home page that is optional to configure.
Set Up the Home Page: The BYO (LWR) template contains a standard Home page that is optional to configure if you want to display your catalog items that are set as featured.
Launching Your Service Catalog Site: To go live with your site to your customers and partners, set your site admin settings, and then publish and activate your site.
Service Catalog Site Licensing: Specific permissions and licenses are required for the access and use of your Service Catalog site and its features.
Set Up the Search Page: Build a standard search page and configure a search bar for your customers to search for catalog items in your site.
LWR Setup Pathway: Take the LWR setup pathway to set up your Service Catalog Site using the LWR framework.
Set Up Your Site Navigation Menu: Add site menu tabs for the Home, Service Catalog, and Service Catalog Requests pages so users have efficient navigation and access to these resources.
Set Up Your Site Navigation Menu: Add a site menu tab for Service Catalog to provide users quick access to browse your catalog items.
Set Up the Service Catalog Pages: For the BYO (Aura) template, complete these steps to create and configure the Service Catalog site pages.
Preparing to Build Your Service Catalog Site: Before you start building your Service Catalog site, head to Salesforce Setup to prep your org to become a customer or partner-facing site.
Set Up the Service Catalog Request Page: Create a Service Catalog Request page to let your site users view all their open service requests and their details.
Service Catalog Site Resource Hub: Resources are available to help you understand the relationship between Experience Cloud and the Service Catalog site.
Configure the Search Page: Configure the standard Search page and configure a search bar so your customers can search for catalog items in your site.
Setting Up Your Service Catalog Site: Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.
Verify the Service Catalog Pages Installation: Verify that the Customer Account Portal and Customer Service templates have the Service Catalog pages set up and configured. For the BYO (Aura) template, refer to Set Up the Service Catalog Pages.
Use Actions & Recommendations to Run Catalog Items: Catalog items are available in the Actions & Recommendations component as actions after they’re implemented as part of your Actions & Recommendations deployment.
Swarm in Lightning Experience: Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed.
Use Swarming in Lightning Experience: Start a swarm from a Salesforce record, add experts to the swarm, choose where you want to collaborate, and more.
Swarm in Slack: Swarm on customer issues with the Service Cloud for Slack app. You can start a swarm from the record in Salesforce or from a Slack channel.
Sync Conversation Data to Data 360: Data 360 is a Salesforce platform that unifies customer data from all your different systems to create a single, comprehensive view of your customer. Syncing your conversation data here transforms your data into an analyzable asset.
Turn On Agent Actions: Optionally, select agent actions to receive real-time AI support for customer cases and issue resolution.
Batch Data Transform for CRM Analytics: After configuring the CXI Analytics app, ensure that the required batch data transforms are completed and executed in the correct sequence.
Enable Rich Text Format for Case Comments: Use rich text in case comments to gain deeper, data-driven insights. While images and videos are not supported, elements such as bold and italic are incorporated into insights to enhance your understanding of customer feedback.
Test the Proactive Service Flow: Validate the end-to-end configuration by simulating a customer trigger and confirming the agent response.
Tips on Writing Solutions: To assist users in solving their cases, it is important to write good solutions.
Troubleshoot Proactive Service Issues: Resolve common issues encountered when setting up or running proactive service campaigns with the Agentforce Service Agent.
Turn On Swarming: To begin swarming on customer issues and reduce customer resolution times, turn on Swarming.
Use a Desk Phone: Answer and make voice calls from the Omni-Channel utility with a desk phone. By default, the softphone is enabled for all reps. To use a deskphone, you should enable the deskphone from the Omni-Channel settings.
Use Dynamic Q&A for Knowledge Articles: Dynamic Q&A lets knowledge article readers browse common questions while reading an article. It highlights the most relevant questions and answers, helping them find the information they need quickly, reducing case creation, and enhancing self-service.
Persist Secure Messaging History Across Multiple Devices with User Verification: To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.
Understanding Token-Based User Verification: When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.
User Verification Terms: To set up User Verification, you must be familiar with tokens, keys, and keysets. These terms describe the fundamental concepts associated with this feature. If you want more context, this article breaks down the terms to understand.
Clinical Vaccine Administration Capabilities: Ensure training on vaccine administration. Manage community health, log and track administration of a vaccine, and analyze community-wide vaccine results monitoring.
Public Health Command Center and Notifications Capabilities: Command Center provides a view into the health status of communities, current inventory levels, and forecasts of potential vaccine needs. Curate accurate education and outreach campaigns to rapidly communicate with providers and people. Automate recurring communications to reduce the staff burden.
Vaccine Management Blueprint: Get key product and industry information you can use to build vaccine management solutions.
Vaccine Management Capabilities: Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.
Safety Cloud: Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.
Vaccine Management Users: Depending on what role you play in vaccination, your needs are different.
Vaccination Outcomes Monitoring Capabilities: Help capture data on people’s experiences, health results, and outcomes following their vaccinations. Support detection of larger health concerns in a community.
Allocate Space to the Cache Org Partition: When you set up the Health Verification package, we create a platform cache org partition with 3 MB called HealthVerification in the safetycloud namespace. The Health Verification package uses the cache to improve the performance of status look-ups. Depending on your data volume, usage patterns, and performance requirements, you can allocate more space to the cache org partition.
Configure the Visualforce Barcode Scanner Page for Point-of-Entry Verification: Safety Cloud comes with a Visualforce page that you can use to scan SMART Health Card QR codes. You can load the Visualforce page on any browser. After it’s scanned, the QR code’s payload is extracted and verified by the Safety Cloud health card verification service.
Create Consent Records with an Apex Job for Vaccine Eligibility: With a scheduled Apex job, you can regularly create consent records for the leads that are generated from your vaccine eligibility sign-up form. Simply schedule the job, and it runs at the specified time when you have new leads from the sign-up form.
Create Consent Records with an Apex Job for Customer Health Verification Form: With a scheduled Apex job, you can regularly create consent records for the COVID-19 health verifications that are generated after a customer completes the COVID-19 health verification form. Simply schedule the job, and it runs at the specified time when new health verification records are created.
Set up a Digital Experience Site with the Health Verification Form: The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it.
Customize the Vaccine Eligibility Form: Edit the text, fields, privacy and legal attestations, images, and redirect button in the vaccine eligibility form.
Health Card QR Code Verification: With SMART Health Cards, individuals can keep copies of their vaccination and lab test result records on hand and share their information with others if they choose. Safety Cloud provides Health Verification from a Health Card QR code.
Define the Send Definitions Configured in Marketing Cloud Engagement: Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects.
Set up Marketing Cloud Engagement for the Safety Cloud Package: If you plan to use Marketing Cloud Engagement to send initial confirmation and status update emails, create an installed package in Engagement and set up the Marketing Cloud Engagement API.
Point-of-Entry Health Verification: SMART Health Card holders can scan their SMART Health Card for point-of-entry health verification. Safety Cloud provides an out-of-the-box Visualforce barcode scanner page that can be installed on any browser.
Create Occasion Email Attribute Mappings: You can use Occasion Email Attribute Mappings to map the fields that you want to include in the Marketing Cloud Engagement send definition and to pass the field attributes into the email messages.
Set up an Email Template for Health Verification: You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email.
Enable the Known Issuers Directory: As an admin, you can enable the Known Issuer Directories Setup feature to import an up-to-date list of known SMART Health Card issuers. The data from the Known Issuers directory helps Safety Cloud determine whether the SMART Health Card shared by a card holder is valid and credible.
Set Up a Site and Domain for Your Vaccine Eligibility Forms: Create a site and connect it to your domain. Then, change the home page to one of the Visualforce pages included in the Vaccine Eligibility package and set up public access to the form.
Set Up Vaccine-Related Updates: Set up an Apex job to automatically create consent records for your vaccine eligibility recipients. If you’re using Marketing Cloud Engagement to send updates for vaccine eligibility or health verification, prepare your implementation.
Validation and Maintenance: Maintain the accuracy of your proactive service system by performing regular data audits and resolving configuration conflicts.
Grant Reps Access to View Rep Statuses When Transferring Calls: To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only.
Connect Voice from a Partner Contact Center: Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider.
Generate a Self-Signed Certificate with OpenSSL: Use OpenSSL to generate an RSA private key and two certificates. You need one certificate to set up a secure connection between Amazon Connect and Salesforce and another certificate for the REST API integration. Repeat the steps to create both certificates. After generating the certificates, update your contact center definition file based on the certificate value if you've manually integrated your contact center.
Configure AWS Identity and Access Management (IAM) Role for Voice: When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically.
WhatsApp Voice Channel Activation Checklist: After you create a WhatsApp Voice channel, you can’t yet receive calls with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.
Wrap Up After a Call: Most customer service calls or messaging sessions require closing work after it ends—for example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time.
Add a Queue in the Contact Center: Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.
Add a Voice Channel to a Partner Contact Center: After you set up a partner contact center with Messaging channel support for Bring Your Own Channel for CCaaS, you can add a Salesforce Voice channel to the contact center.
Monitor Your Contact Center: Monitor the performance of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.
Customize the Rep Experience: Give contact center reps the information they need to help customers on the phone.
Set Up the Service Rep Workspace: Now that you set up your phone channel and added users to your contact center, it's time to add Omni-Channel to the service rep's workspace. To enable reps to change their presence status and triage their incoming work assignments, add Omni-Channel to the app where they work.
Help Customers on the Phone: Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads.
Check Connection Status and Address Provider Status Issues: Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider.
Listen to and Collaborate on Voice Call Recordings: To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.
Answer and Make Calls: Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.
Pause Call Recording to Honor Customer Privacy: Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.
Add Callers or Transfer Calls: Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call.
What Am I Billed For?: For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes.
How Do I Check My Usage and Billing?: To see Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) usage and billing in your contact center, check out these Salesforce and Amazon Connect resources.
Configuring Single Sign-On (SSO) with Amazon Connect: Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials.
Troubleshoot Errors from Amazon Connect in Salesforce Voice: Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.
Salesforce Reports for Amazon Connect Usage and Billing: View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types.
Salesforce Voice and Your Telephony System: Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components.
Automate Your Contact Center with Artificial Intelligence: Optimize your contact center operations using the power of Artificial Intelligence (AI). Effortlessly gauge the sentiment of call conversations. Trigger actions based on signals and keywords detected during a conversation. Turn on AI-generated call summaries for efficient analysis.
Billing Details: When you’re using Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), it's important to understand how billing works for IVR utterances, Salesforce Voice minutes, and telephony minutes.
Billing for IVR Utterances and Salesforce Voice Minutes: When using Salesforce Voice with Amazon Connect, you’re billed for IVR utterances and Salesforce Voice minutes only if you exceed your purchased allowance. Each Service Cloud Voice with Amazon Connect license grants a user a certain number of IVR utterances and Service Cloud Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed.
Billing for Telephony Minutes: Amazon Connect offers both Direct Inward Dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per-day basis.
Billing Examples and Use Cases: To better understand your org’s billing, it’s important to know the difference between Service Cloud Voice minutes and telephony minutes, which are tracked and billed separately. Service Cloud Voice minutes are prepaid entitlements that cover the core voice infrastructure, including transcription, data streaming, and so on. Telephony minutes are pay-as-you-go charges billed monthly by AWS for the actual connection to the telephony network. Most calls simultaneously consume both types of minutes. However, there are exceptions. For example, if a call is transferred and is no longer handled by Service Cloud Voice, it stops consuming Service Cloud Voice minutes but continues to consume telephony minutes.
Create Contact Center Groups in Bulk: Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers.
Create Contact Center Queues in Bulk: Use the Salesforce Bulk API 2.0 to create contact center queues in bulk. This method streamlines the process of managing large numbers of queues for your contact center.
Create Or Update Contact Center Users in Bulk: Use Salesforce Bulk APIs to add contact center users in bulk. You can use this bulk operation if you want to add or update more than 100 users at a time.
Create a Phone Channel: To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.
Enable Universal Call Recording in an Existing Contact Center: By default, the Universal Call Recording feature is disabled in Amazon Connect contact centers. To enable this feature in a Partner Telephony from Amazon Connect contact center that was created before Spring ’22, update the XML contact center definition file. Then import the XML file into your Salesforce org using the Metadata API to update the contact center setting.
Migrate an Existing Salesforce Contact Center Created from an XML Import: If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features.
Best Practices for Salesforce Voice: To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
Voice Call Recordings: To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.
Customize Call Routing: By default, calls are routed to the default Voice Call queue, SCV Basic Queue, using the default routing configuration, Default for Voice. You can customize this behavior such that Omni-Channel routes calls to different queues or to specific reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route calls. To set up reps with their own number for direct inbound and outbound calls, assign each rep in your contact center a direct inward dialing (DID) phone number. Finally, to use Salesforce to handle voice call routing alongside other channels, set up Unified Routing with Omni-Channel.
Contact Center Version 20.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 20.X.
Contact Center Version 21.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.X.
Contact Center Version 22.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 22.X.
Create Contact Center from Salesforce UI: To manually integrate Voice with your exsiting Amazon Connect instance, you must prepare the contact center definition XML file.
Manage Contact Center Updates: Salesforce periodically updates the Lambda functions and sample contact flows, makes improvements to AWS identity and access management roles (IAM roles) policies, enhances security, and enables new features in Salesforce Voice. To get the latest changes, update your Salesforce Voice contact center.
Contact Center Version 10.X And Below: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version.
Contact Center Version 11.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 11.X.
Contact Center Version 12.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 12.X.
Contact Center Version 13.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 13.X.
Contact Center Version 14.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 14.X.
Contact Center Version 15.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 15.X.
Contact Center Version 16.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 16.X.
Contact Center Version 17.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 17.X.
Contact Center Version 18.X: Before updating the contact center, review the change details, such as the enhancements and the error fixes corresponding to the contact center version 18.X.
Contact Center Version 19.X: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 19.X.
Automatic Voice Call Linking with Click-to-Dial: When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles.
Next Steps for Salesforce Voice after Contact Center Configuration: You’ve set up Salesforce Voice (formerly Service Cloud Voice) and customized your contact center. Now that basic setup is done, learn about more advanced features and optional customizations that can enhance the experience of your reps and customers.
Enhance Salesforce Voice with Amazon Connect: Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.
Salesforce Voice with Amazon Connect Customer: Amazon Connect Customer is an Amazon Web Services (AWS) offering that brings AI capabilities to your Salesforce Voice with Amazon Connect experience.
Prevent Reps from Receiving Calls Until SSO Is Complete: When reps log into Omni-Channel to take or make calls, Salesforce Voice with Telephony Providers uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. To prevent Omni-Channel from assigning calls to a rep before SSO finishes, turn on Voice Connector Readiness Check. When turned on, Omni-Channel waits for the telephony connector to report readiness before allowing reps to accept inbound work or to make a call.
Configure Your Contact Center: To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.
Customize Your Contact Center: Customize your contact center for enhanced functionality. Grant more reps and supervisors access to voice call records and call recordings. If applicable, configure your Amazon Connect instance to seamlessly integrate with Salesforce Voice (formerly Service Cloud Voice). To efficiently route calls to the right rep, add more queues and define dynamic routing rules with Omni-Channel flows.
Analyze Call Recordings for Insights: Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.
Reduce Support Rep Handling Time with Conversation Intelligence: Automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by support reps or customers. To help your support reps during conversations with customers, you can create a rule that sends notifications to a supervisor and a support rep, displays recommendations to support reps, or runs processes in the background. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience.
Set Up an Autolaunched Flow: Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow.
Create a Custom Component to Trigger an Action: To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create Aura custom components in Salesforce. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create a custom component, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
Triggered Actions Based on Call Conversations: To help your reps during calls, automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by reps or customers. For example, send the supervisor a notification when a customer uses profane language.
Set Up a Next Best Action: If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies.
Create the Recommendation Strategy Flow for Next Best Action: To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations.
Input Variables for the Recommendation Strategy Flow: To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default.
Create the Recommendations: Create recommendations that suggest the next best action for support reps while they’re working with your customers. For each recommendation, you specify an action, which is configured as a part of the Conversation Intelligence rule.
Create a Conversation Intelligence Rule to Trigger an Action: To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
Pass the Rule Name as Input to a Flow: To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow.
Auto-Generated Sentiments of Call Conversations: Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training.
Create AWS Resources and cloudformation Template: If you want to use the sample cloudformation template, you must also create the prerequisite AWS resources. You can execute the cloudformation template in any AWS region, but you must make sure that the Amazon Connect instance and ContactCenterStack are also in the same region. Before importing the contact center definition XML file to create a contact center, you must create the AWS resources in your AWS account.
Create a Contact Center: Before creating a contact center in Salesforce org, you must create AWS artifacts and external client app.
Create a Phone Channel: To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.
Create S3 Bucket for Salesforce Voice Resources: Create an AWS S3 bucket with S3 bucket policy for Salesforce Voice (formerly Service Cloud Voice) resources in the same region as that of the Amazon Connect instance.
Use Customized Usernames for Contact Centers: A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users.
Customize Salesforce Voice: You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.
Customize Automatic Task Creation: Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls.
Create a Default Phone Channel: To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record.
Assign Delegated Contact Center Admins: Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings.
Delete a Contact Center: You can delete a contact center from your Salesforce org. For example, you can delete the contact center to change the AWS region that’s hosting your Amazon Connect instance or to clean up your Sandbox org. Before you can delete a contact center, you must delete the voice calls associated with the contact center.
Delete Voice Call Customer Data: Delete customers’ personal identifiable information (PII) from your Salesforce Voice (formerly Service Cloud Voice) contact center.
Route Calls Directly to and from Reps: Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.
Disaster Recovery for Salesforce Voice: During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable.
Disaster Recovery for Amazon Connect: Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region.
Disaster Recovery Limitations: Salesforce Voice(formerly Service Cloud Voice) has some limitations when you set up, activate, or use Disaster Recovery. Consider these limitations before setting up disaster recovery.
Disaster Recovery for Partner Telephony: Disaster recovery mechanisms for Salesforce Voice with Partner Telephony depend on the outage scenario affecting system components such as Salesforce Core, Omni, Salesforce RealTime, and the telephony provider.
Disaster Recovery for Salesforce Core: During a planned maintenance or an unplanned outage, Salesforce Core hosted in a first-party data center supports disaster recovery. In this case, the Salesforce Core uses the site switching disaster recovery mechanism with a recovery time objective of about 1 hour. If Salesforce Core is hosted in Hyperforce, Salesforce Core doesn’t support disaster recovery, because Hyperforce is designed for high availability with no outage.
Disaster Recovery for Service Cloud Real Time: Service Cloud Real Time hosted in Hyperforce doesn’t provide disaster recovery options because hyperforce is designed for High Availability (HA) with no outage.
Disaster Recovery for Voice Manually Integrated with Amazon Connect: To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file.
Supported Editions for Voice: Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.
Troubleshoot Errors for Salesforce Voice with Telephony Providers: Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.
Use an Existing Amazon Connect Instance Integrated by You: You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role.
Use an Existing Amazon Connect Instance Integrated by Salesforce: Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice.
Get Expert Support for Salesforce Voice: Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.
Set Up External ID: For additional security, you can generate a unique external ID for your AWS account. When you enable an external ID, Salesforce Voice (formerly Service Cloud Voice) can assume all cross-account management roles, including the provisioning role if used, and perform contact center admin actions in your AWS account only after external ID validation.
Create Contact Center Connectivity from Lambda Function: If you have added the UpdateCredentialRole attribute in the contact center definition file, use the Update Key option in the Contact Center details page to update the JWT key. If you haven't added the UpdateCredentialRole attribute in the contact center definition file, you must generate a self-signed sertificate with OpenSSL and update the contact center definition file based on the value.
Create the Contact Center: You can create a contact center in your Salesforce org either from the UI by uploading the contact center definition file in XML format or by triggering the metadata API.
Set Up Custom Name Format for the User: If you do not set up a custom name format in the external client app or connected app, then the default name format is $User.Id & '@' & $Organization.Id.
Edit Contact Center Details: Use the Edit option in the contact center details page to edit the contact center details.
Get to Know Salesforce Voice: Improve phone support with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Salesforce Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across all digital channels.
Use a Headset Enabled by Telephony Provider: If your telephony provider has enabled headset support in the managed package, you can use a headset for voice call, and control call actions such as accept, mute, unmute, and decline calls from the headset. You can use only the headset models and brands supported by your telephony provider.
Use a Headset for Voice Calls: You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation.
Set Up Health Check Stack to Run Self-Service Checks: To run the service check, the health check stack must be installed for your contact center. The health check stack contains the HealthCheckFunction Lambda, the HealthCheckRole, and the HealthCheckLambdaExecutionRole. The HealthCheckFunction Lambda checks the AWS account status and generates the report. The HealthCheckRole triggers the HealthCheckFunction Lambda. The HealthCheckLambdaExecutionRole runs the HealthCheckFunction Lambda.
Contact Center Health Check Stack: The health check stack creates specific Identity and Access Management (IAM) roles and policies for the contact center in your AWS account. These resources provide the necessary permissions for the health check Lambda function to analyze your contact center configuration and generate a diagnostic report.
Integrate Salesforce Voice with Sales Engagement: Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.
Enroll Caller in Voice ID: If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call.
Set Up Voice ID: Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof.
Import Messaging and Mixed Queues from Amazon Connect: Import Amazon Connect queues that handle messaging, voice, or both into your Salesforce contact center. The import creates contact center queues with the correct supported objects based on each routing profile’s channel configuration.
Create a Rule in Amazon Connect That Identifies Intelligence Signals: Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria.
Update Your Contact Center: Upgrade your Amazon contact center to at least version 10.0. This version includes a Lambda function enhancement that processes rules and intelligence signals from Amazon Connect Contact Lens.
Automatically Trigger an Action Based on a Conversation Intelligence Signal: Create a rule in Salesforce that triggers an action based on intelligence signals or keywords detected during a conversation. Conversation Intelligence rules work with Salesforce Voice with Telephony Providers and messaging channels, such as Enhanced Web Chat and LINE. Salesforce admins can declaratively set up Conversation Intelligence rules in a user interface. Developers can set up rules in custom components using Toolkit API and custom actions. The declarative method is the easiest way to set up rules. But the Toolkit API method allows you to develop custom rules and signal detection processes. For example, use Toolkit API to detect signals in the call transcript without using your telephony system.
Verify That Contact Lens Speech Analytics Is Enabled: Enable speech analytics so that Contact Lens generates real-time transcripts during a call, and post-call analytics after the conversation has ended. Although speech analytics is enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have changed.
Taking Action Based on Intelligence Signals: Automate actions based on intelligence signals detected by your telephony system. For example, if your telephony system detects that the customer is unhappy during a support call, Salesforce Voice can show a Next Best Action recommendation. The recommendation can suggest that the support rep offer a 20% discount based on the detected signal and their customer loyalty information.
Salesforce Voice Key Concepts: When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony.
Salesforce Voice with Telephony Providers Learning Map: The learning map helps orient you at any stage of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) journey. It provides learning resources, a list of high-level tasks for admins, and a feature summary for contact center reps and supervisors.
Salesforce Voice Limits and Limitations: Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.
Link Calls with Customer Contact Records: When a customer calls your contact center, Salesforce attempts to match the caller’s phone number with a contact record. If no contact is found, reps can search for the contact or create a contact.
Set Up Contact Center Users: Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.
Manage Contact Center Certificates: Salesforce uses certificates to help ensure the security of your Salesforce Voice (formerly Service Cloud Voice) contact center. If your certificate is about to expire, we let you know by email so you can replace it with a new certificate. Salesforce Voice supports certificates with up to 4,096-bit keys.
Maintain Your Managed External Client App: When you create a contact center, Salesforce automatically generates a managed external client app (ECA) to handle your SAML single sign-on (SSO) authentication. Because Salesforce manages this external client app as part of your contact center provisioning, you can’t access or edit it from the External Client App Manager in Setup. Instead, manage all settings and policies for this app from your contact center settings.
Map Your Presence Statuses to Amazon Connect: Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.
Mask Customer Phone Numbers: Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts.
Messaging Queue Support for Amazon Connect Contact Center Groups: When you add or remove queues from a contact center group, Salesforce automatically updates the associated Amazon Connect routing profile with the correct Voice, Chat, or both channels based on the queue’s supported objects.
Salesforce Voice License Transition and Mixed License Options: Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license.
Track And Report On Your Amazon Connect Usage and Billing: Track your Amazon Connect usage to stay on top of your billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect). Understand how you’re billed for minutes and IVR utterances.
Monitor and Sync Rep Status: To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.
Multi-Org Contact Centers: A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org.
Set Up Multi-Org Contact Centers: Execute the CloudFormation templates and import XML files to configure your AWS account and Salesforce orgs to set up multi-org contact centers.
Use a New Amazon Connect Instance: Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect.
Take Notes on a Call: Record the call’s outcome and take notes about the call so it’s easy for other reps to get up to speed in case the customer calls back.
Customize Command Center for Service for Voice: At this point, you've already enabled Command Center for Service. It works. Now it's time to customize Command Center for Service to meet your needs. For example, to provide faster and better service to your customers, enable supervisors to change reps’ queues and skills. Add actions to the Command Center for Service tabs. To change what a group of supervisors sees in Command Center for Service, set up a supervisor configuration. And, to give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app.
Route Calls with Omni-Channel Unified Routing: Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.
Configure Callbacks for Omni-Channel Unified Routing: Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing.
Configure Omni-Channel Unified Routing: Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.
Disable Omni-Channel Unified Routing: Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center.
Transfer Voice Calls with Omni-Channel Unified Routing: Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect.
Customize Transfer Destinations for Reps with Omni-Channel Unified Routing: Reduce long transfer destination lists when reps need to transfer a call quickly. Choose whether to show all profiles, queues, and flows or just show some. This feature is available for contact centers that use Omni-Channel Unified Routing to route voice calls.
Set Up Org-Wide Sharing for Voice Calls: To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record.
Organize Voice Call Information into Separate Workspace Tabs: To keep call information separate and organized when reps begin calls from the console, open voice call records in unique workspace tabs rather than subtabs of related workspace tabs.
Create Automated Dialing Outbound Campaigns with Customer Profiles: Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness.
Key Voice Performance Metrics: After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing.
Record Personalized Voicemail Greetings for Inbound Calls: Improve the calling experience for your customers by recording voicemail greetings that play automatically when you’re unable to answer a call. Any messages that your callers leave in response are stored in your voicemail box for you to review at any time.
Configure the Phone Book for Outbound Calls: Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility.
Restrict Phone Type Selection for Contact Center (Beta): Configure a contact center to restrict reps to use only the softphone and hide the desk phone option in the Omni-Channel utility. This feature helps enforce company policies and meet regulatory compliance requirements.
Salesforce Voice Planning Checklist: Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout.
Prepare Your Network for Salesforce Voice: To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
Create a Partner Amazon Contact Center: With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance.
Set Up Voice with Partner Telephony from Amazon Connect: You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources.
Listen In to a Voice Call: To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t.
Roll Back a Lambda Update: Roll back Lambda changes made during a contact center upgrade with contact center versioning. Keep your custom Lambda modifications from being overridden during Salesforce Voice Lambda updates.
Set Up Salesforce Voice with Partner Telephony: Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) lets you create a Salesforce Voice contact center that uses a telephony provider of your choice. Before you start, review the prerequisites, limitations, and planning resources.
Add and Remove Users in Your Partner Telephony Contact Center: After you create a contact center for Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, add users to your contact center. You can add Service Cloud Users who have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set. Remove users who no longer need access.
Assign Contact Center Permission Sets for Partner Telephony: Use permission sets to control access to your Voice contact center. Give at least one user, such as yourself, the Salesforce Voice Contact Center Admin (Partner Telephony) permission set so they can set up the contact center. Give reps and supervisors the Salesforce Voice Contact Center Rep (Partner Telephony) permission set so they can make and receive voice calls and listen to call recordings.
Configure Single Sign-On (SSO) with Salesforce as the Identity Provider: For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO.
Let Reps Pause and Resume Voice Call Recordings: Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate.
Create Your Partner Telephony Contact Center: After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information.
Customize Call Controls and Voice Extensions: Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.
Install Your Telephony Provider’s Managed Package: Most Voice telephony partners provide a managed package that contains the metadata to connect Voice with the partner’s system. Download the package from AppExchange or ask your telephony provider for the installation URL.
Configure Omni-Channel for Salesforce Voice: Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page.
Let Reps Test Their Workstations with Connection Status Utility: To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.
Sync Rep Presence Statuses Automatically: Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work.
Train Your Reps on Salesforce Voice: Use these resources to help your contact center reps become familiar with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)’s softphone and features. Some features may differ depending on what features your telephony provider offers.
Set Up Voice Call Audio for Virtual Desktop Users: To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.
Update Inaccessible AWS Root Email Address: If the root user email address is inaccessible, use the Connect APIs to update this root user email address of the AWS sub-account.
Resolve Common Status Conflicts: To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.
Respect Rep Capacity for Voice Calls: Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call.
Return a Callback Request: Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns.
Route Calls to Queues: Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.
Route Calls with Omni-Channel Flows: Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels.
Use Salesforce Voice Across Sales and Service: Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice.
Try Salesforce Voice in Your Sandbox: You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data.
Save Your Private Key in AWS Account: If you’re using contact center version 19 and later, save your private key from your self-signed certificate in the AWS Secrets Manager. For contact center versions 18 and earlier, add the private key to the AWS Parameter Store.
Install Managed Package for Salesforce Contact Center with Amazon Connect: Use the Salesforce Contact Center with Amazon Connect (SCC-AC) to configure the latest Amazon Connect features for your Salesforce org. To access SCC-AC, install the managed package. To install the managed package, you must have an Amazon contact center version 16.0 or later.
Salesforce Contact Center with Amazon Connect: You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features.
View the Sentiments of a Call Conversation: After a call ends, view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. To identify what was said when negative sentiments occur, play the recording at those moments. To turn a negative experience into a positive one, a rep can then follow up with the customer. A supervisor can also coach the rep to improve the way they handle calls.
Set Up Service Reps: In Omni-Channel, set up service reps to complete work requests. After service reps are set up, they can manage their work from the Omni-Channel component in a Lightning app. Supervisors can view service reps in Command Center for Service.
Set Up Salesforce Voice: Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.
Customize Call Journeys with Amazon Connect Flows: Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers.
Configure Your Amazon Connect Instance: Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice).
Reach Your Customers Using High-Volume Outbound Calls: Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services.
Track Contact Center KPIs with the CRM Analytics App: Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information.
Increase Amazon Service Quotas: Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.
Add and Remove Contact Center Users: After you create a contact center, you can add more users to it or remove users who no longer need access.
Create Your Amazon Connect Contact Center: Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.
Manage Your Contact Center in Amazon Connect: Quickly access the Amazon Connect settings page for your contact center. To log in to Amazon Connect, you need the username and password for your Amazon Connect instance.
Maintain Your Contact Center: Keep your contact center running optimally. Use the latest version of contact center components and, as needed, delete customers’ personal identifiable information (PII) from your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.
Configure Single Sign-On (SSO) with Your Own Identity Provider: Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel.
Confirm Your Tax Registration Number: After your Amazon Web Services subaccount is created, confirm your company’s tax registration number for the subaccount.
Create the Voice Call Record Page: The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.
Turn On Salesforce Voice with Amazon Connect: When you turn on Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance.
Configure Caller ID for Your Contact Center: Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.
Monitor Call Quality with Mean Opinion Scores: To stay one step ahead of possible network degradations or call quality issues, add the Mean Opinion Score (MOS) field to your Voice Call layouts.
Set Up the Service Console App for Salesforce Voice: Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls.
Setup Prerequisites: Before you set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), complete these prerequisites.
Generate a Salesforce Report for Amazon Connect Usage and Billing: View your Salesforce org’s Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Create a custom report type and then generate a report on your Salesforce org’s usage.
Set Up an App with Standard Navigation and Salesforce Voice: To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget.
Configure Call Transcription: Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce.
Set Up Omni Flow: Before enabling unified routing for a contact center, make sure that you set up an omni flow.
Change Reps Assigned to Groups: When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately.
Customize the Supervisor Experience: To enhance how supervisors interact with reps, customers, and your contact center, customize Command Center for Service. Because Command Center for Service supports multiple channel types, your customizations can impact the supervisor experience for other channel types, like messaging.
Set Up the Supervisor Workspace: Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work.
Choose Your Voice Telephony Model: Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.
Telephony Usage Report: The Telephony Usage report provides a breakdown of telephony usage and costs for each phone number per day. The report includes the usage and costs for the last 2 months for which the invoice is generated. This report isn’t available in the standard reports that you can customize and create for Salesforce Voice (formerly Service Cloud Voice).
Test Calls in your Contact Center: After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.
Test Salesforce Voice: As you roll Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) out to your users, run tests and try Salesforce Voice in a sandbox.
Get Up to Speed with Call Transcripts: To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.
Automatically Trigger an Action Based on Detected Keywords: Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”
Troubleshoot Salesforce Voice: To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.
Set Up Salesforce Voice with Amazon Connect: Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources.
Understanding Routing for Salesforce Voice: When you deploy Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) , you can choose from multiple routing strategies to manage how calls are directed to reps. Understanding these options helps you select the best approach for your organization.
Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce: Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup.
Route Calls Directly to a Rep with Unified Routing: Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives.
Update AWS Root Email Address: Update your root email address by directly logging in to the AWS console as a root user. When a root email address has changed, and you still have access to the AWS console through your previous root email address, you can update your email address from the AWS console.
Update Your Contact Center: To access the latest functionality, install an updated version of your Service Cloud Voice contact center. When an update is available, you see a notification when you log in to Salesforce and go to the Amazon Contact Centers page in Setup.
Update Inaccessible Account Phone Number: If the AWS account is inaccessible and you can’t log in, use the Connect APIs to update the primary phone number of the AWS sub-account.
Update the Key Pair for Your Contact Center: Voice uses public-private key pairs to authenticate the telephony service request between Amazon Web Services and Salesforce. If a key pair expires, then your contact center can’t connect to the service, and customer calls go unanswered. Update your key pair before it expires.
Use Voicemail Drop for Outbound Calls: Save time on outbound calls by automatically leaving pre-recorded voicemail messages. When you reach a user’s voicemail, you can end the call immediately, and proceed to your next work item. Salesforce Voice plays your default message for the user without disconnecting the call.
AI-Generated Work Summaries of Calls: To save time and be more attentive during conversations with customers, reps no longer have to take notes and summarize the call conversation. The rep can use Einstein Work Summary to generate a high-quality summary of a voice calls.
Generate and Test Your Web-to-Case Form: Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created.
Workforce Scheduling Interaction Data Mapping: Review how the standard context definition maps interaction data so Workforce Scheduling can schedule onsite appointments with agency employees in office.
Workforce Scheduling Visit Data Mapping: Workforce Scheduling maps each field visit, such as an inspection, investigation, or a home visit to a service appointment so it can schedule, assign, and dispatch resources for visits.
Assign Community User Access: Confirm external licenses and assign the permission set that lets community users read the scheduling data model and book their own appointments.
Assign Guest Access: Assign the permission sets that let guest users read the scheduling data model and create appointments.
Configure Workforce Scheduling and Optimization: Set the org-level defaults that control how Workforce Scheduling creates and schedules service appointments — and, for field work, how it optimizes the schedule.
Guidelines for Using Workforce Scheduling Commit Mode: Learn what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process, and how the system behaves depending on the selected Commit Mode.
Configure Optimization for Field Work in Workforce Scheduling: Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.
Configure Additional Basic Settings: Turn on optional Workforce Scheduling features, including approval-based absence blocking and geolocation data sharing with Google and Apple.
Configure Your Business Data: Configure business data such as user access, work types, operating hours, and time slots.
Considerations: Review the considerations, supported scheduling methods, and appointment types that shape what you can schedule in Workforce Scheduling.
WorkforceSchedulingContext Standard Definition: The WorkforceSchedulingContext standard context definition gathers scheduling data from service appointment, interaction, and visit objects for use in Workforce Scheduling appointment flows.
How Workforce Scheduling Uses Context Service: Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management.
Create Resource Absence Types: Add the types of time off and unavailability that you track for service resources, such as vacation or medical leave.
Create Service Appointment Statuses: Define the statuses a service appointment moves through, and map each status to a status category that reflects its stage.
Create Service Resources: Represent the people and assets that perform work as service resources so that you can assign service appointments to them.
Create Work Types in Salesforce Go: Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports.
Create Work Types From the Record Page: Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports.
Capture Data by Using Forms in the Field Service Mobile App: Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms from reusable assessment questions that follow conditional logic, tailoring questions based on how a mobile worker answers earlier questions. With auto-save, mobile workers can navigate away from a form, and even close the app, without losing their work.
Assign Data Capture Permissions to Mobile Workers: Give mobile workers access to Data Capture flows in the Field Service mobile app. Create a permission set that adds the Data Capture permissions, and then assign it to your mobile workers.
Data Capture Limitations and Guidelines: Data Capture has limitations and guidelines for offline data operations, performance, high-volume inspections, and permissions.
Assessment Staged Data Records: The assessment staged data record holds form responses until they're validated, so you can review and correct errors before the final records are created.
Build Data Capture Forms with Question Sets: Create forms with the Data Capture Flow process type in Flow Builder. Add assessment questions, organize them into sets and categories, set properties and conditional logic, and preview questions without leaving Flow Builder.
Considerations for Data Capture: Before you build Data Capture forms, understand the permissions, offline priming, and staged-data behavior that they require.
Flow Question Types for Data Capture: Data Capture forms support specific question data types. The data type that you select when you create an assessment question maps to a standard flow screen component.
Regulatory Compliance and Automated Violations: For regulatory inspections, Data Capture forms check work against regulatory codes, capture a compliance status for each question, and generate Regulatory Code Violation records automatically when a response is noncompliant.
Set Up Regulatory Compliance and Automated Violations: Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically.
Set Up Data Capture in the Field Service Mobile App: Build Data Capture forms from Discovery Framework assessment questions in Flow Builder. Set up the framework, create assessment questions, build forms, and prime records for offline use.
Editions and Licensing: Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Scheduling.
Enable Field Scheduling: Make field scheduling available across your org and set the options that shape appointments requiring worker travel to constituent locations, such as homes, businesses, or inspection sites.
Enable On-Site Scheduling: Make on-site scheduling available across your org and set the options that shape appointments at your branches.
Get Started with Workforce Scheduling: Learn the core concepts, data model, roles, editions, and limits that define your Workforce Scheduling implementation.
Key Concepts: Learn the scheduling methods, records, and classification model that Workforce Scheduling uses to run on-site and field work on one platform.
How Workforce Scheduling Interactions Map to Service Appointments: Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync.
What Are Workforce Scheduling Interactions: An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.
Working with Workforce Scheduling Interactions: Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction.
Service Appointments, Visits, and Interactions in Workforce Scheduling: Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly.
Manage Shifts: Create and manage shifts that drive resource availability for on-site and field work.
Manage User Access: Assign Workforce Scheduling personas to the users who schedule, dispatch, and perform work.
How Workforce Scheduling Visits Map to Service Appointments: Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync.
What Are Workforce Scheduling Visits: A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.
Working with Workforce Scheduling Visits: Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit.
Learn About Schedule Tab Details for Visits and Interactions in Workforce Scheduling: Review information about the Schedule tab and compact layout before you set it up. This layout option lets your mobile workers see visit and interaction fields on the Schedule tab. Workers can scan a mixed day of field visits and on-site appointments and see who they’re meeting, where, and what kind of work before they open a record.
Optimize Your Schedule in Workforce Scheduling: Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only.
How Does Workforce Scheduling Optimization Work?: Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only.
In-Day and Global Optimization for Workforce Scheduling: Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.
Prioritizing Service Appointments for Optimization: Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.
Resource Schedule Optimization for Workforce Scheduling: In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.
What’s Workforce Scheduling Optimization?: Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only.
Guidelines for Creating a Workforce Scheduling Policy: A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning.
Create and Manage Scheduling Policies in Workforce Scheduling: Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.
Default Scheduling Policies in Workforce Scheduling: Workforce Scheduling includes scheduling policies available by default that cover common scenarios. For field only scheduling, this includes reducing cost by minimizing travel and overtime, scheduling appointments as soon as possible, scheduling to preferred resources, and balancing scheduling so that results are sufficient across all competing preferences. For on-site only scheduling, this includes workload balancing. If you have both field and on-site scheduling enabled, all these default policies are available.
Select the Default Scheduling Policy in Workforce Scheduling: Set the org-wide default scheduling policy that Workforce Scheduling uses when scheduling appointments. When field, or both field and on-site scheduling is enabled, Cost Optimized is the default policy.
Fine-Tune a Workforce Scheduling Policy: In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.
Routing Used for Workforce Scheduling Travel Time Calculations: Workforce Scheduling calculates travel times so that mobile workers can complete more jobs in less time and arrive when customers expect them. Accurate routing reduces travel costs and improves service levels. Point-to-point predictive routing is the primary mechanism, with aerial routing as a fallback when a route can’t be predicted. Routing and travel time calculations are relevant to field appointments only.
Configure Routing and Travel for Workforce Scheduling: Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.
Routing Fields and Country Coverage for Workforce Scheduling: Reference the fields that Workforce Scheduling uses to calculate travel time, and check whether point-to-point predictive routing is available in the countries where your service resources work. Routing and travel time calculations are relevant to field appointments only.
How the Workforce Scheduling Flow Grades Time Slots: When a user selects Schedule a New Appointment or Change Time Slot for a field appointment, the scheduling flow grades each available time slot against the active scheduling policy and tags the top options as Ideal or Recommended. This grading method applies to field appointments only.
Manage Appointments: Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow.
Manage Workforce Scheduling Interactions: An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.
Manage Workforce Scheduling Visits: A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications.
Schedule, Reschedule and Unschedule Appointments: Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.
Schedule Appointments by Priority in Workforce Scheduling: Assign priorities to service appointments so urgent work is scheduled first, even if no time slot is available. Workforce Scheduling drops lower- or equal-priority appointments to make room when the schedule is full.
Select a New Default Context Definition for Workforce Scheduling: Workforce Scheduling provides an out-of-the-box context definition for its scheduling use cases. If you extend this context definition for your business context, use Salesforce Go to update the default context definition for Workforce Scheduling.
Workforce Scheduling Service Objective: ASAP: Use the Workforce Scheduling ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Group Nearby Appointments: Use the Workforce Scheduling Group Nearby Appointments service objective to reduce the number of resources assigned to the same area on a given day. This objective ensures resources maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per resource, where multiple resources typically start from the same home base and cover the same geographical areas. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Load Balancing: Use the Workforce Scheduling Load Balance objective to distribute appointments evenly across service resources and prevent overloading some resources while others remain underutilized. This objective is relevant for on-site scheduling only.
Create and Manage Service Objectives in Workforce Scheduling: Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.
Workforce Scheduling Service Objective: Minimize Gaps: The Workforce Scheduling Minimize Gaps service objective packs appointments into contiguous blocks by grading candidates higher when scheduling closes a gap on their day. Use Minimize Gaps to raise utilization and reduce idle time between appointments and improve resource productivity. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Minimize Overtime: Use the Workforce Scheduling Minimize Overtime objective to reduce the duration of time that appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Minimize Travel: Use the Workforce Scheduling Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability. This service objective grades candidates higher when they can reach the appointment with less driving. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Preferred Resource: Use the Workforce Scheduling Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Same Site: Use the Workforce Scheduling Same Site service objective to reduce travel and improve customer experience when a single location has multiple appointments in the schedule window. This objective prefers a minimal number of mobile workers visit the same location by scheduling service appointments with the same location consecutively in the same shift to the same resource, saving time and effort, and eliminating the need for multiple trips. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Skill Level: Use the Workforce Scheduling Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Skill Preference: The Workforce Scheduling Skill Preference service objective prefers a resource whose skill is marked as higher-priority on the work order or work order line item within the same skill type. Use Skill Preference when the appointment lists more than one acceptable skill and one is preferred. For example, a language preference: the customer accepts English or Spanish but prefers Spanish. This objective is relevant for field scheduling only.
Workforce Scheduling Service Objective: Resource Priority: Use the Workforce Scheduling Resource Priority objective to assign a priority value to rank resources during scheduling. This priority value indicates which resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources. This objective is relevant for field scheduling only.
Set Default Statuses for Categories: Set the default service appointment status that scheduling applies at each stage of an appointment's lifecycle.
Set Up the Community Scheduling Flows: Clone the shipped scheduling flow so you can activate it, make it available to community users, and run it in the inbound context.
Set Up the Guest Flows: Clone the shipped scheduling flows so you can activate them, make them available to guests, and point them at guest identity verification.
Set Up Territory Sharing: Share scheduling records with every user who works in the same service territory through public groups that Workforce Scheduling manages for you.
Set Up Workforce Scheduling: Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on.
Share Appointments with Service Resources: Give assigned service resources access to the service appointments they're assigned to, based on the appointment's status.
Sync Appointments to Resource Calendars: Create Salesforce calendar events for assigned service appointments so that service resources see their scheduled work on their calendar.
Assign a Travel Mode to a Service Territory or Service Territory Member in Workforce Scheduling: Assign a travel mode to a service territory or service territory member so that the engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member’s assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. Travel modes are relevant to field work only.
Create Travel Modes for Workforce Scheduling: Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only.
Set Up Travel Modes for Workforce Scheduling: Travel modes let Workforce Scheduling dispatchers schedule appointments based on a service resource’s preferred mode of transportation, such as driving, walking, or cycling. Set up travel modes, create the modes for your service resources, and assign them to a service territory or service territory member. Point-to-point predictive routing is always applied when scheduling appointments. Travel modes is applicable to field work only.
Configure Workforce Scheduling Travel Time Buffers: Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. Travel time buffers are relevant to field work only.
Unified Appointment Scheduling Flows: Learn how Workforce Scheduling supports both on-site and field appointments in a single unified scheduling flow.
Workforce Scheduling Rule Type: Excluded Resources: Excluded Resources is a Workforce Scheduling work rule type that prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. Excluded Resources work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Extended Match: Use the Extended Match Workforce Scheduling work rule to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. Extended Match work rules are applicable to field scheduling.
Create and Manage Work Rules in Workforce Scheduling: Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.
Workforce Scheduling Rule Type: Match Boolean: Match Boolean is a Workforce Scheduling work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on service resources. Match Boolean work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Match Fields: Match Fields is a Workforce Scheduling work rule type that matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. Match Fields work rules are supported for global, in-day, and resource optimization. Match Fields work rules are applicable to field scheduling.
Workforce Scheduling Rule Type: Match Skills: Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Match Time: Match Time is a Workforce Scheduling work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. Match Time work rules are applicable to field scheduling.
Workforce Scheduling Rule Type: Maximum Contracted Work: Maximum Contracted Work rule is a Workforce Scheduling work rule type that enforces contracted work limits for service resources within a defined pay period. The rule automatically tracks each resource’s total work — including service appointments, travel time, resource absences, and breaks — against their contracted maximum. This ensures compliance with labor contracts, prevents resource burnout, and eliminates the need for dispatchers to manually track each resource’s accumulated hours across the pay period. Maximum Contracted work rules are applicable to field scheduling.
Workforce Scheduling Rule Type: Maximum Travel from Home: Maximum Travel From Home is a Workforce Scheduling work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. Maximum Travel from Home work rules are applicable to field scheduling.
Workforce Scheduling Rule Type: Required Resources: Required Resources is a Workforce Scheduling work rule type that ensures that a service appointment’s required resource preferences are respected. If a service appointment, work order, or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. Required Resources work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Service Appointment Visiting Hours: Service Appointment Visiting Hours is a Workforce Scheduling work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. Service Appointment Visiting Hours work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Service Resource Availability: Service Resource Availability is a Workforce Scheduling work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Service Resource Availability work rules are applicable to field and on-site scheduling. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. Service Resource Availability work rules are applicable to field and on-site scheduling.
Workforce Scheduling Rule Type: Appointment Start Time Interval: Appointment Start Time Interval is a Workforce Scheduling work rule type that requires the appointment start time to align with a configured interval — for example, appointments can only start on the hour, or every half-hour. Appointment Start Time Interval work rules are applicable to on-site scheduling.
Workforce Scheduling Rule Type: Working Territories: Working Territories is a Workforce Scheduling work rule type that checks if a service resource has a primary and secondary territory membership that matches the service appointment’s territory. This work rule ensures that workers are only scheduled for jobs within their assigned operational areas. Working Territories work rules are applicable to field and on-site scheduling.
Workforce Scheduling for Agentforce Public Sector: Unify on-site and field appointment scheduling across public sector use cases. Schedule these appointments directly in the context of public sector records.
WhatsApp Flows: WhatsApp Flows are interactive, structured experiences that live natively inside a WhatsApp conversation, acting as guided forms or multi-step wizards. They enable businesses to guide customers through rich, structured business interactions—such as booking an appointment, requesting feedback, or collecting personalized information—all without the customer ever having to leave the WhatsApp chat. You can define, configure, and customize the fields in these forms, and the responses are automatically logged in Salesforce records.
Activate Recording Settings: Use global recording and transcription settings within your org to process conversation data.
Customize the Work Summaries for Case Prompt Template: Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates.
Show Work Summaries for Email: Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails.
Manage Automatic Generation and Saving of Messaging Session Summaries: Work Summaries for Enhanced Messaging generates a summary automatically as soon as the service rep or customer ends a conversation. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries.
Map Outputs to Messaging Session Summary Fields: To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the MessagingSession object or one of its related objects. You must map these fields before you can activate work summaries for the service channel.
Customize the Work Summaries for Enhanced Messaging Prompt Template: Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Messaging Session prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs.
Show Work Summaries for Enhanced Messaging: To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving.
Setting Up Work Summaries: Follow a few simple steps to create concise summaries and save service reps’ time.
Show Work Summaries for Case (Beta): Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case.
Manage Automatic Generation and Saving of Voice Call Summaries: Work Summaries for Voice Calls generates summaries automatically as soon as the call ends. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries.
Map Outputs to Voice Call Summary Fields: To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the VoiceCall object or one of its related objects. You must map these fields before you can activate work summaries for the service channel.
Customize the Work Summaries for Voice Prompt Template: Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Voice Call prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs.
Show Work Summaries for Voice: To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving.
Intraday Management: Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.
Email Notifications for Intraday Management: Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile.
Real-Time Adherence: Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary.
Scheduling Agents for Shifts: Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts.
Add a Related List to an Object: Many of the Workforce Management features rely on related lists to associate information. During your initial configuration, you may need to add related lists to objects.
Adjust Your Intelligent Forecast Data: Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast.
Viewing and Managing Approval Requests: If your admin has set up an approval process for shift assignments, planners can review pending approvals directly from the Schedule Manager.
Approve Time-Off Requests: As a team lead, it's important to stay on top of everyone's schedules. Approve time-off requests by support rep or by object type.
Approve Time Sheets and Time-Off Requests: As a team lead, it’s important to stay on top of everyone’s schedules. Approve time sheets and time-off requests by support rep or by object type.
Assign Learning to Agents with Agent Engagement: No one wants to feel like just a number. Balancing your business’ productivity needs with your agents’ career growth goals creates a support environment where full-time agents want to stick around. Agent engagement lets agents earn skills by taking enablement site (myTrailhead) modules.
Capacity Plans: Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..
Capacity Plan Glossary: To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.
Set Up Workforce Management: Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.
Admin Checklist for Capacity Plan Setup: Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.
Configure Interface Layouts: Add the Quality Management component to the interaction pages to help evaluators access forms.
Admin Checklist for Intraday Management Setup: Before your planners can launch and use the Intraday Management dashboard, configure Workforce Engagement for Intraday Management. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow.
Configure Quality Management for Service Interactions: Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging and case.
Preparing to Use Service Resource Preferences: After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep’s preference into account.
Configure Sharing Rules for Quality Evaluations: Set up sharing rules to ensure that quality analysts have the necessary permissions to access and evaluate interactions owned by service representatives.
Preparing for Shift Scheduling: Before your planners can create shifts and assign them, configure Salesforce for shift scheduling.
Create and Assign Skills: Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills.
Create a Capacity Plan: Create a short-term capacity plan to predict how many shifts you need to provide coverage.
Create an Intelligent Forecast: You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.
Create Omni-Channel Queues for Workforce Management: Route assignments to your agent teams so that they can share the incoming work. Set up a routing configuration and Omni-Channel queues. Then add your agents to each queue.
Create a Scheduling Constraint: Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn't one, then the rule looks for a scheduling constraint on the service territory.
Create a Scheduling Objective: Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling.
Create a Scheduling Rule: Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules.
Create a Shift Segment Type: A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.
Create a Shift Segment: Each shift segment represents a work activity with a start and end time during a support rep's shift. Assign a shift segment to a support rep to let the support rep know how to spend that time.
Create a Shift Segment Type: A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.
Create Shift Templates: Create shifts more quickly with templates. Insert a template of pre-populated fields instead of manually completing fields in the shift creation pane.
Create Shifts: Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps.
Create Shifts in Bulk from a Capacity Plan: In Workforce Management, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need.
Create Shifts in Bulk from a Capacity Plan: In Workforce Engagement, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need.
Create a Workload History: A workload history aggregates historical data from an Omni-Channel workflow. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.
Define Assessment Categories: Create picklist values to group your evaluation questions into logical sections. These section names will also appear in the preconfigured reports on quality scores.
Enable Workforce Management and Feature Preferences: To use Workforce Management, turn on the org preference in Setup . The simplified setup experience automatically installs the CRM Analytics app and tab set, and gives you the option to enable historical adherence metrics
Filter the Intraday Management Dashboard: Use a filter to identify staffing gaps in a particular job profile across the Intraday Management Dashboard. You can also filter the Data Graph View by time.
Generate Evaluation Form: Use OmniStudio to package your active questions into a functional evaluation script.
Workload and Intelligent Forecast Glossary: To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
Workload Histories and Intelligent Forecasts: A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.
Update Your Analytics App: The Workforce Engagement Analytics App provides dashboards and reports for workforce planning and adherence tracking. Install the app during initial setup and update it periodically to access the latest features.
Intraday Management Dashboard Overview: Review rep’s shifts, staffing levels, and resource absences for the selected day. The Intraday Management page displays a list of agents, shifts, and resource absences.
Map Job Profiles to Queues: Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow.
Manage Shift Scheduling: Help your planners manage employee shifts efficiently. Scheduling tools-get candidates, batch assign, and mass shift update-help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define.
Manage and View Shift Schedules: View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar.
Non-Standard Shifts: Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition.
Perform a Quality Evaluation: Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.
Workforce Management User Permission Sets: Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features.
Data in an Omni-Channel Queue-Based Workflow: Workforce Management analyzes past customer interactions to help you plan for the future. For Omni-Channel queue-based workflows, Workforce Management extracts interaction details from queue configurations and each queue’s work items.
Preparing to Use Service Resource Preferences: After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep's preference into account.
Preparing for Shift Scheduling: Before your planners can create shifts and assign them, configure Salesforce for shift scheduling.
Evaluate Rep Performance: Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.
Quality Management: Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores.
Review Rep Performance (Rep View): Service reps can view their own scores on individual records to understand their performance feedback.
Schedule Manager: The Schedule Manager is a Gantt-style scheduling interface available in the Service Console. It gives planners a real-time visual overview of shifts, staffing levels, and coverage across service territories and job profiles.
Create a Scheduling Constraint: Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn’t one, then the rule looks for a scheduling constraint on the service territory.
Create a Scheduling Objective: Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling.
Create a Scheduling Rule: Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules.
Service Resource Preferences: Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools.
Create a Service Territory: A service territory represents the geographic or functional area where your business operates.
Share Assessment Records with Quality Analysts: Configure sharing rules and organization-wide defaults to grant quality analysts read and write access to interaction assessment records.
Save Time with Shift Scheduling Tools: The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they're needed.
Shift Segments: Shift segments show team leads and support reps a granular breakdown of activities assigned during a shift.
Create Shifts: Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps.
Submit a Service Resource Preference: Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you'd like to work. When planners schedule shifts, the scheduling tools consider your preferences.
Submit a Service Resource Preference: Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences.
Submit Your Time Sheet: Account for hours worked with time sheets. Submit a time sheet to your team lead for approval after you complete a set period of work.
Time-Off Requests: Gain oversight into support reps' time-off requests. Approve or deny submissions from an individual support rep's service resource profile or Resource Absences tabs.
Update a Shift Segment: Make real-time updates to shift segments on the Shifts tab. In Workforce Management, you can also update shift segments in the Intraday Management dashboard.
View Historical Adherence Metrics: Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard.
Adjust Your Workload Data: Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment.
