Lightning Experience Features - Explore the New Service Tools

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Questions and Answers

What is the primary design intention of the Lightning Service Console?

To replace the Knowledge component for Lightning Service Console

To provide a preconfigured, three-column layout for sales teams

To meet all service team's needs with customizable features (correct)

To minimize clicks and scrolling for marketing teams

What is the benefit of the split view in the Lightning Service Console?

It allows support agents to manage multiple cases on a single screen (correct)

It replaces the Knowledge component for Lightning Service Console

It provides fast access to History and Notes

It customizes the utility bar to include other tools

What is the purpose of the utility bar in the Lightning Service Console?

To customize the three-column layout

To replace the Knowledge component for Lightning Service Console

To provide fast access to History and Notes (correct)

To provide fast access to Macros and Omni-Channel

What is the advantage of using Lightning Knowledge?

It provides a streamlined way to manage your knowledge base Signup and view all the answers

What has changed in Lightning Knowledge compared to Knowledge in Salesforce Classic?

Standard record types replace article types Signup and view all the answers

What is a limitation of customizing the Lightning Service Console?

You can't change the app's Developer Name Signup and view all the answers

What is the benefit of the preconfigured, three-column layout in the Lightning Service Console?

It puts all the important information on the same page, and minimizes clicks and scrolling Signup and view all the answers

What is the purpose of the Fast-As-Lightning Service Console?

To meet all service team's needs with customizable features Signup and view all the answers

Where can support agents search, view, author, and manage articles?

Knowledge home page Signup and view all the answers

What happens when a customer clicks the Embedded Chat button on a website?

The customer can chat with an agent while viewing the web page Signup and view all the answers

What is the purpose of the pre-chat form in Embedded Chat?

To provide agents with basic customer information Signup and view all the answers

What does the Service Analytics app provide to service managers?

Best-practice KPIs about service data Signup and view all the answers

What is the purpose of sidebars in the Service Analytics app?

To provide agents with case history and other relevant information Signup and view all the answers

What is Field Service?

A mobile-friendly field service hub Signup and view all the answers

What can Omni-Channel do?

Route incoming work items to the correct agents Signup and view all the answers

What is a benefit of using Embedded Chat?

It provides customers with quick answers to their questions Signup and view all the answers

What is a feature of the Service Analytics app?

It includes prebuilt dashboards tailored to specific roles Signup and view all the answers

What is a benefit of using Field Service?

It provides visibility into operational performance and KPIs Signup and view all the answers

Study Notes

Service Cloud in Lightning Experience

The Lightning Service Console is a standard Salesforce Lightning console app designed to meet all service team needs, and can be customized.
The standard Service Console app features:
- Split view for managing multiple cases on a single screen
- Preconfigured three-column layout for easy access to information
- Utility bar for fast access to History and Notes, and customizable to include other tools
Customizing the Lightning Service Console is recommended, except for the app's Developer Name.

Lightning Knowledge

Lightning Knowledge provides a streamlined way to manage knowledge bases in one place.
Features include:
- Standard record types replacing article types
- Knowledge component for Lightning Service Console replacing Knowledge One for Service Console in Salesforce Classic
- Support agents can search, view, author, and manage articles from a single Knowledge home page
- Authoring actions can be done without leaving Knowledge home

Embedded Chat

Embedded chat allows customers to get quick answers to questions by chatting with agents while browsing the website.
Features include:
- Chat widget on the website that persists across pages
- Customers fill out a pre-chat form for agents to gather basic information
- Chat window can be minimized while browsing
- Embedded chat sits directly in the Service Console for quick response

Service Analytics App

The Service Analytics app shares key performance indicators (KPIs) about service data in a single place, tailored by role.
Features include:
- Prebuilt dashboards for service managers to view case closing times, customer satisfaction, and trending benchmarks
- Sidebars for support agents to view customer history, number of cases, and CSAT
- Most of the setup is preconfigured, with easy-to-read visualizations

Field Service

Field Service is a mobile-friendly field service hub for service teams to connect with people at customer sites or on-the-go.
Features include:
- Visibility into operational performance and key performance indicators
- Managing work orders, service resources, and scheduling

Omni-Channel

Omni-Channel routes incoming work items to qualified, available agents and is flexible and customizable without code.
Features include:
- Managing priority of work items and balancing distribution of assignments
- Defining which agents work on different types of assignments
- Automatic routing of work items to correct agents, saving time and effort.

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Description

Customizing the Lightning Service Console for service team needs, featuring a standard console app with split view, preconfigured layout, and utility bar for easy access to information.