Service Cloud Features

Enable Service Cloud features, such as Salesforce Knowledge and Site Case Feed, for your self-service sites in Experience Cloud. Some objects and features, like Field Service, require add-on licenses.

For more information on how to use sites for different customer use cases, check out:

• Manage Customer Relationships with Experience Cloud
• Give Customers Access to Your Knowledge Base Through Help Center

• Enable Salesforce Knowledge in Your Experience Cloud Site
  Enable Salesforce Knowledge to quickly get articles to your customers and agents in an Experience Cloud site. Knowledge articles provide accurate information to customers when and where they need it.
• Site Case Feed
  With the site case feed, agents and Experience Cloud site members see the lifecycle of a case from start to finish. All case interactions appear in a unified, chronological Chatter case feed. Site members benefit from the added functionalities of Chatter, while service features help agents provide efficient, personalized support.
• Question-to-Case
  Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Aura and Salesforce Tabs + Visualforce sites where Chatter Questions is enabled.
• Restrict Experience Cloud Site User Access to Cases
  Determine whether users with Customer Community Plus licenses can view and edit cases in which they’re listed as the contact. You can disable the standard sharing behavior that grants the assigned contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, you can control access to cases by creating a manual share or by using Apex managed sharing.