Customer Service Features: What’s Not in Lightning Experience | Salesforce
Customer Service Features: What’s Not in Lightning Experience
Learn about the issues to expect if your organization uses customer service tools. In general, Service Cloud data and features aren’t supported in this release of Lightning Experience. Assets and Work Orders are fully supported. Cases are supported but don’t have full parity with what’s available in Salesforce Classic.
When changing a case's owner to a queue, all active queues are displayed, not just queues for cases.
Cases look a little bit different than other records. Cases display a feed first rather than record details or related information, because support agents mainly collaborate and work with activities in a feed. Details appear next to the feed. You don’t see the Activity or Collaboration tabs because this information displays directly in the feed.
If you turn off Case Feed, cases look like other records. Activities and collaboration appear, but the feed-first design disappears and adds more clicks and context-switching to cases. You can use collaboration (Chatter) instead of feed, but collaboration doesn’t include useful case feed publishers, such as email, log a call, or change status.
You can add or remove case feed publishers, but rearranging the case layout or adding custom buttons and links isn’t supported.
Close Case Layout
For simplicity, the close case layout isn’t available, but you can add closed statuses to case edit pages. From the Support Settings page in Setup, select Show Closed Statuses in Case Status Field.
Now you add comments to the feed instead of the Case Comments related list. You can’t add comments to the related list in Lightning Experience. The comments that appear there are from Salesforce Classic users.
Case Related Lists
These related lists aren’t available on cases: Case History, Case Milestones, Case Team, Contact Roles, External Sharing, Content Deliveries, Live Chat Transcripts, Related Content, and SOS Sessions.
To fully benefit from the new feed-first design on cases, re-create the standard case feed publishers. The standard publishers aren’t available, but you can quickly re-create them as quick actions on the Case object. One benefit of re-creating the publishers as quick actions is that they appear on mobile devices, whereas standard case feed publishers don’t.
Case Assignment Rules
Case assignment rules aren’t supported; however, you can create similar rules with the Lightning Process Builder. If you select Case Assignment Checkbox on case page layouts, Assign using active assignment rules appears on cases, but it doesn’t trigger assignment rules when it’s selected.
Features Not Available in Lightning Experience
Salesforce Call Center
Unsupported Service Cloud Features
Except for Assets, basic Cases, and Work Orders, Lightning Experience doesn’t support any Service Cloud features, including the Salesforce Console.
For existing Salesforce to Salesforce customers, records shared by connections are available in the new user interface as long as their object type is supported in Lightning Experience.