Explore Legacy Service Features

Locate documentation for earlier versions of Agentforce Service (formerly Service Cloud) features that we've upgraded.

To view documentation for newer features, see Agentforce Service Documentation.

• Supported Editions for Legacy Service Features
  Learn about the editions and user interfaces that support earlier versions of Agentforce Service (formerly Service Cloud) features.
• 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.
• 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.
• Optimize Staffing with Workforce Engagement
  Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.
• 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.
• Encourage Idea Creation and Sharing in Experience Cloud Sites
  Add your Ideas users to Experience Cloud sites to take advantage of new ways to collaborate.
• 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.
• 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.