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Service Console for Manufacturing

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Service Console for Manufacturing

The Service Console for Manufacturing ties together powerful components that elevate the productivity of customer service representatives (CSRs) and present a 360-degree view of the customer. The console can help CSRs quickly resolve customer cases, proactively address issues, and take advantage of upsell opportunities, like warranty renewals and related subscriptions.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Unlimited, and Developer Editions

Watch this video to take a tour of the Service Console for Manufacturing.

If you aren’t able to watch the view in full screen, open the video on a new tab: Take a Tour of Service Console for Manufacturing.

  • Learn About Service Console for Manufacturing
    The Service Console for Manufacturing is where your customer service representatives (CSRs) can view a timeline of interactions with the customer, get contextual alerts, review and create assets, orders, and cases, take relevant actions, and search for knowledge articles. Learn how the console is organized to help your CSRs manage the entire service lifecycle from one page.
  • Set Up Service Console for Manufacturing
    Get started by enabling Service Console for Manufacturing in Setup. Assign users the appropriate permission sets to give them access to Service Console for Manufacturing and service console components. Configure the service console components to fine-tune each step in your service experience.
  • Assign Permission Sets for Service Console for Manufacturing
    Assign permission sets to admins and users based on their required level of access to the Service Console for Manufacturing features.
  • Work with the Service Console for Manufacturing
    The Service Console for Manufacturing gives you a holistic picture of the customer and ties together the tools that you need to resolve their queries and provide proactive service. For example, when a B2B customer calls your service center, as a customer service representative (CSR), you can use the console to multitask without losing the context of the interaction. On a single screen, track upcoming engagements, check order delivery status and asset performance, upsell an extended warranty, escalate a case, and more.
  • Extend Service Console for Manufacturing
    Supercharge agent productivity and deepen customer relationships by customizing the service console components in Manufacturing Cloud. Customize the components within the Service Console for Manufacturing or configure them to work with different standard pages. Watch this video to explore how to extend the Service Console for Manufacturing.
 
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