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Service PDF Guides
In addition to online help, we offer several PDF guides to help you make the most of Agentforce Service (formerly Service Cloud).
Case Management
| Title | Audience |
|---|---|
| Core Cases | |
| Publisher and Quick Action Developer Guide | Developers |
| SLA Management | |
| The Admin’s Guide to Entitlement Management | Admins |
| Omni-Channel | |
| Omni-Channel for Administrators | Admins |
| Omni-Channel Supervisor | End users |
| Omni-Channel Developer Guide | Developers |
Console
| Title | Audience |
|---|---|
| Salesforce Console Developer Guide | Developers |
Channels
| Title | End Users |
|---|---|
| Voice & Call Centers | |
| Service Cloud Voice Performance Metrics Guide | Admins |
| Open CTI Developer Guide | Developers |
| Chat | |
| Chat for Administrators | Admins |
| Chat for Support Supervisors | End users |
| Chat for Support Agents | End users |
| Chat Developer Guide | Developers |
| Chat REST API Developer Guide | Developers |
| Embedded Service | |
| Embedded Chat | Admins |
| Service Cloud Snap-Ins for iOS | Developers |
| Service Cloud Snap-Ins for Android | Developers |
| Set Up SOS Video Chat and Screen-Sharing | Admins |
Knowledge
| Title | Audience |
|---|---|
| Lightning Knowledge Guide | Admins |
| Salesforce Knowledge Developer Guide | Developers |
More Features
| Title | Audience |
|---|---|
| Employee Management Solutions Implementation Guide | Admins |
Don't See the Guide You Need?
More PDFs of Service documentation are available for download on the Service landing page.
If you’re looking for the HTML version of our developer documentation, search for your feature in Salesforce Developer Documentation. Or head to Trailhead for detailed feature walkthroughs and hands-on training.
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