Set Up Service Basics

Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing.

• Assisted Setup for Service Cloud
  Service Cloud offers several tools to help you get set up fast. Find out which option is right for your business.
• Configure General Support Settings for Service Cloud
  Set up business hours and support holidays in Salesforce, and update case management settings to streamline your customer support processes.
• Provide Self-Service in an Experience Cloud Site
  Create an Experience Cloud site where customers can browse articles, collaborate with each other, and if needed, request a follow-up from your support team.
• Provide Self-Service in a Help Center
  Publish a help center of knowledge articles that your customers can browse for answers. For complicated issues, they can use a web form to submit a case.
• Create a Knowledge Base with Salesforce Knowledge
  Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared.
• Route Work with Omni-Channel
  Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your support reps’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which reps can work on different types of assignments. For example, create one group of reps to respond to leads and sales inquiries, and another group that helps customers with support questions.
• Automate Case Processing with Rules
  Automation keeps things running smoothly. Set up rules to help you prioritize, distribute, assign, respond to, and escalate records.
• Customize the Service Console
  The Service Console app provides support reps a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view.
• Set Up and Manage Cases in Service Cloud
  The backbone of Service Cloud, cases are highly customizable records that service reps and supervisors use to track and resolve customer issues.