Service Cloud Features in the Recent Spring ’18 Release

Hello Salesforce Afficionados.

If you are preparing to take the Service Cloud Consultant Certification, you should always review recent release notes to familiarize yourself with new features.  To help you out, here are a few highlights for Service Cloud from the recent Spring ’18 release.

This release includes 49 changes specifically within Service Cloud.

Service Cloud Essentials is a new Salesforce edition offering for small businesses who aren’t ready to pay for the full Service Cloud license.  The release notes are pretty vague on what that specifically means.  I assume more details will be forthcoming.

Mass Quick Actions in the console let agents apply an action to multiple records directly from a list view.

Insert Knowledge Article Text directly into emails instead of having to open an article, copy-paste it into the email body.

Live Agent Users can Access Knowledge Articles in their Live Agent console while chatting with customers.

Quick Text has been added to Lightning Experience.  Previously, it was only available in the Classic user interface.

Macros have received an overhaul and have a bunch of new capabilities (email templates and attachments, quick text, new macro builder).  They also have been expanded beyond Service Cloud console to be usable all over Salesforce.

Email Messages are Searchable now using the global search.

Path is available on the Case object.  If you haven’t used it before, it creates chevrons to visualize the status changes of your case and allow for quick status changes.  You can also add help text and relevant fields to each stage of the case.  It started as a Sales feature and is now available for Service.

Omnichannel is getting some routing enhancements and a new setup wizard (BETA).

Proactive Chat Snap-In for your website tied to Live Agent and many other snap-in additions.

This is just scratching the surface of what has been added to the platform in this release.  But since this course is focused on Service Cloud, I think these are the features most likely to make their way into exam questions in the coming months.

Happy Studying!

Bobby and the Learn SFDC Team