Sonoma Partners Microsoft CRM and Salesforce Blog

Struck by Lightning: 5 Reasons We're Excited for New Winter '18 Service Features

Today's blog post was written by Sarah Parise, Consultant at Sonoma Partners.

At Sonoma Partners we're excited about new Salesforce releases, but we're super excited about the Winter ’18 enhancements for Service Cloud!

For organizations that have been holding off on moving to Lightning because of Service Cloud Lightning limitations, this is a big release.

Several key features, including Omni-Channel, Live Agent, and Milestones could mean its time to make the transition. Check out why we’re excited about each of these features in our top 5 Winter 18 Service Cloud enhancements!

5. Ability to Clone Cases in Lightning

Customers ask for this feature a lot, and it was previously not possible without custom code in Lightning. Now your agents can clone and create multiple cases for the same customer easier and faster than before.

4. Advanced Email Sending Options

Although you could send out Case Emails within the Lighting Console prior to the Winter ’18 release, there are new features that make the experience a whole lot easier:

  • Your Classic Email Templates are now available in Lightning, meaning you can continue to manage your already existing templates in Classic and push them out to your agents.
  • Agents can enter merge fields on the fly – no need to remember or click through Salesforce to remember a customer’s account, or other information. Now agents can use merge fields and have the system fill in the details for them.
  • You can preview emails with their merge fields before you send them out.
  • Additional editing options if your agents change their mind – remove files, revert emails to previous state, and more.
  • Create custom actions to send emails that automatically CC or BCC certain users or case contacts, such as a Financial Contact or a manager.
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Email Component in Lightning

 

3. Running Macros from the Macro Utility bar in Lighting

Macros help your service agents automate the repetitive tasks they do within Salesforce. For example, say your service agents get the same questions over and over again about a blinking light on their refridgerator. Normally an agent would  go  into a case, send an email, update the case topic, and then update the cases’s status to indicate that they’ve responded to the customer. They could do this over and over again each day. With a Macro, all they would have to do to complete these multiple items is click the “Blinking Fridge” Macro, and Salesforce would take care of each of those steps for the agent. Time instantly saved!

 

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Macro Utility (lower left corner) and upcoming Milestones (upper right corner) [click image to zoom]


2. Milestones and Entitlements in the Lightning Console Widget

For accounts that use or want to use Salesforce Entitlements and Milestones to track and enforce their Service Level Agreement, you can now display the Milestone Timers as a component on your Lightning pages and as feed items within the Lightning Console.

Show agents whether they are approaching a deadline for any case milestone, such as case responses, sending parts or information, or following up with a customer. Currently, the milestone component can only be added to Cases in the Lightning console, not work orders.

1. Omni-Channel and Live Agent within the Lightning Console

Transfer your existing Live Agent and Omni Channel Routings to the Lightning Console with just a few clicks. Just add the Omni-Channel widget to your and customize the Lightning page for Chat Sessions.

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Incoming Cases in the Omni-Channel Lightning Widget

 

Take advantage of the new larger Chat Window, and the ability to customize the chat component and related contact, previous chat, and case components within the Console. If you are using Live Agent but haven’t switched to routing your Live Agent Chats through Omni-Channel yet, you will need to do so as part of the Lighting Transition process.

With these new key service features available in Lightning now has never been a better time to think about making the switch. Reach out to us to find out more about how we can help you move your Service Setup to Lightning!

Topics: Salesforce