Sonoma Partners Microsoft CRM and Salesforce Blog

Take Your Salesforce Service the Extra Mile with Entitlements and Milestones

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

Leveraging Salesforce cases and work orders is great, but are you looking for more insight into your how service agents are actually doing? Salesforce’s Native Milestone and Entitlement Processes can provide a clearer picture of how effective your service agents handle their work. With these insights, you can finetune your support processes, find bottlenecks that affect your customers, prioritize incoming requests, and provide better, quicker service for your customers. Win, win, win. So how does it work?

Milestone and Entitlements are a native feature of the Salesforce Service Cloud.

They allow you to create service processes for your customers in the form of Entitlements made up of multiple Milestones. Entitlements denote what service process a customer is entitled to based on attributes such as what Tier of Account they are, what type of products they’ve purchased, or if they have any additional support contracts. Milestones represent steps in each Entitlement process, such as responding to a client email, ordering a new part, or having a field agent complete an appointment with a customer. On each milestone you can denote an amount of time each step should take.

Each case or work order is then associated with an entitlement, and you can then track progress toward each of the entitlements milestones, and whether or not your agents are in violation or approaching violation on a step in your service process.

A violation has occurred on an Initial Customer Response milestone.

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You, in turn, can report on milestone and violation metrics through native Salesforce reporting functionality, like in the example below.

Example of Milestone and Entitlement Reporting

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Violation notifications work hand-in-hand with the Milestones Console widget. Agents can leverage the this widget to see, in real-time, whether they are currently in violation of a required step for their cases or work orders. The Violation status on the widget shows if your users are reaching an upcoming milestone, have passed and violated a milestone, or are in good standing. Additionally, you can automate email alerts, tasks, field updates and outbound messages when milestones change in status to help agents prioritize and stay on top of their work loads.  

The Milestone Tracker on a Case Record

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Typically, Salesforce milestones tracking is related to certain Service Level Agreements associated with your Accounts, Contacts, and their associated orders. This is to allow you the flexibility to specify what type of support your customers receive and enforce different milestones, such as email response time account status or the Service Agreements that they have purchased.

However, how do you handle it if you don’t have different Service Level Agreements for different Accounts or Products? Recently, a customer came to us with this very question. Out of the box Salesforce Milestone tracking requires you to manually add different Entitlements or Service Level Agreements to your Account and Orders, but we needed a solution that was more automated, and provided the ability to track milestones against items in the system that weren’t cases or work orders.

To handle the need for one entitlement process for all customers, regardless of product or account type, we created a custom code that auto created the create Entitlements for each Account and Contact in system. This trigger also automatically associated that entitlement to all incoming cases, removing manual steps for both their sales and service teams!

For more information about how to set up entitlement and milestone tracking for objects not natively supported by Entitlements and Milestones look out for the second part of this blog post coming soon!

Topics: Salesforce

Winter '18: Top 5 New Reasons to Switch to the Lightning Experience

Today's blog post was written by Caitlin Pfeiffer, Prinicpal Consultant at Sonoma Partners.

The Winter '18 Release Notes have been published and preview sandboxes have been upgraded, signaling that the next Salesforce release is around the corner. With most Winter releases, there is a lot of new functionality included in this release, but what I’d like to focus this blog post on is the latest changes you can expect with the Lightning Experience.

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If you are still using Salesforce Classic, the Winter '18 release gives you a bunch of reasons to get ready to switch.

Here are just my top 5...

5. Embed Dashboards on the Home Tab and in Lightning Apps

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What is it? You will now have a native out of the box “Dashboard” lightning component that can be added to a Lightning Home Page or App.

Why it’s cool? Before this feature, you could only add single reports to the Home Page and display the chart included in that report. This meant that you were unable to use some of the chart components that are only available on a Dashboard (like metrics and gauges). Plus, if you already included your key metrics in a dashboard, you would need to update both the Home Page and the Dashboard if you wanted to change or add a metric. Now, you simply can update the Dashboard, and it will automatically update the Home Page as well.

Classic vs. Lightning Comparison

  • Classic
    • Con: Homepage dashboard component only displays top 3 charts from a dashboard
  • Lightning Experience
    • Pro: Embed a full dashboard or a link to a dashboard directly on the homepage

4. Expand Your Reps' Email Reach with List Email

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What is it? Mass emailing has come to the Lighting Experience.

Why it’s cool? Mass Emailing in Classic always felt “hidden” away on the Contact / Lead landing page. The new List Email functionality is integrated into your Contact, Lead and Person Account list views and seems to be more user friendly and flexible than Classic Mass Emailing.

Classic vs. Lightning Comparison

  • Classic
    • Con: Preview email template with placeholders for merge fields
    • Con: Users can only select from one of the predefined email templates
    • Pro: Allows mass emails to be scheduled
  • Lightning Experience
    • Pro: Preview your email with merge fields populated for the contacts you are emailing
    • Pro: Allows users to send a customized email and add their own merge fields without needing to create a saved email template
    • Con: List emails can only be sent immediately

3. Prompt User to Add Products to Opportunities

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What is it? When this feature is enabled, users are prompted to add Products to an Opportunity as soon as they create a new Opportunity.

Why is it cool? This is a common requirement that I’ve heard from several of my clients. Previously, this was something we’d have to do using custom code, but it’s now as simple as checking a checkbox in the setup menu.

Classic vs. Lightning Comparison

  • Classic
    • Con: Not available without custom development
  • Lightning Experience
    • Pro: Turn on with a check of the checkbox and get reps to enter their product information more consistently and easier.

2. Edit More Records at once with Mass Inline Editing

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What is it? Finally! You can mass inline edit in list views.

Why is it cool? I know this seems like a small thing, but this is a productivity feature available in Classic that a lot of users love because of how much time it saved them.

Classic vs. Lightning Comparison

  • Classic
    • Pro: Can mass inline edit up to 200 records from list views
  • Lightning Experience
    • Pro: Ditto

1. Add Tables with Up to 10 Columns to Dashboards

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What is it? You can now add Tables to Lightning Dashboards. This feature is currently available in Beta, but it’s something that your system admin can enable without creating a support ticket with Salesforce.

Why is it cool? While you could add tables to Dashboards in Lightning before, this adds some cool features that go above and beyond what’s available in Classic.

Classic vs. Lightning Comparison

  • Classic
    • Con: Can only have 4 columns
    • Con: Limited to which fields can be included in the table based on the fields that are included on the chart of the underlying report
    • Pro: GA with full set of features available
  • Lightning Experience
    • Pro: Can have up to 10 columns
    • Pro: You can include ANY of the fields available in a source report's report tyle. No more fighting with the source report so that you can pull in the fields you want to display on a Dashboard.
    • Con: Currently only in Beta and doesn’t support: Chatter photos, conditional highlighting, and dashboard filters aren’t applied to Lightning tables.

If you’d like to learn more, here are a few references I’d recommend:

Think that you might be ready to make the switch from Classic to Lightning?  Sonoma Partners has already helped several of our clients with this transition. We can help you navigate how to take full advantage of the Lightning Experience (contact us).

Topics: Salesforce

Lead Conversion Changes with Salesforce Lightning

Today's blog post was written by Rachel Sullivan, Principal Consultant at Sonoma Partners.

We recently came across an update in Lightning that makes the lead conversion process more flexible, but can also add a bit of confusion if not understood ahead of time. In this blog post, I’m going to show you what changed so you’re aware when you’re converting leads.

In Salesforce Classic

When you convert a lead for an owner who is different than the logged in user, the owner of the newly created Contact, Account, and Opportunity records defaults to the owner of the lead.

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The lead owner (in this case Aaron Robinson) owns all of the records you created, including Account, Opportunity, and Contact.

In Salesforce Lightning

With the update, a new dialog box appears when you convert a Lead. The box allows you to select an existing Account or create a new one.

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If the person logged in and qualifying the lead is not the owner of the lead, and they created a new Account, they are now the owner (not the owner of the lead). This cannot be changed within this dialog box. The user must save first and then go back into the account later to change the owner.

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Hopefully with this heads-up, you’ll be able to navigate this update with ease. If you get stuck or have any further questions, as always, let us know!

Topics: Salesforce

Easy as A-B-C: Capstone Publishing Automates Business Processes with Salesforce

Today's blog post was written by Kayla Silverstein, Marketing Specialist at Sonoma Partners.

Capstone deployed Salesforce to keep up with the increased demand of their digital products and support their overall success.

Who is Capstone?

Capstone publishes children’s books and digital solutions for libraries, classrooms, and consumers. Capstone’s content comes in a variety of print and digital formats, including board books, picture books, audiobooks, and more.

Capstone has grown rapidly in recent years with the increased demand for their digital products. As a result, Capstone wants to modernize their systems’ infrastructure to better serve their consumers. Capstone aims to improve their sales, marketing, and service strategies as a part of this effort. When Sonoma Partners got involved with Capstone, they only had Salesforce deployed to portions of the U.S. digital sales business.

Capstone_infographic_blog_img_500

Capstone struggled under multiple manual processes, like annual data collection projects to update student/family/teacher information and sales forecasting. They would circulate Excel spreadsheets and Word docs to consolidate prospective client information to no end. None of this trackable, Capstone desired a better way to manage their operations. Ultimately, Capstone found accurate, cleansed data via MDR, an industry data source to act on prospective client information. For all their markets, they outlined sales cycles and a lexicon to maintain consistency across the organization. Furthermore, a complete Pardot implementation and training for marketing teams allows Capstone to set up landing pages, implement tracking across their websites, and completely automate email drip campaigns. With Salesforce, Capstone overall operates more cohesively as an organization and better serves their customers.

The Challenge:

  • To serve all sales markets at Capstone with a single, unified CRM platform and obtain highly effective utilization of the system across all sales teams.
  • Gather meaningful prospective client and transactional information for use in accurate and comprehensive measurement of overall Sales productivity.

The Solution:

  • A two-year CRM roadmap to deploy Salesforce for all sales, marketing, and service teams and unify CRM across the organization.
  • A sandbox environment for Capstone to imagine future development needs.

The Result:

  • Implemented Salesforce subscription functionality, allowing for better user experience, more robust reporting, and an increase in the consistency and accuracy of capturing and tracking subscription information of their customers.
  • Automated the annual data collection process for the Capstone service team. Before, this was largely manual, reaching out to individual families and teachers to update their customer records. Salesforce provides automatic notifications to customers and employees to help keep data clean year after year.
  • Implemented forecasting in Salesforce to provide greater insight for the sales team.
Topics: CRM Best Practices Salesforce

Living Large with Salesforce CPQ Summer '17

Today's blog post was written by Troy Oliveira, Principal Architect at Sonoma Partners.

Salesforce CPQ released their Summer ’17 upgrade this month.

Did you hear about it? My guess is probably not. It appears that the Summer ’17 release came without pomp and circumstance, which I think is a real shame.

For those of you who want to dive directly into release notes, you’ll have to look in a couple places because Summer ’17 is actually a combination of both Spring ’17 and Summer ’17. Confusing, I know. But for those of you paying attention, you may have noticed that there never was a Spring ’17 release, just a series of updated releases of Winter ’17.

The big-ticket item for Summer ’17 is Quote Self-Service for Partner Portals. While this is a huge step towards making CPQ less about the Salesperson and more about the end-user, it is starting to feel a bit too eCommerce-y to me. Hopefully this doesn’t start to blur the lines between Salesforce CPQ and Commerce Cloud in the future. Or maybe it’s the first step towards a perfect marriage, who am I to judge?

For me, the big-ticket features are listed in the Spring ’17 release notes. The list is comprehensive, ranging from theming options to advanced order management. If either of those functionalities are important to you, look at the release notes for more information on what they do and how to enable them.

What I’m most interested in is what this release means for customers who have large quotes.

Aptly named, Salesforce CPQ Large Quote Experience introduces a whole new way to bring your quotes into existence. To see the power of large quotes in action, let me paint a picture.

As a Sales Rep, I am consistently creating quotes that have several hundred consumer-oriented products. To provide a quality quote for my customer, I need to have several points of reference data about my products in-line so that I don’t have to keep flipping back and forth between my product catalog and CPQ.

Without the Large Quote Experience, I have an endless number of lines that scrolls both vertically and horizontally.

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Troyo 2_750

This isn’t the end of the world as I’m used to being browser-based for my Salesforce needs.

However, I noticed a couple things.

  • Once I have more than a few lines on the quote, the Summaries are no longer visible and they are pushed “below the fold”.
  • When I scroll down to view my items lower in the list, I no longer have the headers and am easily confused by which column I am trying to update.

Troyo 3_750

Enter the Large Quote Experience. My System Administrator can update the CPQ Package Settings and “Enable Large Quote Experience."

Troyo 4_750

Once enabled, the issues of not being able to see my Summaries and losing my column headings are a thing of the past. Now I can scroll through my quote lines and have visibility into the overall context of my Quote. No more accidentally updating the wrong field because I don’t know what I’m looking at.

Troyo 5_750

You may have noticed that the space my quote header and footer have added to my screen has limited the number of visible lines. Don’t worry, Salesforce CPQ also took this into consideration. Notice the button in the top-right corner of the header. This button puts CPQ into Full Screen mode, getting rid of the unnecessary junk that stands between me and my quote.

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Exciting if I do say so myself. But wait, there’s more.

Not only did the Large Experience update bring the ability to keep better track of quote lines, but it also introduced Quote Line Editor Drawers. With Drawers, I can reduce the clutter of all the columns that I am using purely for reference sake, allowing me to put them into a “drawer” whenever I don’t need to see them, and open the drawer whenever I do. This keeps my quote editing more focused on the end price and less focused on scrolling.

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Only you can figure out the right balance of which fields to put in the editor versus which fields you hide away in the drawer, but for me, this adds a whole new dimension to being able to quote efficiently.

This just scratches the surface of what the Summer ’17 release of Salesforce CPQ has done. Look through the release notes in the links below for more details.

Release notes:

New to Salesforce CPQ? Needing some help? Contact us, and we’ll give you a helping hand.

Topics: Salesforce

Lightning Locker Service and You: Working with SecureDOM

Today's blog post was written by Nathen Drees, Senior Data Integration Developer at Sonoma Partners.

One of Salesforce’s recent major releases is the force enablement of the Lightning LockerService. While Salesforce has done their best to give plenty of warning about the LockerService being force enabled, we still see some of our partners and developers confused about what exactly it is, and if it affects them.

Today we wanted to review what the LockerService is, provide context for when it will affect you, and some recommendations on working within it.

What is the Lightning LockerService?

When Salesforce released the Lightning Experience, it had a vision for the AppExchange: developers could write lots of tiny components, and administrators could install them in their org, promoting code reuse and reducing the need to hire for custom development. It was a win-win proposition for both parties – developers have more chances to sell their individual widgets, while administrators have more options to choose from. But this vision comes with a problem: for this exchange to work, Salesforce needs to guarantee that the various components installed by administrators stay safe from one another, to prevent (accidental or otherwise) runaway scripts from causing too much damage. Unfortunately, browsers don’t natively provide a way for multiple scripts within a page to be sandboxed from one another – everyone has access to (more-or-less) everything on the page.

SFDC_Lightning_Locker_service_blog

Enter Lightning LockerService

This is where the Lightning LockerService comes in to play. It provides each lightning component a “locker” that is must fit within, stricter guidelines on what it’s allowed to do, and how it can communicate with other components.

Here’s a comprehensive introduction to the technical aspects of the LockerService on the Salesforce blog, but the key idea to understand is that components are not able to access anything on the page at any time. If components wish to communicate, they  need to coordinate in some agreed upon manner (such as application events).

Does the Lightning LockerService Affect Me?

If you write Lightning Components, the Lightning LockerService affects you.

Going forward (API version 40+), you will need to ensure that your components adhere to the LockerService’s rules or you may find that they no longer function as expected. However, adhering to the LockerService’s rules isn’t as difficult as it may seem.

Working Within the Lightning LockerService

If you are sticking to the native APIs provided by Lightning Components, enabling the LockerService doesn’t change much for you during development. The main area it impacts is when you try to navigate out of your current component into another – this may no longer work as expected, specifically if those other components are not in the same namespace as yours.

In an attempt to help developers ensure that they’re staying within the guidelines (and also pass a security review), Salesforce released the Salesforce Lightning CLI, which lints the components for known errors and mistakes. Using this tool liberally will help to avoid the common cross-component scripting mistakes that may break your components going forward.

If you do need to work across components, you need to start designing and writing events to let the components communicate amongst themselves. Depending on the structure of the components, you’ll want to consider either an application event or a component event.

Wrapping Up

There are of course many more tricks for making sure your components continue to work with the LockerService, most of them being not very difficult to implement. If you would like help reviewing and/or correcting your components, or are looking to launch your product on the platform but could use the help of experienced developers, contact us and we can help.

Topics: ISV for CRM Salesforce

New Salesforce Lightning Requirements for ISV's

Unless you've been living under a rock, you know that Salesforce launched a new user interface and design system called Lightning at Dreamforce 2015. As an ISV, you might be thinking "yeah I know we need to eventually update our app to Lightning, but we can wait a little longer before taking action". Well Salesforce recently shared some new information about Lightning adoption and NEW ISV requirements that should make you rethink (and accelerate) your Lightning timeline!

Lightning Adoption

Salesforce conducted more 50,000+ org Lightning readiness assessments so far, and customers appear to be accelerating their use of Lightning. 

SalesforceLightningAdoption

 

New Lightning Requirements for ISV's

Salesforce took advantage of customer momentum behind Lightning to put NEW requirements on ISV's in the Salesforce ecosystem:

  • All new apps that enter into an agreement on or after March 1, 2017 must be Lightning Ready. Lightning Readiness will be a prerequisite for entering the Security Review process.

  • Salesforce stated a goal to make all existing apps Lightning Ready by February 2018You don't want your ISV app to block your customers from switching to Lightning...Salesforce would NOT like that.

  • Starting in the Summer '17 release, Salesforce admins will be able to (with a new user permission) block users from manually switching back to the Salesforce Classic interface.

So if your app isn't already Lightning ready...now is the time to start taking action to update your app! What does it mean for your app to be Lightning Ready? Salesforce makes the requirements simple to understand - 100% of your end-user use cases must work as expected in Lightning Experience. For example, for a document generation solution the app must work for all users who need to generate documents. To help ease your transition efforts, administrator use cases (such as app setup and configuration) do NOT need to run in Lightning Experience to be considered Lightning Ready...although Salesforce strongly recommends that they do so.

If you're an ISV that's been putting off your Lightning readiness, now is the time for you to take action. As a Salesforce PDO (Product Development Outsourcer), Sonoma Partners can help you get your app Lightning ready as quickly as possible...and our ISV best practices will make sure that you save time and money getting to market. Please contact us to setup a time to talk about getting your app Lightning ready!

 

 

Topics: Salesforce

Dreamforce 2017 Security Review Deadline for ISV Apps

Dreamforce_15_cloud_logotype_RGBEveryone knows that Dreamforce reigns as THE most important cloud computing event of the year, and Dreamforce 2017 will take place November 6 to 9 in San Francisco. As an ISV in the Salesforce ecosystem, Dreamforce obviously marks a key milestone event for your business...anyone who is anyone in the Salesforce world invests a ton of time, energy and money into the event.

When we speak with ISV's about Dreamforce, they frequently express a desire to make sure that their latest and greatest app goes live in the AppExchange before Dreamforce starts. With thousands of ISV's all rushing to go live for Dreamforce, this demand creates a significant backlog in the Salesforce security review process...which requires manual/human intervention.

With this ISV crush coming, Salesforce publishes key dates and guidelines for ISV's who want to have their app live by Dreamforce 2017:

  • Submitting an app by the deadline (before August 25, 2017) means a partner will receive one test by Dreamforce. Retests before Dreamforce are not guaranteed. It is a best practice to submit your complete offering as early as possible to ensure that there is time for any unexpected delays like a failure.

  • Offerings in the queue must have everything in place, including a complete set of fully configured test environments, clean security reports, and other required documentation and collateral. Offerings in the queue with incomplete test collateral submitted after the published deadline are not guaranteed a Security Review before Dreamforce.

  • Offerings should not be submitted before they are complete. Unfinished offerings will be rejected.

Salesforce_appexchangeAssuming you must have a totally 100% complete solution completed before August 25th to hit the Dreamforce deadline, that means ISV's have about three months from today to build out their solution. Whether you're upgrading your app to be Lightning Ready, or if you're building a brand new app...three months isn't a lot of time to hit the Dreamforce security review deadline

Most ISV's find that working with a Salesforce PDO (Product Development Outsourcer) like Sonoma Partners helps:

  • Drastically reduce the product development timeline by leveraging our best practices and pre-built IP
  • Significantly increases the chance your app will pass the Salesforce security review on your first submission

So if you're an ISV already in the Salesforce ecosystem (or considering joining the ecosystem), please contact us and we can help make sure that your app is live and ready in the Salesforce AppExchange when Dreamforce hits this November!

 

 

Topics: Salesforce

A Lesson for all Manufacturers: Ace Hardware Gets Better Operational Insight with Salesforce

Ace Hardware implemented SAP CRM back in 2011. The deployment was unsuccessful from the start due to the product’s inflexibility and inability to meet specific business needs. For example, SAP didn’t allow for customized workflows for District Managers and the Business Development team to document investor relationships. Ace Hardware invested in a custom Salesforce deployment to provide their employees with a more effective tool to manage store operations and productivity.

Who is Ace Hardware?

Ace Hardware is a national hardware store chain with over 4,000 locations. Their headquarters is in Oak Brook, Illinois.

ACE infographic may 2017

Driving Initiatives

One objective of the CRM project focused on assisting Ace Hardware’s District Managers. For District Managers, one of their primary responsibilities is to implement new initiatives in their stores to drive increased revenue. These initiatives could be, for example, driving the sale of more paint or creating new product displays. With SAP, Ace Hardware was unable to see how these store operations were carried out and what their success – or lack thereof – looked like. Too often managers would agree to move forward and forget to follow-up with corporate management after the concept was “sold.” Ace Hardware needed a solution that would better track and monitor individual store activities to further enable their managers and support continued growth for their company.

Stronger Operations

With Salesforce, Ace Hardware could automate this campaign process. You can call that a huge win. With CRM, District Managers are prompted to follow-up and guide a store through the implementation of the initiative. This automation also provides better insight into the effectiveness of these campaigns. Every year, there are several corporate campaigns that they want implemented in all stores. Salesforce allows Ace Hardware to easily push a single opportunity to every user in the field.

Lead Management Automation

Salesforce completely automates Ace Hardware’s lead management process. From the moment an interested investor reaches out to open a new store, CRM prompts Ace Hardware’s Business Development team to complete the multiple transactions to go through this process. First, an initial inquiry reaches the team. Once Business Development qualifies the lead, Salesforce automatically generates the Contact record for the lead. Workflows initiate background checks, qualifies the funds available to invest in the store, and so on. Salesforce automation speeds up these transactions and encourages further investment opportunities for Ace Hardware.

Data and Even More Data

Custom-built store visit reports in Salesforce allow district managers to track various data points each time they visit a store, such as “are employees all wearing uniforms, “do they have the craftsman display set up correctly,” etc. This is a checklist that is also accessible through Salesforce1 for easy on-the-go reporting.

Dashboards are a Manager’s Best Friend

Salesforce provides custom dashboards and reports for easy tracking and stronger store management. These reports track things like top stores year-to-date, bottom 10 stores, wholesale sales metrics reports, and more. These critical numbers allow corporate management to make key departmental decisions with informed, easy-to-read reports.

Looking to take your company’s operations to the next level with a custom Salesforce deployment? Let us know.

Topics: CRM for Manufacturing Salesforce

Service Console in Lightning Experience

Today's blog post was written by Caitlin Pfeiffer, Principal Consultant at Sonoma Partners.

In Spring '17, Salesforce added the Service Console to the Lightning Experience. While the new Lightning Service Console is still in Beta, it's an exciting glimpse into what is to come, with a GA release anticipated for Summer '17.

The new Lightning Experience Console looks to keep the best of the existing Service Console available in Classic, including:

Workspace

The console navigation in the Lightning Experience is very similar to Classic. Clickable records open as separate tabs in the Console to increase productivity and allow Service Reps to multi-task, managing multiple interactions within the same session. Also, similar to Classic, records related to each other open up as sub-tabs, allowing you to see them within the context of the record that you originally are viewing.

Place Saver

Similar to Classic, the Service Console in the Lightning Experience will also save your place from when you were last logged into the system, so your customer service team can pick up right where they left off the next time they log into the Service Console.

Lightning Utility Bar

Classic Console Components will be replaced with the Lightning Utility Bar in the Lightning Experience. NOTE: Not all of the out-of-the-box Console Components are available in the Lightning Experience as of the Spring '17 release, but I imagine that these will continue to be added to the Lightning Utility Bar in future releases.

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Pfeiffer console 2

While the new Service Console in Lightning Experience is very familiar, all of the new features available in the Lightning Experience are now available in your Service Console, namely:

Lightning Page Layouts

You now can take advantage of the extremely flexible Lightning Page Layouts. This includes the out-of-the-box Lightning Components that Salesforce provides, but also any custom Lightning Component that you build or install from the AppExchange.

Pfeiffer console 3

Kanban List Views

Service Cloud users are a now going to be able to take advantage of the Kanban list views to easily manage and view their cases and work orders in a more visual summary. Users can select which field they want to use within the Kanban view to group their records. 

Pfeiffer console 4

Enhanced Notes

Another cool feature that I can see being helpful for the busy, multi-tasking service rep is the new enhanced Note functionality that allows reps to easily jot down a note without having to stop what they are doing. Notes will be available from the Lightning Utility Bar and will overlay whatever record they are working on. Users can keep these notes open while they work and expand/minimize them as they continue to work.

Pfeiffer console 5

Before rolling out the new Service Console in the Lightning Experience, keep in mind that:

  • This feature is currently only available in Beta, which means that there may still be a few known issues or missing features. Salesforce anticipates that the Lightning Service Console will be generally available in Summer '17, but may still be missing some of the features that are only available in Classic, such as Case Teams, Live Agent, and Service Contracts/Entitlements. 
  • Similar to the core Lightning Experience, Salesforce will continue to add more and more features to the Service Console in LEX with each release. If you are interested in using it, I would recommend that you keep an eye out for the release notes for each release to watch of key features critical for your service team.
  • Also similar to the core Lightning Experience, this is something that you can roll out gradually, to specific users and teams. Users are also able to switch back and forth between the Service Console in Lightning and Classic.

Have additional questions about the Salesforce Service Cloud, Sonoma can help, please contact us.

Topics: Salesforce