See how Service Cloud’s new features help your company deliver smarter, faster customer service with the Winter ’19 Release.
Business User
LiveMessage in Lightning Experience
Engage with customers on their preferred messaging channels — like SMS text and Facebook Messenger — now available in the Lightning Service Console.
Admin
Help Center Template
Extend the power of Service Cloud Knowledge and give customers the tools they need to help themselves with an out-of-the-box help center template. Give customers 24/7 access to support articles and FAQs to find the answers they need, instantly. Easily customise your help center in the Lightning Community Builder.
Business User
Dispatch Console for Contractors
Extend the scheduling and optimisation power of Field Service to your contractors and third-party workers with the Dispatcher Console for Contractors. Allow contractors to schedule their own service appointments with their own customisable console.
Business User
Guided Action History
Understand what’s happening in your service org. Know which actions were completed, started, or paused, by which agent and when, in order of execution. Give agents and managers the ability to go back to the parent record and see the history of actions launched from the Guided Action List.
Business User
Social Customer Service for YouTube
Take your social customer service to the next level with more customer visibility than ever before, right from within the Lightning Service Console. Agents can easily personalise customer conversations and close cases faster with at-a-glance details about a customer’s social persona, previous conversations and interactions on YouTube, sentiment, and even influencer status.
Business User
Trailhead Badging in Salesforce Essentials
Inspire your organisation to learn faster and better than ever before by integrating Trailhead into Salesforce Essentials. Now customers can set up their org and earn badges that will display in their Trailhead account.