How Long Does It Take To Configure Salesforce Service Cloud

Learning Objectives

Later on completing this unit, you'll be able to:

Summarize the key benefits of Service Setup.
Discover the Service Setup page.
Describe the setup procedure for Service Cloud.

Set up Service Cloud

Salesforce administration is a small function of Maria's job. In between random IT tasks for all of Ursa Major Solar's employees, she helps out the sales team with their basic Salesforce needs. Merely Maria's non familiar with Service Deject. And considering in that location'southward not much budget for formal preparation, she's worried that it'll be hard to gear up up.

Service Setup is where you lot connect your customers to your service center. Think of it as a dashboard for all things service. Whether you need to turn emails into cases, integrate with Twitter and Facebook, enable a knowledge base, or create a self-service assist middle, y'all do it all in Service Setup.

Once you've configured channels for your customers, you can go to the Service Setup home page to come across metrics about how your channels are doing, clarify service heart spikes, and view upwards-to-the-infinitesimal caseload stats.

Let's bank check out Service Setup.

The Lighting Service Setup page with callouts to key benefits listed below.

Benefit	Description
(1) Guided setup flows	Follow a few simple prompts and your email and social channels are upwards and running, ready to turn customer bug into cases.
(2) Service metrics	Glance at a dashboard to monitor your service performance and check on the health of your team and overall customer satisfaction.
(3) Recommended setup	Discover simple steps to set key features, learn more about Service Cloud, and get plugged into the Salesforce community.
(4) Setup tree	Explore branches of the setup tree and bank check out all the features at your disposal. Not all Service Cloud–related setup nodes are exposed in the Service Setup tree—only the essentials—so click around to get to where you want to go.

Annotation: If yous're using Salesforce Archetype, proceed in mind that whatsoever changes you lot make in Service Setup affect Salesforce Classic, and vice versa.

Maria likes what she sees, but she wants to know how exactly to go to Service Setup.

How to Get to Service Setup

Getting to Lightning Service Setup is super simple. Just click the setup gear icon and select Service Setup.

Next thing yous know, you're in that location.

Service Setup Home displaying.

If you want to get beyond what'south in Service Setup, and do things like modify the advent of the console or add your company's brand to it, that's elementary likewise. But information technology requires a few more clicks.

To dig deeper into your service app's details, click the setup gear icon and select Service Setup. Enter App Manager in the Quick Observe box, and click App Director.

The App Manager selected in the All Setup page.

Click the arrow drop-down next to your Service Console (Lightning Service) app, and click Edit.

The Lightning Service app selected from the App Manager page in Setup.

You're now on the App Settings page. Hither, you can do things like modify the app's colors and upload a branded prototype. You can also admission other setup features at the left of the screen. From hither, you can practice things such as add or remove productivity tools from the utility bar. When you're finished, click Save.

The Edit App page in Setup with app options highlighted at the top.

That's information technology. But Maria wants more than a tour. Like any good admin, she wants a meliorate understanding of the whole setup process before she recommends Service Cloud to the CEO and COO of Ursa Major Solar.

General Service Deject Setup Procedure

Information technology doesn't matter if your org services sundaes or solar panels. The general setup process for Service Deject is the same. Here's a high-level view of the process:

Automate case direction—Get-go, route customer questions, comments, and feedback to the correct people and places with equally piddling work every bit possible. Analyze service metrics to spot trends and make ameliorate choices most service.
Add multiple channels—One time your instance management arrangement is in place, engage with customers on their favorite advice tools, such as phones, emails, websites, social media, and more. Sync all your channels to a console so that your team tin can respond to customers anywhere.
Capture cognition—Equally customer engagement provides your team with insights, store all useful information in an easy-to-search noesis base so helpful articles are just a click away for back up agents or customers.
Expand efficiencies with AI—Finally, include artificial intelligence and bots to streamline more tasks and predict service earlier information technology'south needed.

Retrieve of the setup process equally circles of service expansion. Case management is the core. Then aggrandize the cadre with channels, knowledge, AI and bots.

A graphic of the Service Cloud setup process in four concentric circles.

Based on what Maria has seen of Service Setup, she understands that she can expand and customize service from i unproblematic location. Past relying on Salesforce documentation, Trailhead, and the Success Community, she's confident that she can set upward Service Cloud for Ursa Major Solar. Maria gives a thumbs up to Sita and Roberto.

Beginning with this module, we watch Ursa Major Solar move through the circles of service expansion. We watch them learn about service, ask questions, evaluate their options, and prepare Service Cloud to match their business needs. By joining Ursa Major Solar on their customer service journey, you tin better empathise yours.

In the adjacent unit, we'll start with example direction.