Ice cream trucks, vacations, pool time, longer days, along with SALESFORCE’S SUMMER RELEASE are among some of the reasons why I love summer! As Salesforce gears up for its Summer ’19 release in a couple of weeks, here are the top three Service Cloud features that you don’t want to miss!
Before we start, first thing first, there are several features and products that got renamed. Reference the list below on new feature and product names so you don’t get confused with the terminology!
- Bye bye LiveMessage, hello Messaging
- Bye bye Live Agent, hello Chat
- Bye bye Snap-Ins, hello Embedded Services
- Bye bye Guided Action List, hello Actions & Recommendations
And now, here are your top three Service Cloud features. Drum roll please…
3rd Place: Files attached to Email Messages now show up in the Case’s Files Related List!
Previously, these email attachments showed up in the “Attachments” Related List along with other content, making it challenging to quickly identify them. Now, you can transition completely from “Attachments” Related List to “Files” Related List. You’ll see the “Source” column on the related list that indicates the source of the file. Please note that you could see the same file multiple times in the “Files” Related List if they come from several sources. (Learn more here)
2nd Place: Attribute-Based Routing!
Skill-based routing used to require code, which caused lots of headache if you and code don’t have the best relationship. In Summer ’19, you can declaratively set up skill-based routing using the new Attribute-Based Routing feature. This works on Case, Contact Request, Lead, Order, Social Post, and custom objects. For example, for case routing, you can route cases with specified values of Case Reason and Case Type to certain skills and skill levels, all without code. (Learn more here)
The Award for Most Valuable Service Cloud feature goes to… CASE MERGING!
Say what? You heard it right, you can now merge duplicate cases! This works similarly to contact merging. You pick a master record, choose the preferred field values, and click “Merge”. You can initiate the merge process from either a case list view or a case record. (Learn more here)