Get Started with Service Cloud for Lightning Experience

Improve the productivity of your customer service team by moving your org to Lightning Experience.

• Learn how Salesforce helps you deliver faster, more personalized service.
• Use Setup Assistant to implement Service Cloud in a few clicks.
• Fix service disruptions and communicate resolutions quickly.
• Set up customer service for your business.
• Discover how agents use the Service console to close customer cases fast.
• Help your agents work faster and more efficiently in the Service Console.
• Simplify onboarding and guide your agents to resolve cases quickly and consistently.
• Use entitlements to ensure your customers receive top-notch service.
• Route work to the right agent for the job and get a complete view of your contact center.
• Use Lightning Knowledge to create a knowledge base for better customer service.
• Gather insights from customers or employees with surveys.
• Translate, automate, and evaluate your surveys with Salesforce Surveys.
• Make better business decisions based on customer service data.

• Customer Service with Salesforce: Quick Look
• Provide Great Service and Inspire Customer Loyalty
• Service Setup Assistant: Quick Look
• Set Up Your Contact Center
• Customer Service Incident Management: Quick Look
• Address Disruptions and Build Customer Trust
• Service Cloud for Lightning Experience
• Begin Your Customer Service Journey
• Administer Service Cloud
• Automate Case Management
• Create Digital Engagement on Multiple Channels
• Service Cloud Agent Experience
• Learn About Service Cloud for Agents
• Explore the Service Console
• Create and Manage Cases
• Service Cloud Agent Productivity
• Learn About Service Console Productivity Tools
• Set Up Service Console Productivity Tools
• Create Macros and Quick Text to Reduce Clicks
• Use All the Service Console Productivity Tools Together
• Salesforce Flow for Service
• Learn About Salesforce Flow for Service
• Learn About Process Automation Tools and RecordActions
• Set Up Salesforce Flow for Service
• Entitlement Management for Lightning Experience
• Get Started with Entitlements
• Set Up Milestones
• Use Entitlements in Customer Cases
• Use Entitlements with Work Orders
• Omni-Channel for Lightning Experience
• Get Started with Omni-Channel
• Understand Queue-Based Routing
• Understand Skills-Based Routing
• Start Routing with Omni-Channel
• Monitor Your Contact Center with Omni-Channel Supervisor
• Knowledge Basics for Lightning Experience
• Get Started with Lightning Knowledge
• Prepare Your Salesforce Knowledge Base
• Set Up a Simple Knowledge Base
• Survey Basics
• Prepare for Your First Survey
• Build Your Survey
• Add Logic to Your Survey
• Send Out and Track Your Survey
• Salesforce Surveys for Admins
• Translate Your Survey
• Begin and Close Cases with Survey Invitations
• Automate Your Survey Invitations
• Analyze Your Responses
• Service Metrics
• Get Started with Service Metrics
• Create a Service Metrics Strategy
• Analyze Your Service Data in Salesforce