Therefore, you need more advanced ways to provide more effective customer service, and this is what Lightning App Builder enables. It appears as a single screen that lets you get a 360-degree view of your customer and where they are in the support process.Īs a small business owner or employee, Salesforce knows you are very busy wearing multiple hats and juggling many tasks at once.

This is where all of Salesforce service features come together.

The Case Feed you’ll see in your system is like a newsfeed and displays everything you and your team need to know about the status of a support case. They are “customer feedback or issues that need to be addressed”. Salesforce describes these “in a nutshell”. I don’t want to give everything away because I want you to be able to get the most from this module on your own, so I’ll provide a brief recap on what the terminology means so that you can determine whether or not this unit is one you want to tackle! I’ll give you a taste of what you can expect to learn, starting with the feature terminology, including: We’ve made it to the unit: “Learn About Macros, Service Console, and Case Feed”, under the module: “Service Cloud Essentials Features”. This week, we continue the trail: “Discover Service for Small Business with Service Cloud Essentials”. Welcome to the end of the last week of March, Trailblazers! Can you believe 3 months of 2019 have already passed?

Lightning app builder trailhead