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Salesforce Summer ’17 Release: Service Cloud is now on the Lightning Experience

James Keaney – Director and co-founder at Cludo

This weekend Salesforce will upgrade their platform to the Summer ’17 release. This release will bring the Service Console on to the Lightning Experience.  I have singled out some of the new Service Console release features that modernise the Service Cloud with the Lightning Experience.

Service Console:  The Service Console is now Generally Available in the Lightning Experience.  The console allows you to view multiple related records in one multi-tab interface.

Split View:  view a list view on the left of your screen to keep track of any list of records that you need to work on.  Manage your assigned Cases efficiently. 

Compact Case Feed:  The case feed is now easy on the eye in Lightning.  Get a quick look at the details in the feed and expand it out to view the full details.

Case Hovers:  View a Case’s details with just a hover, this includes the the latest updates from the feed.

Omni Channel for Lightning:  Omni Channel is now beta in Lightning.  Have your staff manage their availability and accept the Cases that need routing.

Keyboard Shortcuts: This was mentioned in my first post, but this will be a real boon for support staff looking to process Cases and records quickly.

Person Accounts: they are now supported in the Lightning Service Console.

Social Posts:  reply to social posts from the case feed.  This works for Twitter and Facebook posts.

Support Entitlements for Lightning: This feature is on the way to being fully supported in Lightning.  Some related lists from Classic do not yet work.  I would expect this in the next 1-2 releases.

Lightning Knowledge: The Knowledge feature is now Generally Available in Lightning. View and associate articles with Cases in the new interface.

Release Notes: https://releasenotes.docs.salesforce.com/en-us/summer17/release-notes/salesforce_release_notes.htm

Upgrade Times:

AP4: June 11th 3am EAST

AP1: June 11th 3am EAST

AP2: June 11th 4am EAST

AP5: June 11th 5am EAST

AP3: June 11th 5am EAST

AP0: June 11th 5am EAST

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