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