Salesforce Service Cloud Tutorial: Configuration And Features

This Comprehensive Salesforce Service Cloud Tutorial will Explain All About Salesforce Service Cloud Including Its Configuration And Features:

Salesforce is a CRM (Customer Relationship Management) service that is used to connect customers and their information. Salesforce provides many services like Sales Cloud, Service Cloud, Marketing Cloud, Salesforce IoT, Community Cloud, Data Cloud, Analytics Cloud, App Cloud, etc.

This tutorial will explain one of the services i.e. Salesforce Service Cloud in detail. The service cloud helps customers and makes them happy. Customers can be reached out through email, phone, chat, etc. Customers can be reached out by these ways called ‘Channels’.

Salesforce Service Cloud

Features Of Service Cloud

  • The service cloud platform can be used for managing all the cases that are assigned to an agent. It helps to prioritize tasks.
  • The knowledge base is one of the vital features. The interactions of customers are organized into the knowledgebase. This provides better issue resolution.
  • Provides real-time chat service through Live Agent feature.
  • Social customer service provides service in the social media platform and does not ask customers to visit separate web pages to interact.
  • Customer services are also managed through Salesforce1 which is the mobile platform. Through Salesforce1, customer services can be managed from any device and any place.
  • Service cloud communities are one of the features that help customers to help each other.

Configuration Of Service Console

Go to Setup => Search as ‘Users’ => List of users will be displayed.

Manage Users

List of users is displayed => Click the ‘Edit’ link beside it.

Users list

Enable Service Cloud User checkbox and click the ‘Save’ button.

3 Service cloud user enabling

Then provide visibility to the Service Console. Setup => Create => Apps => Click ‘Edit’ next to Sample console.


sample console

Give the App Name and Label name.

Service app name

Select the tabs to be displayed in the Service console.

objects to be displayed

Assign permission to your profile by enabling Visible checkbox and click ‘Save’.

 Enabling visible to profile

Go to the App menu.

App menu

Select the Service App from the menu.

Service app selection

The service console opens.


Service console

The selected Tabs are displayed in the Service console.

selected tabs

Cases Management In Salesforce Service Cloud

Taking care of the customers to the most important task. The Case management functionality in Salesforce helps to achieve customer success. Case management deals with Customer service, Product support, Solving issues, etc.

Case management allows users to record, track and solve issues of customers across sales and support. Cases can be created either through an Email or from Webform or a case can be created manually by licensed internal support or service users who are logged into Salesforce.

The support or service representative can follow the below steps to ensure that the case is closed.

  • Ascertain who the customer is and analyze what support they must receive if it is applicable.
  • The case details must be recorded. Questions, Concerns, Comments, and Products that they use must also be recorded.
  • The best solution must be found, and the solution should be attached for future reference.
  • Respond to the customers either through email for the solutions for auto-generated cases, and solving through phone for phone resolution cases or send articles as follow up emails.
  • Make sure that the case contains all the details and then Close the Case.

How Are Cases Automated?

Cases can also be managed through an automated process.

Case automation includes the following:

  • Queues: Assigning cases to queues. Support team workload can be prioritized by assigning cases to specific agents to solve certain types of cases.
  • Assignment Rules: Cases will be assigned automatically to specific agents or queues and the right people will be able to work on cases that are related to them. Multiple assignment rules can be created and sorted. But only one will be active at a time.
  • Auto-Response Rules: Personalized emails will be sent automatically to the corresponding customers based on the details of each case. This helps to decide on which email template can be sent to the customers when cases are captured from emails, websites, self-service portal or customer portal.
  • Escalation Rules: When cases are not resolved within a certain time then it will be automatically escalated. We can also choose to notify the user automatically when the case is escalated or the user can be reassigned to another user or queue.
  • Macros: It will automatically complete repetitive tasks on cases so that the agents will be able to spend time on the most important things.

Case Creation In Service Cloud

Click on the Case tab and click the ‘New case’ button.

New case

Select the Case record type if any and click the ‘Continue’ button.

Select Case record type

Fields in the case will be displayed.

Case Fields will be displayed

Fill all the fields and click the ‘Save’ button. A case record gets created.

case detail

Here we can keep the Related lists of the Case on the left side. The layout of the case can be customized based on our needs.

 Related lists in case

Now let’s see the different ways of managing cases.

Example 1:

Consider that a Case was raised by a customer through the phone to resolve the issue in Laptop. The following details were entered manually by the support agent who logged into Salesforce.

case detail

The case record is saved and gets assigned to the Laptop Support Queue based on the Assignment Rule.

Example 2:

Let’s consider that a case raised by a customer through the phone is not handled by the support agent within a certain period (say as 1 hr or 30 mins). So, the case raised by that customer will get escalated to the Chief Sales Officer.

Here, the Case Escalation rule which is one of the case automation processes will be implemented. The case has been assigned to the person higher in the hierarchy.

Escalation rule

As this case was not handled by the agent, it is escalated to one of the CFOs.

Case Escalated to one of the CFOs

Solution related list can be added to the case page layout. Now Solution can be provided to the customer either by searching or through viewing for suggested solutions.

Suggested solution

Suggested solutions for the case can be viewed.

View suggested solution

Check here for exploring case management further.

How To Capture Cases From Web To Salesforce?

In general Web-to-Case forms can be used to gather customer requests directly from the organization website. 5000 cases can be generated through Web to Case forms.

Web to Case forms will allow customers to submit the cases directly to the support group online. Cases will get created directly in Salesforce.

At first, search as ‘Web’ in the Quick Find box. Select ‘Web to Case HTML Generator’. Web to Case HTML generator is used to capture case information from the company’s website.

Web to case HTML gen search

Select the fields that must be displayed in the form and enter the URL to which it must be returned. Then click on the ‘Generate’ button.

Select fields to be displayed

HTML code gets generated.

Generated HTML code

Copy this HTML code in notepad and save it in .html extension. Click ‘Finish’. Enable Web to Case settings and Save.

Enable Web to case settings

Got to the respective folder in which the HTML code was saved. Open the code in any browser. Web to case form gets displayed with the fields that were selected previously.

Web to case form

Enter the details and click Submit.

Web to case form details

Redirected to the URL (Salesforce login page) that we gave previously in case of capturing information.

Salesforce login page

The case created though the web is captured in Salesforce for support to handle. This case can be viewed in the service cloud by going to the Case tab and then select ‘My Cases’.

A list of the Cases will be displayed.

Case list

Select the case created with help of the Subject.

Case selection

Click on ‘Case Number’ and open the case.

Case Number

Omnichannel In Service Cloud

Omnichannel customer service allows customers to connect with their support staff seamlessly. It is like a widget and appears at the footer of the screen.

Omnichannel is a customizable feature and it can be configured without writing the code. It can be configured directly without writing the code. Omnichannel routes all the assignments to the corresponding agents.

Let’s see how the Omnichannel Solution works:

#1) Agents can receive the cases based on their availability so that the right cases can be received. This can be termed as ‘Presence’.

#2) Business can route the cases from multiple channels based on the following:

  • Whichever has the highest priority.
  • Oldest items can be displayed at first.
  • Availability of the agents.
  • The capacity of the agent.

#3) Supervisor or manager can track the data like the following:

  • What are all the open Cases?
  • Who is working on those Cases?
  • Which agent has more capacity to work?

How To Configure Omnichannel For Service Cloud?

To configure Omnichannel for the Service cloud, the following steps can be followed.

Go to Setup => Search as ‘Omni’ in quick find box => Click Omnichannel Settings.

Search for Omnichannel settings

Enable the Omnichannel checkbox and click Save.

Omnichannel Checkbox

Click the Service channel link.

Service channel

Click ‘New’ to create a Service channel.

New service channel

The custom control footer component is optional.

custom control footer

Search for Routing configuration in the quick find box.

Routing configuration

Now let’s do Route configuration.

New Routing configuration

Basic Information On Route Configuration

Routing Configuration Name: This is the name of the routing service. This name automatically becomes the developer’s name.

Developer Name: This sets the API name for the service channel.

Overflow Assignee: This sets the user or queue to which the Omnichannel routes items. A user or queue that has access to the objects can be selected. Routing configuration can be assigned with an overflow assignee to all the omnichannel queues.

  • Routing settings can be given.
  • Routing settings contains the following:
    • Routing priority determines in which order the work items must be routed to the agents.
    • The routing model determines how the incoming work items are directed to the agents.
  • Push Time Out sets the time limit for an agent to respond to the work item before it is pushed to another agent.

Units of Capacity in Work Item Size: It indicates the amount of an agent’s overall capacity that is consumed when the agent is assigned a work item from the queues.

Percentage of Capacity: It indicates the agent’s overall capacity that is consumed when the agent is assigned a work item from the queues.

Route configuration

Click Save.

Routing configuration saved

Search ‘Queue’ in the quick find box.

Search Queue

The queue is displayed.

Queue displayed

Edit the Queue and select Routing configuration.

Queue edit

Select the objects and members of the queue and click Save.

Objects and members of queue

Search for Presence status. Presence status is used to indicate if an agent is online to receive work from the channel.

New presence status

Give the selected channel and save.

Selected Channel

Status created.

Created presence status

Create another status to show if the agent is busy and Save it.

Not available status

Presence statuses - Not available

Presence configuration.

Presence configuration

Create a New Presence configuration.

New presence configuration

No available users.

No available users

Search users and click on it.

Search Users

A list of the users will be displayed. Select the logged-in user’s profile.

List of users displayed

Go to ‘Enabled Service Presence Status Access’ related list and click ‘Edit’.

Add the service presence status and Save.

Enable Service Presence Status Access

Service Presence status gets added.

Service presence status added

Go back to Presence Configuration and create a new one.

Go to Presence Configuration and create a new one

Add the user and profile. Click Save.

Presence config adding user

Presence config

Go to Apps and select the Service app that was created before.

Service Console edit

App service

Add Omnichannel

Make Omnichannel visible to System admin and Save.

Make omnichannel visible to admin

Now, Go to the Service Cloud by selecting Service App from the App menu. Omnichannel will be now visible in the footer.

Omnichannel enabled in service

Open omnichannel

Status in Omnichannel can be viewed.

Service statuses

New case accepted status

Search for Queue.

Go back to queue

Select the Queue which is previously mentioned in the Assignment rule.

Queue selection based on assignement rule

Edit the queue.

Edit the queue1

Edit the queue 2

Go back to the Service cloud and select a Case. Click the Change Owner link in the case.

Change the owner to Queue that is configured in Routing.

Change the owner to Queue

Change Case Owner

The work item is queued in Omnichannel. Routing configuration will decide the workload and auto-assignment of records to the queue members.

Work item in queue

Case owner Laptop support queue

Some Other Features of Salesforce Service cloud

  • Social Customer Service
  • Telephony Integration
  • Account and Contact Management.
  • Asset and Order Management.
  • Automation with Macros
  • Custom Reports and Dashboards.


This tutorial explained all about Salesforce Service Cloud along with its Configuration, Working & Features in detail.

Recommended reading =>> What is Salesforce Commerce Cloud

Happy Reading!!