Summary

Service Cloud is an incredibly powerful tool to support your users as they ask questions, troubleshoot issues, or perform self-service. While Salesforce can integrate with many applications, it works best with products designed for its experiences, and leveraging Service Cloud for service portals hosted on Salesforce Experience Cloud is no exception.

Now that you understand the native use of Service Cloud and its standard object architecture, you can better combine it with the web interfacing of Experience Cloud. Knowing how Service Cloud works explains how the three primary Experience Cloud templates that leverage native Service Cloud architecture should behave while helping you understand considerations for how you set up internal components. Additionally, you should also have a high-level understanding of how to implement, curate, manage, and use Knowledge bases to solve client questions via case deflection.

In this chapter, we reviewed the following topics:

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