Service Cloud capabilities
Service Cloud adds everything you need to turn the world’s #1 CRM platform into the hub of an optimum customer service experience. As a B2C Solution Architect, you’ll need to understand what capabilities a base Service Cloud license adds to the Lightning Platform, where additional licenses can be added to unlock additional features, and how it supports your overall B2C solution.
The most important Service Cloud capabilities in this context include robust case management tools, chat support, knowledge management, service contracts and entitlements, Computer-Telephony Integration (CTI), and Omni-Channel Routing.
Service Cloud editions
Service Cloud, like most Lightning Platform-based products, is available in multiple editions.
The four options for Service Cloud editions are:
- Essentials
- Professional
- Enterprise
- Unlimited
Of the capabilities outlined in this chapter, most are available in either Enterprise...
