Service Cloud

Recommendation
Map
Follow this path to achieve
your goals

Last update: October 2022

Your Success Starts Here

This document provides a step-by-step

guide of recommended resources that
lead you from a beginner to advanced
Salesforce user. Follow the suggested
path of resources to learn how to
implement, realize value, grow, and go
further with Salesforce.

Welcome and good luck on your journey.

Implement: Get
Started
Begin your journey to
success
Implement: Get Started
TRAILHEAD
Intro to Service
1 Service Cloud Quick
Cloud
Look
See how Service Cloud helps you
deliver faster, more personalized
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service.
TRAILHEAD
Learn the Basics
2 Service Cloud Basics
Supercharge your agents with
omni-channel tools and an
Follow This Trailmix
intelligent service platform.
TRAILHEAD
Set Up Service
3 Service Cloud for
Cloud
Lightning Experience
Discover how Service Cloud helps
you deliver personalized service to
Follow This Trailmix
your customers.
WEBINAR
Service Cloud: How To:
Design Your Lightning
Console
Help your service agents quickly
resolve cases with the Lightning
Console.
Requires Premier or Signature Success Plan Additional Investment
TRAILHEAD
Service Cloud Agent
Experience
Discover how agents use the Service
Console to close customer cases fast.
COMMUNITY
Service Cloud
Trailblazer Community
Ask questions, share your
experiences, and learn more about
Service Cloud from experts and
customers.
ARTICLE ARTICLE INDIVIDUAL COACHING SESSION TRAILHEAD
Setup and Maintain Service Setup Getting Started: Set Up the Service
Your Salesforce Assistance Service Cloud: Console
Organization Lightning
Guidance Center offers personalized
setup and learning resources that Create a customized app to help
align with your experience level and Use the Service Setup Assistant to Roll out Service Cloud Lightning support agents efficiently manage
business goals. create the Service Console app. faster with help from our experts. cases.
VIDEO TRAILHEAD APPEXCHANGE
How To: Service Cloud: Lightning App Builder Lightning Mockup
Design Your Lightning Components
Console
Help your service agents quickly Build custom pages for Lightning Whiteboard and prototype
resolve cases with the Lightning Experience quickly with Salesforce layouts and
Console. point-and-click tools. customizations within Lightning.
Implement: Get Started, cont.
TRAILHEAD TRAILHEAD INDIVIDUAL COACHING SESSION APPEXCHANGE APPEXCHANGE

Service & Support

4 Reports & Dashboards Reports & Dashboards Insights: Service Service & Support Preconfigured Service
Reporting
(Lightning) (Classic) Cloud: Dashboard Dashboards Cloud Dashboards
Design
Get expert guidance on how to get Install these dashboards to give your
Visualize key business metrics in Build real-time reports and charts to real-time visibility into Customer Get dashboards for execs, sales reps, execs, service managers, and agents
Follow This Trailmix
real-time using Lightning Experience. visualize key business metrics. Support KPIs. support, and more. insights into performance.

INDIVIDUAL COACHING SESSION APPEXCHANGE

Insights: Sales Cloud: AppExchange

Activity Dashboards Dashboard Pack

All the Free dashboards consolidated

Get expert guidance on how activity for a one-time install. Sales,
data is structured and review Marketing, Support, Adoption, usage
common activity reports. and more.

TRAILHEAD ARTICLE ARTICLE WEBINAR VIDEO

User Management
5 User Management Understanding User Assign the Service Getting Started: Getting Started:
Sharing Cloud Feature License Platform: Application Platform: Application
to Users Security Security
Learn how the Service Cloud user
Learn how to show or hide an feature license entitles users to Learn how to provide the right users Watch this video to learn how to
Set up users and control how they internal or external user from Salesforce features, like Service access to the right data at the right provide the right users access to the
Follow This Trailmix
can view or edit your business data. another user in your organization. Console. time. right data at the right time.

VIDEO GUIDE APPEXCHANGE

Who Sees What Admin Guide to Permission Helper

Multi-Factor
Authentication

Join Iman Maghroori as he covers Streamline Permissions

the basics of the Salesforce Get ready for MFA and roll it out to Management with this Easy-To-Use
sharing model. Salesforce users. Tool.

Requires Premier or Signature Success Plan Additional Investment

Implement: Get Started, cont.
TRAILHEAD

Account &
6 Accounts & Contacts
Contact
for Lightning
Management Experience

Discover how accounts and contacts

Follow This Trailmix
work together in Salesforce.

ARTICLE TRAILHEAD GUIDE ARTICLE ARTICLE

Case
7 Set Up and Manage
Management
Cases
Customize cases to fit your business
needs and ensure that your
customers receive the service they
Follow This Trailmix deserve.
Create a Process for
Managing Support
Cases
Streamline workflow and improve
productivity with new processes,
record types, and rules.
Case Management Set Up Case Rules & Set Up Case
Implementation Guide Queues Assignment Rules
Prioritize, distribute, assign, respond Define conditions that determine
Make the most of each interaction. to, and escalate records. how leads or cases are processed.

ARTICLE GUIDE TRAILHEAD WEBINAR VIDEO

Set Up Case Escalation Case Management Automate Case How To: Service Cloud: How To: Service Cloud:
Rules Best Practice Guide Management Automate Your Case Automate Your Case
Management Management
In this webinar, get expert guidance Tune into this video to learn how to
Create entries and escalation actions Get resources on the building blocks on how to transform your service transform your service process with
to set up escalation rules. of case management. Configure case management tools. process with case management. case management.

TRAILHEAD WEBINAR VIDEO ARTICLE ARTICLE

Entitlement How To: Service Cloud:
Management for Set Up Entitlements &
Milestones
Lightning Experience
Track customer service levels as part
of your support management
Use entitlements to ensure your process with entitlements and
customers receive top-notch service. milestones.
How To: Service Cloud:
Set Up Entitlements &
Milestones
Track customer service levels as part
of your support management
process with entitlements and
milestones.
Entitlement
Management Setup
Check List
Use this checklist to confirm you’ve
set up entitlement management in a
way that fits your support processes.
Set Up Service
Contracts
Learn how to set up service
contracts, which can represent
different support types like
subscriptions or SLAs.

Requires Premier or Signature Success Plan Additional Investment

Implement: Get Started, cont.
TRAILHEAD VIDEO APPEXCHANGE APPEXCHANGE

Import Data
8 Import Data How To Import Data Time Warp Excel Upload
into Salesforce Series

Get a full view of key Leads,

Accounts, Contacts, Cases, Assets
Easily import external data into Get to know all aspects of data and more by seeing related records Extract values from an Excel sheet to
Follow This Trailmix
Salesforce. import in this five-part video series. on an interactive timeline. record fields while uploading.

Requires Premier or Signature Success Plan Additional Investment

Implement: Drive Use
Learn to leverage key functionality and
increase user adoption
Implement: Drive Use
ARTICLE
Boost Agent
1 Create Macros in
Productivity
Lightning Experience
Learn how to create a macro in
Lightning Experience with Macro
Builder, an easy-to-use
Follow This Trailmix
point-and-click builder.
WEBSITE
Service Cloud Mobile
Learn how Service Cloud mobile app
gives you real-time access to case
and queue information on the
console.
ARTICLE
Automate
2 Automate Your
Processes
Business Processes
Learn about the different tools
Salesforce offers to automate several
business processes without writing
Follow This Trailmix
code.
INDIVIDUAL COACHING SESSION
Automating with
Salesforce Flow
Get expert guidance on the setup of
key business processes using
Salesforce Flow.
Requires Premier or Signature Success Plan Additional Investment
ARTICLE
Keyboard Shortcuts for
Macros
Use keyboard shortcuts to work even
more efficiently with macros.
ARTICLE
Quick Text
Quick text saves users time and
increases standardization. Learn to
use quick text in emails, chats, and
more.
TRAILHEAD
Salesforce Automation
Tools
Automate processes for every app,
experience, and portal with
declarative tools.
APPEXCHANGE
Flow Email Composer
Select an email template and
prepare a draft version of the email
with merge field values.
TRAILHEAD
Service Cloud Agent
Productivity
Increase service rep efficiency to
help your agents deliver the right
answers, faster.
APPEXCHANGE
Boost Service User
Productivity in
Lightning Experience
Kick-start your own Lightning
Experience adoption with prompts
that help agents work smarter.
GUIDE
Workflow Automation
Best Practice Guide
Discover which automation tools to
use depending on your specific use
case.
WEBINAR
Service Cloud: Agent
Productivity Features
In this webinar, learn how to
eliminate the number of
unnecessary clicks for your agents.
TRAILHEAD
Automate Your
Business Processes
with Salesforce Flow
Optimize your business processes by
harnessing the power of Salesforce
Flow.
VIDEO
Service Cloud: Agent
Productivity Features
Tune into this video learn how to
eliminate the number of
unnecessary clicks for your agents.
TRAILHEAD
Salesforce Flow for
Service
Simplify onboarding and guide your
agents to resolve cases quickly and
consistently.
Implement: Drive Use, cont.
ARTICLE TRAILHEAD ARTICLE VIDEO ARTICLE

Case Distribution
3 Omni-Channel for Omni-Channel for Getting Started: Getting Started: Setup Omni-Channel
Administrators Lightning Experience Service Cloud: Service Cloud: with a Guided Setup
Omni-Channel Omni-Channel Flow
Get ready to route cases with
Check out this user setup guide to Route work to the right agent for the Learn how to get started with routing Learn how to get started with routing omni-channel in Lightning
omni-channel specifically for system job and get a complete view of your cases to the right agents at the right cases to the right agents at the right Experience with a quick guided
Follow This Trailmix
administrators. contact center. time. time. setup flow.

VIDEO INDIVIDUAL COACHING SESSION

5 Steps to Enable How To: Automate

Omni-Channel
This video will walk through the 5
steps to enable Omni-Channel in
Service Cloud.
Work Distribution with
Omni-Channel
Learn how to use Service Cloud
omni-channel capabilities to send
the right cases to the right agents.

Requires Premier or Signature Success Plan Additional Investment

Implement: Drive Use, cont.
TRAILHEAD TRAILHEAD GUIDE TRAILHEAD VIDEO

Salesforce How To: Service Cloud:

4 Knowledge Basics for Sales
Set UpProductivity
Salesforce Complete Guide to Lightning Knowledge
Knowledge Plan Your Lightning
Lightning Experience Knowledge Salesforce Knowledge Setup and
Knowledge Transition
Customization
Use Lightning Knowledge to create a Boost rep productivity with an Check out this Salesforce Knowledge Create record types and page layouts Learn the steps and tools needed to
knowledge base for better customer activity timeline
Create, and
customize, integrated
and manage your user guide to learn about setup, best to optimize Lightning Knowledge for transition from Classic Knowledge to
Follow This Trailmix
service. email.
knowledge base. practices, and features to enable. your business. Lightning Knowledge.

WEBINAR VIDEO VIDEO TRAILHEAD WEBINAR

How To: Plan “Salesforce
Knowledge” in Lightning
Give your agents and customers
quick access to information they
need with Salesforce Knowledge in
Lightning.
How To: Plan “Salesforce
Knowledge” in Lightning
Give your agents and customers
quick access to information they
need with Salesforce Knowledge in
Lightning.
Lightning Knowledge Lightning Knowledge Import External
Migration Tool Migration Content in Lightning
Knowledge
Watch this video to learn about Unlock the full power of Knowledge Learn how to efficiently import
migration from Salesforce Classic by migrating to Lightning external content into Lightning
Knowledge to Lightning Knowledge. Knowledge. Knowledge.

ARTICLE TRAILHEAD ARTICLE WEBINAR VIDEO

Salesforce Knowledge Knowledge Centered Salesforce Getting Started: Service Getting Started: Service
Help & Resources Service with Service Knowledge-Centered Cloud: KCS in Lightning Cloud: KCS in Lightning
Cloud Support Overview

Handle customer requests using the Learn about best practices when Learn how to optimize your Learn how to optimize your
Get all the information you need Knowledge Centered Service implementing Knowledge-Centered Salesforce Knowledge repository Salesforce Knowledge repository
about Salesforce Knowledge. methodology. Service. with Knowledge-Centered Service. with Knowledge-Centered Service.

Requires Premier or Signature Success Plan Additional Investment

Implement: Drive Use, cont.
ARTICLE TRAILHEAD TRAILHEAD INDIVIDUAL COACHING SESSION INDIVIDUAL COACHING SESSION

Self-Service
5 Collaborate in an Experience Cloud Build an Experience How To: Build a How To: Experience
Experience Builder Basics Cloud Site with Self-Service Cloud: Create a Public
Site Knowledge and Chat Experience Site Knowledge Base
Create an Experience Builder site to Use the Customer Service template Learn how to create a customer site Create a guest user public
provide an online support channel Use Experience Cloud to connect to create a site with chat snap-ins that taps into knowledge your knowledge base leveraging
Follow This Trailmix for your customers to collaborate. with your customers and partners. and knowledge. customers provide. Experience Cloud.

Requires Premier or Signature Success Plan Additional Investment

Realize Value
Achieve peak performance
Realize Value
TRAILHEAD TRAILHEAD ARTICLE TRAILHEAD

Service Console
1 Service Cloud Make Service Cloud
Best Practices for
Set Up the Service
Customizing the
Efficiency Smarter Console
Lightning Service
Console
Drive profitability with customer Enhance your customer service with Learn best practices for customizing Create a customized app to help
self-service, mobile connectivity, and Einstein Bots and other artificial the Service Console to meet your support agents efficiently manage
Follow This Trailmix
analytics. intelligence (AI) features. needs. cases.

ARTICLE GUIDE APPEXCHANGE TRAILHEAD TRAILHEAD

Connecting
2 Salesforce Open CTI Open CTI Developer CTI Adapters Call Center Integration Plan for Service Cloud
Voice/CTI
Guide for Lightning Voice
Experience
Take customer calls by integrating Add advanced phone support to
Make calls from a softphone directly Learn how to get started with Open Find pre-built CTI adapters for your your phone channel and service your Service Console to deliver
Follow This Trailmix
in Salesforce with Open CTI. CTI. telephony system. console. top-notch customer service.

ARTICLE WEBINAR VIDEO ARTICLE COMMUNITY

Plan Your Voice Service Cloud Voice Service Cloud Voice Service Cloud Voice Service Cloud Voice
Contact Center Best Practice Guide Trailblazer Community

Review key concepts, complete

prerequisites, select your telephony Unify voice, digital channels, and Unify voice, digital channels, and Get insights and resources on how to Review resources, ask questions,
model, and review a planning Customer 360 data in a single Customer 360 data in a single deploy Service Cloud Voice from help each other, and share
checklist. console with Service Cloud Voice. console with Service Cloud Voice. experts in the field. experiences.

TRAILHEAD

Incident
3 Salesforce Incident
Management
Response

Learn about which Salesforce

products can to enable incident
Follow This Trailmix
response to your organization.

Requires Premier or Signature Success Plan Additional Investment

Grow and Go
Further
Achieve greater success using
advanced features
Grow and Go Further
TRAILHEAD WEBINAR VIDEO INDIVIDUAL COACHING SESSION GUIDE

Digital
1 Expand Service Cloud Getting Started: Getting Started: How To: Service Cloud: Embedded Chat Guide
Engagement
with Digital Service Cloud: Digital Service Cloud: Digital Deploy Chat
Engagement Engagement Engagement
Start using Chat to provide
Engage with customers on their Provide superior customer service Provide superior customer service customers with immediate, online Follow this user guide to
Follow This Trailmix
favorite communication platforms. using digital channels. using digital channels. support. implementing Embedded Chat.

WEBINAR GUIDE TRAILHEAD COMMUNITY

How To: Service Cloud: Digital Engagement Create Multi-Channel Digital Engagement
Deploy Messaging and Messaging Best Digital Engagement Trailblazer Community
Practice Guide

Use Service Cloud Messaging to offer Learn about Digital Engagement and Communicate directly with the
smarter customer service via mobile resources to set up and deploy Use Digital Engagement with all your product team and with each other,
messaging. messaging. service channels. and keep abreast of product news.

GUIDE ARTICLE TRAILHEAD

Social Customer
2 Complete Guide to Engage and Respond Social Customer
Service
Social Customer Using Social Customer Service Strategies
Service Service

Learn how to administer Social Discover how to engage with your Support customers on their favorite
Follow This Trailmix
Customer Service. customers on social media. social media platforms.

Requires Premier or Signature Success Plan Additional Investment

Grow and Go Further, cont.
ARTICLE TRAILHEAD ARTICLE WEBINAR VIDEO

Einstein Bots
3 Get Started with Bots Einstein Bots Basics Einstein Bots Getting Started: Getting Started:
Service Cloud: Einstein Service Cloud: Einstein
Bots Bots
Learn how to set up and use Einstein Learn how to set up and use Einstein
Use these recipes to get started with Learn how to make customer service Build and manage Einstein Bots to Bots to increase case deflection and Bots to increase case deflection and
Follow This Trailmix
bots. smarter and easier with chatbots. ease your agents’ caseload. reduce service costs. reduce service costs.

WEBINAR VIDEO GUIDE

How to: Service Cloud: How to: Service Cloud: Advanced Bot Recipes
Einstein Bots NLP Einstein Bots NLP
Tuning Tuning

Learn how to enable NLP so bots can Learn how to enable NLP so bots can Get step-by-step implementation
better understand customers. better understand customers. guidance on bots.

TRAILHEAD ARTICLE TRAILHEAD ARTICLE ARTICLE

Einstein for
4 Einstein Case Einstein Case Recommendation Einstein Reply Set Up Einstein Article
Service
Classification Classification Automation with Next Recommendations Recommendations
Best Action
Learn how Einstein Case Enable Einstein Article
Improve case data with predictive Classification recommends, selects, Automatically create and refine Standardize your messaging to Recommendations so you can build,
intelligence and save your support or saves field values based on recommendations from Salesforce or customers with replies during chat activate, and benefit from custom
Follow This Trailmix
agents' time. historical case data. external sources. and messaging sessions. predictive models.

WEBINAR VIDEO

Get Started: Service Get Started: Service

Cloud: Einstein Cloud: Einstein

Learn how Service for Einstein Learn how Service for Einstein
features can accelerate case features can accelerate case
resolution and optimize agent resolution and optimize agent
efficiency. efficiency.

Requires Premier or Signature Success Plan Additional Investment

Grow and Go Further, cont.
TRAILHEAD TRAILHEAD WEBINAR VIDEO TRAILHEAD

Service Analytics
5 Tableau CRM for Tableau CRM Getting Started: Getting Started: Service Analytics &
Service App Dashboard Building Service Analytics: Fast Service Analytics: Fast Einstein Discovery
Basics Start Start
Get expert guidance on the setup Get expert guidance on the setup
Get insights into your Service Cloud Learn how to build an analytic and configuration process of Service and configuration process of Service Gather insight and drive profitability
Follow This Trailmix
data with this prebuilt app. dashboard. Analytics. Analytics. with analytics.

INDIVIDUAL COACHING SESSION APPEXCHANGE

How To: Einstein Appexchange Service

Analytics: Advanced Cloud Apps
Customizations
Rapidly deploy apps to solve
customer problems quickly, get
Engage with an analytics expert for insights, and connect thru digital
custom solutions. channels from anywhere.

Requires Premier or Signature Success Plan Additional Investment

Grow and Go Further, cont.
BLOG ARTICLE INDIVIDUAL COACHING SESSION ARTICLE TRAILHEAD

Field Service
6 What is Field Service Field Service Key Get Started: Service Manage Appointments Field Service Basics
Management? Concepts and Glossary Cloud: Field Service with Salesforce
Scheduler
Get expert guidance to tools needed
Learn how to connect your teams, Get familiar with common terms and to manage work orders and Create a personalized experience by
optimize operations, and amaze features with Salesforce Field scheduling, and how to mobilize scheduling customer appointments Learn about Field Service and set
Follow This Trailmix
customers. Service. your workforce. at the right place and time. service territories.

COMMUNITY TRAILHEAD TRAILHEAD WEBINAR VIDEO

Field Service Field Service Field Service How To: Field Service: How To: Field Service:
Trailblazer Community Scheduling Optimization Schedule Optimization Schedule Optimization

Ask questions, get answers, learn Learn how to optimize your field Learn how to optimize your field
best practices, and share Manage your schedule to maximize service scheduling to formulate the service scheduling to formulate the
experiences as you continue your customer satisfaction and Field Maximize your schedule to get more optimal schedule for your team and optimal schedule for your team and
journey. Service productivity. work done, faster. customers. customers.

TRAILHEAD TRAILHEAD TRAILHEAD TRAILHEAD TRAILHEAD

Field Service Mobile Install the Field Field Service Workforce Get Started with
Service Managed Dispatcher Console for Engagement for Workforce
Package Dispatchers Service: Quick Look Management

Connect mobile workers to your field Use the dispatcher console to Use workforce engagement for Learn how support operations
service organization with this Install the Field Service managed manage appointments, schedules, service to make your team more planners use data to schedule and
all-in-one mobile app. package in a Trailhead playground. service resources, and maps. productive. staff agents.

TRAILHEAD TRAILHEAD VIDEO

Implement Salesforce Supercharge Field Salesforce Field

Field Service Service Service Learning Spot

Learn what’s needed prior to setting

up Salesforce Field Service, as well as Increase field service team
the steps it takes to successfully productivity with the dispatcher Learn about new features released
implement it for your organization. console. for Salesforce Field Service.

Requires Premier or Signature Success Plan Additional Investment

Grow and Go Further, cont.
TRAILHEAD ACADEMY TRAILHEAD ACADEMY TRAILHEAD ACADEMY

Advance Your Essentials for New

7 Service Cloud Administer and
Career Admins in Lightning
Consultant Maintain Service
Experience
Certification Cloud
Take part in this interactive training, Grow your resume and prove your Get an overview of how to configure
a must for new administrators before hands-on experience with globally and maintain Service Cloud for your
Follow This Trailmix
starting a Salesforce deployment. recognized credentials. org.

Requires Premier or Signature Success Plan Additional Investment

 LI
INTERNAL ONLY

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K
TO
M
SEE NEXT SLIDE FOR CUSTOMER-FACING VERSION.

AS
TE
R
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Thank You