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Sunday morning, 5/1 was like Christmas morning for our loyal EE customers. Service Cloud features magically appeared like the proverbial puppy under the Christmas tree. Admins were able to log in and much like the child running down the stairs in their PJs on Christmas morning, logged in to Salesforce with wide-eyed wonder to find treats of all kinds: Console, Omni, Macros, Entitlements, Case Feed. Bonus gifts for UE customers or Live Agent & Knowledge.
But in order to ensure that the puppy does not end up in the dog pound a week after Christmas, we now have a bunch of options to ensure that our customers are enabled with the instructions around how to get the most out of their gifts. Here are some unassisted and assisted puppy management options that our customers can avail of.
Trailhead is an interactive learning path through the basic building blocks of the Salesforce1 Platform. Test your knowledge of the platform while earning points and badges to celebrate your achievements. Ever since it's grand opening last year at Dreamforce, Trailhead has been well received by our customers. We have a collection of Service Cloud trails, but you can expect to see more trails pop up over the coming months. Here are what's available now:
With the summer release, comes Launchpad. Launchpad allows customers to get up and running with a basic console and some basic reports and dashboards through a setup wizard. This video is a great place to start for customers looking to get the most out of our latest features.
The rise of the Accelerator packages have been fantastic to see ever since their introduction just over a year ago. If your company is over a certain yearly spend, or if you have purchased Premier Success, you earn credits. You are entitled to use credits towards accelerators that cover the majority of the Service Cloud features. If you don't qualify, you can still purchase Accelerators and have Salesforce led configuration sessions in a your Sandbox. Here is a list of the currently available Accelerators available to you.
Every customer is a snowflake, with unique requirements. Service is a tricky cloud to configure and it's easy to get lost. The best way to ensure your success is to link up with a partner to help navigate. Thankfully we have a great network of partners that can help you find the optimal path between your requirements and the boundaries of the platform to ensure you are best positioned to avail of the three releases that come along every year. Reach out to your account executive for advice on which partner is best suited to your needs.
As always, the success.salesforce.com community has the answer to just about any question you, our customer, might have.
With every release, we have release readiness webinars that you can join. We also now have a group dedicated to the success of our customers on Service Cloud.
Also with every release, our documentation team updates the admin guides for each product. It may appear like too much content, but puppy user manuals are pretty detailed! For example, the knowledge setup guide alone is 91 pages.
So we now have a boat load of options, both unassisted and assisted, that can be leveraged to ensure your success. That puppy has a name. Her name is Service. She's a golden retriever pup with a purple collar. And now more than ever, it is easier than ever for customers to play with Service.
Learn more about the Year of Lightning by downloading the free e-book.
