Deliver faster service with accelerated Quick Actions in Lightning, new Workspace Components, and expanded Field Service Lightning features on the world’s #1 customer service platform.
 
 
Now in Spring ’18, give your agents all the tools they need to take action and respond to customers across multiple records at one time. On Cases, Leads, or Custom Objects, agents can use mass Quick Actions to create and update records, saving time.
 
Easily configure Service Cloud to intelligently route cases to agents based on their skill set, availability, and capacity in three guided steps. Omni-Channel Setup Flow makes it easy for admins to set up multiple queues so agents can sit back and wait for the cases to roll in.
 
Personalize every customer conversation by giving agents the right information as they work in the Lightning Service Console. Empower agents to personalize service and close cases faster by displaying critical case information while viewing other tabs in the console.
 
Take your social customer service to the next level with more customer visibility than ever before, right in the Lightning Service Console. Agents can easily personalize customer conversations and close cases faster with at-a-glance details about a customer's social persona, previous conversations and interactions, sentiment, and influencer status.
 
Take full control of your Web Snap-ins chat experience and match your company's unique branding with Lightning Components. Now in Spring ’18, customize the pre-chat form and use direct-to-button routing, automated invitations, and sensitive data rules to ensure you're delivering a personalized experience to your customers.
 
Simplify the process of returning or repairing products for customers or mobile workers. Empower customers to initiate returns from a community, and empower agents to create return orders based on customer or mobile worker requests — including details about the products being returned.
 
Easily define and schedule teams of mobile workers, saving time and ensuring the right set of experts are on the job. Define crew members, and review and assign skills to ensure that every job gets done right, the first time.
 
Set up for success with guided onboarding flows for Field Service Lightning. Ensure you have the right territories, skills, and resources to handle the complexities of your business with the best practices and guides for next steps