Engage with customers on their preferred messaging channels — like SMS text and Facebook Messenger — now available in the Lightning Service Console.
 
Extend the power of Service Cloud Knowledge and give customers the tools they need to help themselves with an out-of-the-box help center template. Give customers 24/7 access to support articles and FAQs to find the answers they need, instantly. Easily customize your help center in the Lightning Community Builder. 
 
Extend the scheduling and optimization power of Field Service Lightning to your contractors and third-party workers with the Dispatcher Console for Contractors. Allow contractors to schedule their own service appointments with their own customizable console.
 
Understand what’s happening in your service org. Know which actions were completed, started, or paused, by which agent and when, in order of execution. Give agents and managers the ability to go back to the parent record and see the history of actions launched from the Guided Action List. 
 
Take your social customer service to the next level with more customer visibility than ever before, right from within 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 on YouTube, sentiment, and even influencer status.
 
Inspire your organization to learn faster and better than ever before by integrating Trailhead into Salesforce Essentials. Now customers can set up their org and earn badges that will display in their Trailhead account.