See how Service Cloud’s new features help your company deliver smarter, faster customer service with the Winter ’19 Release.
LiveMessage in Lightning Experience
Engage with customers on their preferred messaging channels — like SMS text and Facebook Messenger — now available in the Lightning Service Console.
Help Center Template
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.
Dispatch Console for Contractors
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.
Guided Action History
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.