Developing with the Service Cloud

Available in: Salesforce Classic

Service cloud.png

Many customers are currently using Salesforce's Service Cloud product to run their customer service in the cloud. This fast-growing application enables customers to manage their customer service operations using the Salesforce platform.

One of the powerful aspects of this product is that it's built on the underlying Force.com platform and therefore has a very rich programmability model that allows customers to adapt the technology to fit their unique business environment. This could be as simple as adding a field to a page, or changing the way users enter support cases, all the way to creating a brand new call agent experience with custom pages and workflow.

This quickstart serves as a place for new developers to gain access to the foundational knowledge and code examples they need to learn to build some of these customizations.

Overview

The quickstart is structured into several core areas. These categories represent some common use cases when developing with Service Cloud.

  1. Processing Incoming Cases
  2. The Service Cloud Console
  3. Working with Service Contracts and Entitlements
  4. The Customer Portal

Note: As you work through this material, you may want to experiment with the code but are unsure as to whether you should do this in your production org. The good news is that anybody interested in doing development can sign up for a free Developer Edition. This special edition gives developers their own environment to do any kind of development in.

Processing Incoming Cases

One of the most common ways that support cases get created within Service & Support is via electronic communications, whether those come from a web form or email. Often developers want to customize how these incoming communications are handled. There are several extension points that developers can use to implement custom logic around this process. Below are quickstarts for some common scenarios for doing this.

Icon technote sm.gif Quickstart: Creating custom Web-To-Case forms using Visualforce and Sites

Icon technote sm.gif Quickstart: The Get Next Case and Get Next Lead buttons

Icon technote sm.gif Quickstart: The Contention-Proof Case Accept Button

These related topics can also help you deal with incoming cases:

Icon technote sm.gif Process Builder Overview

Icon technote sm.gif Process Builder Trailhead Unit

Icon technote sm.gif Omni-Channel Basics Trailhead Module

The Service Cloud Console

The Service Cloud Console is a game changing user interface that goes beyond just an Agent Console 2.0. It is optimized for

  • High Volume Tier 1 agents
  • Tier 2&3 Technical/Product Support Users

You can learn about it here.

Icon technote sm.gif Quickstart: Open Multiple Subtabs

Icon technote sm.gif Quickstart: Set Tab Title

Icon technote sm.gif Quickstart: Custom Interaction Log

Icon technote sm.gif Quickstart: A Quick Create Toolbar

Icon technote sm.gif Quickstart: Efficiency Gains With Keyboard Shortcuts

Icon technote sm.gif Quickstart: The "My Notes" Console Footer Component

Icon technote sm.gif Quickstart: The "Marquee" Console Footer Component

Icon technote sm.gif Quickstart: The Log Out of Salesforce Keyboard Shortcut

Working with Service Contracts and Entitlements

Icon technote sm.gif Entitlement Management Trailead Module

Icon technote sm.gif Quickstart: Milestone Utilities Class

Icon technote sm.gif Quickstart: Auto-Complete First Response Milestones with Triggers

Icon technote sm.gif Quickstart: Auto-Complete Resolution Time Milestones with Triggers

Icon technote sm.gif Quickstart: Default Entitlement with Triggers

The Customer Portal

The Customer Portal is a mechanism by which you can expose a customer service portal to your customers.

Icon technote sm.gif Quickstart: Synchronizing Portal Users with Contact Record Data

Next Steps

If you've gone through the Quickstarts and would like to learn more about using and building on the Force.com platform, the following two free downloadable books would be a great place to start:

Also, if you haven't already done so, don't forget to sign up for a free Developer Edition account so you can start learning and building today!