salesforce service cloud presentation

About 10 mins

Learning Objectives

Focus on the right customer information for service.

• Tour the Service Console  
• Mobile, Accessible, and At-Home Ready Service  
• Challenge +100 points

Explore the Service Console

After completing this unit, you’ll be able to:

• Navigate the Service Console.
• Identify key features within the console.

The console brings together all Service Cloud features in one place and on one screen. You can think of the console as a service agent’s workspace for interacting with customers and resolving customer requests as quickly as possible, no matter the customer or agent’s location or engagement point.

Let’s tour the console.

Tour the Service Console

After Ryan takes a call and opens a new case, the automatic workflow rules route it to Ada for evaluation. Ada gets an email alerting her that she’s been assigned a new case and because it came in from Platinum Support, she wants to take a look at it right away. She goes straight to the console, so she can see the new case and all other associated records.

Ada can see the case record, account information, contact details, and other related files all in one place.

By default, the console is zoomed out so you can see everything at once and decide where to zoom in when you’re ready. There are a lot of individual pieces aggregated together within the console. Let’s take a quick tour of Ada’s console. Although the specifics will be different for your console due to customizations, the general user interface will be the same.

Object Menu (1)

In the console, your primary navigation tool is the dropdown in the navigation bar called the object menu. From here, you can select any object and access list views for that object, such as cases or accounts. When you click a record, it automatically opens up as a new tab, so it’s there when you need it.

Record Pages (2)

This area is your primary workspace. Everything you need to know about a customer and the current service issue is literally front and center, minimizing the amount of clicking and scrolling you need to do to find customer information. In this section, you can see case records and any associated files.

Case Feed (3)

Clicking a button in Salesforce to change a status value from New to In Progress or Closed really doesn’t adequately reflect the work it takes to make progress on a case or with a customer in real life. Working with a customer usually involves several processes and multiple communication and information streams. It’s a lot to keep track of, especially when you have a heavy caseload.

With case feed, you can keep track of all the separate steps and pieces in one place. It’s a timeline display of case events. It includes every customer interaction—email, calls, social networking posts, meeting notes, progress through a workflow, and internal communications. This means anyone on the team can view case status and events and jump in to help at any time.

Case Details (4)

Within the record page, you can click the tab for Details to see more about that particular case, contact, and any related cases. When you’re working directly with a customer, all the information you need is right here.

Related Record Details (5)

Contact and account details also appear within the console, so you can get details about the customer you’re working with and update the records without having to toggle to a different screen or switch workspaces. Having all of these details in one place ensures that you and your team are always looking at the same customer information, no matter what stage the case is in or who’s working on it.

Utility Bar (6)  

The utility bar runs along the bottom of the console and provides a shortcut to all the tools you need to provide a smarter, quicker resolution for every customer issue. It’s fully customizable by your admin. Maria, Ursa Major Solar’s admin, added a link to History, Notes, and Macros on this utility bar, so you can quickly flip to a record you were recently viewing, take notes during a conversation, or automate some of the repetitive actions you regularly take on his cases.

Knowledge Base (7)

Salesforce Lightning Knowledge is really useful when integrated with cases, and that’s clear when looking at knowledge within the console. From here, you can open an article alongside the case you’re working on—maybe the article is an FAQ for a specific solar panel, or maybe it’s a script for interviewing a new customer. When you’re working on a case and need to refer to something in the knowledge base, this is the place to go.

Split View (8)

A split view to the left of the screen lets you view (or hide) lists for quick reference and navigation. You can collapse or expand the split view as needed for more or less screen real estate.

Mobile, Accessible, and At-Home Ready Service

Just like other Salesforce features and tools, the console is available through the Salesforce mobile app, so you can create, edit, and view your data in real time, no matter where you are. Whether you’re working at home, signing on to a virtual meeting, or out in the field to visit a customer, you can pull up information from the console to your smartphone, tablet, or laptop. All you need is an internet connection and log in to Salesforce to work anywhere, any time.

Salesforce is also committed to providing accessible products for all individuals—including your service team members working with assistive technology, such as speech recognition software and screen readers. Accessibility isn’t a special feature; it’s universally designed into features for Service Cloud.    

• Trailhead: Mobile App Basics
• Trailhead: Accessibility Basics
• Salesforce Help: Accessibility Standards
• Salesforce Help: Lightning Service Console
• Get personalized recommendations for your career goals
• Practice your skills with hands-on challenges and quizzes
• Track and share your progress with employers
• Connect to mentorship and career opportunities

What is Salesforce Service Cloud?

Engage customers across multiple channels with Salesforce Service Cloud’s AI-driven solutions

Salesforce Service Cloud a customer relationship management (CRM) platform for customer service and support. It could be one component of an overall Salesforce CRM package that would be an ideal CRM software solution for your business.

What does Salesforce Service Cloud do?

• Enables your customer service team to resolve cases faster, automate processes, and boost team efficiency with service analytics.
• Increases the efficiency of customer service teams with automated workflows. 
• Includes built-in tools for asset and order management .
• Enhances the performance of call center teams with cloud-driven telephony and AI-powered productivity tools.
• Enables your business to easily set up a self-service help center for their customers, which includes easy-to-use systems for appointment booking, checking account balances, and making bill payments.
• Enables customers to reach you across multiple digital channels such as mobile messaging, AI-powered live chat, social media, and email.
• Integrates customer inquiries from all channels into a single ticketing system that is easy for your customer service team to keep track of.
• Comes with a Field Service solution, which increases the efficiency of your field agents and augments their services with remote support, AI-driven onsite technical support, and mobile integration.

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How businesses can use Salesforce Service Cloud

Customer Service

Salesforce Service Cloud is designed to assist your business’s customer service team . Customer service agents can use it to increase efficiency in a variety of ways. Using automated workflows, they can reduce their workload by delegating common, repetitive tasks to Salesforce Service Cloud’s Einstein AI . 

Salesforce Service Cloud further increases agent efficiency by aggregating all customer service inquiries across multiple communications channels —phone, chat, email, social media, etc.—into one set of tickets, which are then automatically pushed to the correct agent based on the priority of the ticket and that agent’s area of expertise. 

In addition to directly assisting agents, Salesforce Service Cloud gives access to an AI-assisted knowledge base that provides customers with self-guided assistance . This further reduces the workload of the customer service team so they can focus on priority cases only.

AI-powered analytics enable customer service managers to quickly and easily identify the strengths and weaknesses of their agents , assisting upper management in finding areas where coaching and improvement are required.

Salesforce Service Cloud also provides support for agents in the field. It enables customers and field agents to book remote appointments, saving transit time and increasing the speed of service. It also uses its AI-driven automation system to assign jobs to agents based on priority and specialty the same way that it assigns support tickets.

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Although it is primarily a customer service CRM, Salesforce Service Cloud can also be used to handle some HR functions . Broadly, the feature set is the same, but it is targeted towards internal employees instead of external customers. An employee ticket system intelligently assigns tickets to the correct HR representative based on priority and specialization while an employee self-service portal has the same AI assistant as the customer-facing portal.

Other employees

Finally, the employee side of Salesforce Service Cloud features the same multi-channel integration as the customer-facing side of the software, enabling employees to reach HR via phone, text message, email, online chat, your company’s internal communications app, or social media .

Features and benefits of Salesforce Service Cloud

Automatic duplicate ticket merging

By aggregating all tickets into one easily navigable database and merging any duplicate tickets, Service Cloud enables customer service agents to avoid working on the same case twice. This increases efficiency and results in a smoother customer experience.

Integrated multi-channel service

Customers have a range of preferences when it comes to contacting your business. Service Cloud comes with a system that aggregates service requests from numerous communications channels into one ticketing system. Tickets are then automatically forwarded to agents based on each agent’s specialization and the priority status of the ticket.

This ensures convenient, rapid service for all of your customers regardless of their chosen communications channel.

AI-driven customer service

Service Cloud utilizes Salesforce’s Einstein AI to improve your customers’ experience. Einstein’s bots are equipped to handle routine customer service requests, basic customer authentication, and categorization of cases before handing them off to an agent. This frees up your agents’ time and helps increase efficiency.

Einstein can also analyze the patterns of customers using your self-service features to provide intelligent recommendations to those customers and streamline their self-service experience.

Advanced analytics

Service Cloud’s service analytics feature enables managers to input key performance indicators (KPIs) for service agents. It then provides reports that can be used to identify areas of excellence as well as areas for improvement among individual agents.

It can also predict possible product issues, customer issues, and churn risks by analyzing patterns within incoming service tickets.

These features enable management teams to proactively address issues with individual agents and within the entire business.

Cloud-based VoIP

Voice over Internet Protocol (VoIP) technology , which is essential for most call centers, is complex and expensive to set up. Service Cloud Voice enables you to access ready-to-use VoIP infrastructure over the cloud through a partnership with Amazon Connect .

This will not only save your business money but will also save your IT team a lot of time that they would otherwise spend setting up and maintaining this expensive and complex technology in-house.

How much does Salesforce Service Cloud cost?

Salesforce Service Cloud is priced on a pay-as-you-go basis with four tiers of pricing available, each with more features than the last. Pricing is quoted as per user/per month, billed annually, with the lowest-priced tier starting at $25 USD monthly and the most expensive tier starting at $300/month.

As with all Salesforce products, pricing is negotiable, and Service Cloud is fully customizable. Although features are grouped into four distinct tiers, customers can speak to their Salesforce agent upon purchase and request additional features or remove features from their existing package. Pricing will be adjusted accordingly.

At higher pricing tiers, Salesforce Service Cloud offers large-scale call center support and unlimited users, which makes it ideal for large enterprises that have the need and budget to support it. Its lower-end tiers are priced fairly, and the feature set should be sufficient for small business users.

Salesforce Service Cloud FAQ

The most frequently-asked questions about Salesforce Service Cloud.

Is Service Cloud part of Salesforce?

Service Cloud is a product offered by Salesforce. Salesforce provides software solutions to businesses, and Service Cloud is its CRM solution for customer service teams. Since it’s part of the Salesforce suite, your team can enhance Service Cloud by downloading plugins from Salesforce AppExchange and train new team members on Service Cloud in Salesforce Trailhead . You can also maintain one customer database across multiple Salesforce products such as Service Cloud, Sales Cloud , and Marketing Cloud .

What is the Service Cloud license for Salesforce?

Purchasing a Service Cloud license will immediately grant your organization access to Salesforce Service Cloud. As long as you continue to pay for access, you and your team can continue to use Service Cloud for your customer service CRM needs. There are four different license types available for Service Cloud: Essentials, Professional, Enterprise, and Unlimited. Which one you need will depend on your budget and what features you will require.

What are the cloud services Salesforce offers?

Salesforce offers two cloud services—Software as a Service (SaaS) and Platform as a Service (PaaS). Software as a service refers to providing access to software directly over the cloud. Salesforce has a broad range of SaaS services, including CRM software, business analytics software, and corporate social sustainability analytics. Due to this large ecosystem, Salesforce has a development environment called Platform . This PaaS product enables developers to develop native Salesforce applications directly through the cloud.

How do I know if I have Salesforce Service Cloud?

You can check if you have a Service Cloud license by navigating to the licenses section from your Salesforce dashboard. Log into Salesforce and navigate to Setup in the sidebar on the left. Then go to Company Settings > Company Information > Licenses. Once there, look at your list of licenses. If you have Service Cloud, it should appear with Active written in the Status column.

What’s included in Service Cloud?

Service Cloud includes a broad range of features aimed at increasing the efficiency of customer service teams. Most notably, it provides a centralized ticketing system, a knowledge base for customer self-service, and performance analytics reports so customer service managers can quickly gauge agent performance. 

Service Cloud enables customers to communicate with agents by phone, text, chat, and email. Chat is available on both desktop and mobile applications.

Main takeaways

• Salesforce Service Cloud is CRM software designed to improve the efficiency of customer service teams.
• Service Cloud groups customer inquiries from multiple channels into a single-ticket database and then uses AI to allocate those tickets to customer service agents.
• Service Cloud helps customer service management teams by providing detailed reports on employee performance and predictive analytics designed to anticipate service demand.
• Service Cloud is priced on a pay-as-you-go basis . Pricing starts at $25/month and goes up to $300/month, billed annually.
• Service Cloud has a robust feature set . Customers at higher-priced tiers can add an unlimited number of users, which makes it ideal for large organizations.

To learn more about CRM software, check out our article What is CRM Software . Afterward, check out How can CRM software help me improve customer relationships to learn more about the benefits of Customer Service CRMs like Service Cloud. 

Serguei holds degrees in finance and marketing from York University, and brings more than five years of professional experience at their intersection to his writing. His previous roles as a finance advisor involved breaking down and explaining complex concepts in everyday terms, a talent he now brings to his work as a freelance writer.

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Product Area

Feature impact.

• What Is Experience Cloud?
• Building Blocks of a Site
• Find Your Way Around
• Supported Browsers
• Site Vision & Purpose
• Frameworks & Templates
• Who Does What?
• Structure, Layout, & Design
• Customer Engagement
• Content Management Strategy
• Performance & Scale
• Promotion & Measurement
• Enable Digital Experiences
• Grant Super User Access to a Partner User
• Grant Portal Super User Access to Customer Users
• Use Share Groups to Share Records
• External Account Hierarchies Considerations
• Considerations for the Convert External User Access Wizard
• Configure a Custom Domain for Your Experience Cloud Site
• Configure Settings in Your Administration Workspace
• Set Up Customer Insights
• Considerations When Using Customer Insights
• Update Your Experience Cloud Site’s Name, Status, and Description
• Key Concepts in Page Redirection in Aura and LWR Sites
• Setup Checklist
• Brand Your Pages from the Administration Workspace
• Brand Your Experience Builder Pages
• Create a Custom Login Discovery Page
• Customize the Apex Login Controller
• Set Up Dynamic URLs with Experience Workspaces
• Redirect Users to a Custom Logout URL
• Customize Your Forgot Password and Reset Password Pages
• Configure Your Self-Registration Page
• Considerations for Creating Experience Cloud Site Users
• Set Custom Site Roles
• Reset an External User’s Password for Experience Cloud Sites
• How do external Experience Cloud site members get login information?
• How do I update Experience Cloud site membership using the API?
• Assign a Default Experience to a User Profile
• Membership Processing Best Practices
• Use Custom Visualforce Error Pages for Authenticated Users
• Create the Account Switcher User Permission Set
• Allow External Users to Manage Partner Members
• Allow External Users to Manage Partner Brands
• Activate Your Site
• Deactivate Your Site
• Considerations for Archiving a Site
• Unarchive a Site
• Merge Fields for Experience Cloud Sites
• Customize the One-Time Password Email Template
• Customize the Device Activation Email Template
• Customize the User Lockout Email Template
• Customize the Email Address Change Template
• Customize the Headless Registration Email Template
• Manage Your Site Email Notifications
• Troubleshooting Steps If Site Members Don’t Receive Welcome Emails
• Experience Cloud Sites: What’s Different or Not Available in the...
• Enable Objects for Experience Cloud Site Users
• Hide Fields in Lightning Knowledge Search Results
• Set Up the Site Case Feed
• Emails in the Site Case Feed
• Enable Question-to-Case
• Restrict Experience Cloud Site User Access to Cases
• Send Emails to Leads and Contacts from an Experience Cloud Site
• Set Up Approvals for External Users in Your Experience Cloud Site
• Close a Conversation, Poll, or Question in an Aura Site
• Pin Posts in an Aura Site
• Add Groups to an Aura Site
• Move Feed Items from One Public Group Feed to Another
• Threaded Discussions in an Aura Site
• Chatter Streams in Aura Sites
• Enable Direct Messages in an Aura Site
• Verify Answers for Your Company
• Add Rich Publisher Apps to Your Feeds
• Enable Upvotes and Downvotes
• Migrate Peer-to-Peer Conversations to Your Experience Cloud Site
• File Visibility and Sharing in Experience Cloud Sites
• Customize Experience Cloud Site Libraries with Images
• Limit Files in Your Experience Cloud Site
• Make Files on Records Visible to Customers
• Display Images Faster on All Devices
• Display Optimized Images on Mobile Devices
• Enable Ideas in Your Experience Cloud Site
• The Customer Account Portal Template
• The Partner Central Template
• The Customer Service Template
• The Build Your Own Template (Aura)
• Standard Components for LWR Templates
• Considerations for Using Flows in LWR
• Actions Bar Considerations in LWR Sites
• Send Visitor Information to the Salesforce Case Object
• Create a Microsite
• Configure Microsite Layout and Create Navigation
• How Do Experience Cloud Forms Connect to Marketing Cloud?
• Connect the Marketing Cloud Form Component to Marketing Cloud
• Send Visitor Information to the Salesforce Lead Object
• Capture Visitor Information with the Lead Form Component
• Objects Supported by Out-of-the-Box Components and Pages in...
• Considerations for Changing Your Template
• Considerations Before You Migrate an Aura Site to Lightning Web...
• Migrate a Koa or Kokua Site to a New Template
• Account Brand Details
• Account Management
• Announcement Section
• Article Content
• Articles with This Topic
• Campaign Marketplace
• Case Comments Publisher
• Case Deflection
• Channel Menu
• CMS Collection
• CMS Connect (HTML)
• CMS Connect (JSON)
• CMS Single Item
• CMS Single Item (Detail)
• Contact Request Button & Flow
• Contact Support Button
• Contact Support & Ask Buttons
• Contact Support Form
• Migrate to the Contact Support Form and Case Deflection Components
• Create Record Button
• Create Record Form
• CRM Analytics Dashboard
• Customize Code for Lightning Components on Login Pages
• Customizable User Profile Menu
• Customizable User Settings
• Dashboard List
• Deflection Tracking
• Einstein Predictions
• Einstein Scoring
• Enhanced List View
• Embedded Appointment Management
• Embedded Messaging
• Embedded Service
• External Account Hierarchy List Card
• Featured Topics
• Featured Topics & Feeds
• Feed Compact
• Feed History
• Feed Post & Comments
• Feed Publisher
• Allow Guest Users to Access Flows
• Flow Orchestration Work Guide
• Follow Button
• Global Search Box
• Global Search for Peer-to-Peer Communities
• Global Search Results
• Group Banner
• Group Detail
• Group Related List
• HTML Editor
• Knowledgeable People
• Language Selector
• Manage Members Section
• Member Profile and Settings
• Message Notification
• Navigation Menu
• New Message Button
• Page Refresh
• Path (Experience Builder Site Component)
• Paused Flows
• Profile Header
• Recognition Badges
• Recommendations
• Recommendations Carousel
• Record Banner
• Record Detail
• Record Information Tabs
• Record List
• Record Related List
• Related Record List
• Related List - Single
• Related Articles List
• Related Questions List
• Related Topics List
• Report Chart
• Report List
• Report Summary
• Reputation Leaderboard
• Rich Content Editor
• Search Results
• Stream Detail
• Stream List
• Suggested Actions
• Top Article by Topic
• Topic Catalog
• Topic Description
• Topic Metrics
• Trending Articles by Topic
• Trending Topics
• Unanswered Questions
• User Profile
• Add Actions to Your User Profile
• User Profile Image
• User Profile Knows About
• User Profile Related List
• User Profile Menu
• User Profile Stats
• User Profile Summary
• User Profile Tabs
• Visualforce Page Component
• Brand the Login Pages
• Employee Login Link
• Forgot Password
• Self-Registration
• Set Icons for Social Login
• What Is the Enhanced Sites and Content Platform?
• How Many Experience Cloud Sites Can My Org Have?
• Find Your Way Around Experience Builder
• Add Contributors
• Update Roles
• Remove Contributors
• Prebuilt Experience Builder Themes
• Change the Theme of Your Experience Builder Site
• Use Branding Sets in Experience Builder
• Adjust the Style and Layout of Your Site Theme
• Theme Guidance: Header Components
• Theme Guidance: Hero Component
• Theme Guidance: Search Component
• Change the Theme Layout of Your Experience Cloud Site’s Pages
• Change the Content Layout in Experience Builder
• Find and Create Asset Files in Experience Builder
• Experience Builder Settings
• Update Your Experience Builder Site’s Template
• Preview Your Experience Builder Site
• Publish Your Experience Builder Site Customizations
• Page Properties and Types in Experience Builder
• Considerations for Page Hierarchy and URL Conflicts in Experience...
• Enable the App Launcher in Experience Builder Sites
• Use a Custom Service Not Available Page for Your Experience Builder...
• Use a Custom Too Many Requests Page for Your Experience Builder Site
• Assign Different Values for Desktop, Tablet, and Mobile Properties...
• Show or Hide Components on Mobile, Tablet, or Desktop for Enhanced...
• Hide Components on Mobile Devices with Experience Builder for Aura...
• Error Messages for Pages Without Data in Experience Builder
• Create a Flexible Layout
• Delete a Page in Experience Builder
• to Customize Your Experience Builder Site" data-is-link="true" aria-level="4" id="community_builder_page_head_leaf" role="treeitem" lwc-g4l6pknunt=""> Add Markup to the Page <head> to Customize Your Experience Builder...
• Create Component Variations in LWR Sites
• Create Dynamic Component Visibility in LWR Sites
• Expression-Based Visibility Rules in LWR Sites
• Build an Expression-Based Visibility Rule in LWR Sites Using Custom...
• Considerations for Audience Targeting in Aura Sites
• Criteria Types and Conditions for Audience Creation
• Assign an Audience to a Page Variation
• Assign an Audience to a Branding Set
• Assign an Audience to a Component
• Assign an Audience to a Component Variation
• Prioritize Audiences in Aura Sites
• Use Visualforce in Experience Builder Sites
• Add Streams to Your Experience Builder Site
• Configure Google Analytics™ for Experience Cloud Sites
• Create a Multilingual Site
• Set the Default Language for Your Aura Site
• Add Languages to Your Aura Sites
• Set Language Options
• Edit Language Content on the Page
• Export Language Content
• Import Translated Content
• Delete a Language
• Best Practices and Considerations for Multilingual Sites
• Add a Translate Button to Feed Items in Experience Builder Sites
• The Scale of Your Experience Cloud Sites
• Scale and Performance Optimization Tools for Experience Builder Sites
• Which Performance Tools Do I Need Based on My Experience Cloud Site?
• Use Apex to Configure Self-Registration in Batches for High-Volume...
• Use Apex to Configure Record Creation in Batches for High-Volume Sites
• Use Experience Builder to Configure Micro-Batching for High-Volume...
• High-Volume Registrations and Record Creation Fixes
• Progressive Rendering Guidelines
• Prioritize Component Display Order with Progressive Rendering
• Analyze and Improve Experience Builder Site Performance
• Improve Experience Cloud Site Performance with Browser Caching
• Set Up Your Experience Builder Site for SEO
• Identify Your Preferred Domain to Improve SEO Results
• SEO Page Properties in Experience Builder
• Create a Custom robots.txt File for Your Experience Builder Site
• SEO-Friendly URLs for Custom Objects in Lightning Web Runtime (LWR)...
• Make Objects Available for SEO
• Provide Search Engines with Fresh Content Snapshots
• Generate a Manual Sitemap Refresh for Your Experience Builder Site
• Reassign the Scheduled Jobs that Generate an Automatic Sitemap Refresh
• Best Practices and Tips for Using SEO in Experience Builder Sites
• SEO for Experience Builder Sites FAQ
• Connect Experience Cloud to Data Cloud (Beta)
• Add Content to Your LWR Sites with Data Binding
• Use a Grid Component to Show Enhanced CMS Collections and List Views...
• Add an Image from Salesforce CMS to Your LWR Site
• Nest Content Components in Your LWR Site
• Bind Data to CMS Content Pages in Your LWR Site
• Create a Manual CMS Collection for Your Aura Site
• Edit a Manual CMS Collection in Your Aura Site
• Create a Conditional CMS Collection for Your Aura Site
• Salesforce CMS Topics for Aura Sites
• Show CRM Data in Your Aura or LWR Site Using Object Pages
• Show Record Lists in Your Aura or LWR Site Using Navigation Menus
• Bind Data to CRM Record Detail Pages in Your LWR Site
• Add CRM Connections to Your Aura Site
• Create a Salesforce CRM Collection for Your Aura Site
• Add a Salesforce CRM Collection to Your Aura Site
• External Data Sources in Your Experience Cloud Site
• Set Up CMS Content Search in an LWR Site
• Set Up CRM Object Search in LWR Sites
• Set Up Search Pages for Aura Sites
• Enable Search Autocomplete for Guest Users
• Add the Global Search Box to Your Customized Experience Cloud Site...
• Allow Users to Search Salesforce Tabs + Visualforce Sites
• Create a Branded Mobile App for Your Experience Cloud Site Using...
• Create a Lightning Bolt Solution
• Export a Customized Experience Builder Template for a Lightning Bolt...
• Export a Customized Experience Builder Theme for a Lightning Bolt...
• Export a Customized Experience Builder Page for a Lightning Bolt...
• Add Flows to a Lightning Bolt Solution
• Export and Packaging Considerations for Lightning Bolt Solutions
• Requirements for Distributing Lightning Bolt Solutions
• Package and Distribute a Lightning Bolt Solution
• Rename the Chatter Tab
• Brand Your Salesforce Tabs + Visualforce Site
• Enable the Global Header for Salesforce Tabs + Visualforce Sites
• Choose a Landing Tab
• Use a Custom Service Unavailable Page in Your Salesforce Tabs +...
• Configure the Default Login Page to Use a Custom Home Page
• Add Custom Pages That Don’t Require Login
• Help Center Set Up Tasks
• Create a Help Center
• Help Center Template Pages
• Change from Help Center to a New Template
• Partner Central—Build Lightning Partner Sites
• Create a Partner Site with Partner Central—Setup Tasks
• What’s Your Partner Experience Cloud Site Strategy?
• Migrate from a Partner Portal to an Experience Cloud Site
• Set Up the Channel Manager Role
• Disable Partner Accounts
• Partner User Profile
• Partner User Roles
• Sharing Data with Partner Users
• Set Partner Username Uniqueness Requirement to the Org Level
• Enable Leads for Visualforce Sites
• Assign Cases to Partners
• Assign Tasks and Events to Partners
• Configure an External Account Hierarchy
• Sharing Considerations for Using Account Role Optimization in...
• Use a Shared Person Account Role for Community Users
• Create a Channel Program
• Create Channel Program Levels
• Manage Channel Program Members with Sharing Groups
• Channel Program Member Limits
• Configure Account Relationship Data Sharing Rules
• Create an Account Relationship
• View Shared Account Records in Your Experience Cloud Site
• Create Reports for Account Relationships
• Considerations When Using Account Relationships and Data Sharing Rules
• Best Practices for Account Relationships
• Assign Leads to Partners
• Create a Lead Process for Lead Distribution
• Create a Queue for Lead Distribution
• Create Page Layouts for Lead Distribution
• Create Lead Record Types for Lead Distribution
• Create Assignment Rules for Lead Distribution
• Customize Partner Central for Lead Distribution
• Create Processes for Deal Registration
• Create Page Layouts for Deal Registration
• Create Lead Record Types for Deal Registration
• Create a Global Action to Let Partners Register Deals
• Customize Opportunities for Deal Registration
• Create Approval Workflows for Deal Registration
• Customize Partner Central for Deal Registration
• Create a Market Development Budget
• Customize Page Layouts for Partner Marketing Budgets
• Grant Channel Account Managers Access to Partner Marketing Budgets
• Share Partner Marketing Budgets with the Channel Account Manager
• Create Approval Workflows for Partner Marketing Budgets
• Create a Partner Fund Allocation
• Customize Page Layouts for Partner Fund Allocations
• Grant Channel Account Managers Access to Partner Fund Allocations
• Share Partner Fund Allocations with the CAM
• Create a Partner Fund Request
• Grant Channel Account Managers and Partner Users Access to Partner...
• Create Approval Workflows for Partner Fund Requests
• Customize Page Layouts for Partner Fund Requests
• Create a Partner Fund Claim
• Create Approval Workflows for Partner Fund Claims
• Customize Page Layouts for Partner Fund Claims
• Best Practices for Campaign Marketplace
• Guided Setup: Distributed Marketing for Experience Cloud
• Configure Reports for Partner Scorecard
• Enabling More Features for Partner Relationship Management
• Lead Distribution Reports
• Deal Registration Reports
• Market Development Fund Reports
• Build a Portal with the Customer Account Portal Solution
• Create a Customer Account Portal—Setup Tasks
• What’s Your Customer Account Portal Strategy?
• Extend Salesforce to Customers with the Correct Licenses
• Experience Cloud Journey Data Model
• Email Preferences
• Triggering Journeys Based on Events
• Triggering Journeys Based on Audiences
• Determine If an Object Can Trigger Journeys
• Sync an Object to the Marketing Cloud
• Experience Cloud Objects for Creating Member Journeys
• Share CRM Data in an Experience Cloud Site
• Enable Clickjack Protection in Experience Cloud Sites
• Configure SAML SSO Between Salesforce Orgs or Experience Cloud Sites
• Customize SAML Start, Login, Logout, and Error Pages
• Integrate Service Providers as Connected Apps with SAML 2.0
• Authentication Provider SSO with Salesforce as the Relying Party
• Authorize Apps with OAuth
• Encrypt Experience Cloud Site Data
• CSP and Lightning Locker Design Considerations
• Where to Allowlist Third-Party Hosts for Experience Builder Sites
• Select a Security Level in Experience Builder Sites
• Experience Cloud Cookies
• Show Nicknames Instead of Full Names in an Experience Cloud Site
• Guest User Security Policies and Timelines
• Guest User Setup Checklist
• Secure Guest Users’ Sharing Settings and Record Access
• Review Guest User Object, Record, and Field Access for Sites
• Best Practices and Considerations When Configuring the Guest User...
• Best Practices and Considerations When Working with the Site Guest...
• Best Practices and Considerations for Using the Guest Record Default...
• Discover Which Records Are Available to Guest Users
• Reassign Records Owned by Guest Users
• Remove Guest Site Users from Queues and Public Groups
• Remove Records Shared Manually or via Apex Managed Sharing
• SEO Best Practices and Considerations for Guest Users
• Best Practices and Considerations for Page-Level Access in...
• Experience Builder Sites Search Best Practices and Considerations...
• Set Up Web-to-Case for Guest Users in an Experience Builder Site
• Chatter and Discussions Best Practices and Considerations for Guest...
• Files Best Practices and Considerations for Guest Users
• Test Guest User Access in Your Experience Cloud Site
• Control User Visibility in Your Experience Cloud Site
• Site User Visibility Best Practices for Guest Users
• Deploy A Full Experience Cloud Site with Change Sets
• Deploy Partial Experience Cloud Site Content with Change Sets
• Considerations for Deploying Experience Cloud Sites with Change Sets
• Deploy Your Experience Cloud Site with the Metadata API
• Assign an Experience Cloud Site Manager
• Assign a Moderator
• Track Experience Cloud Site Activity with the Moderation Overview Page
• Enable Members to Flag Items in Your Experience Cloud Site
• Create Criteria to Moderate Your Site
• Create Rules to Moderate Your Site
• Review and Approve Posts and Comments in Your Experience Cloud Site
• Set Up Apex Triggers for Flagging Items
• Experience Pulse
• Experience Cloud Site Moderation Limits and Limitations
• Manage Topics in Experience Cloud Sites
• Automatically Assign Topics to Articles
• Set Up Featured Topics
• Set Up Navigational Topics
• Set Up Content Topics
• See Your Site’s Topics and Subtopics in One Place
• Add Topics to Articles or Remove Them
• Translate Topics Names and Descriptions for Experience Cloud Sites...
• Create Audiences for Your Recommendations
• Recognition Badges Limitations
• Enable WDC Thanks
• Turn On Recognition Badges in Experience Workspaces
• Configure Who Can Create Recognition Badges
• Configure Who Can Assign Recognition Badges
• Use Components to Display Assigned Recognition Badges on Member...
• Create, Edit, and Delete Recognition Badges
• Manage Who Can Assign a Specific Recognition Badge
• Display the Full List of Assigned Recognition Badges on a Member’s...
• Create a Mission
• Display Unearned Mission Badges
• Assign Recognition Badges to Experience Cloud Site Members
• Delete Assigned Badges
• Use the API to Give Recognition Badges Sample Code
• Enable Reputation in Your Experience Cloud Site
• Set Up Reputation Levels
• Set Up Reputation Points
• How is my Experience Cloud site reputation calculated?
• Share a Link to Your Experience Cloud Site
• Switch Between Your Salesforce Org and Your Experience Cloud Sites
• Track User Engagement with Google Analytics 4
• Report on Experience Cloud Sites with AppExchange Packages
• Enable Analytics in Your Experience Cloud Site
• Track Site Activity with Custom Reports
• Enable and Map Dashboards
• Insights for Engagement
• Login History Report Codes
• Create a Report from Your Site with Report Builder
• Allow External Users to Access and Report on Tasks and Events
• Report and Dashboard Considerations for Sites
• How Experience Cloud Uses Lightning
• Who Can See What in Experience Cloud Sites
• Experience Builder Site Limitations
• Experience Cloud Sites Usage Allocation
• Experience Cloud License Limitations
• Upgrade Experience Cloud User Licenses
• Migrate Community Users Between Licenses
• Experience Cloud Site User Account Ownership Limitations
• About High-Volume Community or Site Users
• Share Personal Contact Information Within Experience Cloud Sites
• Update Public Accessibility Settings for Standard Visualforce Pages...
• Additional Experience Cloud Site Limitations

Service Cloud Features

Enable Service Cloud features, such as Salesforce Knowledge and Site Case Feed, for your self-service sites in Experience Cloud. Some objects and features, like Field Service, require add-on licenses.

For more information on how to use sites for different customer use cases, check out:

• Manage Customer Relationships with Experience Cloud
• Give Customers Access to Your Knowledge Base Through Help Center
• Enable Salesforce Knowledge in Your Experience Cloud Site Enable Salesforce Knowledge to quickly get articles to your customers and agents in an Experience Cloud site. Knowledge articles provide accurate information to customers when and where they need it.
• Site Case Feed With the site case feed, agents and Experience Cloud site members see the lifecycle of a case from start to finish. All case interactions appear in a unified, chronological Chatter case feed. Site members benefit from the added functionalities of Chatter, while service features help agents provide efficient, personalized support.
• Question-to-Case Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Aura and Salesforce Tabs + Visualforce sites where Chatter Questions is enabled.
• Restrict Experience Cloud Site User Access to Cases Determine whether users with Customer Community Plus licenses can view and edit cases in which they’re listed as the contact. You can disable the standard sharing behavior that grants the assigned contact and everyone in their role hierarchy access to a case. After disabling this sharing behavior, you can control access to cases by creating a manual share or by using Apex managed sharing.

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creative Salesforce portfolio project ideas

How having a salesforce portfolio can win you a job, top salesforce project ideas for a portfolio, best practices of building a salesforce portfolio, how to present your salesforce portfolio during interviews.

As Chief Editor, Darya works with our top technical and career experts at EPAM Anywhere to share their insights with our global audience. With 12+ years in digital communications, she’s happy to help job seekers make the best of remote work opportunities and build a fulfilling career in tech.

In the expansive and dynamic world of tech, few platforms are as well-known or instrumental in business as Salesforce. Used by companies globally, Salesforce is much more than a simple CRM. With its far-reaching ecosystem and high demand in the job market, Salesforce skills and knowledge serve as a prime opportunity for professionals looking to advance their careers and for those just entering the job market.

Creating a robust Salesforce portfolio can significantly enhance your chances of landing a Salesforce developer job in the highly competitive tech industry. Whether you're a seasoned professional or a novice, crafting the perfect tech portfolio can be daunting but essential. This comprehensive guide will walk you through everything you need to know, from the basics of assembling a Salesforce portfolio to showcasing it effectively during interviews.

We will explore project ideas for every level of expertise, best practices, and even tips on how to present your work during interviews. By the end of this post, you'll have a clearer understanding of how to leverage your Salesforce projects to stand out in your job search.

In today's extremely competitive job market, any skill that sets you apart from your competition is critical. A well-designed portfolio can often help potential employers find the tangible evidence of your abilities they need to see before making a hiring decision.

A well-curated Salesforce portfolio serves as proof of your technical skills, creativity, and problem-solving capabilities in the Salesforce ecosystem. It's a visual representation of your journey in the Salesforce world, which lets employers understand the true breadth of your skills on the platform and, perhaps more importantly, how you apply your knowledge in real-world scenarios.

Here's why having a Salesforce portfolio is crucial:

• It demonstrates your technical skills: Your Salesforce portfolio examples act as evidence of your skills and capabilities. It's tangible proof of your ability to work with Salesforce technologies and solve business problems.
• It showcases your creativity: It is a creative canvas that allows you to demonstrate your style and thought process, two key elements in a field that requires innovative problem-solving.
• It displays your experience: Portfolios are a chronicle of your past projects and experiences, which is one of the best ways to demonstrate relevant background and achievement.
• It proves your commitment: Creating and maintaining a portfolio is a time-consuming endeavor. By doing so, you show a level of commitment and passion for the Salesforce ecosystem.

In the Salesforce community, there is no such thing as a one-size-fits-all Salesforce expert. A full-stack developer could just as easily demonstrate Salesforce expertise as someone with very different skills. No two Salesforce professionals are the same, and thus, no two portfolios should be identical. However, certain types of projects can resonate with a wide range of organizations, especially if you mix beginner-friendly projects with more complex real-time applications.

Salesforce projects ideas for beginners

• Basic workflow automation: Implement basic automation by creating email alerts, field updates, and tasks based on specified workflow rules. This project will demonstrate your familiarity with the Process Builder and Flow features of Salesforce.
• Basic data management app: Create a simple data management application that allows users to input, edit, and delete records. Utilize standard and custom objects, fields, and validations to ensure data integrity.
• Basic CRM customization: Create a simple CRM system that organizes and manages customer data, showcasing your ability to customize the Salesforce platform to fit business needs. This project demonstrates fundamental Salesforce skills, including creating custom objects and fields and setting up workflows.
• Event management app: Develop an app within the Salesforce platform to help organizations plan and track events. This project allows you to practice creating custom objects, managing records, and utilizing Salesforce reports and dashboards to monitor event success.

Advanced Salesforce portfolio project ideas

For professionals with a more robust skill set, tackling complex projects that involve integration and advanced customization can be the differentiator.

• Multi-cloud integration: Design and implement a project that requires integration between different Salesforce clouds, such as Sales Cloud, Service Cloud, and Marketing Cloud. This could involve data syncing, cross-functional automation, and a unified user interface.
• Interactive dashboards and reports: Data is critical for successful teams, and Salesforce enables this through the use of dashboards and reports. Create visually appealing dashboards and comprehensive reports using real-world datasets. Ensure data is presented in a meaningful way to support business decisions and monitor KPIs.
• Mobile application development: Develop a Salesforce mobile app using the Salesforce Mobile SDK. The app should offer functional and responsive user experiences, like offline use capabilities or push notifications.
• AI-powered customer insights tool: Leveraging Salesforce Einstein, create a tool that provides actionable insights into customer behavior. This advanced project requires a deep understanding of AI and machine learning, positioning you as a candidate with cutting-edge Salesforce skills.

Salesforce real-time project examples

Employers love seeing projects that have a direct application to their business needs. These examples will require a deeper understanding of Salesforce as a platform:

• Sales pipeline analysis tool: Develop a tool that uses Salesforce reports and dashboards to analyze the sales pipeline in depth. This real-world project demonstrates your ability to transform data into actionable insights, aiding strategic decision-making.
• Customer self-service portal: Build a self-service portal using Salesforce Experience Cloud that provides customers with access to case management, knowledge articles, and a community forum for peer-to-peer support.
• Customer service bot: Utilize Salesforce Service Cloud and Einstein Bots to create a chatbot that improves customer service. This project reflects your skills in automating customer interactions, improving efficiency, and enhancing user experience.
• Personalized marketing campaigns: Create a project using Salesforce Marketing Cloud to design and implement personalized marketing campaigns. This example showcases your ability to leverage Salesforce tools to drive marketing strategy and execution.

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Now that you have project ideas, it's important to structure your portfolio in a way that enhances your personal and professional brand. Here are some best practices:

• Focus on quality over quantity: A few well-documented projects that highlight your problem-solving skills and creativity are more impressive than a long list of unfinished projects.
• Document your process: For each project, include a brief description of the problem you aimed to solve, the solution you implemented, and the results or impact of your work. Explain how and why you made certain decisions during project development. Including your methodology can provide valuable insights for potential employers.
• Focus on outcomes: Showcase the business problems you solved with your projects and discuss the impact your work had on the organization.
• Showcase a range of skills: Include a variety of projects that demonstrate different aspects of your abilities. This not only keeps things interesting but also highlights your versatility.
• Regular updates: A static or stale portfolio can signal a lack of recent activity or ongoing learning. Keep your portfolio fresh by updating it with new projects or improvements on existing ones.

A good portfolio can only get you in the door. You're still going to need to have strong interview performance skills if you want to seal the deal. Here’s how to prepare to present your project work during interviews:

• Tailoring to the audience: Customize your portfolio presentation to align with the job role you're applying for, emphasizing relevant projects and skills. Research the employer and customize your portfolio presentation to demonstrate how your skills align with their needs and values.
• Narrative building: Craft a narrative that ties together the projects in your portfolio. Focus on the challenges you encountered, the solutions you devised, and the impact of your work. This approach showcases your analytical and creative thinking.
• Practice your pitch: Rehearse a concise and compelling presentation of your portfolio. It should highlight your project's objectives, your role, and the tools and technologies used.
• Be ready for questions: Anticipate the kind of questions your portfolio might raise and have clear, confident answers prepared.

Having the right Salesforce portfolio examples available during your job application process provides not only a snapshot of your professional capabilities but also demonstrates your hands-on dedication to mastering Salesforce. By carefully selecting projects that connect with what the employer is looking for, you're able to highlight your expertise and create a compelling narrative that resonates, setting you apart in the competitive job market.

Remember, the road to mastering Salesforce is a personal one, and your portfolio is a reflection of that unique journey. With every project you add to your cloud, showcase your individuality, your growth, and your potential.

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