The Service Cloud Data Model

Service CloudThe Service Cloud Data ModelA guided tour of the objects behind Service Cloud: Case and its children, email, case teams, entitlements, service contracts, assets, Knowledge, Messaging, Voice and Omni-Channel work records, with the licensing that unlocks them and the SOQL you will write against them every day.Intermediate · about 70 minutesWhat you will learn

Draw the Service Cloud entity-relationship model from memory and explain how Case connects to Account, Contact, Asset and Entitlement

Explain how Case status, IsClosed and the CaseStatus metadata interact

Distinguish CaseComment, EmailMessage, FeedItem and CaseHistory and know when each is created

Model support coverage with ServiceContract, ContractLineItem, Entitlement and Asset

Recognise the channel objects (MessagingSession, VoiceCall, AgentWork) and the licences that enable them

Write efficient, user-mode SOQL across the service object graph

Contents

The big picture

Case: the anatomy of a support request

The conversation: comments, emails, feed and history

People on the case: teams and contact roles

Commitments: entitlements, service contracts and assets

Knowledge on the case

The channel and work objects

How Service ties to Sales and the rest of the platform

Licences and feature licences

SOQL across the service graph

Worked example: a Case 360 Apex service

Best practices

Common pitfalls

Hands-on exercises

Key takeaways