Service Cloud

Service CloudCases, channels, Omni-Channel routing, entitlements, Knowledge, Messaging, Voice, the Service Console and Field Service.

The Service Cloud Data Model: A 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.

Case Management and Channels: Design the case lifecycle and the channels that feed it: support processes, Email-to-Case with Lightning threading, Web-to-Case, assignment, auto-response and escalation rules, case teams and merge, the case feed tools, plus the Apex you need for inbound email handlers, outbound email and robust Case triggers.

Omni-Channel Routing: How Omni-Channel pushes the right work to the right agent — human or AI: service channels, routing configurations, queue-based vs skills-based routing, presence and capacity, Omni-Channel flows, skills-based routing in Apex with PendingServiceRouting, AgentWork, supervisor tooling, Agentforce routing and escalation, external routing and reporting.

Entitlements, Milestones and Service Contracts: Turn support promises into enforceable SLAs: entitlement management setup, entitlement processes and versions, milestones and their success, warning and violation actions, CaseMilestone, business hours and holidays in Apex, service contracts and contract line items, entitlement templates, automatic entitlement assignment and milestone auto-completion.

Salesforce Knowledge: Lightning Knowledge from a developer's point of view: the Knowledge__kav data model and versioning, the article lifecycle and KbManagement.PublishingService, data categories and visibility, SOQL and SOSL on articles, knowledge search in LWC, attaching articles to cases, Knowledge in Experience Cloud, translation and import, and Knowledge as grounding for Agentforce.

Digital Engagement, Voice and the Service Console: The channels customers use today and the workspace agents use to serve them: Enhanced Chat (formerly Messaging for In-App and Web) and Embedded Service deployments, pre-chat and hidden pre-chat fields, enhanced messaging channels, MessagingSession, Agentforce Service Agent in messaging, Salesforce Voice (formerly Service Cloud Voice), and the Lightning Service Console with the Workspace API, macros, quick text, Actions & Recommendations and AI assistance.

Field Service: Field Service for developers: licensing and the split between core objects and the managed package, the full data model (work orders, service appointments, resources, territories, operating hours, skills, inventory, maintenance plans), scheduling policies and Enhanced Scheduling and Optimization, the Dispatcher Console and mobile app, the FSL Apex scheduling APIs, Agentforce for Field Service, and a worked example that turns a case into a scheduled appointment.

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