Service Cloud Spring 16 Deep Dive for SEs2016121CBU

2

Release NotesRelease Overview DeckRelease Overview DeckGA5Service Cloud SDO JP

3

4

Spring 16

Lightning ExperienceSOSGASpring 16

Force.com Chatter Plus

5

n GALightning Experience

Lightning Experience IdentityCommunity

API

Lightning Experience RestAPI

Live Agent ChatChat Chat

n SOS Beta

Beta Agent Availability API

Social Customer Service Social Studio AccountE

/

n Force.com Chatter Plus

n

Service Cloud Spring 16

6

GAand

7

AssetsAssets502000Assetsex. 5

8

Spring 16Assets ONIdentityCommunity

9

Live Agent

15

30

10

11

APIAPIx!

disableTabClose

Salesforce Console Integration Toolkit Developers Guide

12

Lightning Experience

13

Lightning Experience/

S1

14

Lightning ExperienceMail-to-Case

S1

-to-

15

Lightning ExperienceSalesforce1 Salesforce1 Lightning Experience

Salesforce1 Lightning Experience

Salesforce1

16

RestAPIWeb-to-CaseRestAPI

Sites Guest Access to the Support APION

17

Live AgentChatChatChatLive Agent

18

Live AgentChat

19

20

BetaSDKSDK

Agent Availability APISOSAPISDK

SOSBeta Service For Apps: Pilot

21

Social Customer ServiceSocial Studio AccountE Social Studio AccountE

Social Studio AccountE

22

Social Customer Service

23

Social Customer ServiceApexApexApex

private void setModeration(SocialPost post){//if we don't automatically create a case, we should flag the post as requiringmoderator review.if(post.parentId == null)post.reviewedStatus = 'Needed';}

5061-65Parent EQUAL TO "" AND ReviewStatus NOT EQUAL TO "ignoreParent EQUAL TO "" AND ReviewStatus EQUAL TO "Needed

Apex

Apex

Apex

http://resources.docs.salesforce.com/200/4/en-us/sfdc/pdf/social_customer_service_impl_guide.pdf

24

Social Customer Service

25

/

26

APIAPI

10

27

n GALightning Experience

Lightning Experience IdentityCommunity

API

Lightning Experience RestAPI

Live Agent ChatChat Chat

n SOS Beta

Beta Agent Availability API

Social Customer Service Social Studio AccountE

/

n Force.com Chatter Plus

n

Service Cloud Spring 16

28

29

30

Force.com Chatter Plus

31

n GALightning Experience

Lightning Experience IdentityCommunity

API

Lightning Experience RestAPI

Live Agent ChatChat Chat

n SOS Beta

Beta Agent Availability API

Social Customer Service Social Studio AccountE

/

n Force.com Chatter Plus

n

Service Cloud Spring 16

32

n

n

n

Thank you