Welcome back to part 2 of my blog series about Service Cloud! In the first entry we covered the Service Cloud basics like Case Management, Service Console, Email-to-Case & Knowledge Management. 

In this blogpost, we’ll start easy and climb our way up to some more advanced topics of Service Cloud. Keep on reading if you’re regularly asking yourself these questions:

  • Did you implement Service Cloud already and do you want to increase the productivity of your service agents? 
  • Are you looking for better and faster communication with your customers? 
  • Are you curious about the different possibilities that Service Cloud has to offer? 

Let’s get started!

Quick Text

Quick Text is a great way to standardize the answers given by your support agents and ensures the interaction with customers runs smoothly. It gives you the ability to create predefined messages that can be used in different places, like chatter posts, emails to the customer, chat in the service console and so on. 

Quick Text is enabled by default in all orgs. You can find this back in Setup > Quick Text Settings. You can define who is able to create, edit and/or use Quick Text records. We recommend to do this by assigning specific Permission Sets.

As soon as some Quick Text records have been created from the Quick Text Tab, these can be used by anyone that has access to Quick Text. On places where Quick Text can be used, for example, after clicking ‘New Event’, you will see an icon showing up:

You can either choose to click that icon or you can use Ctrl + . for Windows or Cmd + . for macOS. In either way, an overview of the Quick Text possibilities will be shown where you can choose which one to insert. Click this link to see this functionality in action (credits go to JenWLee)

As you can see, it is possible to use merge fields, to make sure the right information from the related object (here, the Case object) is added. The use of Quick Text can already significantly reduce the time support agents spend on cases, don’t you agree?


If your service employees often need to perform a series of repetitive tasks, macros might come to the rescue. A macro is a set of instructions that tells the system how to complete a task. This can for example perform the following actions: change the owner of a case, send an email to the customer and update the case status, all in a single click. When running a macro, the system performs the different instructions on the open record. A macro can be launched from the app’s utility bar at the bottom of the screen.

Imagine, for example, a hardware company where customers report damage to one of their devices. To be able to check whether they are covered by their insurance, pictures of the damage are needed. Therefore, a macro will be created that contains the email to provide proof of the damage and update the Case Status to ‘Awaiting Feedback from Customer’. That way, the service agents don’t need to do this over and over again.

See this short video on how macros can be set-up and how it looks like in the service console to run a macro:

You can decide to have the macros created by an administrator or you can allow all service users to create their own macros by giving them the right permission set.


As technology is getting more sophisticated, the offered customer support should evolve with it. The Omni-Channel set-up ensures customers can be assisted through their preferred channel and service agents can respond real-time, from a single platform. Have a look at the extensive list of channels that Salesforce supports:

  • Phone
  • Text/SMS
  • Email
  • Websites
  • Chat
  • Mobile Apps
  • Social Media
  • (Self-Service) Community 
  • Two-way Video Chat

You might be wondering how Omni-Channel would make the life of your service agents easier. That’s where automatic routing comes into play. Omni-Channel gathers incoming customer inquiries and routes them to the most qualified, available support agents using the routing criteria that you define. There are two different types of routing: Queue- and Skills- based Routing. An overview of the differences between both is listed below.

Type of routing: Queue-based

How it works
You assign agents to queues, which typically represent a single skill. Omni-Channel assigns work items to a queue and then pushes work items to an agent who is a member of that queue.

Best Use Case
Best for smaller organizations that support a limited number of products.

Type of routing: Skills-based

How it works
You assign skills to agents and required skills to work item types. Omni-Channel matches work items to agents who possess all the required skills.

Best Use Case
Best for larger organizations that:

  • Have many agents that support many products.
  • Support products that require complex skill sets.
  • Support customers in many countries or across multiple languages.

And with that explained, we can wrap up this second blog post about Salesforce Service Cloud! In case you would like more information on any of the above mentioned topics,  please let us know and we’ll be more than happy to explain this in more detail.

Happy trailblazing!