What you'll learn

As #AwesomeAdmins, we are responsible for connecting what we know about Record Types, OmniChannel, Quick Actions, as well as solutions from the AppExchange with the business needs to improve the service experience. In this session, we will review the impact of responsiveness, utilization, personalization, and feedback, four pillars to delivering exceptional service. We will look at crucial service touchpoints and explore tactical options to update your Service Console to Lightning. We will tie each of the four pillars to its implementation in a Lightning Service Console with both native Salesforce functionality and AppExchange solutions.    We start with a review of key service metrics, such as first response time and team utilization, to recognize behaviors our existing console and dashboards promote and reward. From there, we shift our perspective to the customer experience to identify common pain points when dealing with support.    Working hands-on in App Builder, we will design a new Lightning Service Console that improves upon what previously was found in Classic, keeping the customer needs in mind. We will create proper follow-up processes. We will practice a "1-Issue-per-Case" approach to handling and solving cases. We will set up macros and quick actions to give our agents time to personalize interactions. Finally, we will create a system to capture and take action on feedback.    Learn how to engineer your transition to Lightning Service Console by focusing on responsiveness, utilization, and personalization while capturing actionable feedback, exceeding the expectations of your support team and your customers.