The New Features of Service Cloud in Salesforce.com Summer 16 include the enancements in Field Service, Console Changes, Social Customer services and some other minor changes. Salesforce.com is now releasing most of the new improvements in Lightning version only and hence most of the new features are released only in Lightning.
Here are some of the major changes to Service Cloud in Salesforce.com Summer 16 release:
Field Service Enhancements
Field service was released in previous version. Now additional features have been released for Field Service:
- Knowledge articles can be added to Work Orders
- Field Service Lightning is now GA. In this a dynamic scheduling console with smart scheduling capability based on technician skill level, travel time, location, and other service factors can be made
- Milestones on Work Orders can be created which will help you link entitlements to work orders. (Available only in Lightning Experience)
- Work Order Hierarchy can be created
