In your role, you may struggle to bring innovation to your organization, especially if the process involved is already well-defined. Or maybe you just need a way to uncover best practices and additional depth on features and capabilities you already use. These two opportunities are the essence of My Service Journey, a new tool to help you make the most of Service Cloud.
My Service Journey is a new app that helps you maximize your Service Cloud experience and drive business outcomes. It’s a one-stop shop for Service Cloud capability discovery, offering the knowledge, resources, and guidance you need to deliver great service experience and supporting capabilities.
The My Service Journey app helps you discover and access a curated list of Service Cloud features. Whether you’re just getting started or looking to level up your service operations, the app has recommendations on what to do next and what’s included in your licensing edition. As an admin, you’ll have access to setup documentation, Help articles, demo videos, and more — all in one place.
We know that achieving service success is a journey with many phases, including discovery, planning, implementation, and, finally, optimization. Your role is critical to the discovery, planning, and implementation phases, and this new tool will aid you in that process.
At some point in the journey, your teams may hit a roadblock and wonder what they should do next. That’s where My Service Journey comes in, providing discovery and guidance on capabilities that will help achieve business goals.
Here’s a look at three practical ways to take advantage of My Service Journey.
The Service Capabilities Navigator within My Service Journey helps you discover and research the array of capabilities available in Service Cloud. Our Product and Success teams have selected these capabilities to offer the highest impact on business outcomes. Using this navigation tool, you can easily find undiscovered gems and stay up to date on the latest innovations, empowering you to deliver exceptional service experiences to your agents and customers.
Service Capability One-Pagers are consolidated and summarized guides that highlight each specific service capability. They encompass licensing considerations, best practices, implementation considerations, and narratives about customer success. You can also discover links to other resources to continue your learning journey.
After engaging with the one-pagers, you can change the status of each capability. There are options to mark each capability as “Planned”, “In Progress”, or “Completed” so you can track and filter for the capabilities you’ve discovered. Each month, you can revisit My Service Journey, discover newly-added capabilities, and continue the journey of “Completing” more service capabilities for your organization.
With just a few clicks from the App Launcher, you can navigate to the My Service Journey app and begin discovery. This tool will help you stay on top of the latest Service Cloud innovations and ensure your organization is delivering the service as a differentiator. Join the Serviceblazer Community Group to share your feedback about this new tool.
Thank you to Senior Product Marketing Manager Nausheen Najib for her collaboration on this article.
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