Summer ’14 Release – Top 5 Service Cloud & Communities Features

It’s that time again! Summer ’14 release is almost here and after firing up a brand new pre-release org and reading through the notes, here is my take on the top 5 new features for Service Cloud and Communities.

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1. Quick Text is everywhere!
   • Now you can use Quick Text in pretty much every part of the console, whether it’s logging a call, or adding a case comment.
2. Email publisher in Salesforce1
   • Agents and support teams on the go can now respond to cases via email with the Salesforce1 app.
3. Community Templates for Site.com
   • Two new templates for Site.com allow you to quickly stand up a self-service site with knowledge search and basic case management. Not to mention they are both responsive!

4. Next-Gen Knowledge Search (Pilot)
   • Salesforce is offering a new Knowledge search using industry standard Apache Solr, improving over the standard Knowledge search with faster indexing and more relevant results.
5. Questions in Chatter
   • The Q&A functionality from Chatter Answers is now available in regular Chatter Feeds. This means that people can ask questions, instantly see similar questions, and get a “best answer” from another user.

As usual – the release is packed with enhancements and new features for Service Cloud and Communities. What are you looking forward to the most?