After completing this unit, you’ll be able to:

• Identify the objects your teams will use in Service Cloud.
• Identify changes you can make to standard fields to set up Service Cloud for your team.

As agents work with customers, it’s important to capture all the info that helps them close cases. This empowers your team to solve customer challenges and provides clear data to report on. Standard objects give you a ready-made place to collect the data that our most successful customers track.

Let’s take a look at three standard objects in Service Cloud.

Contacts represent the customers your agents work with. Contacts are a great way to capture information that helps your agents give customers a personalized experience.