Use the Service Setup Assistant to enable a Service Cloud feature with guided flows and sensible defaults. The steps below show the general path from opening Service Setup to running and verifying a flow.
- Open Service Setup
In Lightning Experience, click the gear icon in the top right and choose Service Setup. This is a separate area from the standard Setup menu and is where the assistant surfaces its recommended flows.
- Pick a recommended flow
Review the suggested setup flows on the Service Setup home page. They adapt to what the org has already configured. If the feature you want is not listed, click View All to see the complete catalog of available flows.
- Run the guided flow
Click into the flow and follow the on-screen prompts. The assistant enables the feature and creates supporting metadata such as default queues, permission sets, and page layouts so the feature works right away.
- Add reps and a support email
For a new contact center, add your service reps and enter a support email address early. These two inputs let the org start handling cases as soon as the channel flows are enabled.
- Review and refine the defaults
Open the relevant per-feature Setup page and adjust what the flow created. Swap in business-specific fields, set the right queue membership, and tighten any auto-generated permission sets before going live.
Converts inbound support email into Case records and creates the routing and default queue the channel needs.
Enables reusable text snippets so agents reply faster with consistent wording.
Turns on capacity-based routing that pushes cases and other work items to available agents.
Stands up an article base for agents and a self-service Help Center for customers.
- The assistant is non-intrusive: existing configuration is not overwritten, but each flow still adds metadata that persists, so run flows deliberately rather than exploring every option.
- Generated defaults are starting points. Auto-created permission sets can grant more access than your team needs, so review them before rollout.
- For a significant Service Cloud rollout, run flows in a sandbox first to inspect exactly what gets created before repeating the steps in production.
- After initial enablement, switch to the per-feature Setup pages for ongoing maintenance; the guided flows are built for first-time setup, not day-to-day tuning.