Service Cloud Discovery has its own workshops and emphasis.
Stage 1: Customer journey mapping
- How do customers find support today? Phone, email, chat, portal, social?
- What's the journey from "I have a problem" to "I'm satisfied"?
- Pain points at each step.
Stage 2: Channel strategy
- Which channels are in scope? Phone (CTI integration), email, chat, social, web form, mobile, in-app?
- Volume per channel.
- Skill / language coverage required.
Stage 3: Case taxonomy
- Case types (Question, Bug, Request, Complaint).
- Categories / subcategories.
- Priority/severity matrix.
- Routing logic per type.
Stage 4: Routing & assignment
- Skills and capacity per agent.
- Assignment rules vs Omni-Channel.
- Queue structure.
- Escalation criteria and SLA targets.
Stage 5: Service Console design
- What information does an agent need? Customer 360, history, knowledge.
- Macros and Quick Text for repetitive responses.
- Utility bar configuration.
- Mobile vs desktop experience.
Stage 6: Knowledge management
- Article structure: types, categories, fields.
- Authoring workflow: who creates, reviews, publishes.
- Self-service exposure (Experience Cloud).
- Article-to-case linking.
Stage 7: SLA / Entitlements
- Service contracts and entitlements per customer.
- Business Hours per region.
- Milestones (first response, resolution).
- Escalation rules.
Stage 8: Integrations
- CTI / phone system.
- Knowledge sources (existing wiki, KB).
- CRM / ERP for customer data.
- Service Analytics / external BI.
Stage 9: Self-service
- Experience Cloud portal.
- Einstein Bots (chatbot for common queries).
- Article search.
Stage 10: AI / Automation
- Einstein Case Classification.
- Einstein Article Recommendations.
- Auto-summarisation.
- Predictive routing.
Stage 11: Reporting & KPIs
- AHT (Average Handle Time), FCR (First Contact Resolution), CSAT, SLA attainment, Volume by channel.
- Manager dashboards and real-time queues.
Stage 12: Field Service (if applicable)
- Mobile workforce, dispatching, work orders.
A senior Service Cloud consultant probes early: agents-vs-self-service ratio, peak vs average volume, regulatory constraints (HIPAA, PCI). These shape architecture significantly.