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The spring 2017 release of Salesforce Service Cloud adds several new features and evolutions of existing ones, all designed to enable better communication between businesses and their customers.


  • The new modules add considerable value to Service Cloud and will continue to do so as more services are made available; the utility and flexibility added by Field Service Lightning alone would be noteworthy. The perennial question remains how to balance the value of these features against their subscription cost.

Features and Benefits

  • Identify the new features in Salesforce Service Cloud.
  • Assess the value added to Salesforce.

Key questions answered

  • What features were added to Salesforce Service Cloud in the spring 2017 update?
  • How will these new capabilities benefit Salesforce customers?

Table of contents

Ovum view

  • Summary
  • LiveMessage connects social text to customer service
  • Snap-in chat simplifies deployment
  • Field Service Lightning remembers the offline world
  • Bottom line for Salesforce users: more possibilities, at a price


  • Further reading
  • Author

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