Salesforce.com Inc. on Thursday updated its Service Cloud with new capabilities that make it easier for users to customize and extend the platform across their organizations and implement personalized customer service campaigns.

Salesforce’s Service Cloud is a customer relationship management platform that allows users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents.

With the update, Service Cloud now features an out-of-the-box setup experience so users can deploy service flows more easily. The update also delivers a new batch of Lightning-ready partner applications for Service Cloud’s app builder feature. The update also introduces drag-and-drop functionality for moving Lighting Components into Service Cloud.

Another useful new feature in the update is a visual dashboard that shows ongoing customer service cases. The idea is that agents can view all of their outstanding cases in one place, so as to better prioritize them. The dashboard also enables federated search so agents can find records more quickly, a macro building to create reusable macros for dealing with common customer service requests, and a new 360-degree customer view that lists all previous interactions with each customer.

“The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them — delivering truly differentiated service to their customers,” said Mike Rosenbaum, Salesforce’s executive vice president of CRM Apps.

Salesforce pushed out its last big update for Service Cloud in February, introducing Service Cloud Einstein, which is an enhanced version of the platform sporting artificial intelligence capabilities.

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