In this chapter, we learned how to empower our service support. Lightning Knowledge can be used to create a KB that can help internal agents speed up case resolution or even allow customers and partners to self-service their support needs (allowing agents to spend more time on more complex tasks).

Omni-Channel lets agents concentrate on case resolution rather than deciding on whether an incoming request can or cannot be handled (and if they have the required skills to solve it). With the Live Agent, customers are directly linked to agents using the live chat, thus delivering a real-time service experience.

Finally, we talked about entitlements, which relate your customers to the proper service level agreements. With entitlement processes, no agent will ever lose a case resolution time constraint.

In the next chapter, we'll talk about data and content management.