Ever feel like you’re only scratching the surface of what Service Cloud can do? With Salesforce’s growing list of features and three new releases each year, it’s easy to miss out on tools that could potentially improve your service operations. And let’s be honest – keeping up with everything Salesforce offers can feel like a full-time job in itself.
If you haven’t heard of My Service Journey yet, keep reading! This is not another setup wizard or a dense help doc – rather, it’s more like a discovery tool designed to help you uncover what’s possible with Service Cloud based on your current setup and business needs. You could be chasing quick wins or planning long-term improvements, and My Service Journey can definitely help by acting as your personalized roadmap to getting more value from the platform.
In this article, we’ll explore what My Service Journey is, its key benefits, and how you can use it to make the most out of Service Cloud.
What Is My Service Journey?
At its core, My Service Journey is a guided feature discovery tool built right into Salesforce. If you’re familiar with Salesforce’s Service Setup Assistant and Optimizer, it’s a bit similar to both. It’s accessible via the App Launcher and is designed to help you navigate the full range of Service Cloud capabilities.
Unlike traditional setup pages, My Service Journey isn’t about configuration. Instead, it answers the question: What else can we be using? You’ll find a curated list of Service Cloud features (called “capabilities”) organized according to business focus, edition availability, and ease of implementation. This is what makes its suggestions tailored specifically for your org! It’s a straightforward, visual way to explore what’s possible, assess what fits your goals, and take action – all at your own pace.
Why It Matters: Benefits of My Service Journey
With so many features hidden in plain sight, it’s not uncommon for organizations to underuse Service Cloud – or to stick with traditional, legacy processes simply because they don’t know there’s a better way. My Service Journey can change that. By bringing light and clarity to what’s available and relevant to your goals, it can make maximizing the value of your business easier to do and implement.
If you’re an experienced admin, this can also open up a practical way to uncover new opportunities without endlessly digging through release notes. Here’s a list of benefits that will push you to try this tool out:
- Discover Relevant Features Faster: Service Cloud features in this tool are called “capabilities”, and they can be sorted or filtered out according to business goals, edition, or the newest release.
- Identify Quick Wins: Features with low implementation effort are highlighted so you can take immediate action on capabilities that can be applied to your business ASAP.
- Plan With Purpose: Use the Journey Map to visualize progress across phases of setting up Service Cloud. If the four phases include awareness, planning, implementation, and optimization, we can say that My Service Journey assists with the awareness and planning phases.
- Support Team Collaboration: When you know what features you need, and how to implement them, it becomes easier to save or share these capabilities with stakeholders so that everyone is aligned on the next steps to take.
- Drive Long-Term ROI: Uncovering underused tools can reduce costs, save time, and ultimately improve customer satisfaction.
- Keep Pace With Innovation: While diving into lengthy release notes or scouring Salesforce help docs isn’t all that bad, it can definitely be overwhelming, and you might miss key features along the way. Having a tool that lays out exactly what’s available can help you keep up with innovation effortlessly.
Using My Service Journey
To get started, click the nine-dot grid on the upper left to launch your App Launcher. Search for “My Service Journey” and click it. This should take you to Journey Home.
From here, you can choose to go to the Capability Navigator or the Journey Map. Let’s explore the Capability Navigator first…
Capability Navigator
Capabilities can be filtered with the help of categories: business goals, statuses, and edition. Other filters also include Einstein (which displays AI-related features), quick win (capabilities with no or low implementation barriers), pilot, and latest release.
Without any filters, I see a total of 165 capabilities available for me to apply to my org. But let’s say I want to focus on features that improve productivity and are easy to implement – a great place to start if you’re short on time but looking for impact.
With just those two filters, the list narrowed down to 38 capabilities. On the left-hand side, we see the Service Area, which helps you zero in on the part of your support process you want to enhance. Just click on a section to expand it because each one has more subcategories that break things down even further.
Let’s move on to the actual capabilities. Say I want to see what I can do for my org in terms of automation in managing cases. By selecting that option on the left, My Service Journey displays three feature suggestions for me to evaluate.
Click a capability to expand its details, which should then appear on the right side. This view includes the feature, a short description, its category tagging, and licensing.
This summarized view gives you a quick sense of whether a capability aligns with your service process. I know it’s not enough to influence a final decision on its own, so you can click the “View Full Details” button for a deeper dive via Service Capability one-pagers. The content of these includes key considerations, usage tips, best practices, and direct Salesforce Help or Trailhead resource links to help you evaluate how it might fit into your org.
You can also track your progress on implementation by setting a status for each capability or marking it as a favorite. You can even tag a feature as “Not Interested”! If a capability interests you and you start moving it along for implementation, updating the status helps you stay organized and makes it easier to filter later on. Clicking the star button marks the capability as a favorite, so in the future, you can revisit your shortlist from the Favorites tab.
Set a regular time (like every quarter or every month) to revisit My Service Journey. Since Salesforce doesn’t get tired of letting new features out on every release, you can count on discovering newly added capabilities every now and then.
Journey Map
One of the special features in My Service Journey is the Journey Map – a visual guide that lays out your potential course through Service Cloud’s capabilities. Instead of overwhelming you with a long list, the map catalogs features according to three progressive phases: Foundation, Optimize, and Elevate.
Each phase represents a different stage in service maturity. Foundation covers the basics like case setup or knowledge management. Optimize builds on that with tools that enhance productivity and make the user experience more efficient. Elevate includes advanced features designed to deliver a next-level experience – think automation, AI, and self-service solutions. These capabilities typically require more customization, but are still declarative, meaning you don’t have to code to get started.
The Journey Map aims to help you achieve specific business outcomes, so start by selecting your business goal from the filters. By default, not selecting a specific goal should display all suggested capabilities. Currently, the map offers two key business goals: Increase Self-Service and Improve Productivity. Each capability is tagged based on how it supports one (or both!) of these outcomes, helping you align your implementation with high-impact results.
Similar to the Capability Navigator, you can also filter the map according to status. Capabilities are grouped differently here, though. Aside from relating them to the three stages of service maturity, they are also grouped depending on focus. For example, capabilities relating to Agentforce Service Agents are on a different row than capabilities that facilitate collaboration.
Clicking an initiative shows its details on the right-hand side. Here’s where you see its classification as well as related capabilities that open up the one-pagers we mentioned earlier.
As you progress with every initiative, make sure to update the status to keep tabs on which initiatives are planned, in progress, or completed. That way, you can use the statuses filter to manage your journey map implementation and progress more effectively. I feel the Journey Map is better at providing that sense of satisfaction and fulfillment whenever you “Complete” more service capabilities for your org!
Final Thoughts
My Service Journey is still a fairly new, yet powerful, tool for uncovering what’s possible with Service Cloud. If you’re looking for a way to boost transparency, customer trust, and service efficiency, My Service Journey makes that all possible using the tools already available in your org. You just have to set them up! It’s a low-effort but high-impact way to get the most out of Service Cloud and boost your service process.
Have you been using My Service Journey since its release? Let us know in the comments!
