Salesforce Service Cloud Features Document

Updated at April 24th, 2025

Objective

The purpose of this document is to describe the potential features supported by the Salesforce Service Cloud platform through Annex Cloud’s customer loyalty module.

Supported Versions

Supported Versions	Certified Versions
Classic	NA
Lightening App	NA

Salesforce Service Cloud Potential Supported Feature List

Below is a list of the potential features supported on Salesforce Service Cloud using Annex Cloud.

Service Cloud Features for Loyalty

Feature Name	Description	Pre-Requisites
Display of Customer’s Loyalty Information Under Case Details in Service Cloud	Displays the following loyalty information directly under the case details in Service Cloud: Loyalty Membership Information Loyalty Points Information Loyalty Tier Information	A support case must be generated for the customer in Service Cloud. Customer must be a member of the loyalty program.
Display of Loyalty Dashboard in Service Cloud.	Displays a comprehensive loyalty dashboard in Service Cloud with the following customer details: Loyalty Profile Information Loyalty Membership Information Loyalty Activity Details Loyalty Points Details	A support case must be generated for the customer in Service Cloud. Customer must be a member of the loyalty program.
Enrolling a Customer in the Loyalty Program from Service Cloud	Customer service representatives can enroll a customer into the loyalty program directly from the loyalty dashboard in Service Cloud.	A support case must be generated for the customer in Service Cloud. Customer must not be a member of the loyalty program.
Removing a Customer from the Loyalty Program from Service Cloud	Customer service representatives can remove a customer from the loyalty program directly from the loyalty dashboard in Service Cloud.	A support case must be generated for the customer in Service Cloud. Customer must be a member of the loyalty program.
Credit or Debit Points from a Customer’s Loyalty Account in Service Cloud	Customer service representatives can credit or debit points to or from the customer’s loyalty account. Customer service representatives must also provide a reason for the adjustment. This action can be done directly from the loyalty dashboard in Service Cloud.	A support case must be generated for the customer in Service Cloud. Customer must be a member of the loyalty program.

Service Console Features for Loyalty

Feature Name	Description	Pre-Requisites
Display Customer Loyalty Information Below Contact Details in Service Console	Displays the following loyalty information below the contact details section in the Service Console: Loyalty Membership Information Loyalty Points Information Tier Information	Customer must have an open support case in Service Cloud. Customer must be a member of the loyalty program.
Display Loyalty Dashboard in Service Console	Displays a loyalty dashboard in the Service Console, which includes: Customer’s Loyalty Profile Details Loyalty Membership Details Loyalty Activity Details Loyalty Points Details	Customer must have an open support case in Service Cloud. Customer must be a member of the loyalty program.
Enrolling a Customer in the Loyalty Program from Service Console	Customer service representatives can enroll a customer into the loyalty program directly from the loyalty dashboard in the Service Console.	Customer must have an open support case in Service Cloud. Customer must not be a member of the loyalty program.
Remove a Customer from the Loyalty Program in Service Console	Customer service representatives can remove a customer from the loyalty program through the loyalty dashboard in the Service Console.	Customer must have an open support case in Service Cloud. Customer must be a member of the loyalty program.
Credit or Debit Points from a Customer's Loyalty Account in Service Console	Customer service representatives can credit or debit loyalty points in a customer’s account via the loyalty dashboard in the Service Console. The CSR is also required to provide the reason for the credit or debit action.	Customer must have an open support case in Service Cloud. Customer must be a member of the loyalty program.

Refer A Friend

Feature Name	Description	Pre-Requisites
Display Customer Details in the Refer a Friend Tab	Customer service representatives can view the following customer details in the Refer a Friend tab within the account section: First Name Last Name Email Address	Customer must be registered and exist in Annex Cloud.
Referring a Friend via Email	Customer service representatives can refer a friend of the customer via email on the customer’s behalf.	Customer must be registered and exist in Annex Cloud.
Referring a Friend Using a Link	Customer service representatives can refer a friend of the customer by sharing a referral link with the customer.	Customer must be registered and exist in Annex Cloud.
Displaying the Referral Status	Customer service representatives can view the following referral details in the Referral Status Table: Email Address: The email address of the customer. Network: The network through which the referral was sent. Status: The current status of the referral.	A referral must have been sent to a friend.

Upcoming Features

Glossary

Terminology	Description
SFSC	Salesforce Sales Cloud
AC	Annex Cloud
Service Cloud	Salesforce Service Cloud Platform
Service Console	Displays multiple cases on one dashboard for support
RAF	Refer A friend