Salesforce Implementation - Best Practice

https://salesforcekb.com/2017/01/21/salesforce-service-cloud-implementation-best-practices/

https://trailhead.salesforce.com/en/content/learn/modules/desk-com-to-service-cloud-transition-plan/plan-your-move-to-service-cloud

https://c1.sfdcstatic.com/content/dam/web/en_us/www/images/form/pdf/pdf/state-of-service-e-book-2017.pdf

Implementation Guide
https://help.salesforce.com/servlet/servlet.FileDownload?file=015300000034eqiAAA

service console / case layouts:
1. field case layouts
2. related record components
3. create a quick action
4. add related record components with app builder
https://trailhead.salesforce.com/content/learn/modules/service_trans/service_trans_layout


case feed:
1. standard filters
2. custom filters
3. filters on case layout page
4. create your own customer feed filter
https://trailhead.salesforce.com/content/learn/modules/service_casefeed_basics/service_casefeed_basics_filters?trail_id=service_cloud

how to break down user story in jira
project mgmt to use in jira