ADX261

Service Cloud Consultant

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Want to become a Service Cloud Consultant? Draw on your knowledge and experience as a Salesforce Administrator to design and manage solutions that support your customers’ business processes and requirements through the platform’s various applications. Sign up for Service Cloud Administration and discover how to lead the implementation of scalable, long-term solutions in your customer’s processes, using multiple applications in common scenarios.

Course Highlights

Calendar

14 / 06 / 2021

Location

Virtual or in-person

Schelude

16 hours

Teach

Taught in Spanish. Materials in English

List

Salesforce certified instructors

Group

Small class size

Official
Course
Trailhead Academy Authorized Training Provider

Outcomes

Upon completion of the Service Cloud Administratio, you will be able to:

  • Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow
  • Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
  • Enable entitlements to set up service contracts with milestones
  • Setup the Salesforce Console for Service and to help your support reps work more efficiently
  • Understand the capabilities of CTI interface in the Console
  • Configure online chat with customers using Live Agent
  • Understand and set up Communities

Who is it for?

Service Cloud Administration is a must for experienced administrators who need to configure and maintain the Service Cloud for their organizations.

Requirements

Service Cloud Administration is designed for:

  • Administrators with at least six months experience using Salesforce and/or...
  • Administrators who have completed the Administration Essentials for New Administrators course
  • Administrators with advanced understanding of Salesforce Administration

Content & Methodology

  • Create a support process to meet business requirements
  • Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules
  • Understand Entitlement Management
  • Understand the key concepts of Salesforce Knowledge
  • Complete the features required to deploy Knowledge using article types, data categories and case integration
  • Understand Knowledge Centered Support
  • Define use cases for article type workflow and approval processes
  • Understand the functionality of the Salesforce Console for Service
  • Assign Service Cloud User licenses to users
  • Create a Service Console app
  • Understand and enable Live Agent in the Console
  • Understand the basics of CTI
  • Enable and add the Salesforce Open CTI Demo to the Console
  • Understand the use cases, goals, and setup of Communities
  • Enable Communities in a Salesforce organization
  • Create and customize a Community
  • Create a community dashboard
  • Understand and set up Reputation

Download the brochure of this course

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