YoVDO

Empower Managers and Agents with Service Cloud

Offered By: Salesforce via Trailhead

Tags

Salesforce Courses Salesforce Service Cloud Courses Customer Service Management Courses

Course Description

Overview

Optimize your service center, answer questions everywhere, resolve cases fast, and delight your customers.
  • Hire, coach, and empower service agents to succeed on any channel.
  • Supercharge your agents with omni-channel tools and an intelligent service platform.
  • Drive profitability with customer self-service, mobile connectivity, and analytics.

Syllabus

  • Contact Center Transformation
    • Build a World-Class Omni-Channel Contact Center Workforce
    • Hire and Coach for Success
    • Get the Most out of Customer Conversations
    • Communicate in Real Time
  • Service Cloud Basics
    • Get to Know the Service Cloud Platform
    • Resolve Cases Faster
    • Deliver Omnichannel Service
    • Learn About the Salesforce Platform Advantage
  • Service Cloud Efficiency
    • Make the Move to Digital Two-Way Messaging
    • Use Mobile to Connect with Your Customers and Your Workforce
    • Deliver Personalized On-Site Service with Field Service
    • Create Self-Service Sites and Portals
    • Use Analytics to Gather Insights and Drive Profitability

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