YoVDO

Expand Service Cloud with Digital Engagement

Offered By: Salesforce via Trailhead

Tags

Salesforce Courses Chatbot Courses Customer Service Courses

Course Description

Overview

Engage with customers on their favorite communication platforms.
  • Engage with customers on any device to deliver exceptional experiences.
  • Add advanced phone support to your service console to deliver top-notch customer service.
  • Learn best practices for quickly implementing Service Cloud Voice.
  • Take customer calls by integrating your phone channel and service console.
  • Support customers on their favorite social media platforms.
  • Integrate social media with Social Customer Service.
  • Deliver proactive service to customers over messaging apps.
  • Set up a simple-to-use web chat channel using Embedded Chat in Lightning Experience.
  • Learn how to make customer service smarter and easier with chatbots.
  • Route work to the right agent for the job and get a complete view of your contact center.
  • Extend your native Android or iOS app to include features like knowledge, case management, and chat.
  • Gather insights from customers or employees with surveys.

Syllabus

  • Digital Engagement
    • Learn About Digital Engagement
    • Engage Customers with Service Cloud
    • Plan for Digital Engagement
  • Service Cloud Voice
    • Learn About Service Cloud Voice
    • Plan for Service Cloud Voice
  • Service Cloud Voice Setup: Quick Look
    • Prepare for a Voice Implementation
  • Call Center Integration for Lightning Experience
    • Learn About Salesforce Call Center
    • Define Your Salesforce Call Center
    • Add Users and a Softphone to Salesforce Call Center
  • Social Customer Service
    • Learn About Social Customer Service
    • Prepare for Social Customer Service
    • Turn on Social Customer Service
  • Social Customer Service Strategies
    • Get Started with Social Customer Service
    • Deliver Engaging Social Customer Service
    • Serve Your Customers Effectively with Social Customer Service
    • Take Social Customer Service to the Next Level
  • Outbound Messaging for Service
    • Learn About Outbound Messaging
    • Prepare for Outbound Messaging
    • Turn On Outbound Messaging
  • Web Chat Basics
    • Get Started with Web Chat
    • Add Your Branding to Embedded Chat
    • Create Pre-Chat and Offline Support Forms
    • Check Out More Chat Features
  • Einstein Bots Basics
    • Learn About Einstein Bots
    • Plan Your Bot Content
    • Learn the Prerequisites and Enable Einstein Bots
  • Omni-Channel for Lightning Experience
    • Get Started with Omni-Channel
    • Understand Queue-Based Routing
    • Understand Skills-Based Routing
    • Start Routing with Omni-Channel
    • Monitor Your Contact Center with Omni-Channel Supervisor
  • Embedded Service SDK for Mobile Apps
    • Learn About the SDK
    • Build a Hello World App for iOS
    • Build a Hello World App for Android
  • Survey Basics
    • Prepare for Your First Survey
    • Build Your Survey
    • Add Logic to Your Survey
    • Send Out and Track Your Survey

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