Salesforce Administration: Service and Support Applications

This course will teach you how to administer Salesforce Service Cloud, allowing you to solve the challenges that a support organization faces. You'll learn how to configure the objects and features that enable a productive service organization.

Salesforce Service Cloud is one of the key Salesforce Clouds and leaders of the market, allowing companies worldwide to streamline and optimize their service departments. In this course, Salesforce Administration: Service and Support Applications, you’ll learn to administer and maintain the service and support features of a Salesforce Service Cloud organization. First, you’ll discover the important features that make up the Service Cloud and how they work together to enable a great agent experience. Next, you’ll explore how to design the proper workflows in Service Cloud to identify and track the different types of requests your company deals with by using record types and service processes. Finally, you’ll learn how to automate the assignment of service requests by leveraging auto-assignment rules, omni-channel, and channel integrations. When you’re finished with this course, you’ll have the skills and knowledge of Service Cloud needed to administer your Service Cloud organization with success, making your users lives easier.

• Course Overview 1min
• Introduction to Service and Support in Salesforce 19mins
• Designing Service Processes in Salesforce Service Cloud 17mins
• Case Assignment in Salesforce Service Cloud 46mins
• Integrating Channels in Salesforce Service Cloud 31mins
• Prioritizing Work in Salesforce Service Cloud 41mins