Dive Into Service Cloud for Salesforce Admins
Offered By: Salesforce via Trailhead
Course Description
Overview
Learn about core Service Cloud features.
- Set up customer service for your business.
- Use Lightning Knowledge to create a knowledge base for better customer service.
- Create a customized app to help support agents efficiently manage cases.
- Streamline workflow and improve productivity with new processes, record types, and rules.
Syllabus
- Service Cloud for Lightning Experience
- Begin Your Customer Service Journey
- Administer Service Cloud
- Automate Case Management
- Create Digital Engagement on Multiple Channels
- Knowledge Basics for Lightning Experience
- Get Started with Lightning Knowledge
- Prepare Your Salesforce Knowledge Base
- Set Up a Simple Knowledge Base
- Set Up the Service Console
- Set Up the Lightning Service Console
- Customize Your Lightning Service Console Pages
- Add the Softphone Utility to Your App
- Set Up Web Chats for Your Console
- Create a Process for Managing Support Cases
- Create Support Processes
- Create Record Types
- Create an Escalation Rule
Tags
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