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+2.000 Punkte
Superbadge

Case Management Specialist Superbadge

Complete the capstone assessment to earn the Case Management Specialist Superbadge

~ 1 Stunde

Case Management Specialist Superbadge

Für diesen Superbadge zu erfüllende Voraussetzungen

  1. Understand the stages of a case from submission to completion.
  2. Describe the fundamentals of dynamic case management.
  3. Review case priority based on channel and case origin.

Für diesen Superbadge abgefragte Konzepte

  • Service Agent Console
  • Case Management
  • Entitlement
  • Case Email
  • Case Routing
  • Macros
  • Omni-Channel
  • Case Feed

Case Management Specialist Superbadge

The Case Management Specialist Superbadge is a Salesforce credential composed of three superbadge units.

  1. Case Lifecycle Superbadge Unit
  2. Case Handling Fundamentals Superbadge Unit
  3. Channel Routing Superbadge Unit

Complete these units to unlock this superbadge, then complete the challenges below to earn the Case Management Specialist Superbadge.


Note

Note

Before you begin the challenges, review Case Management Specialist Superbadge: Trailhead Challenge Help.

Review Superbadge Challenge Help for information about the Salesforce Certification Program and the Superbadge Code of Conduct.

About the Case Lifecycle Superbadge Unit

Case Lifecycle Superbadge Unit Logo

Case Lifecycle Superbadge Unit
Tackle cases in the Service Console by utilizing your expertise as an agent.

Case Lifecycle Help Article


About the Case Handling Fundamentals Superbadge Unit

Case Handling Fundamentals Superbadge Unit Logo

Case Handling Fundamentals Superbadge Unit
Demonstrate proficiency in handling cases and resolving customer issues.

Case Handling Fundamentals Help Article


About the Channel Routing Superbadge Unit

Channel Routing Superbadge Unit Logo

Channel Routing Superbadge Unit
Engage with customers by routing cases based on priority and origin.

Channel Routing Help Article


Become a Case Management Specialist

Once you’ve completed the three superbadge units and the challenges below, you’ll be a bona fide Case Management Specialist!


Note

Note

You do not need a Salesforce org to complete the challenges in this superbadge. You can skip the Ready to Tackle This Superbadge? section below.

Sind Sie bereit, sich an diesem Superbadge zu versuchen?

Sobald Sie die Voraussetzungen erfüllen, wird die Aufgabe für Case Management Specialist Superbadge freigeschaltet.

~ 1 Stunde