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Job Role

Admin, Service Careers

Duration

In-Person: 2 Full Day(s)
Virtual: 2 Full Day(s) or 4 Half Day(s)

User Interface

Lightning Experience
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Overview

Who should take this course?


This course is designed for Salesforce Administrators who are responsible for configuring, managing, and maintaining Service Cloud. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, demonstrate a solid understanding of basic Salesforce features and functionality, and have at least six months of experience using Salesforce. This is also a great course for anyone interested in earning their Service Cloud Consultant credential.


When you complete this course, you will be able to:


  • Customize the Salesforce Lightning Service Console application in order to optimize support agent productivity.
  • Implement support case management and automate support processes with queues, assignment rules, and escalation rules.
  • Enable Salesforce Lightning Knowledge to manage the creation, publication, and maintenance of knowledge articles.
  • Manage customer service-level agreements by setting up case Entitlements and Milestones.
  • Identify Softphone Utility capabilities and functionality.
  • Explain how Open Computer-Telephony Integration (CTI) and Service Cloud Voice work.
  • Recommend and administer Flow for Service solutions to address customer business requirements.
  • Build Service Cloud reports and dashboards for call center and operational support activities.

Prework

Prepare for the course with this Trailmix.

Class Registration

Lessons and Topics

Support Case Management

  • Streamline Support Case Management Workflows
  • Identify Needs for Different Support Case Types
  • Customize Support Case Fields, Page Layouts, and Record Types
  • Define Case Status Picklist Values
  • Create Support Case Queues, Assignment Rules, and Escalation Rules
  • Manage Customer Service-Level Agreements with Case Entitlements and Milestones
  • Examine Support Agent Collaboration Options


Lightning Service Console

  • Build a Service Console Application
  • Customize Lightning Record Pages
  • Add Productivity Tools to the Console Utility Bar
  • Create Macros Using Macro Builder
  • Understand Softphone Utility Functionality
  • Explore Open CTI and Service Cloud Voice Telephony


Salesforce Lightning Knowledge

  • Enable Lightning Knowledge
  • Assign Appropriate Knowledge User Licenses
  • Customize Page Layouts and Record Types
  • Manage Sharing Permissions for Knowledge Tools and Processes
  • Create and Manage Knowledge Articles
  • Utilize Knowledge Articles to Manage and Close Cases


Flow for Service

  • Examine Flow for Service Use Cases
  • Explore Flow for Service Cloud
  • Create a Customer Support Flow
  • Escalate Open Tasks on Overdue Cases


Service Cloud Reporting

  • Discover Service Cloud Reports and Dashboards
  • Measure Support Agent Performance
  • Explore Salesforce AppExchange Report Packages