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Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how to unify customer service process and people on the world’s #1 CRM.
  • Explain how to bring your own telephony to Service Cloud Voice.
  • Describe how to deliver consistent, high-quality service on each job with Work Plans.

Workforce Engagement

Deliver exceptional service by routing work to the best-skilled agents at precisely the right time via intelligent forecasts, omnichannel capacity plans, shift scheduling, and in-stream push training.

Learn more about Workforce Engagement.

Service Cloud Voice Now Available for Partner Telephony

Deliver personalized, consistent, and efficient service with digital telephony for the #1 CRM platform. Connect your existing telephony with your CRM, agent experience, and digital channels.

Learn more about Service Cloud Voice availability for partner telephony.

Work Plans

Empower mobile and back-office workers to deliver consistent, high-quality work on each job. Automatically attach step-by-step guides to work orders based on criteria to streamline and standardize processes.

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What’s in it for you?
  • Get personalized recommendations for your career goals
  • Practice your skills with hands-on challenges and quizzes
  • Track and share your progress with employers
  • Connect to mentorship and career opportunities