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Task

Section 1: Collaborate Online

In the following trails you'll find best practices for virtual collaboration and working across your team.

+100 points
Module

Your Guide to Trailhead

Find your way around Trailhead and start learning today.

~5 mins
+300 points
Module

Personal Productivity

Stay productive while working from home.

~15 mins
+300 points
Module

Best Practices for Working from Home

Stay connected and succeed while working from home.

~20 mins
+300 points
Module

Virtual Collaboration

Learn how to collaborate with distributed teams and manage remote employees.

~45 mins
+300 points
Module

Quip Basics

Explore how Quip can simplify your team workflow with flexible docs and spreadsheets.

~20 mins
Link

TAKE A BREAK: Join the Service Insider Community

Join the Service Insider community where you can connect with other service professionals. Sign in and introduce yourself!

~5 mins
Task

Section 2: Wellness and Leading with Empathy

In the following trails, find tools to keep stay well and healthy and lead in all things with empathy.

+300 points
Module

Self-Motivation

Learn how to get focused, build healthy habits, and be mindful.

~15 mins
+400 points
Module

Mindful Living with the Plum Village Monastics

Harness the power of mindfulness to reduce stress and create peace and joy in your day.

~1 hr 25 mins
+300 points
Module

The Power of Movement

Integrate movement into your day to keep your body and mind healthy.

~15 mins
+200 points
Module

The Value of Sleep

Get tips for better, more restorative sleep so you're ready to live your best life.

~20 mins
+300 points
Module

Communication Skills for Customer Service Agents

Learn effective communication techniques and best practices for engaging with customers.

~20 mins
Link

TAKE A BREAK: Follow Service Cloud on Twitter

Head over to Twitter to make sure you're following Service Cloud!

~2 mins
Task

Section 3: Use the Right Tools to Transform Virtual Productivity

In the following trails you'll find Service Cloud product tips and strategies that you can leverage to be more agile and productive.

Link

Get the Most out of Customer Conversations

Explain the customer’s journey to get their problem solved and the proper tools that agents require to service customers efficiently.

~10 mins
Link

Communicate in Real Time

Describe the tools and soft skills agents need to effectively communicate via SMS, mobile, and social interactions.

~10 mins
+1,600 points
Module

Service Cloud Agent Productivity

Help your agents work faster and more efficiently in the Service Console.

~1 hr 30 mins
Link

Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700 points
Module

Salesforce Flow for Service

Simplify onboarding and guide your agents to resolve cases quickly and consistently.

~30 mins
Link

Make and Track Calls with Lightning Dialer

After completing this module, you’ll be able to: Describe Lightning Dialer features, Create a call list, Use Lightning Dialer voicemail drop

~25 mins
+300 points
Module

Knowledge Basics for Lightning Experience

Use Lightning Knowledge to create a knowledge base for better customer service.

~20 mins
Link

Boost Service User Productivity in Lightning Experience with In-App Guidance

Install prompts to increase user adoption of five key Salesforce features.

+500 points
Module

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 mins
+400 points
Module

Knowledge Search Basics

Learn how search works in Salesforce Knowledge and customize your org for better results.

~1 hr 10 mins
+300 points
Module

Einstein Classification Apps for Service

Improve case data with predictive intelligence and save your support agents time.

~20 mins
Link

How To Webinar: Service Cloud - Automate Your Case Management

Service Cloud experts will help you understand how to turn case assignments and escalation into a productivity tool.

~2 hrs
+200 points
Module

Service Cloud Voice

Add advanced phone support to your service console to deliver top-notch customer service.

~10 mins
+300 points
Module

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 mins
+300 points
Module

Einstein Bots Basics

Learn how to make customer service smarter and easier with chatbots.

~30 mins
Link

TAKE A BREAK: Check out the Service Insiders Resources

A list of resources to help you and your team stay mentally and physically strong in a time of crises, as well as productivity tools.

~5 mins