Section 1: Organize your Teams and Collaborate Online
In the following trails you'll find best practices for managing teams and how to drive virtual collaboration
Organizational Alignment (V2MOM)
Use the V2MOM process to get aligned on goals and strategies across the company.
Manage Remote Service Agents
Identify the benefits and obstacles of having remote agents and explain how to effectively hire and manage remote contact center agents
Virtual Collaboration
Learn how to collaborate with distributed teams and manage remote employees.
Quip Basics
Explore how Quip can simplify your team workflow with flexible docs and spreadsheets.
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!
Section 2: Team Wellness and Leading with Empathy
In the following trails, find tools to keep stay well and healthy and lead your team with empathy.
Mindful Living with the Plum Village Monastics
Harness the power of mindfulness to reduce stress and create peace and joy in your day.
The Value of Sleep
Get tips for better, more restorative sleep so you're ready to live your best life.
Communication Skills for Customer Service Agents
Learn effective communication techniques and best practices for engaging with customers.
TAKE A BREAK: Follow Service Cloud on Twitter
Head over to Twitter to make sure you're following Service Cloud!
Section 3: Use the Right Tools to Transform Virtual Agent Productivity
In the following trails you'll find Service Cloud product tips and strategies to leverage to empower your teams to skill up
Service Cloud Agent Productivity
Help your agents work faster and more efficiently in the Service Console.
Preconfigured Service Cloud Dashboards
Four dashboards preconfigured to deliver actionable insights for your team.
Salesforce Flow for Service
Simplify onboarding and guide your agents to resolve cases quickly and consistently.
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
Knowledge Basics for Lightning Experience
Use Lightning Knowledge to create a knowledge base for better customer service.
Boost Service User Productivity in Lighting Experience with In-App Guidance
Install prompts to increase user adoption of five key Salesforce features.
Knowledge-Centered Service with Service Cloud
Handle customer requests using the Knowledge-Centered Service methodology.
Knowledge Search Basics
Learn how search works in Salesforce Knowledge and customize your org for better results.
Einstein Classification Apps for Service
Improve case data with predictive intelligence and save your support agents time.
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.
Service Cloud Voice
Add advanced phone support to your service console to deliver top-notch customer service.
TAKE A BREAK: Check out the Service Insiders Resources
A list of resources ranging from mental and physical wellness, connecting virtually and assets to help manage service teams
Section 4: Security
In the trails below you'll find how to prevent, respond and recover from cyber attacks and keep data secure.
Cybersecurity Threat Prevention and Response
Learn how to prevent, respond to, and recover from cyber attacks.