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Task

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

+300 points
Module

Organizational Alignment (V2MOM)

Use the V2MOM process to get aligned on goals and strategies across the company.

~55 mins
Link

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

~10 mins
+300 points
Module

Personal Productivity

Stay productive while working from home.

~15 mins
+300 points
Module

Self-Motivation

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

~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
+700 points
Module

Service Metrics

Make better business decisions based on customer service data.

~30 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: Team Wellness and Leading with Empathy

In the following trails, find tools to keep stay well and healthy and lead your team with empathy.

+400 points
Module

Engagement & Retention

Attract and retain talent through daily, consistent engagement.

~1 hr 20 mins
+300 points
Module

Fearless Teaming

Learn how psychological safety and courage help create high-performing teams.

~35 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 Agent Productivity

In the following trails you'll find Service Cloud product tips and strategies to leverage to empower your teams to skill up

+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 Lighting 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
+300 points
Module

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 mins
+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

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 ranging from mental and physical wellness, connecting virtually and assets to help manage service teams

~5 mins
Task

Section 4: Security

In the trails below you'll find how to prevent, respond and recover from cyber attacks and keep data secure.

+500 points
Module

Cyber Hygiene

Practice cyber hygiene to effectively mitigate cyber attacks.

~45 mins
+500 points
Module

Cybersecurity Threat Prevention and Response

Learn how to prevent, respond to, and recover from cyber attacks.

~25 mins