+800 points

Trail

Get Started with Trailhead

Earn badges, have fun, and build your career on Salesforce.

~1 hr 35 mins

Task

Part I: Manage a Contact Center

Start on your service manager career with the basics of Service Cloud.

+300 points

Module

Organizational Alignment (V2MOM)

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

~55 mins

+500 points

Module

Salesforce Customer Service Strategies

Learn how Salesforce uses Service Cloud to deliver great customer service.

~25 mins

+400 points

Module

Contact Center Operations

Optimize agent capacity and create collaborative workplace climates.

~25 mins

+200 points

Module

Team Engagement for Customer Service Managers

Learn how to keep teams engaged through culture, collaboration, and transparency.

~10 mins

+400 points

Module

Customer Retention for Managers

Learn how to coach agents effectively and create your dream service workforce.

~30 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

+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

Communication Skills for Customer Service Agents

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

~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

+500 points

Module

Public Speaking Skills

Create persuasive content, build your audience, and present like a pro.

~1 hr 25 mins

+500 points

Module

Storytelling & Communication

Use storytelling to make your meetings, communications, and presentations more compelling.

~1 hr 15 mins

+400 points

Module

Resume Writing Strategies

Craft a standout resume that helps you land your dream job.

~25 mins

+500 points

Module

Interview Strategies

Prepare for your interview through research and practice.

~30 mins

Task

Part II: Become a Service Leader

Manage up with business acumen.

+2,000 points

Trail

Learn Drucker School MBA Essentials

Discover Peter Drucker's take on management with this MBA-focused curriculum from the Drucker School of Management.

~3 hrs 55 mins

+500 points

Module

Contact Center Leadership for Executives

Learn to lead a contact center in the digital era.

~30 mins

+700 points

Module

Service Metrics

Make better business decisions based on customer service data.

~30 mins

+300 points

Module

Great Management

Explore and develop leadership behaviors within the Salesforce manager framework.

~40 mins

+500 points

Module

Coaching & Feedback

Get practical tools and guidance on coaching your team.

~1 hr 40 mins

+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

+200 points

Module

Artificial Intelligence for Customer Service

See how artificial intelligence is changing customer service, from chatbots to analytics.

~15 mins

+700 points

Module

Salesforce Flow for Service

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

~30 mins

Task

Part III: Cross Train as a Technical Lead

Manage & train teams; optimize Service Cloud implementations.

+1,600 points

Module

Service Cloud Agent Productivity

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

~1 hr 30 mins

+800 points

Module

Service Cloud for Lightning Experience

Set up customer service for your business.

~1 hr 35 mins

+300 points

Module

Knowledge Basics for Lightning Experience

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

~20 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

+500 points

Module

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 mins

+300 points

Module

Einstein Bots Basics

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

~30 mins

+300 points

Module

Einstein Classification Apps for Service

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

~20 mins

+300 points

Module

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 mins

+500 points

Module

Cyber Hygiene

Practice cyber hygiene to effectively mitigate cyber attacks.

~45 mins

Task

Part IV: Accelerate as a Service Cloud Specialist

Hone Service Cloud product expertise with this Superbadge for technical practitioners.

+9,500 points

Superbadge

Service Cloud Specialist

Configure Service Cloud to optimize case management, knowledge sharing, and analytics.

~6 hrs