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Tarea

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 puntos
Módulo

Organizational Alignment (V2MOM)

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

~55 minutos
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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 minutos
+300 puntos
Módulo

Personal Productivity

Stay productive while working from home.

~15 minutos
+300 puntos
Módulo

Self-Motivation

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

~15 minutos
+300 puntos
Módulo

Best Practices for Working from Home

Stay connected and succeed while working from home.

~20 minutos
+300 puntos
Módulo

Virtual Collaboration

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

~45 minutos
+300 puntos
Módulo

Quip Basics

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

~20 minutos
+700 puntos
Módulo

Service Metrics

Make better business decisions based on customer service data.

~30 minutos
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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 minutos
Tarea

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 puntos
Módulo

Engagement & Retention

Attract and retain talent through daily, consistent engagement.

~1 hora 20 minutos
+300 puntos
Módulo

Fearless Teaming

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

~35 minutos
+400 puntos
Módulo

Mindful Living with the Plum Village Monastics

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

~1 hora 25 minutos
+300 puntos
Módulo

The Power of Movement

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

~15 minutos
+200 puntos
Módulo

The Value of Sleep

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

~20 minutos
+300 puntos
Módulo

Communication Skills for Customer Service Agents

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

~20 minutos
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TAKE A BREAK: Follow Service Cloud on Twitter

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

~2 minutos
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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 puntos
Módulo

Productividad de los agentes de Service Cloud

Ayude a sus agentes a trabajar de manera más rápida y eficaz en Service Console.

~1 hora 30 minutos
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Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700 puntos
Módulo

Salesforce Flow for Service

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

~30 minutos
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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 minutos
+300 puntos
Módulo

Conceptos básicos de Knowledge para Lightning Experience

Utilice Lightning Knowledge para crear una base de conocimientos a fin de ofrecer una mejor atención al cliente.

~20 minutos
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Boost Service User Productivity in Lighting Experience with In-App Guidance

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

+500 puntos
Módulo

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 minutos
+400 puntos
Módulo

Knowledge Search Basics

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

~1 hora 10 minutos
+300 puntos
Módulo

Einstein Classification Apps for Service

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

~20 minutos
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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 horas
+300 puntos
Módulo

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 minutos
+200 puntos
Módulo

Service Cloud Voice

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

~10 minutos
+300 puntos
Módulo

Aspectos básicos de los bots de Einstein

Aprenda a hacer que el servicio de atención al cliente sea más inteligente y sencillo con bots de chat.

~30 minutos
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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 minutos
Tarea

Section 4: Security

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

+500 puntos
Módulo

Cyber Hygiene

Practice cyber hygiene to effectively mitigate cyber attacks.

~45 minutos
+500 puntos
Módulo

Cybersecurity Threat Prevention and Response

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

~25 minutos