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Attività

Section 1: Collaborate Online

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

+100 punti
Modulo

Come muoversi in Trailhead

Scopri come orientarti in Trailhead e comincia subito a imparare.

~5 minuti
+300 punti
Modulo

Personal Productivity

Stay productive while working from home.

~15 minuti
+300 punti
Modulo

Best Practices for Working from Home

Stay connected and succeed while working from home.

~20 minuti
+300 punti
Modulo

Virtual Collaboration

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

~45 minuti
+300 punti
Modulo

Quip Basics

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

~20 minuti
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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 minuti
Attività

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 punti
Modulo

Self-Motivation

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

~15 minuti
+400 punti
Modulo

Mindful Living with the Plum Village Monastics

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

~1 ora 25 minuti
+300 punti
Modulo

The Power of Movement

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

~15 minuti
+200 punti
Modulo

The Value of Sleep

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

~20 minuti
+300 punti
Modulo

Communication Skills for Customer Service Agents

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

~20 minuti
Link

TAKE A BREAK: Follow Service Cloud on Twitter

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

~2 minuti
Attività

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 minuti
Link

Communicate in Real Time

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

~10 minuti
+1.600 punti
Modulo

Service Cloud Agent Productivity

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

~1 ora 30 minuti
Link

Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700 punti
Modulo

Salesforce Flow for Service

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

~30 minuti
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 minuti
+300 punti
Modulo

Nozioni di base su Knowledge per Lightning Experience

Utilizza Lightning Knowledge per creare una Knowledge Base e ottimizzare l'Assistenza clienti.

~20 minuti
Link

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

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

+500 punti
Modulo

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 minuti
+400 punti
Modulo

Knowledge Search Basics

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

~1 ora 10 minuti
+300 punti
Modulo

Einstein Classification Apps for Service

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

~20 minuti
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 ore
+200 punti
Modulo

Service Cloud Voice

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

~10 minuti
+300 punti
Modulo

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 minuti
+300 punti
Modulo

Einstein Bots Basics

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

~30 minuti
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 minuti