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
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
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.
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
Preconfigured Service Cloud Dashboards
Four dashboards preconfigured to deliver actionable insights for your team.
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
Boost Service User Productivity in Lighting Experience with In-App Guidance
Install prompts to increase user adoption of five key Salesforce features.
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.
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.