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작업

Section 1: Collaborate Online

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

+100포인트
모듈

Trailhead 안내

Trailhead를 둘러보고 즉시 학습을 시작하세요.

~5분
+300포인트
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Personal Productivity

Stay productive while working from home.

~15분
+300포인트
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Best Practices for Working from Home

Stay connected and succeed while working from home.

~20분
+300포인트
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Virtual Collaboration

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

~45분
+300포인트
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Quip Basics

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

~20분
링크

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!

~5분
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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.

+300포인트
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Self-Motivation

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

~15분
+400포인트
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Mindful Living with the Plum Village Monastics

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

~1시간 25분
+300포인트
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The Power of Movement

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

~15분
+200포인트
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The Value of Sleep

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

~20분
+300포인트
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Communication Skills for Customer Service Agents

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

~20분
링크

TAKE A BREAK: Follow Service Cloud on Twitter

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

~2분
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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.

링크

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.

~10분
링크

Communicate in Real Time

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

~10분
+1,600포인트
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Service Cloud Agent Productivity

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

~1시간 30분
링크

Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700포인트
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Salesforce Flow for Service

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

~30분
링크

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

~25분
+300포인트
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Lightning Experience의 Knowledge 기본 사항

Lightning Knowledge를 사용해 기술 자료를 만들어 고객 서비스를 개선하세요.

~20분
링크

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

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

+500포인트
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Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50분
+400포인트
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Knowledge 검색 기초

Salesforce Knowledge의 검색 원리와 조직을 사용자 정의하여 결과를 개선하는 방법에 대해 알아봅니다.

~1시간 10분
+300포인트
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Einstein Classification Apps for Service

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

~20분
링크

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.

~2시간
+200포인트
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Service Cloud Voice

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

~10분
+300포인트
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Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35분
+300포인트
모듈

Einstein Bots 기초

챗봇을 사용하여 고객 서비스를 더 스마트하고 편리하게 만드는 방법에 대해 알아봅니다.

~30분
링크

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.

~5분