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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

+300포인트
모듈

Organizational Alignment (V2MOM)

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

~55분
링크

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

~10분
+300포인트
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Personal Productivity

Stay productive while working from home.

~15분
+300포인트
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Self-Motivation

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

~15분
+300포인트
모듈

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
+700포인트
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Service Metrics

Make better business decisions based on customer service data.

~30분
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: Team Wellness and Leading with Empathy

In the following trails, find tools to keep stay well and healthy and lead your team with empathy.

+400포인트
모듈

Engagement & Retention

Attract and retain talent through daily, consistent engagement.

~1시간 20분
+300포인트
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Fearless Teaming

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

~35분
+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 Agent Productivity

In the following trails you'll find Service Cloud product tips and strategies to leverage to empower your teams to skill up

+1,600포인트
모듈

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
모듈

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
모듈

Lightning Experience의 Knowledge 기본 사항

Lightning Knowledge를 사용해 기술 자료를 만들어 고객 서비스를 개선하세요.

~20분
링크

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

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

+500포인트
모듈

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50분
+400포인트
모듈

Knowledge 검색 기초

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

~1시간 10분
+300포인트
모듈

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
+300포인트
모듈

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35분
+200포인트
모듈

Service Cloud Voice

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

~10분
+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 ranging from mental and physical wellness, connecting virtually and assets to help manage service teams

~5분
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Section 4: Security

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

+500포인트
모듈

사이버 보안

사이버 보안을 실천하여 사이버 공격을 효과적으로 완화합니다.

~45분
+500포인트
모듈

사이버 보안 위협 예방 및 대응

사이버 공격을 예방, 대응 및 복구하는 방법에 대해 살펴보세요.

~25분