Modules and projects (10)
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Get Started with Service Cloud~ 20 mins
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Automate Case Management~ 30 mins
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Create Channels for Customers~ 30 mins
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Configure a Salesforce Console~ 40 mins
Service Console Customization
Customize the Service Console to increase agent productivity and make your customers love you.
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Plan a Console for Support Agents~ 25 mins
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Set Up Pinned Lists for Agents~ 20 mins
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Push Notifications to Agents~ 25 mins
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Customize Keyboard Shortcuts for Agents~ 25 mins
Case Feed
Gain instant visibility into the timeline of a support case with a flexible, feed-based
layout.
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Using Case Feed to Resolve Cases~ 20 mins
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Creating Professional Emails in the Feed~ 30 mins
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Using Feed Filters to Manage Your Feed~ 25 mins
Omni-Channel Basics
Unify your channels and manage your agent capacity with Omni-Channel and routing
rules.
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Get to Know Omni-Channel~ 10 mins
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Start Routing with Omni-Channel~ 20 mins
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Customize Omni-Channel for Your Needs~ 15 mins
Entitlement Management
Deliver on the promise of great service to your customers with rules you
create.
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Getting Started with Entitlements~ 30 mins
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Setting Up Required Support Steps~ 30 mins
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Using Entitlements in Customer Cases~ 15 mins
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Get Started with Call Center~ 10 mins
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Define Your Call Center~ 15 mins
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Add Users to Your Call Center~ 10 mins
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Get Started with Community Cloud~ 10 mins
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Engage with Your Customers~ 15 mins
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Engage with Your Partners~ 15 mins
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Engage with Your Employees~ 15 mins
Knowledge Basics
Help employees and customers find answers fast with an online, searchable knowledge base.
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Get Started with Knowledge~ 15 mins
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Plan Your Knowledge Base~ 15 mins
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Enable Salesforce Knowledge~ 15 mins
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Build Your Knowledge Base~ 30 mins
Knowledge Search Basics
Learn how search works in Salesforce Knowledge and customize
search in your org for better results.
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Search in Salesforce Knowledge~ 15 mins
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Choose the Best Search Options~ 15 mins
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Set Up Search Customizations~ 20 mins
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Make Better Decisions with Analytics~ 20 mins
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Take a Tour of Lightning Service~ 15 mins
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Administer Lightning Service~ 20 mins
