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Section 1: Collaborate Online

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

+100 分
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Trailhead 指南

找到使用 Trailhead 的方式,今天就开始学习。

~5 分钟
+300 分
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Personal Productivity

Stay productive while working from home.

~15 分钟
+300 分
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Best Practices for Working from Home

Stay connected and succeed while working from home.

~20 分钟
+300 分
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Virtual Collaboration

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

~45 分钟
+300 分
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Quip Basics

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

~20 分钟
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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 分钟
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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.

+300 分
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Self-Motivation

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

~15 分钟
+400 分
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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.

~1 小时 25 分钟
+300 分
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The Power of Movement

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

~15 分钟
+200 分
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The Value of Sleep

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

~20 分钟
+300 分
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Communication Skills for Customer Service Agents

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

~20 分钟
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TAKE A BREAK: Follow Service Cloud on Twitter

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

~2 分钟
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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.

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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 分钟
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Communicate in Real Time

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

~10 分钟
+1,600 分
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Service Cloud Agent Productivity

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

~1 小时 30 分钟
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Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700 分
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Salesforce Flow for Service

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

~30 分钟
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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 分钟
+300 分
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Lightning Experience Knowledge 基本信息

用 Lightning Knowledge 创建知识库,提升客户服务。

~20 分钟
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Boost Service User Productivity in Lightning Experience with In-App Guidance

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

+500 分
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Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 分钟
+400 分
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Knowledge 搜索基础

了解搜索在 Salesforce Knowledge 如何工作,自定义您的组织以得到更好的结果。

~1 小时 10 分钟
+300 分
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Einstein Classification Apps for Service

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

~20 分钟
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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 小时
+200 分
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Service Cloud Voice

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

~10 分钟
+300 分
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Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 分钟
+300 分
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Einstein Bot 基础

学习如何通过聊天机器人使客户服务更智能、更轻松。

~30 分钟
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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 分钟