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任务

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

+300 分
模块

Organizational Alignment (V2MOM)

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

~55 分钟
链接

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

~10 分钟
+300 分
模块

Personal Productivity

Stay productive while working from home.

~15 分钟
+300 分
模块

Self-Motivation

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

~15 分钟
+300 分
模块

Best Practices for Working from Home

Stay connected and succeed while working from home.

~20 分钟
+300 分
模块

Virtual Collaboration

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

~45 分钟
+300 分
模块

Quip Basics

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

~20 分钟
+700 分
模块

Service Metrics

Make better business decisions based on customer service data.

~30 分钟
链接

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
任务

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.

+400 分
模块

Engagement & Retention

Attract and retain talent through daily, consistent engagement.

~1 小时 20 分钟
+300 分
模块

Fearless Teaming

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

~35 分钟
+400 分
模块

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
模块

The Power of Movement

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

~15 分钟
+200 分
模块

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
模块

Communication Skills for Customer Service Agents

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

~20 分钟
链接

TAKE A BREAK: Follow Service Cloud on Twitter

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

~2 分钟
任务

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

+1,600 分
模块

Service Cloud Agent Productivity

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

~1 小时 30 分钟
链接

Preconfigured Service Cloud Dashboards

Four dashboards preconfigured to deliver actionable insights for your team.

+700 分
模块

Salesforce Flow for Service

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

~30 分钟
链接

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
模块

Lightning Experience Knowledge 基本信息

用 Lightning Knowledge 创建知识库,提升客户服务。

~20 分钟
链接

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

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

+500 分
模块

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 分钟
+400 分
模块

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
模块

Einstein Classification Apps for Service

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

~20 分钟
链接

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
+300 分
模块

Digital Engagement

Engage with customers on any device to deliver exceptional experiences.

~35 分钟
+200 分
模块

Service Cloud Voice

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

~10 分钟
+300 分
模块

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
链接

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

~5 分钟
任务

Section 4: Security

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

+500 分
模块

网络卫生

执行网络卫生实践以有效缓解网络攻击。

~45 分钟
+500 分
模块

网络安全威胁预防和应对

了解如何预防、应对和从网络攻击中恢复。

~25 分钟