Service Cloud Administration is a must for experienced administrators who need to configure and maintain the Service Cloud for their organisations. Using real-world scenarios, this course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, create the Console for Service application, configure the SoftPhone using Open CTI, and set up Live Agent. This course will also teach administrators how to configure a Customer Community.

Intake dates available:

  • 15 - 16 Feb 2022
  • 17 - 18 May 2022
  • 12 - 13 Sept 2022

Duration: 2 days


Leverage Service Cloud to scale yur support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization. Learn how to set up service contracts with milestones and entitlements, set up the Service Console application, add the Softphone Utility to your Lightning Console, and set up Web Chats to provide frictionless customer support. Learn how to configure a Customer Community so you can connect customers to knowledge articles and community members to find answers instantly. 


This course is designed for:

Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Administrators course.


When you complete this course, you will be able to:


Case Escalations and Entitlements
  • Create processes to strealine a support team's workflow and case management.
  • Customise fields, page layouts, and record types for different kinds of support cases. 
  • Define picklist values for each new record type.
  • Create cae assignment rules, queues, and escalation rules to push cases to the appropriate support team at the appropriate time.
  • Create and manage entitlement to customise the lvel of support for each customer.
Salesforce Knowledge
Lightning Service Console
Salesforce Self-Service Communities


Total Fees:

RM 3,599

Time to get ahead of your journey. 


Fees will be reviewed annually. For the avoidance of doubt, Taylor’s reserves the right to revise the fee payable for any given semester.

*Fees exclude additional costs which varies according to programme.