Service Cloud Administration

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

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OVERVIEW

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.

PREREQUISITES

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.

COURSE BENEFITS

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

Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow
Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
Enable entitlements to set up service contracts with milestones
Setup the Salesforce Console for Service and to help your support reps work more efficiently

Understand the capabilities of CTI interface in the Console
Configure online chat with customers using Live Agent
Understand and set up Communities

LESSONS & TOPICS

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