Service Cloud Administration

OVERVIEW
Service Cloud Administration is a must for experienced administrators who
need to configure and maintain the Service Cloud for their organizations.
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.

WHO SHOULD TAKE THIS COURSE?
Service Cloud Administration 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:
• 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

Course Outline

Module 1

Case Management, Automation, and
Entitlements:

• Create a support process to meet business
requirements
• Extend Salesforce automation to the service and
support environment with web-to-case, workflow
from case comments, case queues, assignment
rules, and escalation rules
• Understand Entitlement Management

Module 2

Salesforce Knowledge:
• Understand the key concepts of Salesforce
Knowledge
• Complete the features required to deploy Knowledge
using article types, data categories and case
integration
• Understand Knowledge Centered Support
• Define use cases for article type workflow and
approval processes

Module 3

Multi-Channel Support in the Console for
Service:

• Understand the functionality of the Salesforce
Console for Service
• Assign Service Cloud User licenses to users
• Create a Service Console app
• Understand and enable Live Agent in the Console
• Understand the basics of CTI
• Enable and add the Salesforce Open CTI Demo to
the Console

Module 4

Salesforce Self-Service Communities:
• Understand the use cases, goals, and setup of
Communities
• Enable Communities in a Salesforce organization
• Create and customize a Community
• Create a community dashboard
• Understand and set up Reputation

Training Schedule

Service Cloud Administration
2018 - 2019
Training schedule not found.
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