Service Cloud Essentials for Agents

OVERVIEW
Salesforce Service Cloud assists support agents with their daily activities,
from collaborating with other agents to logging and resolving cases. In this
interactive course, support agents will gain hands-on experience using Service
Cloud to share knowledge with each other and with customers, divert cases
by creating self-service resources for customers (including knowledge base
articles), receive cases through a variety of channels (including CTI and social
media), and use a web-based console specifically built for support agents to
manage and resolve cases efficiently.

WHO SHOULD TAKE THIS COURSE?
This course is designed for support agents. No prior knowledge of Salesforce
is needed. However, it is strongly recommended that all students take the
online eLearning course Getting Started: Using the Service Cloud that is
available through Salesforce Help and Training.

WHEN YOU COMPLETE THIS COURSE, YOU WILL BE ABLE TO:
• Help customers resolve their issues using self-service communities
• Learn how to receive customer issues through a variety of channels
including CTI and social media
• View and manage customer information and cases in a single console
• Work with specialized automation tools that are meant to increase agent
productivity
• Collaborate and share knowledge with customers and teammates

Course Outline

Module 1

Service Cloud Overview
• Your Support Team
• Service Cloud Features

Module 2

Cases and Case Channels
• What is a Case?
• Overview of Channels
• Salesforce Communities as a Channel
• Web Chat as a Channel
• Social Customer Service as a Channel

Module 3

Case Assignment
• Case Assignment
• Case Queues
• Case Escalation

Module 4

Get Oriented to the Console
• Overview of the Service Console
• Keyboard Shortcuts in the Service Console

Module 5

Get Oriented to the Console
• Own a Case
• Collaborate on a Case
• Resolve a Case Using Salesforce Knowledge

Module 6

Deflect Cases with Self-Service Options
• Deflect Cases Using Salesforce Knowledge
• Deflect Cases Using Salesforce Communities

Module 7

Send Customer Communications from the Console
• Contact Customers through Email
• Contact Customers by Phone
• Contact Customers through Web Chat
• Contact Customers through Social Media

Module 8

Collaborate Using Chatter
• Collaborate Using Groups and Posts
• Share information about Yourself in a Chatter Profile

Module 9

Boost Productivity with Reporting
• Measure Performance Using Reports and
Dashboards
• Manage Customer Service from your Mobile Device

Training Schedule

Service Cloud Essentials for Agents
2018 - 2019
Training schedule not found.
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