Service Cloud Essentials for Managers

OVERVIEW
Salesforce Service Cloud helps support managers establish and maintain
solutions for call center CRM and customer self-service. In this interactive
course, support managers will gain hands-on experience overseeing the
deployment of the Service Cloud to facilitate collaboration among agents
and customers, for customer self-service and case deflection, for multichannel
support of incoming cases, for case management and case workflow
automation, and for support-related analytics and reporting.

WHO SHOULD TAKE THIS COURSE?
This course is designed for professionals who directly or indirectly manage
support teams. 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:
• Advise your Salesforce administrator on how to set up Salesforce Service
Cloud to best meet your team’s needs
• Establish productivity tools using recommended practices to make your
team more efficient and accurate
• Use collaboration tools such as Chatter, Salesforce Knowledge, and
Salesforce Communities to share knowledge and resources among agents
and customers
• Create reports and dashboards to gain insight into your team’s performance

Course Outline

Module 1

Service Cloud Overview
• Your Service Organization
• Service Cloud Overview
• Service Cloud Use Cases

Module 2

Managing the Case Lifecycle from Creation to Closure
• Support Channels
• New Cases
• Existing Cases

Module 3

Knowledge
• Resolve a Case Using Knowledge
• Create a Knowledge Article

Module 4

Automate Case Management
• Case Capture
• Predefined Communication
• Case Assignment and Escalation
• Notification

Module 5

Agent Productivity Tools
• Console for Service
• Live Agent
• Soft Phone

Module 6

Self-Service Support
• Communities

Module 7

Collaborate Using Chatter
• Your Profile
• Chatter Groups

Module 8

Track Your Business with Reporting
• Reports
• Dashboards
• Mobile Reporting in Salesforce1

Training Schedule

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