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