Service Cloud Essentials for Executives

OVERVIEW
Salesforce Service Cloud is an SaaS solution for call center CRM and customer
self-service that increases customer loyalty, retention, and satisfaction. In this
interactive course, support executives will gain hands-on experience on how
to leverage Service Cloud to offer customers a variety of choices in how they
interact with your company, provide productivity tools to your team to make
them more efficient and accurate, reduce time spent on manual processes
such as case management, leverage your teams’ collective knowledge and
experience, and gain insights from data to drive strategic business decisions.

WHO SHOULD TAKE THIS COURSE?
This course is designed for executives who direct customer service initiatives
and support teams for their companies.

WHEN YOU COMPLETE THIS COURSE, YOU WILL BE ABLE TO:
• Describe how Service Cloud allows you to offer customers a variety of
channels with which they can interact with your company
• Describe how Service Cloud allows you to provide collaboration,
productivity, and efficiency tools for all members of your support team
• Describe how Service Cloud can help you leverage the social web via
customer-centric, online support communities and integration with
Facebook and Twitter
• Use reports and dashboards to drive strategic business decisions

Course Outline

Module 1

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

Module 2

Help Customers from Multiple Channels
• Service Cloud Channel Overview

Module 3

Manage Customer Issues Efficiently
• Salesforce Console for Service
• Case Management Automation Tools

Module 4

Increase Collaboration
• Chatter
• Communities
• Social Care

Module 5

Gain Insights From Your Data
• Support Reports
• Support Dashboards
• Mobile Dashboards Using Salesforce1

Training Schedule

Service Cloud Essentials for Executives
2018 - 2019
Training schedule not found.
BACK TO TOP
Close