Overview
Who should take this course?
This class is designed for Salesforce Administrators who are responsible for configuring, managing, and maintaining Service Cloud. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, demonstrate a solid understanding of basic Salesforce features and functionality, and have at least six months of experience using Salesforce. This is also a great class for anyone looking to earn their Service Cloud Consultant credential.
When you complete this course, you will be able to:
- Customize the Salesforce Lightning Service Console application in order to optimize support agent productivity.
- Implement support case management and automate support processes with queues, assignment rules, and escalation rules.
- Enable Salesforce Lightning Knowledge to manage the creation, publication, and maintenance of knowledge articles.
- Configure a Customer Help Center using a self-service Experience Cloud site.
- Build Service Cloud reports and dashboards for call center and operational support activities.
- Manage customer service-level agreements by setting up case Entitlements and Milestones.
- Identify Softphone Utility capabilities and functionality.
- Explain how Open Computer-Telephony Integration (CTI) and Service Cloud Voice work.
- Recommend and administer Flow for Service solutions to address customer business requirements.
Lessons and Topics
Introduction to Lightning Service Console
- Discover Lightning Service Console
- Explore Service Console Components Used for Lightning Page Customization
- Create a Functional Service App Using Service Setup and Setup Assistant
Support Case Management
- Implement Business Processes to Streamline Support Case Management Workflows for Service Teams
- Identify Needs and Considerations for Different Support Case Types
- Customize Fields, Page Layouts, and Record Types for Support Cases
- Define Case Status Picklist Values
- Create Support Case Queues, Assignment Rules, and Escalation Rules
- Set Up Case Entitlements and Milestones to Manage Customer Service-Level Agreements
- Understand Support Agent Collaboration Options Between Service Cloud and Slack
Lightning Service Console
- Build a Service Console Application
- Customize Lightning Record Pages
- Add Productivity Tools to the Console Utility Bar
- Create Macros Using Macro Builder
- Understand Softphone Utility Functionality
- Explore Open CTI and Service Cloud Voice Telephony Options
Salesforce Lightning Knowledge
- Enable Lightning Knowledge
- Assign Appropriate Knowledge User Licenses
- Customize Page Layouts and Record Types to Support Knowledge Article Management
- Manage Sharing Permissions for Knowledge Tools and Processes
- Create and Manage Knowledge Articles to Ensure Information Quality
- Utilize Knowledge Articles to Manage and Close Cases More Efficiently
Salesforce Self-Service Sites
- Outline Self-Service Site Fundamentals
- Review Security Considerations for Site Access
- Enable Digital Experiences to Create an Experience Cloud Site
- Manage Site Administration Using Permission Sets
- Customize the Help Center Layout and User Experience
- Set Up Help Center Support and Self-Service Tools
- Set Up a Channel Menu to Optimize Help Center Service
- Understand the Role of Site Administrators and Content Publishers
Flow for Service
- Examine Flow for Service Use Cases
- Introduction to Flow for Service Cloud
- Deploy Screen Flows to Users
- Create a Simple Flow for Community Users
Service Cloud Reporting
- Discover Service Cloud Reports and Dashboards
- Create Service Reports Using Report Builder
- Measure Support Agent Performance with Call Center Metrics and Key Performance Indicators
- Explore Available Salesforce AppExchange Report Packages
- Measure Experience Site Success