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EncartaLabs

Salesforce Service Cloud Administration

This Salesforce Service Cloud Administration - Essentials training course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, create the Console for Service application, configure the SoftPhone using Open CTI, and set up Live Agent. This course will also teach administrators how to configure a Customer Community.

The Salesforce Service Cloud Administration in Lightning Experience training course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, set up the Service Console application, add the Softphone Utility to your Lightning Console, and set up Web Chats. This course will also teach administrators how to configure a Customer Community.

By attending Salesforce Service Cloud Administration - Essentials workshop, delegates will learn to:

  • Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow
  • Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
  • Enable entitlements to set up service contracts with milestones
  • Setup the Salesforce Console for Service and to help your support reps work more efficiently
  • Understand the capabilities of CTI interface in the Console
  • Configure online chat with customers using Live Agent
  • Understand and set up Communities

By attending Salesforce Service Cloud Administration in Lightning Experience workshop, delegates will learn to:

  • Setup the case management process automating the support process with queues, assignment/escalation rules, and Process Builder
  • Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
  • Enable entitlements to set up service contracts
  • Setup the Salesforce Service Console app and to help your support reps work more efficiently
  • Understand the capabilities of the Softphone Utility in the Lightning Console
  • Configure online chat with customers using Web Chats
  • Understand and set up Communities

This Salesforce Service Cloud Administration class is ideal for Administrators with at least six months experience using Salesforce and/or Administrators

COURSE AGENDA

Salesforce Service Cloud Administration - Essentials
(Duration : 2 Days)

1

Case Management, Automation, and Entitlements

  • Create a support process to meet business requirements
  • Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules
  • Understand Entitlement Management
2

Salesforce Knowledge

  • Understand the key concepts of Salesforce Knowledge
  • Complete the features required to deploy Knowledge using article types, data categories and case integration
  • Understand Knowledge Centered Support
  • Define use cases for article type workflow and approval processes
3

Multi-Channel Support in the Console for Service

  • Understand the functionality of the Salesforce Console for Service
  • Assign Service Cloud User licenses to users
  • Create a Service Console app
  • Understand and enable Live Agent in the Console
  • Understand the basics of CTI
  • Enable and add the Salesforce Open CTI Demo to the Console
4

Salesforce Self-Service Communities

  • Understand the use cases, goals, and setup of Communities
  • Enable Communities in a Salesforce organization
  • Create and customize a Community
  • Create a community dashboard
  • Understand and set up Reputation
Salesforce Service Cloud Administration - in Lightning Experience
(Duration : 2 Days)

1

Case Escalations and Entitlements

  • Create processes to streamline a support team's workflow and case management.
  • Customize fields, page layouts and record types for different kinds of support cases.
  • Define picklist values for each new record type.
  • Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.
  • Create and manage entitlements to customize the level of support for each customer.
2

Salesforce Knowledge

  • Enable Lightning Knowledge and assign appropriate user licenses.
  • Customize page layouts and record types to support knowledge article management.
  • Customize access to, permissions for, and visibility of knowledge tools and processes.
  • Create and manage articles to ensure quality of information.
  • Manage and close cases more efficiently using knowledge articles.
3

Lightning Service Console

  • Create your own Service Console app.
  • Customize the Lightning Console pages.
  • Add Utilities to your Console.
  • Enable and utilize Chat (formerly Live Agent).
  • Optimize the use of Omni-Channel.
4

Salesforce Self-Service Communities

  • Enable communities in your Salesforce org.
  • Create a permission set for effective administration of communities.
  • Customize the look and layout of the community.
  • Add the Reputation component to the community.

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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