Leverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization. Learn how to 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 to provide frictionless customer support. Learn how to configure a Customer Community so you can connect customers to knowledge articles and community members to find answers instantly.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Set up 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.
Set up the Salesforce Service Console app 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.

Course Info

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Cost: $ 1,800

Length: 2.0 days (16 hours)

Level:

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14
Feb
Tuesday
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Mar
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28
Mar
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18
Apr
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