Salesforce Administration: Service and Support Applications
This course will teach you how to administer Salesforce Service Cloud, allowing you to solve the challenges that a support organization faces. You'll learn how to configure the objects and features that enable a productive service organization.
What you'll learn
Salesforce Service Cloud is one of the key Salesforce Clouds and leaders of the market, allowing companies worldwide to streamline and optimize their service departments. In this course, Salesforce Administration: Service and Support Applications, you’ll learn to administer and maintain the service and support features of a Salesforce Service Cloud organization. First, you’ll discover the important features that make up the Service Cloud and how they work together to enable a great agent experience. Next, you’ll explore how to design the proper workflows in Service Cloud to identify and track the different types of requests your company deals with by using record types and service processes. Finally, you’ll learn how to automate the assignment of service requests by leveraging auto-assignment rules, omni-channel, and channel integrations. When you’re finished with this course, you’ll have the skills and knowledge of Service Cloud needed to administer your Service Cloud organization with success, making your users lives easier.
Table of contents
- Understanding Web-to-Case in Service Cloud 3m
- Demo: Setting up Web-to-Case in Service Cloud 5m
- Understanding Email-to-Case in Service Cloud 2m
- Demo: Setting up Email-to-Case in Service Cloud 8m
- Integrating Telephony in Salesforce Service Cloud 5m
- Understanding Chat in Service Cloud 4m
- Demo: Setting up Chat in Service Cloud 6m