United Kingdom
Germany
Denmark
Sweden
Italy
Netherlands
Norway 
Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multi-channel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.
Ota yhteyttä
Voit olla meihin yhteydessä ja tiedustella koulutuksistamme täydentämällä yhteystietosi ja koulutuksen nimen oheen.
Kesto 2 päivää
Toimitus (Online ja paikan päällä)
Hinta Hinta pyydettäessä
What you will learn:
- Advise your Salesforce administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
- Establish productivity tools using recommended practices to make your team more efficient and accurate
- Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
- Create reports and dashboards to gain insight into your team’s performance
Service Cloud Overview
- Your Service Organization
- Service Cloud Overview
- Service Cloud Use Cases
Managing the Case Lifecycle from Creation to Closure
- Support Channels
- New Cases
- Existing Cases
Knowledge
- Resolve a Case Using Knowledge
- Create a Knowledge Article
Automate Case Management
- Case Capture
- Predefined Communication
- Case Assignment and Escalation
- Notification
Agent Productivity Tools
- Console for Service
- Live Agent
- Soft Phone
Self-Service Support
- Communities
Collaborate Using Chatter
- Your Profile
- Chatter Groups
Track Your Business with Reporting
- Reports
- Dashboards
- Mobile Reporting in Salesforce1
This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.
Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multi-channel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.
What you will learn:
- Advise your Salesforce administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
- Establish productivity tools using recommended practices to make your team more efficient and accurate
- Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
- Create reports and dashboards to gain insight into your team’s performance
Service Cloud Overview
- Your Service Organization
- Service Cloud Overview
- Service Cloud Use Cases
Managing the Case Lifecycle from Creation to Closure
- Support Channels
- New Cases
- Existing Cases
Knowledge
- Resolve a Case Using Knowledge
- Create a Knowledge Article
Automate Case Management
- Case Capture
- Predefined Communication
- Case Assignment and Escalation
- Notification
Agent Productivity Tools
- Console for Service
- Live Agent
- Soft Phone
Self-Service Support
- Communities
Collaborate Using Chatter
- Your Profile
- Chatter Groups
Track Your Business with Reporting
- Reports
- Dashboards
- Mobile Reporting in Salesforce1
This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.
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