About this course

Course code TPSVC-201
Duration 2 Days

Service Cloud helps support managers establish and maintain solutions for call centre 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.

Prerequisites

Who should take this course?

  • This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of 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 Help and Training.

Delegates will learn how to

  • 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 yourteam's performance

Outline

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

2 Days

Duration
Salesforce
Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0345 074 7998 or email us at info@qa.com to discuss how we can help.

Trusted, awarded and accredited

Fully accredited to ensure we provide the highest possible standards in learning

All third party trademark rights acknowledged.