Salesforce
Service Cloud Training
The Salesforce Service Cloud Training course offers an extensive dive into the latest features, such as omnichannel support, AI-powered service insights, and Lightning Service Console customization. It provides a comprehensive walkthrough of the entire service management process, covering everything from fundamental case management and agent productivity tools to advanced techniques in automation and customer journey mapping.
By completing this course, you’ll gain a thorough understanding of advanced Service Cloud functionalities and be fully prepared to implement sophisticated service solutions in your professional environment. Earn a Salesforce Service Cloud certification upon course completion to validate your expertise.
About this Salesforce Service Cloud Course:
This Salesforce Service Cloud training empowers business professionals to address operational challenges effectively by introducing them to the latest features such as omnichannel support, AI-powered service insights, and customizable Lightning Service Console. It provides a comprehensive guide through the entire service management process, covering essential aspects from case management and agent productivity tools to advanced automation techniques for optimizing customer interactions.
Participants will gain practical skills in configuring and customizing Service Cloud solutions to streamline service delivery and improve customer satisfaction. This course emphasizes leveraging Salesforce’s advanced capabilities to create personalized customer experiences and drive operational efficiencies. Upon completion, obtaining a Salesforce Service Cloud certification validates proficiency and prepares professionals to excel in delivering exceptional service in today’s competitive business landscape.
Prerequisites:
Prerequisites for Salesforce Service Cloud training typically include basic knowledge of Salesforce fundamentals and CRM concepts. Familiarity with web-based applications and general technical aptitude is beneficial. Previous experience specifically with Salesforce Service Cloud is not usually required for introductory courses.
Who should take this Salesforce Service Cloud training course?
This Salesforce Service Cloud training course is ideal for customer service managers, support agents, Salesforce administrators, and business analysts involved in enhancing customer service operations and leveraging Salesforce’s service management capabilities effectively.
Why choose us for Salesforce training?
TRUSTED BY TOP COMPANIES
We’re proud to have trained employees from some of the most renowned companies in
the UK. Here’s a glimpse of companies we have had the honour to train:
Upcoming Dates
July
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 01.07.2024 | Mon | Online/Classroom | ||
| 08.07.2024 | Mon | Online/Classroom | ||
| 15.07.2024 | Mon | Online/Classroom | ||
| 22.07.2024 | Mon | Online/Classroom | ||
| 29.07.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
August
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 05.08.2024 | Mon | Online/Classroom | ||
| 12.08.2024 | Mon | Online/Classroom | ||
| 19.08.2024 | Mon | Online/Classroom | ||
| 21.08.2024 | Wed | Online/Classroom | ||
| 26.08.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
September
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 02.09.2024 | MOn | Online/Classroom | ||
| 09.09.2024 | Mon | Online/Classroom | ||
| 16.09.2024 | Mon | Online/Classroom | ||
| 23.09.2024 | Mon | Online/Classroom | ||
| 30.09.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
October
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 07.10.2024 | Mon | Online/Classroom | ||
| 14.10.2024 | Mon | Online/Classroom | ||
| 21.10.2024 | Mon | Online/Classroom | ||
| 23.10.2024 | Wed | Online/Classroom | ||
| 28.10.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
November
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 04.11.2024 | Tue | Online/Classroom | ||
| 11.11.2024 | Mon | Online/Classroom | ||
| 18.11.2024 | Mon | Online/Classroom | ||
| 20.11.2024 | Wed | Online/Classroom | ||
| 25.11.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
December
| Date | Day | Training Mode | ||
|---|---|---|---|---|
| 02.12.2024 | Mon | Online/Classroom | ||
| 03.12.2024 | Tue | Online/Classroom | ||
| 09.12.2024 | Mon | Online/Classroom | ||
| 10.12.2024 | Tue | Online/Classroom | ||
| 16.12.2024 | Mon | Online/Classroom | ||
| Please contact us for further dates | ||||
For more date options and to
complete the booking please contact us
Course Outline
1. Introduction to Salesforce Service Cloud
- Overview of Service Cloud
- Key benefits and features
- Understanding the Service Cloud architecture
2. Getting Started with Service Cloud
- Setting up your Service Cloud environment
- Navigating the Service Cloud console
- Understanding and configuring Service Cloud licenses
3. Case Management
- Creating and managing cases
- Case assignment and escalation rules
- Automating case management processes
4. Service Cloud Console
- Introduction to the Service Cloud Console
- Customizing the console layout and components
- Enhancing agent productivity with console features
5. Omni-Channel Routing
- Setting up Omni-Channel in Service Cloud
- Configuring routing rules and queues
- Managing workload and agent presence
6. Knowledge Management
- Introduction to Salesforce Knowledge
- Creating and publishing knowledge articles
- Integrating Knowledge with cases and the Service Cloud console
7. Service Processes and Automation
- Automating service processes with Process Builder and Workflow
- Using macros to streamline repetitive tasks
- Implementing approval processes
8. Entitlements and Milestones
- Setting up entitlements and service contracts
- Defining and tracking milestones
- Using entitlements in case management
9. Field Service
- Overview of Salesforce Field Service
- Managing work orders and service appointments
- Optimizing field operations with Field Service Lightning
10. Service Analytics and Reporting
- Creating and customizing service reports
- Building service dashboards
- Using Einstein Analytics for service insights
11. Customer Communities
- Setting up and customizing Customer Communities
- Enabling self-service with Community Cloud
- Integrating communities with Service Cloud
12. Integrating Service Cloud with Other Systems
- Overview of integration options (APIs, middleware)
- Integrating with third-party systems (e.g., telephony, chat)
- Best practices for Service Cloud integrations
13. Service Cloud for Mobile
- Using the Salesforce mobile app for service
- Mobile customization for service agents
- Offline capabilities and use cases
14. Case Management Best Practices
- Best practices for efficient case management
- Strategies for improving first contact resolution
- Enhancing customer satisfaction through case handling
15. Advanced Service Cloud Features
- Utilizing Salesforce Einstein for service automation and insights
- Advanced automation with Apex and Visualforce
- Customizing Service Cloud with Lightning Components
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