Trailhead
Free Online Course
English
12-13 hours worth of material
selfpaced
Overview
Improve the productivity of your customer service team by moving your org to Lightning Experience.
- Learn how Salesforce helps you deliver faster, more personalized service.
- Use Setup Assistant to implement Service Cloud in a few clicks.
- Fix service disruptions and communicate resolutions quickly.
- Set up customer service for your business.
- Discover how agents use the Service console to close customer cases fast.
- Help your agents work faster and more efficiently in the Service Console.
- Simplify onboarding and guide your agents to resolve cases quickly and consistently.
- Use entitlements to ensure your customers receive top-notch service.
- Route work to the right agent for the job and get a complete view of your contact center.
- Use Lightning Knowledge to create a knowledge base for better customer service.
- Gather insights from customers or employees with surveys.
- Translate, automate, and evaluate your surveys with Salesforce Surveys.
- Make better business decisions based on customer service data.
Syllabus
- Customer Service with Salesforce: Quick Look
- Provide Great Service and Inspire Customer Loyalty
- Service Setup Assistant: Quick Look
- Set Up Your Contact Center
- Customer Service Incident Management: Quick Look
- Address Disruptions and Build Customer Trust
- Service Cloud for Lightning Experience
- Begin Your Customer Service Journey
- Administer Service Cloud
- Automate Case Management
- Create Digital Engagement on Multiple Channels
- Service Cloud Agent Experience
- Learn About Service Cloud for Agents
- Explore the Service Console
- Create and Manage Cases
- Service Cloud Agent Productivity
- Learn About Service Console Productivity Tools
- Set Up Service Console Productivity Tools
- Create Macros and Quick Text to Reduce Clicks
- Use All the Service Console Productivity Tools Together
- Salesforce Flow for Service
- Learn About Salesforce Flow for Service
- Learn About Process Automation Tools and RecordActions
- Set Up Salesforce Flow for Service
- Entitlement Management for Lightning Experience
- Get Started with Entitlements
- Set Up Milestones
- Use Entitlements in Customer Cases
- Use Entitlements with Work Orders
- Omni-Channel for Lightning Experience
- Get Started with Omni-Channel
- Understand Queue-Based Routing
- Understand Skills-Based Routing
- Start Routing with Omni-Channel
- Monitor Your Contact Center with Omni-Channel Supervisor
- Knowledge Basics for Lightning Experience
- Get Started with Lightning Knowledge
- Prepare Your Salesforce Knowledge Base
- Set Up a Simple Knowledge Base
- Survey Basics
- Prepare for Your First Survey
- Build Your Survey
- Add Logic to Your Survey
- Send Out and Track Your Survey
- Salesforce Surveys for Admins
- Translate Your Survey
- Begin and Close Cases with Survey Invitations
- Automate Your Survey Invitations
- Analyze Your Responses
- Service Metrics
- Get Started with Service Metrics
- Create a Service Metrics Strategy
- Analyze Your Service Data in Salesforce
