________________________________________________________________
Do you want to take this course? Request more information
Email: info@nanforiberica.com , Phones: +34 91 031 66 78 / +34 605 98 51 30, WhatsApp: +34 685 60 05 91 , Our Offices
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Course description. Salesforce: Service Cloud Administration
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Modality: Webinar. Virtual classroom sessions with teacher
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Specialty: Salesforce - Administrators
- Fee: Request offer
Introduction
Value services with Salesforce:
- Technological solutions
- Vertical solutions
- Integration with third parties
- Mobility solutions
- Training Solutions
- Course description
- Apex Platform
Course content
- Case Management, Automation, and Entitlements
- Create a support process to meet business requirements.
- Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules.
- Understand Entitlement Management.
- Salesforce Knowledge
- Understand the key concepts of Salesforce Knowledge.
- Defines the differences between Solutions and Salesforce Knowledge.
- Complete the features required to deploy Knowledge using article types, data categories and case integration.
- Understand Knowledge Centered Support.
- Setting Up and Customizing the Console for Service
- Understand the functionality of the Salesforce Console for Service.
- Assign Service Cloud User licenses to users.
- Create a Service Console app.
- Understand Live Agent.
- Enable and add Live Agent to the Console.
- Understand the basics of CTI.
- Enable and add the Salesforce Open CTI Demo to the Console.
- Enhancing Service with Communities and Chatter Answers
- Understand the use cases, goals, and setup of Communities.
- Enable Communities in a Salesforce organization.
- Create a Community.
- Add external members to a community.
- Understand the functionality of Chatter Answers.
- Configure zones to determine content availability.
- Integrate Answers into the Call Center.
- Integrate Answers into a community.
- Final evaluation
- Quality Questionnaire
Note:
The content may vary to adapt to the group and Salesforce news.
Addressed to
Service Cloud Administration is designed for:
- Administrators with at least 6 months experience using Salesforce and/or
- Administrators who have completed the Administration Essentials for New Administrators course
Software and hardware requirements
- Hardware: Multimedia PC
- Pentium IV or higher, 1 Gb of memory, sound card, speakers/headphones
- Software:
- Windows Vista, Windows 7 or Windows 8
- Internet browser (Internet Explorer 9 or higher, Mozilla, Firefox, Chrome or any current browser compatible with html5)
Fee
If you are interested in taking this course in any training modality, please contact us.
________________________________________________________________
Do you want to take this course? Request more information
Email: info@nanforiberica.com , Phones: +34 91 031 66 78 / +34 605 98 51 30, WhatsApp: +34 685 60 05 91 , Our Offices
________________________________________________________________
