Course description. Salesforce: Service Cloud Administration

• Modality: Webinar. Virtual classroom sessions with teacher
• 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.

• Mail: info@nanforiberica.com
•  Phone: +34 91 031 66 78
• WhatsApp: +34 685 60 05 91