Salesforce: Service Cloud Administration

Course description. Salesforce: Service Cloud Administration

    • Modality: Webinar. Virtual classroom sessions with teacher
    • Specialty: Salesforce - Administrators
    • Fee: Request offer


    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

    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)


    If you are interested in taking this course in any training modality, please contact us.

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