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Descripción del curso. Salesforce: Administración de Service Cloud
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Modalidad: Webinar. Sesiones en aula virtual con profesor
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Especialidad: Salesforce - Administrators
- Tarifa: Solicitar oferta
Introducción
Servicios de valor con Salesforce:
- Soluciones tecnológicas
- Soluciones verticales
- Integración con terceros
- Soluciones de movilidad
- Soluciones de Formación
- Descripción cursos
- Plataforma Apex
Contenido del curso
- 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.
- Define 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.
- Evaluación final
- Cuestionario de Calidad
Nota:
Los contenidos podrán sufrir variaciones para adecuarse al grupo y las novedades de Salesforce.
Dirigido a
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
Requisitos de software y hardware
- Hardware: PC Multimedia
- Pentium IV o superior, 1 Gb de memoria, tarjeta de sonido, altavoces/cascos
- Software:
- Windows Vista, Windows 7 o Windows 8
- Navegador de internet (Internet Explorer 9 o superior, Mozilla, Firefox, Chrome o cualquier navegador actual compatible con html5)
Tarifa
Si os interesa realizar este curso en cualquier modalidad formativa póngase en contacto con nosotros.
