Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy
- Offered bySalesforce
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Overview
Duration | 2 days |
Start from | Start Now |
Mode of learning | Online |
Official Website | Go to Website  |
Credential | Certificate |
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Highlights
- Earn a certificate from Trailhead Academy
- Learn from industry experts
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Course details
- This course is designed for Salesforce Administrators who are responsible for configuring, managing, and maintaining Service Cloud
- Students should hold the Salesforce Administrator credential or possess equivalent knowledge, demonstrate a solid understanding of basic Salesforce features and functionality, and have at least six months of experience using Salesforce
- This is also a great course for anyone interested in earning their Service Cloud Consultant credential
- Customize the Salesforce Lightning Service Console application in order to optimize support agent productivity
- Implement support case management and automate support processes with queues, assignment rules, and escalation rules
- Enable Salesforce Lightning Knowledge to manage the creation, publication, and maintenance of knowledge articles
- Manage customer service-level agreements by setting up case Entitlements and Milestones
- Identify Softphone Utility capabilities and functionality
- Explain how Open Computer-Telephony Integration (CTI) and Service Cloud Voice work
- Recommend and administer Flow for Service solutions to address customer business requirements
- Build Service Cloud reports and dashboards for call center and operational support activities
- In this 2-day instructor-led course, learn how to implement support case management, configure the Lightning Service Console application, enable Salesforce Lightning Knowledge, use Flow for Service, and generate service reports that measure support agent performance
- Create exceptional customer service experiences that drive customer satisfaction scores, optimize support agent productivity, and improve operational efficiency
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Curriculum
Support Case Management
Streamline Support Case Management Workflows
Identify Needs for Different Support Case Types
Customize Support Case Fields, Page Layouts, and Record Types
Define Case Status Picklist Values
Create Support Case Queues, Assignment Rules, and Escalation Rules
Manage Customer Service-Level Agreements with Case Entitlements and Milestones
Examine Support Agent Collaboration Options
Lightning Service Console
Build a Service Console Application
Customize Lightning Record Pages
Add Productivity Tools to the Console Utility Bar
Create Macros Using Macro Builder
Understand Softphone Utility Functionality
Explore Open CTI and Service Cloud Voice Telephony
Salesforce Lightning Knowledge
Enable Lightning Knowledge
Assign Appropriate Knowledge User Licenses
Customize Page Layouts and Record Types
Manage Sharing Permissions for Knowledge Tools and Processes
Create and Manage Knowledge Articles
Utilize Knowledge Articles to Manage and Close Cases
Flow for Service
Examine Flow for Service Use Cases
Explore Flow for Service Cloud
Create a Customer Support Flow
Escalate Open Tasks on Overdue Cases
Service Cloud Reporting
Discover Service Cloud Reports and Dashboards
Measure Support Agent Performance
Explore Salesforce AppExchange Report Packages
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Entry Requirements
- Education: Graduate
- Not mentioned
Administer and Maintain Service Cloud ( ADX261 ) by Trailhead Academy at Salesforce Admission Process
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