Salesforce Service Cloud Administration Training

Instructor-Led Training Parameters

Course Highlights

  • Instructor-led Online Training
  • Project Based Learning
  • Certified & Experienced Trainers
  • Course Completion Certificate
  • Lifetime e-Learning Access
  • 24x7 After Training Support

Salesforce Service Cloud Administration Training Course Overview

Salesforce Service Cloud Administration training by Multisoft Systems is designed to empower professionals with the essential skills to configure, manage, and optimize Service Cloud for delivering exceptional customer service. This comprehensive training provides in-depth knowledge of the Service Cloud platform, covering key functionalities such as case management, service console setup, automation tools, knowledge base management, and omni-channel routing. Participants will gain hands-on experience in setting up workflows, assignment rules, auto-response rules, and escalation rules, enabling faster and more efficient resolution of customer queries. The course also focuses on integrating communication channels like email, chat, and phone to streamline service delivery and improve customer satisfaction. This training is ideal for Salesforce administrators, customer service managers, support agents, and consultants who want to leverage the full potential of Service Cloud to enhance service operations. With real-time examples and instructor-led sessions, learners will acquire practical expertise in using dashboards, reports, and service analytics to monitor and optimize performance.

By the end of the course, participants will be equipped to configure Service Cloud environments, implement service strategies, and ensure seamless support experiences for end-users. Join Multisoft Systems to gain industry-relevant expertise and become a proficient Service Cloud Administrator, ready to support growing business demands.

Instructor-led Training Live Online Classes

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Salesforce Service Cloud Administration Training Course curriculum

Curriculum Designed by Experts

Salesforce Service Cloud Administration training by Multisoft Systems is designed to empower professionals with the essential skills to configure, manage, and optimize Service Cloud for delivering exceptional customer service. This comprehensive training provides in-depth knowledge of the Service Cloud platform, covering key functionalities such as case management, service console setup, automation tools, knowledge base management, and omni-channel routing. Participants will gain hands-on experience in setting up workflows, assignment rules, auto-response rules, and escalation rules, enabling faster and more efficient resolution of customer queries. The course also focuses on integrating communication channels like email, chat, and phone to streamline service delivery and improve customer satisfaction. This training is ideal for Salesforce administrators, customer service managers, support agents, and consultants who want to leverage the full potential of Service Cloud to enhance service operations. With real-time examples and instructor-led sessions, learners will acquire practical expertise in using dashboards, reports, and service analytics to monitor and optimize performance.

By the end of the course, participants will be equipped to configure Service Cloud environments, implement service strategies, and ensure seamless support experiences for end-users. Join Multisoft Systems to gain industry-relevant expertise and become a proficient Service Cloud Administrator, ready to support growing business demands.

  • Understand the core components and functionalities of Salesforce Service Cloud.
  • Configure and manage case management processes including auto-assignment and escalation rules.
  • Set up and customize the Service Console for enhanced agent productivity.
  • Implement automation tools such as workflows, macros, and quick actions.
  • Integrate multiple support channels like email, chat, and phone with Service Cloud.
  • Configure Knowledge Base for effective information management and self-service.
  • Monitor service performance using reports, dashboards, and analytics tools.
  • Implement Omni-Channel routing and manage work distribution across teams.

Course Prerequisite

  • Basic understanding of Salesforce platform and navigation
  • Familiarity with CRM concepts and customer service processes
  • Prior experience with Salesforce Administration

Course Target Audience

  • Salesforce Administrators
  • Customer Support Managers
  • Service Desk Professionals
  • CRM Consultants
  • Technical Support Specialists
  • Business Analysts
  • IT Administrators
  • Salesforce Developers
  • Professionals preparing for Salesforce Service Cloud Consultant certification

Course Content

  • 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

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  • Understand the key concepts of Salesforce Knowledge
  • Complete the features required to deploy Knowledge using article types, data categories and case integration
  • Understand Knowledge Centered Support
  • Define use cases for article type workflow and approval processes

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  • Understand the functionality of the Salesforce Console for Service
  • Assign Service Cloud User licenses to users
  • Create a Service Console app
  • Understand and enable Live Agent in the Console
  • Understand the basics of CTI
  • Enable and add the Salesforce Open CTI Demo to the Console

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  • Understand the use cases, goals, and setup of Communities
  • Enable Communities in a Salesforce organization
  • Create and customize a community
  • Create a community dashboard
  • Understand and set up Reputation

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Salesforce Service Cloud Administration Training (MCQ) Assessment

This assessment tests understanding of course content through MCQ and short answers, analytical thinking, problem-solving abilities, and effective communication of ideas. Some Multisoft Assessment Features :

  • User-friendly interface for easy navigation
  • Secure login and authentication measures to protect data
  • Automated scoring and grading to save time
  • Time limits and countdown timers to manage duration.
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Hands-on Salesforce Service Cloud Administration Projects

Our Salesforce Service Cloud Administration Training course is designed to provide a strong foundation in key concepts with a hands-on learning approach. By working on real-world projects and industry-relevant scenarios, learners gain practical experience and build the confidence to apply best practices in live environments.

Salesforce Service Cloud Administration Corporate Training

Employee training and development programs are essential to the success of businesses worldwide. With our best-in-class corporate trainings you can enhance employee productivity and increase efficiency of your organization. Created by global subject matter experts, we offer highest quality content that are tailored to match your company’s learning goals and budget.


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Customized Training

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Mentors

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

360º Learning Solution

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

Learning Assessment

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

Certification Training Achievements: Recognizing Professional Expertise

Multisoft Systems is the “one-top learning platform” for everyone. Get trained with certified industry experts and receive a globally-recognized training certificate. Some Multisoft Training Certificate Features :

  • Globally recognized certificate
  • Course ID & Course Name
  • Certificate with Date of Issuance
  • Name and Digital Signature of the Awardee
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Salesforce Service Cloud Administration Training FAQ's

It is a course designed to teach professionals how to configure, manage, and optimize the Salesforce Service Cloud platform for effective customer service delivery.

Salesforce administrators, support managers, service desk agents, and anyone involved in managing customer service operations using Salesforce.

Yes, basic knowledge of Salesforce and CRM concepts is recommended. Completing the Salesforce Administrator (ADM 201) course is a plus.

The course covers case management, service console setup, automation tools, knowledge base management, omni-channel setup, and performance metrics.

To contact Multisoft Systems you can mail us on info@multisoftsystems.com or can call for course enquiry on this number +91 9810306956

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