Salesforce Service Cloud Training

Download Course Brochure

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

Instructor-led Training Live Online Classes

Suitable batches for you

Mar, 2024 Weekdays Mon-Fri Enquire Now
Weekend Sat-Sun Enquire Now
Apr, 2024 Weekdays Mon-Fri Enquire Now
Weekend Sat-Sun Enquire Now

Share details to upskills your team



Build Your Own Customize Schedule



Salesforce Service Cloud Training Course Overview

Salesforce Service Cloud training imparts the knowledge and skills to manage the complete life-cycle of customer support. The training explains how to design and deploy the applications supporting customer business process. Aspirants learn about designing solutions using the Service Cloud functionality. In the hands-on session, focus is lead on using the agent productivity tools to manage cases and solutions.

Upon the completion of the training, the participants will exhibit the following skills:

  • Understand the terminology related to Service cloud
  • Determine the factors influencing the contact center and the considerations for business continuity
  • Understand designing and deployment strategies appropriate for a contact center
  • Handle knowledge management starting from creation to feedback including the data migration strategy
  • Determine the functionality over different interaction channels including web, email, chat, social media, and mobile phone
  • Design a case management solution from case creation to closure
  • Handle large data and transaction volume issues in analyzing and coming up with the design considerations
Target audience
  • Advance developers/administrators
  • Salesforce developers
  • Senior business analyst
  • Clod computing consultants
Prerequisites

Candidates attended the following training are entitled for Salesforce Service Cloud training:

  • Administration Essentials for New Admins (Enterprise and Unlimited Editions) (ADM201)
  • Building Applications with Force.com (DEV 401)

Salesforce Service Cloud Training Course Content

1. Industry Knowledge      

  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.      
  • Explain the uses cases, costs and benefits for different interaction channels.     
  • Identify challenges and considerations for business continuity in the contact center.       
  • Compare and contrast the different types of contact centers and their business drivers.  
  • Identify the core tenets of KCS.
  • Describe how various components of a contact center can solve different business challenges

2. Implementation Strategies         

  • Given a scenario, determine how to facilitate a successful consulting engagement          
  • Given a scenario, determine appropriate contact center deployment strategies

3. Service Cloud Solution Design  

  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs    
  • Distinguish when it is appropriate to include custom application development or third-party applications
  • Distinguish the key components that contribute to performance optimization within a design       
  • Describe the user experience requirements that can be solved by the Salesforce Console for Service

4. Knowledge Management           

  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance     
  • Compare and contrast Files, Content, Solutions, and Knowledge.
  • Given a set of requirements, determine how to configure data categories, article types, and publishing workflow  
  • Distinguish the key factors to consider when designing a Knowledge data migration strategy.     

5. Interaction Channels

  • Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media    
  • Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each   
  • Explain the Open CTI features, architecture, and implications
  • Given a set of requirements, recommend the appropriate Communities solution
  • Explain the design considerations and best practices when configuring an interaction channel solution

6. Case Management        

  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
  • Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge       
  • Given a set of KPIs, determine the appropriate case management solution         
  • Identify use cases for Chatter, Chatter Answers and Case Feed within case management 
  • Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce
  • Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management      
  • Identify capabilities for managing cases using social media       

7. Contact Center Analytics           

  • Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives)      
  • Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics

8. Integration and Data Management

  • Given a scenario, analyze the implications and design considerations of large data and transaction volumes.       
  • Explain the use cases and considerations common to contact center integration patterns.
  • Explain the use cases and considerations for data migration and data quality     

video-img

Request for Enquiry

assessment_img

Free Salesforce Service Cloud Training 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.
Try It Now

Salesforce Service Cloud 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.


500+
Global Clients
4.5 Client Satisfaction
Explore More

Customized Training

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

Expert
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
Request for Certificate

What Attendees are Saying

Our clients love working with us! They appreciate our expertise, excellent communication, and exceptional results. Trustworthy partners for business success.

Share Feedback
  Chat On WhatsApp

+91-9810-306-956

Available 24x7 for your queries