Online communities provide a place where employees, customers, and partners can engage and collaborate. Learn how to enable communities in your organization, create communities for partner and customers, add members to these communities, and gauge participation.
Salesforce Service Cloud is an SaaS solution for call center CRM and customer self-service that increases customer loyalty, retention, and satisfaction. In this interactive course, support executives will gain hands-on experience on how to leverage Service Cloud to offer customers a variety of choices in how they interact with your company, provide productivity tools to your team to make them more efficient and accurate, reduce time spent on manual processes such as case management, leverage your teams’ collective knowledge and experience, and gain insights from data to drive strategic business decisions.
Service Cloud Administration is a must for experienced administrators who need to configure and maintain the Service Cloud for their organizations. Using real-world scenarios, this course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, create the Console for Service application, configure the SoftPhone using Open CTI, and set up Live Agent. This course will also teach administrators how to configure a Customer Community.
Are you ready to take the next step in your career by becoming a Salesforce Certified Service Cloud Consultant? Instructors will present scenarios that will help reinforce your knowledge of Service Cloud functionality by thinking through requirements and design considerations. The course provides an overview of the exam objectives to help you focus your efforts to prepare for the Salesforce Service Cloud Consultant Certification exam.
Salesforce Service Cloud assists support agents with their daily activities, from collaborating with other agents to logging and resolving cases. In this interactive course, support agents will gain hands-on experience using Service Cloud to share knowledge with each other and with customers, divert cases by creating self-service resources for customers (including knowledge base articles), receive cases through a variety of channels (including CTI and social media), and use a web-based console specifically built for support agents to manage and resolve cases efficiently.
Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multichannel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.
Integrating with Force.com covers the key elements of how to design and implement all types of integrations with the Force.com cloud platform. The course introduces the major integration mechanisms available on the Force. com platform, such as the APIs and the built-in declarative functionalities. In subsequent modules, participants explore the technologies that play critical roles in integrating with the platform, including the Force.com SOAP and REST APIs, Apex, and outbound messaging.
Note: To get the most out of this course, you should be comfortable writing object-oriented code.
If your responsibilities include developing custom applications running in Lightning Experience and Salesforce1 that support multiple devices and screen sizes from a single codebase, taking this class will boost your skills to the next level.
Are you a programmer who wants to understand how to customize applications programmatically on the Force.com platform? In this course, you will learn the core of the Apex programming language and Visualforce markup in order to customize your Force.com applications. You will get hands-on experience building data objects (sObjects) and programmatically retrieving, manipulating, and storing the data associated with those objects. You will write custom logic using Apex triggers and classes, and test that logic using the built-in testing framework. You will explore how Apex code interacts with declarative customizations on the platform, and the nuances of working on a multi-tenant platform. Youâ€™ll then examine common techniques for designing solutions in Apex. These activities will culminate in an exercise building a complex trigger that takes advantage of the declarative aspects of the platform. You will get hands-o
n experience writing Visualforce pages to customize your user interface and Visualforce controllers (in Apex) to modify the controller behavior behind the interface. Youâ€™ll also explore design techniques and the built-in testing framework around Visualforce.