DS-SVC101 - Service Cloud Essentials For Agents

Duration: 2 days

Price: $1,200.00

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.

Upcoming Classes

To schedule a class, please contact us at 888-825-6273

Course Outline

Service Cloud Overview

Cases and Case Channels

Case Assignment

Get Oriented to the Console

Deflect Cases with Self-Service Options

Send Customer Communications from the Console

Collaborate Using Chatter

Boost Productivity with Reporting