Leverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization.
DurationLeverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization.
Learn how to set up service contracts with milestones and entitlements, set up the Service Console application, add the Softphone Utility to your Lightning Console, and set up Web Chats to provide frictionless customer support.
Learn how to configure a Customer Community so you can connect customers to knowledge articles and community members to find answers instantly. Note: This class uses Trailhead for hands-on exercises.
Audience
This class is designed for experienced Salesforce Administrators who are responsible for setting up, configuring, and managing Service Cloud.
Prior to taking this class, you should have a solid understanding of Salesforce functionality and concepts, at least 6 months of experience using Salesforce, and the Salesforce Administrator credential or equivalent knowledge.
Objectives
Set up the case management process automating the support process with queues, assignment/escalation rules, and Process Builder.
Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles.
Enable entitlements to set up service contracts.
Set up the Salesforce Service Console app to help your support reps work more efficiently.
Understand the capabilities of the Softphone Utility in the Lightning Console.
Configure online chat with customers using Web Chats.
Understand and set up communities.
Contents
Case Escalations and Entitlements
Create processes to streamline a support team’s workflow and case management.
Customize fields, page layouts, and record types for different kinds of support cases.
Define picklist values for each new record type.
Create case assignment rules, queues, and escalation rules to push cases to the appropriate support team at the appropriate time.
Create and manage entitlements to customize the level of support for each customer.
Salesforce Knowledge
Enable Lightning Knowledge and assign appropriate user licenses.
Customize page layouts and record types to support knowledge article management.
Customize access to, permissions for, and visibility of knowledge tools and processes.
Create and manage articles to ensure quality of information.
Manage and close cases more efficiently using knowledge articles.
Lightning Service Console
Create your own Service Console app.
Customize the Lightning Console pages.
Add Utilities to your console.
Enable and utilize Chat (formerly Live Agent).
Optimize the use of Omni-Channel.
Salesforce Self-Service Communities
Enable communities in your Salesforce org.
Create a permission set for effective administration of communities.
Customize the look and layout of the community.
Add the Reputation component to the community.
Global Knowledge is a worldwide leader in IT and technology training, helping individuals and organizations build the skills they need to succeed in an ever-changing world.
With an international network of offices and training facilities, Global Knowledge has the unique flexibility to deliver a broad portfolio of courses on over 100 countries online, in classrooms, and through a worldwide partner network.
Established in 1995, Global Knowledge has over 1000 employees worldwide and enables the success of more than 200,000 tech professionals each year.
In June 2021, Global Knowledge merged with Skillsoft to create the world’s leading corporate learning company.
Leadership
Investor Relations
A Foundation In The Technology Community
Our contribution within the global technology community is more than just IT training. Technology’s expanding reach is making every level of staff some sort of technology professional.
The hyper-focused, specialty roles aren’t going anywhere—they’re more necessary than ever—but we also must account for the T-shaped skills. Thus, we train beyond the traditional IT topics and train more people than corporate IT.
Whether you’re managing mission critical technology initiatives, developing your technical talent pipeline or taking IT products and services to market, our innovative and flexible learning solutions equip you for success.
Why Global Knowledge? Impact.
Sustainable, scalable, repeatable IMPACT--with minimal disruption. That’s why for over 20 years organizations large and small, technology providers, enterprises, and governments around the world come to us.
By providing access to subject matter experts, delivering authorized and industry-leading instruction through multiple delivery formats, we set the stage for your success by reducing skill gaps. You’ll also see impacts in onboarding and employee retention through improved skills and higher job satisfaction.
This is all driven by level of quality we set for ourselves. We believe in consistency and maintain rigorous in-house standards, so you receive an exceptional training experience anywhere in the world. Only a dedicated learning organization specializing in more than one or two topics can deliver this level of impact—and we’re ready to provide it to you.
Quick facts:
World’s largest dedicated IT training company
5,000+ guaranteed to run classes per year
3,000+ unique IT courses
1,100+ subject matter experts
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Authorized training partner for Amazon Web Services, Cisco, Citrix, Google, IBM, ITIL®, Microsoft, Red Hat®, VMware and more.
Trained in over 100 countries (and in international waters)
Since 1995, we’ve grown to 15 offices and 1,500 employees. Our U.S.-based corporate headquarters is located in Cary, North Carolina (United States). Canadian headquarters are in Toronto, and our Europe, Middle East and Africa headquarters are in Wokingham, UK.
International locations: Belgium, Canada, Denmark, Egypt, France, Ireland, Netherlands, Norway, Qatar, Saudi Arabia, Spain, Sweden, United Arab Emirates, the United Kingdom and, via partnership, Colombia, India and Mexico.
Between our international locations and online capabilities, we deliver what you need, when and where you need it and to who needs it. And we do it every day.
The primary responsibility of the Cloud Network Engineer is to deploy and configure the computer network architecture in the Google Cloud Platform. Almost every tech giant has started offering cloud-based services and Google Cloud Platform is one such platform.
An in-depth look at cloud computing skills to prepare learners with knowledge and an industry-recognised certification. With a focus on industry skills, learners are given the skills to work with cloud in business.
This course offers the knowledge and skills required for working in a cloud computing environment and prepares delegates to take the CompTIA Cloud+ exam (Exam CV0-003). Cloud+ shows you have the expertise needed for data center jobs.
Do you choose components for your enterprise architecture while fully considering the security implications? This course will help you in planning and developing a secure software development lifecycle.
Become a Cloud Engineer in 13 weeks at our Cloud Engineering course in Manchester, Leeds, Newcastle, Birmingham and remote.
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