Service Cloud Essentials for Managers (SVC201)

 

Course Overview

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 multi-channel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.

Who should attend

This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.

Course Objectives

What you will learn:

  • Advise your Salesforce administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance

Preise & Trainingsmethoden

Online Training

Dauer
2 Tage

Preis
  • auf Anfrage
Klassenraum-Training

Dauer
2 Tage

Preis
  • auf Anfrage

Derzeit gibt es keine Trainingstermine für diesen Kurs.