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Adrien Sacco
Federating all service channels into one workflow is crucial to service departments. This course will teach you how Omni-channel routing works and what key channels it enables for your organization.
Read more
Federating all service channels into one workflow is crucial to service departments. This course will teach you how Omni-channel routing works and what key channels it enables for your organization.
Read more
Federating all service channels into one workflow is crucial to service departments. This course will teach you how Omni-channel routing works and what key channels it enables for your organization.
Service departments face an ever increasing number of channels they need to work with. In this course, Administering Omni-channel Features in Salesforce Service Cloud, you’ll learn to setup the key Omni-channel features in Service Cloud. First, you’ll explore the routing lifecycle of Omni-channel. Next, you’ll discover some of the key channels that Service Cloud helps you leverage through Omni-channel. Finally, you’ll learn how to supervise routing at scale. When you’re finished with this course, you’ll have the skills and knowledge of Omni-channel needed to help any organization scale across a multitude of channels.
Register for this course and see more details by visiting:
OpenCourser.com/course/0jopy9/administering
What's inside
Syllabus
Course Overview
Salesforce Service Cloud Omni-channel Fundamentals
Routing Phone Calls through Omni-channel in Service Cloud
Routing Live Chats through Omni-channel in Service Cloud
Read more
Syllabus
Course Overview
Salesforce Service Cloud Omni-channel Fundamentals
Routing Phone Calls through Omni-channel in Service Cloud
Routing Live Chats through Omni-channel in Service Cloud
Read more
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Covers key concepts foundational to this field of work
Provides a strong foundation for beginners seeking an edge in this field
Teaches the basics of routing life cycle
Teaches skills and knowledge highly relevant to customer service
Taught by an instructor who is recognized for their work in this field
Save this course
Save Administering Omni-channel Features in Salesforce Service Cloud to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Administering Omni-channel Features in Salesforce Service Cloud with these
activities:
Review What You Know
Show steps
Refresh your memory on the concepts that this course covers to ease into the learning process.
Show steps
-
Go over your notes on routing
-
Revisit the marketing and communications strategies for Omni-channel
Study Group Discussions
Show steps
Engage in discussions with peers to exchange ideas and reinforce your understanding of Omni-channel routing.
Browse courses on
Service Cloud
Show steps
-
Join a study group or create one with fellow learners
-
Meet regularly to discuss course topics and share insights
Routing Simulation Exercises
Show steps
Simulate real-world scenarios to practice routing phone calls and live chats using Omni-channel.
Show steps
-
Set up a test environment
-
Create a routing scenario
-
Execute the scenario and observe the routing process
Four other activities
Expand to see all activities and additional details
Show all seven activities
Advanced Omni-channel Routing Workshop
Show steps
Attend a workshop to gain hands-on experience with advanced Omni-channel routing concepts.
Show steps
-
Find a reputable workshop provider
-
Register for the workshop
-
Attend the workshop and actively participate
Design an Omni-channel Routing Strategy
Show steps
Create a plan for implementing and managing Omni-channel routing in a realistic scenario.
Show steps
-
Research best practices for Omni-channel routing
-
Analyze your current routing processes
-
Design a new Omni-channel routing strategy
-
Document your strategy in a clear and concise manner
Contribute to Omni-channel Projects
Show steps
Contribute to open-source projects related to Omni-channel routing to deepen your understanding and give back to the community.
Browse courses on
Chatbot Development
Show steps
-
Identify open-source projects that align with your interests
-
Find ways to contribute to the projects
-
Collaborate with the project community
Omni-channel Routing Hackathon
Show steps
Participate in a hackathon to showcase your Omni-channel routing skills and collaborate with others.
Show steps
-
Find a hackathon related to Omni-channel routing
-
Form a team or work individually
-
Develop an innovative solution to a real-world Omni-channel routing problem
Review What You Know
Show steps
Refresh your memory on the concepts that this course covers to ease into the learning process.
Show steps
Show steps
Show steps
- Go over your notes on routing
- Revisit the marketing and communications strategies for Omni-channel
Study Group Discussions
Show steps
Engage in discussions with peers to exchange ideas and reinforce your understanding of Omni-channel routing.
Browse courses on
Service Cloud
Show steps
Show steps
Show steps
- Join a study group or create one with fellow learners
- Meet regularly to discuss course topics and share insights
Routing Simulation Exercises
Show steps
Simulate real-world scenarios to practice routing phone calls and live chats using Omni-channel.
Show steps
Show steps
Show steps
- Set up a test environment
- Create a routing scenario
- Execute the scenario and observe the routing process
Four other activities
Expand to see all activities and additional details
Show all seven activities
Advanced Omni-channel Routing Workshop
Show steps
Attend a workshop to gain hands-on experience with advanced Omni-channel routing concepts.
Show steps
Show steps
Show steps
- Find a reputable workshop provider
- Register for the workshop
- Attend the workshop and actively participate
Design an Omni-channel Routing Strategy
Show steps
Create a plan for implementing and managing Omni-channel routing in a realistic scenario.
Show steps
Show steps
Show steps
- Research best practices for Omni-channel routing
- Analyze your current routing processes
- Design a new Omni-channel routing strategy
- Document your strategy in a clear and concise manner
Contribute to Omni-channel Projects
Show steps
Contribute to open-source projects related to Omni-channel routing to deepen your understanding and give back to the community.
Browse courses on
Chatbot Development
Show steps
Show steps
Show steps
- Identify open-source projects that align with your interests
- Find ways to contribute to the projects
- Collaborate with the project community
Omni-channel Routing Hackathon
Show steps
Participate in a hackathon to showcase your Omni-channel routing skills and collaborate with others.
Show steps
Show steps
Show steps
- Find a hackathon related to Omni-channel routing
- Form a team or work individually
- Develop an innovative solution to a real-world Omni-channel routing problem
Career center
Learners who complete Administering Omni-channel Features in Salesforce Service Cloud will develop knowledge and skills
that may be useful to these careers:
Customer Service Manager
Customer Service Manager
Customer Service Managers oversee service departments. In this role, you would lead an organization to increase customer happiness and improve support operations. This course may be useful for you because it can help you understand the needs of your team and how to improve their performance by leveraging key features in Salesforce Service Cloud.
Product Support Specialist
Product Support Specialist
Product Support Specialists provide support to users of a particular product or service. In this role, you would help users troubleshoot problems, answer questions, and provide documentation. This course may be useful for you because it can help you better understand the features of your product and how to support users across multiple channels.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide support to users of technical products or services. In this role, you would help users troubleshoot problems, answer questions, and provide documentation. This course may be useful for you because it can help you better understand the features of your product and how to support users across multiple channels.
Customer Success Manager
Customer Success Manager
Customer Success Managers help customers achieve their goals with a product or service. In this role, you would work with customers to identify their needs, develop plans to achieve their goals, and provide ongoing support. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Salesforce Administrator
Salesforce Administrator
Salesforce Administrators are responsible for managing and maintaining Salesforce instances. In this role, you would work with users to configure the system, create reports, and provide support. This course may be useful for you because it can help you better understand the features of Salesforce Service Cloud and how to configure it to meet the needs of your organization.
Business Analyst
Business Analyst
Business Analysts work with businesses to identify and solve problems. In this role, you would work with stakeholders to understand their needs, analyze data, and develop recommendations for improvement. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. In this role, you would work with stakeholders to define project scope, develop project plans, and manage project resources. This course may be useful for you because it can help you better understand the project management lifecycle and how to use Salesforce Service Cloud to manage projects.
Consultant
Consultant
Consultants provide advice and guidance to businesses on a variety of topics. In this role, you would work with clients to identify their needs, develop solutions, and implement change. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to identify trends and patterns. In this role, you would work with data to identify opportunities for improvement and develop recommendations for change. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software applications. In this role, you would work with code to create new features and fix bugs. This course may be useful for you because it can help you build a foundation in Salesforce Service Cloud and understand how to use it to improve the customer experience.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test software applications to ensure that they meet quality standards. In this role, you would work with software to identify and fix bugs. This course may be useful for you because it can help you build a foundation in Salesforce Service Cloud and understand how to use it to improve the customer experience.
Sales Representative
Sales Representative
Sales Representatives sell products or services to customers. In this role, you would work with customers to identify their needs, develop solutions, and close deals. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Marketing Manager
Marketing Manager
Marketing Managers develop and execute marketing campaigns to promote products or services. In this role, you would work with marketing teams to create content, manage campaigns, and track results. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
Product Manager
Product Manager
Product Managers are responsible for the development and launch of new products or services. In this role, you would work with teams to define product requirements, develop product plans, and manage product launches. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
UX Designer
UX Designer
UX Designers design the user experience for products or services. In this role, you would work with teams to create user-friendly interfaces and improve the overall user experience. This course may be useful for you because it can help you better understand the customer journey and how to use Salesforce Service Cloud to improve the customer experience.
For more career information including salaries, visit:
OpenCourser.com/course/0jopy9/administering
Reading list
We've selected eight books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Administering Omni-channel Features in Salesforce Service Cloud.
Provides a strategic framework for integrating customer contact channels and delivering a consistent customer experience. It covers topics such as channel integration, customer journey mapping, and performance measurement.
Discusses the importance of providing a seamless and effortless customer experience, which key goal of omnichannel routing.
Includes a chapter on using social media as an omnichannel channel, including best practices and case studies.
Provides a comprehensive overview of CRM concepts and tools. It covers topics such as customer segmentation, lead management, and customer loyalty.
Provides a practical guide to delivering excellent customer service. It covers topics such as communication skills, problem-solving, and complaint handling.
Save
Provides a crash course in user experience design. It covers topics such as user research, persona development, and testing.
Save
Discusses the future of customer service, including the role of omnichannel routing and other technologies.
Discusses the importance of customer success, which key goal of omnichannel customer service.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/0jopy9/administering
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Time
46 hours
Level
Intermediate
Via
Pluralsight
Instructor
Adrien Sacco
Language
English
Good to know
Covers key concepts foundational to this field of work
Provides a strong foundation for beginners seeking an edge in this field
Teaches the basics of routing life cycle
Teaches skills and knowledge highly relevant to customer service
Taught by an instructor who is recognized for their work in this field
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