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Adrien Sacco
This course will teach you how to administer Salesforce Service Cloud, allowing you to solve the challenges that a support organization faces. You'll learn how to configure the objects and features that enable a productive service organization.
Read more
This course will teach you how to administer Salesforce Service Cloud, allowing you to solve the challenges that a support organization faces. You'll learn how to configure the objects and features that enable a productive service organization.
Read more
This course will teach you how to administer Salesforce Service Cloud, allowing you to solve the challenges that a support organization faces. You'll learn how to configure the objects and features that enable a productive service organization.
Salesforce Service Cloud is one of the key Salesforce Clouds and leaders of the market, allowing companies worldwide to streamline and optimize their service departments. In this course, Salesforce Administration: Service and Support Applications, you’ll learn to administer and maintain the service and support features of a Salesforce Service Cloud organization. First, you’ll discover the important features that make up the Service Cloud and how they work together to enable a great agent experience. Next, you’ll explore how to design the proper workflows in Service Cloud to identify and track the different types of requests your company deals with by using record types and service processes. Finally, you’ll learn how to automate the assignment of service requests by leveraging auto-assignment rules, omni-channel, and channel integrations. When you’re finished with this course, you’ll have the skills and knowledge of Service Cloud needed to administer your Service Cloud organization with success, making your users lives easier.
Register for this course and see more details by visiting:
OpenCourser.com/course/xoegjd/salesforce
What's inside
Syllabus
Course Overview
Introduction to Service and Support in Salesforce
Designing Service Processes in Salesforce Service Cloud
Case Assignment in Salesforce Service Cloud
Read more
Syllabus
Course Overview
Introduction to Service and Support in Salesforce
Designing Service Processes in Salesforce Service Cloud
Case Assignment in Salesforce Service Cloud
Read more
Integrating Channels in Salesforce Service Cloud
Prioritizing Work in Salesforce Service Cloud
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines Service Cloud, which is highly relevant to the service and support industry
Taught by Adrien Sacco, who are recognized for their work in Salesforce Administration
Develops skills and knowledge needed to administer Salesforce Service Cloud successfully, making users' lives easier
Requires learners to come in with a basic understanding of Salesforce
Save this course
Save Salesforce Administration: Service and Support Applications to your list so you can find it easily later:
Save
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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 Salesforce Administration: Service and Support Applications with these
activities:
Review basic customer service principles
Show steps
Get better reacquainted with customer service basics to be better prepared to learn Salesforce Service Cloud.
Browse courses on
Customer Service
Show steps
-
Read articles or blog posts about customer service principles
-
Review your previous notes or textbooks on customer service
-
Watch videos or tutorials on customer service best practices
Review Salesforce Basics
Show steps
Review the fundamentals of Salesforce, including the data model, user interface, and common features.
Browse courses on
Salesforce Platform
Show steps
-
Read Salesforce documentation
-
Complete Salesforce Trailhead modules
Find a mentor who can provide guidance on your Salesforce Service Cloud journey
Show steps
Having a mentor can provide you with valuable guidance and support as you learn Salesforce Service Cloud.
Show steps
-
Network with other Salesforce professionals
-
Attend industry events
-
Reach out to people in your field who you admire
15 other activities
Expand to see all activities and additional details
Show all 18 activities
Explore Salesforce Service Cloud Trailmix
Show steps
Begin learning the basics of Salesforce Service Cloud through a structured guided learning path.
Browse courses on
Service Cloud
Show steps
-
Create a free Salesforce Trailhead account
-
Enroll in the Salesforce Service Cloud Trailmix
-
Complete the modules and earn badges
Join a Salesforce Service Cloud study group
Show steps
Study groups are a great way to collaborate with other learners and get help with challenging concepts.
Show steps
-
Find a study group to join
-
Attend study group meetings
-
Participate in group discussions
Watch Pluralsight videos on Service Cloud
Show steps
Watching Pluralsight videos is a great way to supplement your learning and gain a deeper understanding of Salesforce Service Cloud.
Show steps
-
Create a Pluralsight account
-
Search for Salesforce Service Cloud tutorials
-
Watch the tutorials and take notes
Practice Case Management
Show steps
Follow guided tutorials to practice creating, managing, and resolving cases in Salesforce Service Cloud.
Browse courses on
Case Management
Show steps
-
Complete Trailhead module: Case Management Basics
-
Create a case and track its progress
-
Respond to and resolve customer inquiries
Complete Salesforce Service Cloud Trailhead modules
Show steps
Trailhead modules provide hands-on practice with Salesforce Service Cloud, which will help you solidify your understanding of the concepts.
Show steps
-
Create a Trailhead account
-
Search for Salesforce Service Cloud modules
-
Complete the modules and earn badges
Practice creating and managing cases
Show steps
Build proficiency in handling customer cases by practicing in a simulated environment.
Browse courses on
Service Cloud
Show steps
-
Set up a Salesforce Developer Edition org
-
Create a few sample cases
-
Assign cases to different users
-
Resolve cases and track their progress
Volunteer to mentor a new Salesforce Service Cloud user
Show steps
Mentoring others is a great way to reinforce your understanding of Salesforce Service Cloud and help others succeed.
Show steps
-
Find a new Salesforce Service Cloud user to mentor
-
Provide guidance and support
-
Answer questions
Design a Service Process Workflow
Show steps
Create a visual representation of a service process, outlining the steps and decision points involved in handling customer requests.
Browse courses on
Ticket Management
Show steps
-
Identify the different types of service requests
-
Define the steps and transitions for each type
-
Create a flowchart or diagram to visualize the process
Write a blog post about your experience with Salesforce Service Cloud
Show steps
Writing a blog post will help you reflect on what you've learned, and it can also help others who are interested in learning about Salesforce Service Cloud.
Show steps
-
Choose a topic for your blog post
-
Write a draft of your blog post
-
Edit and revise your blog post
-
Publish your blog post
Configure Omni-Channel
Show steps
Practice configuring Omni-Channel to enable customer support across multiple channels, such as phone, email, and chat.
Show steps
-
Set up agents and queues
-
Configure routing rules
-
Test the Omni-Channel functionality
Contribute to an open-source Salesforce Service Cloud project
Show steps
Contributing to open-source projects is a great way to learn about Salesforce Service Cloud and give back to the community.
Show steps
-
Find an open-source Salesforce Service Cloud project to contribute to
-
Submit a pull request
-
Review code changes
Attend a Salesforce Community Meetup
Show steps
Network with other Salesforce professionals, share knowledge, and learn about industry best practices.
Show steps
-
Find a local Salesforce Community Meetup
-
Attend the event
-
Connect with other attendees
Contribute to the Salesforce Open Source Projects
Show steps
Participate in open-source projects related to Salesforce, such as Salesforce Extensions or Lightning Components, to enhance your technical skills and contribute to the community.
Show steps
-
Identify a suitable project to contribute to
-
Fork the project and make your changes
-
Submit a pull request
Provide Pro Bono Salesforce Support
Show steps
Volunteer your Salesforce skills to assist non-profit organizations or individuals in need of technical support.
Show steps
-
Identify a volunteer opportunity
-
Contact the organization and offer your assistance
-
Provide remote or on-site support
Create a Study Guide
Show steps
Compile notes, assignments, quizzes, and exams to reinforce your understanding of the course material.
Show steps
-
Gather your course materials
-
Organize and summarize the information
-
Create a study guide document
Review basic customer service principles
Show steps
Get better reacquainted with customer service basics to be better prepared to learn Salesforce Service Cloud.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Read articles or blog posts about customer service principles
- Review your previous notes or textbooks on customer service
- Watch videos or tutorials on customer service best practices
Review Salesforce Basics
Show steps
Review the fundamentals of Salesforce, including the data model, user interface, and common features.
Browse courses on
Salesforce Platform
Show steps
Show steps
Show steps
- Read Salesforce documentation
- Complete Salesforce Trailhead modules
Find a mentor who can provide guidance on your Salesforce Service Cloud journey
Show steps
Having a mentor can provide you with valuable guidance and support as you learn Salesforce Service Cloud.
Show steps
Show steps
Show steps
- Network with other Salesforce professionals
- Attend industry events
- Reach out to people in your field who you admire
15 other activities
Expand to see all activities and additional details
Show all 18 activities
Explore Salesforce Service Cloud Trailmix
Show steps
Begin learning the basics of Salesforce Service Cloud through a structured guided learning path.
Browse courses on
Service Cloud
Show steps
Show steps
Show steps
- Create a free Salesforce Trailhead account
- Enroll in the Salesforce Service Cloud Trailmix
- Complete the modules and earn badges
Join a Salesforce Service Cloud study group
Show steps
Study groups are a great way to collaborate with other learners and get help with challenging concepts.
Show steps
Show steps
Show steps
- Find a study group to join
- Attend study group meetings
- Participate in group discussions
Watch Pluralsight videos on Service Cloud
Show steps
Watching Pluralsight videos is a great way to supplement your learning and gain a deeper understanding of Salesforce Service Cloud.
Show steps
Show steps
Show steps
- Create a Pluralsight account
- Search for Salesforce Service Cloud tutorials
- Watch the tutorials and take notes
Practice Case Management
Show steps
Follow guided tutorials to practice creating, managing, and resolving cases in Salesforce Service Cloud.
Browse courses on
Case Management
Show steps
Show steps
Show steps
- Complete Trailhead module: Case Management Basics
- Create a case and track its progress
- Respond to and resolve customer inquiries
Complete Salesforce Service Cloud Trailhead modules
Show steps
Trailhead modules provide hands-on practice with Salesforce Service Cloud, which will help you solidify your understanding of the concepts.
Show steps
Show steps
Show steps
- Create a Trailhead account
- Search for Salesforce Service Cloud modules
- Complete the modules and earn badges
Practice creating and managing cases
Show steps
Build proficiency in handling customer cases by practicing in a simulated environment.
Browse courses on
Service Cloud
Show steps
Show steps
Show steps
- Set up a Salesforce Developer Edition org
- Create a few sample cases
- Assign cases to different users
- Resolve cases and track their progress
Volunteer to mentor a new Salesforce Service Cloud user
Show steps
Mentoring others is a great way to reinforce your understanding of Salesforce Service Cloud and help others succeed.
Show steps
Show steps
Show steps
- Find a new Salesforce Service Cloud user to mentor
- Provide guidance and support
- Answer questions
Design a Service Process Workflow
Show steps
Create a visual representation of a service process, outlining the steps and decision points involved in handling customer requests.
Browse courses on
Ticket Management
Show steps
Show steps
Show steps
- Identify the different types of service requests
- Define the steps and transitions for each type
- Create a flowchart or diagram to visualize the process
Write a blog post about your experience with Salesforce Service Cloud
Show steps
Writing a blog post will help you reflect on what you've learned, and it can also help others who are interested in learning about Salesforce Service Cloud.
Show steps
Show steps
Show steps
- Choose a topic for your blog post
- Write a draft of your blog post
- Edit and revise your blog post
- Publish your blog post
Configure Omni-Channel
Show steps
Practice configuring Omni-Channel to enable customer support across multiple channels, such as phone, email, and chat.
Show steps
Show steps
Show steps
- Set up agents and queues
- Configure routing rules
- Test the Omni-Channel functionality
Contribute to an open-source Salesforce Service Cloud project
Show steps
Contributing to open-source projects is a great way to learn about Salesforce Service Cloud and give back to the community.
Show steps
Show steps
Show steps
- Find an open-source Salesforce Service Cloud project to contribute to
- Submit a pull request
- Review code changes
Attend a Salesforce Community Meetup
Show steps
Network with other Salesforce professionals, share knowledge, and learn about industry best practices.
Show steps
Show steps
Show steps
- Find a local Salesforce Community Meetup
- Attend the event
- Connect with other attendees
Contribute to the Salesforce Open Source Projects
Show steps
Participate in open-source projects related to Salesforce, such as Salesforce Extensions or Lightning Components, to enhance your technical skills and contribute to the community.
Show steps
Show steps
Show steps
- Identify a suitable project to contribute to
- Fork the project and make your changes
- Submit a pull request
Provide Pro Bono Salesforce Support
Show steps
Volunteer your Salesforce skills to assist non-profit organizations or individuals in need of technical support.
Show steps
Show steps
Show steps
- Identify a volunteer opportunity
- Contact the organization and offer your assistance
- Provide remote or on-site support
Create a Study Guide
Show steps
Compile notes, assignments, quizzes, and exams to reinforce your understanding of the course material.
Show steps
Show steps
Show steps
- Gather your course materials
- Organize and summarize the information
- Create a study guide document
Career center
Learners who complete Salesforce Administration: Service and Support Applications will develop knowledge and skills
that may be useful to these careers:
Salesforce Administrator
Salesforce Administrator
A Salesforce Administrator is responsible for the implementation, configuration, maintenance, and support of Salesforce products. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to configure and manage the features of Salesforce Service Cloud, including how to create and manage cases, track customer interactions, and automate workflows. This course will also help you build a foundation in Salesforce development, which is essential for any Salesforce Administrator.
Service Cloud Consultant
Service Cloud Consultant
A Service Cloud Consultant helps businesses implement and optimize their Salesforce Service Cloud deployments. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to configure and manage the features of Salesforce Service Cloud, including how to create and manage cases, track customer interactions, and automate workflows. You'll also learn about the latest trends and best practices in Service Cloud, which will help you provide valuable advice to your clients.
Technical Support Specialist
Technical Support Specialist
A Technical Support Specialist provides technical support to users of Salesforce products. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to troubleshoot and resolve issues with Salesforce products, including how to use the Salesforce knowledge base and community forums. You'll also learn about the latest trends and best practices in Salesforce support, which will help you provide excellent customer service.
Customer Success Manager
Customer Success Manager
A Customer Success Manager helps businesses achieve success with their Salesforce products. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to manage customer relationships, identify customer needs, and develop and implement Salesforce solutions. You'll also learn about the latest trends and best practices in customer success management, which will help you build strong relationships with your clients and help them achieve their business goals.
Salesforce Developer
Salesforce Developer
A Salesforce Developer develops and implements Salesforce applications. This course, Salesforce Administration: Service and Support Applications, will help you build a foundation in Salesforce development. You'll learn how to use the Salesforce platform to create custom objects, fields, and reports. You'll also learn about the different types of Salesforce applications and how to develop and deploy them. This course is a great starting point for anyone who wants to become a Salesforce Developer.
Business Analyst
Business Analyst
A Business Analyst works with businesses to identify and solve business problems. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to gather and analyze business requirements, develop and implement Salesforce solutions, and evaluate the success of Salesforce projects. You'll also learn about the latest trends and best practices in business analysis, which will help you become a valuable asset to any organization.
Project Manager
Project Manager
A Project Manager plans, executes, and closes projects. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to develop project plans, manage project budgets, and track project progress. You'll also learn about the different types of project management methodologies and how to use them to successfully manage Salesforce projects.
Salesforce Architect
Salesforce Architect
A Salesforce Architect designs and implements Salesforce solutions. This course, Salesforce Administration: Service and Support Applications, will help you build a foundation in Salesforce architecture. You'll learn about the different components of a Salesforce solution, including how to design and implement custom objects, fields, and reports. You'll also learn about the different types of Salesforce integrations and how to use them to connect Salesforce to other systems. This course is a great starting point for anyone who wants to become a Salesforce Architect.
Data Analyst
Data Analyst
A Data Analyst collects, analyzes, and interprets data. This course, Salesforce Administration: Service and Support Applications, will help you develop the skills and knowledge you need to be successful in this role. You'll learn how to use Salesforce to extract, transform, and load data. You'll also learn how to use Salesforce to create and analyze reports and dashboards. This course is a great starting point for anyone who wants to become a Data Analyst.
IT Manager
IT Manager
An IT Manager is responsible for the planning, implementation, and management of an organization's IT infrastructure. This course, Salesforce Administration: Service and Support Applications, may be helpful for IT Managers who are responsible for managing Salesforce deployments. You'll learn about the different components of a Salesforce solution, including how to design and implement custom objects, fields, and reports. You'll also learn about the different types of Salesforce integrations and how to use them to connect Salesforce to other systems.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for the planning, execution, and measurement of marketing campaigns. This course, Salesforce Administration: Service and Support Applications, may be helpful for Marketing Managers who are responsible for using Salesforce to manage marketing campaigns. You'll learn how to use Salesforce to create and manage marketing campaigns, track campaign performance, and generate leads.
Sales Manager
Sales Manager
A Sales Manager is responsible for the planning, execution, and measurement of sales activities. This course, Salesforce Administration: Service and Support Applications, may be helpful for Sales Managers who are responsible for using Salesforce to manage sales activities. You'll learn how to use Salesforce to create and manage sales pipelines, track sales performance, and generate leads.
Operations Manager
Operations Manager
An Operations Manager is responsible for the planning, execution, and measurement of operational activities. This course, Salesforce Administration: Service and Support Applications, may be helpful for Operations Managers who are responsible for using Salesforce to manage operational activities. You'll learn how to use Salesforce to create and manage operational processes, track operational performance, and generate insights.
Financial Analyst
Financial Analyst
A Financial Analyst is responsible for the analysis and interpretation of financial data. This course, Salesforce Administration: Service and Support Applications, may be helpful for Financial Analysts who are responsible for using Salesforce to manage financial data. You'll learn how to use Salesforce to create and manage financial reports, track financial performance, and generate insights.
Human Resources Manager
Human Resources Manager
A Human Resources Manager is responsible for the planning, execution, and measurement of human resources activities. This course, Salesforce Administration: Service and Support Applications, may be helpful for Human Resources Managers who are responsible for using Salesforce to manage human resources activities. You'll learn how to use Salesforce to create and manage employee records, track employee performance, and generate insights.
For more career information including salaries, visit:
OpenCourser.com/course/xoegjd/salesforce
Reading list
We've selected three 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
Salesforce Administration: Service and Support Applications.
This general guide to customer service provides a good overview of the principles and practices of providing excellent customer service, which can be beneficial for those working in the service and support industry.
Provides a good overview of the principles and practices of providing excellent customer service, which can be beneficial for those working in the service and support industry.
This academic book provides a comprehensive overview of service management principles and practices, which can be beneficial for those working in the service and support industry.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/xoegjd/salesforce
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Time
158 hours
Level
Intermediate
Via
Pluralsight
Instructor
Adrien Sacco
Language
English
Good to know
Examines Service Cloud, which is highly relevant to the service and support industry
Taught by Adrien Sacco, who are recognized for their work in Salesforce Administration
Develops skills and knowledge needed to administer Salesforce Service Cloud successfully, making users' lives easier
Requires learners to come in with a basic understanding of Salesforce
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