Salesforce Administration: Service and Support Applications from Pluralsight

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.

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

Integrating Channels in Salesforce Service Cloud

Prioritizing Work in Salesforce Service Cloud

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

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

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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