Salesforce Service Cloud Consultant

Categories: CRM & Salesforce
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About Course

Build modern customer service on Service Cloud: case management, omni-channel routing, knowledge, entitlements and service console.

Who this training is for

  • Service operations and contact-centre teams
  • Salesforce admins and consultants

Syllabus

  1. Module 1: Case management — Record types, assignment, escalation
  2. Module 2: Channels — Email-to-case, web-to-case, messaging
  3. Module 3: Omni-Channel — Routing, presence, skills
  4. Module 4: Knowledge — Articles, data categories
  5. Module 5: Entitlements — SLAs and milestones
  6. Module 6: Analytics & exam prep — Service KPIs, practice tests

🏢 Training your team?

This course is available as live online batches, onsite workshops at your office, or self-paced access for your employees with progress reports for HR. The syllabus can be tailored to your systems and projects.

🎁 Book a free demo for your team Corporate plans

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What Will You Learn?

  • Configure cases, queues and assignment rules
  • Set up Omni-Channel routing and the Service Console
  • Implement Knowledge, entitlements and milestones
  • Prepare for the Service Cloud Consultant exam

Course Content

Module 1: Case management
Record types, assignment, escalation

Module 2: Channels
Email-to-case, web-to-case, messaging

Module 3: Omni-Channel
Routing, presence, skills

Module 4: Knowledge
Articles, data categories

Module 5: Entitlements
SLAs and milestones

Module 6: Analytics & exam prep
Service KPIs, practice tests

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