Course Overview

Service Cloud Administration course teaches you to configure, and maintain the service cloud for your organizations. Service Cloud allows you to select the mode of communication with your customer. Salesforce Console created in Service Cloud provides a 360-degree view of each client and helps you identify the location of this client in your support process. Salesforce console uses tab based navigation and a dashboard interface which allows easy access to customer information and allows quick completion of work.

What you will learn

During this course, you will learn to:
1) Create Console for Service application
2) Manage tab based navigation
3) Develop service contracts with milestones
4) Setup Salesforce console
5) Help support representatives work efficiently
6) Configure online chat using Live Agent
7) Configuration and details about Communities
8) Use the CTI interface

Why get enrolled in this course

Enroll in this course to
1) Gain knowledge of the Salesforce configuration
2) Develop your skill set on creating Console
3) Learn the console features
4) Create quality service contracts with entitlements
5) Learn the capabilities of CTI interface
6) Understand the process of creation, publication, and maintenance of knowledge articles
7) Create Salesforce console for service
8) Use Live Agent and configure online chat

Course Offerings

1) Live/Virtual Training in the presence of online instructors
2) Quick look at Course Details, Contents, and Demo Videos
3) Quality Training Manuals for easy understanding
4) Anytime access to Reference materials
5) Gain your Course Completion Certificate on the Topic
6) Guaranteed high pay jobs after completing certification

Course Benefits

1) Setup and manage Salesforce console
2) Design your console
3) Create CTI interface
4) Develop service contracts with milestones
5) Maintain and set up service console to assist sales representatives
6) Manage online users with Live Agent Chat

Audience

1) New System administrators
2) Administrators
3) Developer

Prerequisite

1) Understanding of basic concepts of Salesforce
2) Completion of Administration Essentials for New Administrators Certification

Course Content

Lesson 1: Application Overview
This experience helps you understand the business requirements before creating a Console.
Assignment rules define conditions to determine how leads or cases get processed and escalation rules escalate cases automatically based on the criteria set in the rule entry.  Entitlement management allows you to decide and select the features you want to use.

Class 1:
Understand business requirements to create support process
About Salesforce automation, assignment rules, and escalation rules

Class 2:
Understand Entitlement Management
Enable multi-channel support by using the web to case setup, email to case setup and live agent setup

Lesson 2: Salesforce Knowledge
Salesforce knowledge lets you create and manage your company information and shares them safely and securely.  Salesforce knowledge is derived Knowledge articles. Knowledge articles can be FAQs, instructional steps or guidelines of your own based on your requirements.

Class 1:
Learn basic concepts of Salesforce Knowledge
Deploy knowledge using article types, data categories, and case integration

Class 2:
Create use cases for article type workflow and approval processes

Lesson 3: Multi-Channel Support in the Console for Service
This chapter introduces you to the features of Salesforce console and the various license available for Salesforce users.  Service cloud user, knowledge user, Live agent user, and customer community are the different license types available.

Class 1:
Understand the features of the Salesforce Console for Service
How to Assign Service Cloud User licenses to users

Class 2:
Create a Service Console app
Understand and enable Live Agent in the Console

Class 3:
Learn the basics of CTI
Enable and add the Salesforce Open CTI Demo to the Console

Lesson 4: Salesforce Communities

Communities play a vital role in Salesforce as they connect your employees, customers, and partners.  Based on your business needs, Salesforce lets you create and customize communities. Community setup covers tasks that you need to perform in Salesforce set up and the community. This session also teaches you to create a dashboard and setup reputation

Class 1:
Understand the setting up of communities
Enable Communities in a Salesforce organization

Class 2:
Create a Community
Customize a community
Develop a Dashboard for community
Learn about Reputation setup

FAQs

1. What do you mean by Salesforce Console?
Salesforce Console is a tab based workspace and allows to manage multiple records on a single screen. This console helps Sales and service representatives to manage multiple applications at one time and perform their work faster.

2. What are the limitations of Salesforce Console?
A few of the limitations of Salesforce Console are listed below:

a) Salesforce console is available only in supported browsers
b) All CRM content in Salesforce appear as Primary tabs in console
c) Salesforce console does not meet accessibility requirements
d) Salesforce Console does not support Chatter Messages

3. Who will implement Salesforce console apps for your company?
A console is an app, consisting of a group of tabs and provides application functionality. Salesforce offers standard apps, such as Sales and Service. Salesforce allows you to create a custom app that users select from the app menu and App Launcher.  Completion of this course enables you to be familiar with creating apps in Salesforce.

4. Who will use a Salesforce console in your organization?
All users who want to search, update and create records quickly make use of the Salesforce console. Salesforce helps users to identify the user profiles in an organization who require access to the console app.

5. Why is the knowledge articles vital?
Knowledge articles serve as single point of contact providing all information about your products and services. These items help in improving your agent productivity and customer satisfaction.

6. What makes knowledge base unique in service cloud?
Integrating knowledge base with service cloud allows your agent to find articles at one place as they start to work on cases.  Knowledge base significantly increases the speed of work and provides quick customer support.

7. What is the difference between public cloud and private cloud?
Cloud services provided over the internet with little or no control over the underlying technology is called a public cloud. Cloud services provided with security over the internet by a company intranet or datacenter is called private cloud

8. What is approval process?
An automated business process that allows your organization to approve records in Salesforce is the approval process.  An approval process consists of the following:

a) Steps required for  approval of a record
b) Person responsible for giving approval at each step
c) Actions required when a record is approved, rejected or first submitted for approval
 

9. What is the duration of Service Cloud Administration?
You will attend 5 days class