SERVICE CLOUD Online Training

Introduction

The Service Cloud is one of the service modules of SalesForce software. It provides the leading platform for social customer service. It includes contacts, Accounts, Cases, and solutions. It has features such as web to case, public knowledge base, self-service portal, call center and customer service automation. It’s a unique and powerful customer service solution that is structured to enhance more effective and productive customer service actions globally.

COURSE SUMMARY

Course Name Service Cloud Online Training
Contents Fundamentals, Roles, and actions of Service Cloud
Duration 30 Hours with Flexible timings
Delivery Instructor Led-Live Online Training
Eligibility Any Graduate
Live Online Training Live Interactive Training by Certified & Industry Expert Trainers by Providing On-Demand Server and Lab access.
Ideal For Aspiring job seekers in the field of cloud computing
Availability Regular/Weekend Batches. 24×7 teaching assistance and support.

Course Objectives

  • Design and implement successful solutions.
  • Meet and manage customer expectations.
  • Anticipate and mitigate risk.
  • Consistently deliver effective business solutions.
  • Increase customer confidence.
  • Build solutions that are scalable and maintainable.
  • Manage solution delivery and any issues that arise.
  • Prioritize and escalate customer issues.
  • Troubleshoot and resolve issues.
  • Set up change administration practices to deliver long-term solution success.

PREREQUISITES: Basic Knowledge of Business Process and Cloud Computing

Course Curriculum

MODULE 1: INDUSTRY KNOWLEDGE    

TOPICS: Factors for Key Contact Center Metrics, Business Challenges, and KPI’S Use Cases, Benefits for Different Channels, Costs, Challenges for Business Continuity in the Contact Center, Compare Different Types of Contact Centers and their Business Drivers, Various Components of a Contact Center, Core Tenets of KCS

MODULE 2: IMPLEMENTATION STRATEGIES        

TOPICS: Facilitate a Successful Consulting Engagement, Contact Center Deployment Strategies

MODULE 3: SERVICE CLOUD SOLUTION DESIGN

TOPICS: Analyze the Suitability to Include Custom Application Development, Limitations and Design Tradeoffs, Analyze Customer Requirements, Performance Optimization, Components, Sales Force Console for Service

MODULE 4: KNOWLEDGE MANAGEMENT          

TOPICS: Article Life Cycle, Manage Knowledge Adoption and Maintenance, Configure Data Categories, Solutions, Publishing Workflow and Article Types, Data Migration Strategy, Set of Requirements, Compare and Contrast Files Content and Knowledge

MODULE 5: INTERACTION CHANNELS

TOPICS: Use Cases And Functionality, Configuration of Email to Case Ad Web to Case and Differentiate Between Them, Open Citi Features, Implications, and Architecture, Communities Solution, Configuring an Interaction Channel Solution

MODULE 6: CASE MANAGEMENT      

TOPICS: Design a Case Management Solution, Relationships Between Cases and Other Fields Such as Knowledge, Live Agent, Communities, Entitlements and Assets, Set of KPIs and Appropriate Case Management Solution for it, Configure The Service Entitlements in Salesforce, Capabilities, Use Cases, Limitations of The Visual Workflow Pertinent to Case Management, Managing Cases Using Social Media      

MODULE 7: CONTACT CENTER ANALYTICS          

TOPICS: For a Set of Desired Metrics, Provide Reporting Solution Using Various Contact Center Technologies, Designing Reports and Dashboards to Serve Different Stakeholders, Techniques to Find Adoption Given Customer Size, Required Metrics and Implementation Design

MODULE 8: INTEGRATION AND DATA MANAGEMENT

TOPICS: Examine the Design and Implications of Large Data and Transaction Volumes, Use Cases and Considerations Like for Contact Center Integration Patterns, Use Cases and Considerations for Data Migration and Data Quality

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