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
Ideal For Aspiring job seekers in the field of cloud computing
Next Batch Please visit the schedule section

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 Cti 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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Well structured course and brilliant customer support

★★★★★
5 5 1
This is the first ever course I enrolled for on IQ ONLINE TRAININGS and I can say that it is perfectly structured and makes it easy to learn and enhance knowledge. Also, assistance provided was prompt and up to the mark, which is highly appreciated. I'm definitely going to enroll for other courses on IQ ONLINE TRAININGS and recommend others to do so as well.

Very Good

★★★★★
5 5 1
The Instructor is very good, I respect the way he teaches and really like the interest he comes with, i'm impressed. Concepts are clear, understanding is obtained, Nice to be part of IQ Online Training. Good job!

Really been great set of Classes

★★★★☆
4 5 1
It’s really been great set of classes with IQ Online Training!. I consider myself lucky to discovered and be part of IQ Online Training!. I loved the way Instructor took out extra time for every question made & explained in depth.

Extremely Hard Working

★★★★☆
4 5 1
IQ Online Training has been an unique and fulfilling experience. The course contents are up-to-date and the instructors are industry trained and extremely hard working. The support is always willing to help you out in various ways as promptly as possible. IQ Online Training redefines the way online training is conducted by making it as futuristic as possible, with utmost care and minute detailing, packaged into the a unique virtual classroom. Thank you IQ Online Training!

Excellent Customer Support

★★★★★
5 5 1
Knowledgeable Presenters, Professional Materials, Excellent Customer Support what else can a person ask for when acquiring a new skill or knowledge to enhance their career. IQ Online Training true to its name, is the place to gather,garner and garden the knowledge for all around the globe. My Best wishes to IQ Online Training's team for their upcoming bright future.

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