SERVICE CLOUD Online Training


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 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


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


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


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


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


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


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      


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


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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Simple to Learn

4 5 1
Learn at your own place. Online content. Good online support team. Got 180 days to go through the course. Course content is a bit weak that other websites like goleansixsigma. Price is cheap. The representative assigned to me Sharon Wright however didn't respond to my emails. I bought Course voucher as well. Practice 3 tests provided. However how similar Course pattern is a question. Hope they revise the videos frequently.

Great Company

5 5 1
I was very satisfied with my experience with IQ ONLINE TRAININGS. The site is very well organized and easy to use. Their ticketing system for support was easy to understand and they provided responses to my issues very quickly. Their live chat support was also a very nice experience to use. I was able to speak with a support agent named rani who was very helpful with resolving my issues. I hope to continue using their site to further my career.

How was your learning experience with IQ ONLINE TRAININGS?

5 5 1
My learning with IQ ONLINE TRAININGS was for PMP training and exam preparation (180days access). It’s been a worthwhile learning experience - the course was easier to understand than and helped memory retention. Also the online support team were so kind and helpful-when i ran out of time and my exam was a month away they extended my access for extra 30 days. Success all the way. ---

Excellent Software Development

4 5 1
I confirm that IQ Online Training team is working excellent software development training programs online.And the instructor of the training explains the every concept of programming in well mannered.And it is the better way to do learn from anywhere without any problem.And the online 24*7 helpline support is very good.The recording of every classes and the and code is very helpful to clear any doubt at any time. I would highly recommend your support team that the IQ Online Training is the best training provider team.

Support from the team is just awesome

3 5 1
You are setting new standards for service. Support from the team is just awesome. Quick, Consistent and Crisp.

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