Salesforce: Administer and Maintain Service Cloud (ADX261)

Price

HKD 12,400

Duration

2-Day

About the Course

Leverage Service Cloud to scale support efforts and improve customer service. In this 2-day class, attendees will learn how to configure and maintain Service Cloud for their organization and add the Softphone Utility to Lightning Console. They will also learn how to set up service contracts with milestones and entitlements, the Service Console application, and Web Chats to provide frictionless customer support. Lastly, learn how to configure a Customer Community so customers can find answers to their questions through knowledge articles and community members.

Who should attend

  1. Experienced Salesforce Administrators

  2. Anyone who are responsible for setting up, configuring, and managing Service Cloud

  3. Attendees should have a solid understanding of Salesforce functionality and concepts

  4. Attendees should have at least 6 months of experience using Salesforce, and the Salesforce Administrator credential or equivalent knowledge prior to taking this class

Course outline

  1. Case Escalations and Entitlements

  2. Salesforce Knowledge

  3. Lightning Service Console

  4. Salesforce Self-Service Communities

Course format

  • Individual Training or Corporate Training

  • Virtual Training

Certification award

Certicate of Attendance

Prerequisites

None

Course fee

HKD 12,400

Funding Opportunities 

This course is RTTP approved by VTC, with reimbursement of 2/3 of training course fees.

Your Instructor

Salesforce

This course will be taught by Salesforce Certified Instructor(s)

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