Service Cloud Administration in Lightning Experience is a must for experienced administrators who need to configure and maintain the Service Cloud for their organizations. Using real-world scenarios, this course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, set up the Service Console application, add the Softphone Utility to your Lightning Console, and set up Web Chats. This course will also teach administrators how to configure a Customer Community.
There are no prerequisites in this course.
Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Administrators course
In this course, students learn how to:
Case Escalations and Entitlements
The Salesforce Service Cloud Consultant credential is designed for those who have experience implementing Service Cloud solutions in a customer-facing role. Candidates should be able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.
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