Service Cloud Administration in Lightning Experience (ADX261)

Course Modality

Instructor-led (classroom)

Course Level

Beginner

Course Time

2 days

Course Language

English

Course Overview

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.

Prerequisites

There are no prerequisites in this course.

Intended Audience

Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Administrators course

Why The DataTech Labs ?

Self-Paced Online Video

A 360-degree learning approach that you can adapt to your learning style

Engage and learn more with these live and highly-interactive classes alongside your peers

24/7 Teaching Assistance

24/7 Teaching Assistance Keep engaged with integrated teaching

Online Practice Labs

Projects provide you with sample work to show prospective employers.

Applied Projects

Real-world projects relevant to what you’re learning throughout the program

Learner Social Forums

A support team focused on helping you succeed alongside a peer community

Skill Covered

In this course, students learn how to:

Setup the case management process automating the support process with queues, assignment/escalation rules, and Process Builder
Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
Enable entitlements to set up service contracts
Setup the Salesforce Service Console app and to help your support reps work more efficiently

Understand the capabilities of the Softphone Utility in the Lightning Console
Configure online chat with customers using Web Chats
Understand and set up Communities

Get In Touch

Course Curriculum

Module 1:

Case Escalations and Entitlements

Create processes to streamline a support team’s workflow and case management.
Customize fields, page layouts and record types for different kinds of support cases.
Define picklist values for each new record type.
Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.
Create and manage entitlements to customize the level of support for each customer.

Module 2:

Enable Lightning Knowledge and assign appropriate user licenses.
Customize page layouts and record types to support knowledge article management.
Customize access to, permissions for, and visibility of knowledge tools and processes.
Create and manage articles to ensure quality of information.
Manage and close cases more efficiently using knowledge articles.

Module 3:

Create your own Service Console app.
Customize the Lightning Console pages.
Add Utilities to your Console.
Enable and utilize Chat (formerly Live Agent).
Optimize the use of Omni-Channel.

Module 4:

Enable communities in your Salesforce org.
Create a permission set for effective administration of communities.
Customize the look and layout of the community.
Add the Reputation component to the community.