When does class start/end?
Class hours may vary, please reach out to contact@ascendientlearning.com if you have any questions.
Administer and Maintain Service Cloud
Leverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for...
Read MoreOverview
Leverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization. Learn how to 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 to provide frictionless customer support. Learn how to configure a Customer Community so you can connect customers to knowledge articles and community members to find answers instantly.
- Note: This class uses Trailhead for hands-on exercises.
Skills Gained
When you complete this course, you will be able to:
- Set up 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.
- Set up the Salesforce Service Console app 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.
Who Can Benefit
This class is designed for experienced Salesforce Administrators who are responsible for setting up, configuring, and managing Service Cloud. Prior to taking this class, you should have a solid understanding of Salesforce functionality and concepts, at least 6 months of experience using Salesforce, and the Salesforce Administrator credential or equivalent knowledge.
Course Details
Lessons and Topics
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.
Salesforce Knowledge
- 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.
Lightning Service Console
- 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.
Salesforce Self-Service Communities
- 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.
Schedule
FAQ
Does the course schedule include a Lunchbreak?
Classes typically include a 1-hour lunch break around midday. However, the exact break times and duration can vary depending on the specific class. Your instructor will provide detailed information at the start of the course.
What languages are used to deliver training?
Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.
What does GTR stand for?
GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.
How do I find an Ascendient Learning training location?
We have training locations across the United States and Canada - View a complete list of classroom training locations.
Which delivery formats are available?
At Ascendient Learning, we offer training that is Instructor-Led, Online, Virtual, and Self-Paced.
Does Ascendient Learning deliver group training?
Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.
What does vendor-authorized training mean?
As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.
Is the training too basic, or will you go deep into technology?
It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.
How up-to-date are your courses and support materials?
We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.
Are your instructors seasoned trainers who have deep knowledge of the training topic?
Ascendient Learning instructors have an average of 27 years of practical IT experience and have also served as consultants for an average of 15 years. To stay current, instructors spend at least 25 percent of their time learning new, emerging technologies and courses.
Do you provide hands-on training and exercises in an actual lab environment?
Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.
Will you customize the training for our company’s specific needs and goals?
We will work with you to identify training needs and areas of growth. We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.
How do I get started with certification?
Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact info@ascendientlearning.com.
Will I get access to content after I complete a course?
You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.
How do I request a W9 for Ascendient Learning?
View our filing status and how to request a W9.
Reviews
The instructor really took his time and made sure I was able to understand the concepts.
ExitCertified provided great learning material and the instructor was great.
Great and very intuitive. Better than the traditional hit the wrong button/lose points.
The training was great . But i expected some of the Networking concepts would be covered in this certification .
I was very satisfied about how the course was organized. Sean Did a very good work
