SALESFORCE SERVICE CLOUD

Salesforce Service Cloud – Course Curriculum

Module 1 – Introduction to Service Cloud: Overview of Salesforce Service Cloud, understanding its features, benefits, and role in customer service management.

Module 2 – Service Cloud Setup & Navigation: Setting up Service Cloud in Salesforce, configuring Service Console, and understanding key objects like Cases, Accounts, Contacts, and Solutions.

Module 3 – Case Management: Creating and managing cases, assignment rules, escalation rules, and case lifecycle automation.

Module 4 – Knowledge Management: Building and managing knowledge articles, article types, data categories, and integrating Knowledge with Service Console.

Module 5 – Service Processes & Automation: Using Omni-Channel for routing, designing Service Processes, macros, quick actions, and workflow automation.

Module 6 – Service Cloud Console & Productivity Tools: Configuring console layouts, utility bars, and productivity features to enhance agent efficiency.

Module 7 – Reports & Dashboards: Creating service-related reports, dashboards, and metrics to track team performance and customer satisfaction.

Module 8 – AI & Einstein in Service Cloud: Introduction to Einstein Bots, AI-powered case classification, and predictive analytics for customer service.

Module 9 – Security & Permissions: Setting up roles, profiles, sharing rules, and field-level security for Service Cloud users.

Module 10 – Real-time Project & Certification: Implementing a complete Service Cloud solution including cases, knowledge, automation, and dashboards, followed by final assessment and certification.