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Training is not a commodity – all training centres are not the same. Iverson Associates Sdn Bhd is the most established, the most reputable, and the top professional IT training provider in Malaysia. With a large pool of experienced and certified trainers, state-of-the-art facilities, and well-designed courseware, Iverson offers superior training, a more impactful learning experience and highly effective results.
At Iverson, our focus is on providing high-quality IT training to corporate customers, meeting their learning needs and helping them to achieve their training objectives. Iverson has the flexibility to provide training solutions whether for a single individual or the largest corporation in a well-paced or accelerated training programme.
Our courses continue to evolve along with the fast-changing technological advances. Our instructor-led training services are available on a public and a private (in-company) basis. Some of our courses are also available as online, on demand, and hybrid training.
ADM261 : Service Cloud Administration
TRAINING ONLY
Overview
Service Cloud Administration 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, create the Console for Service application, configure the SoftPhone using Open CTI, and set up Live Agent. This course will also teach administrators how to configure a Customer Community.
Audience Profile
Service Cloud Administration is designed for:
- Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Administrators course
At Course Completion
- Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow
- Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
- Enable entitlements to set up service contracts with milestones
- Setup the Salesforce Console for Service and to help your support reps work more efficiently
- Understand the capabilities of CTI interface in the Console
- Configure online chat with customers using Live Agent
- Understand and set up Communities
Course Outline
| Course Information |
|---|
| DURATION 2 Days |
| Schedule |
|---|
23-24 Dec 2019 23-24 Mar 2020 17-18 Aug 2020 |
PMP, Project Management Professional (PMP), CAPM, Certified Associate in Project Management (CAPM) are registered marks of the Project Management Institute, Inc.