Training with Iverson classes

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.

SVC101 : Service Cloud Essentials for Agents

Course Only TRAINING ONLY
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RM3,600.00(+RM216.00 Tax)
* Training Dates:

* Price excludes Exam

Overview

Salesforce Service Cloud assists support agents with their daily activities, from collaborating with other agents to logging and resolving cases. In this interactive course, support agents will gain hands-on experience using Service

Cloud to share knowledge with each other and with customers, divert cases by creating self-service resources for customers (including knowledge base articles), receive cases through a variety of channels (including CTI and social media), and use a web-based console specifically built for support agents to manage and resolve cases efficiently.

Audience Profile

This course is designed for support agents. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.

At Course Completion

  • Help customers resolve their issues using self-service communities
  • Learn how to receive customer issues through a variety of channels including CTI and social media
  • View and manage customer information and cases in a single console
  • Work with specialized automation tools that are meant to increase agent productivity
  • Collaborate and share knowledge with customers and teammates

Course Outline

Course Information
DURATION
2 Days
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