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SVC201 : Service Cloud Essentials for Managers

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

* Price excludes Exam

Overview

Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multichannel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.

Audience Profile

This course is designed for professionals who directly or indirectly manage support teams. 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

  • Advise your Salesforce administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance

Course Outline

Course Information
DURATION
2 Days
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