3 arrows

Get 50% Off ForgeRock Training Bundles

closeClose

Service Cloud Administration (ADM-261)

  • Tuition USD $1,800 GSA  $1,632.24
  • Reviews star_rate star_rate star_rate star_rate star_half 3223 Ratings
  • Course Code ADM-261
  • Duration 2 days
  • Available Formats Classroom

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

Skills Gained

  • 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

Who Can Benefit

  • Administrators with at least six months experience using
  • Salesforce and/or administrators who have completed the
  • Administration Essentials for New Administrators course

Course Details

Case Management, Automation, and Entitlements

  • Create a support process to meet business requirements
  • Extend Salesforce automation to the service and support
  • environment with web-to-case, workflow from case
  • comments, case queues, assignment rules, and escalation
  • rules
  • Understand Entitlement Management

Salesforce Knowledge

  • Understand the key concepts of Salesforce Knowledge
  • Complete the features required to deploy Knowledge
  • using article types, data categories and case integration
  • Understand Knowledge Centered Support
  • Define use cases for article type workflow and approval
  • processes

Multi-Channel Support in the Console for Service

  • Understand the functionality of the Salesforce Console for
  • Service
  • Assign Service Cloud User licenses to users
  • Create a Service Console app
  • Understand and enable Live Agent in the Console
  • Understand the basics of CTI
  • Enable and add the Salesforce Open CTI Demo to the
  • Console

Salesforce Self-Service Communities

  • Understand the use cases, goals, and setup of
  • Communities
  • Enable Communities in a Salesforce organization
  • Create and customize a Community
  • Create a community dashboard
  • Understand and set up Reputation

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

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.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

The ExitCertified model may need some work. The Zoom link should be a link inside the invite.

Training is Good and we learnt more on this course. Trainer also good and he clarified all questions asked by us.

Content is great and useful lab exercise which can be related to tasks performed at work.

It could have been better because we had lesser time for main topics of microservices as compare to other topics.

The class was informative, yet the remote platform could use some refinement for smoother student experience.

0 options available

There are currently no scheduled dates for this course. If you are interested in this course, request a course date with the links above. We can also contact you when the course is scheduled in your area.

Contact Us 1-800-803-3948
Contact Us
FAQ Get immediate answers to our most frequently asked qestions. View FAQs arrow_forward