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Service Cloud Administration (ADM-261)

  • Tuition USD $1,800 GSA  $1,632.24
  • Reviews star_rate star_rate star_rate star_rate star_half 482 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

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

What if I have training credits?

ExitCertified honors all savings programs from the partners we work with. ExitCertified also offers training credits across multiple partners through our FLEX Account.

When does class start/end?

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


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.

ExitCertified consistently delivers excellent courses with highly knowledgeable instructors and robust course content.

The course on Redshift was excellent! As a DBA/DA I found there is a quite a bit of learning for Oracle professionals to move into AWS.

Awesome training and trainers! Clear, straight to the point and extremely knowledgeable...

Well organized, but the training should have included lab times as well, labs won't be done during breaks.

Ken is a great AWS Architecting instructor. He know's AWS products very well.

0 options available

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