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Service Cloud Essentials for Agents (SVC-101)

  • Tuition USD $1,200 GSA  $1,088.16
  • Reviews star_rate star_rate star_rate star_rate star_half 945 Ratings
  • Course Code SVC-101
  • Duration 2 days
  • Available Formats Classroom

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 on how to use Service Cloud to share knowledge with each other and with customers, divert cases by creating self-service resources for customers (including knowledgebase 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.

Skills Gained

  • Help customers resolve their own issues using self-service techniques
  • Assist customers with logging 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

Who Can Benefit

This course is designed for support agents. No prior knowledge of Salesforce is needed.

Course Details

Service Cloud Overview

  • Your Support Team
  • Service Cloud Features

Collaborate Using Chatter

  • Chatter groups and posts
  • Chatter profiles

Deflect Cases with Self-Service Options

  • Salesforce Knowledge
  • Salesforce Communities

Receive Cases through Multiple Channels

  • Overview of Channels
  • Salesforce Communities as a Channel
  • Web Chat as a Channel
  • Other Channels

Case Assignment

  • Case Assignment
  • Case Escalation

Get Oriented to the Console

  • Case Assignment
  • Case Escalation

Get Oriented to the Console

  • Salesforce Console for Service Overview
  • Console Navigation, List Views, and Case Detail
  • Console Shortcuts

Send Customer Communications from the Console

  • Contact Customers through Email
  • Contact Customers by Phone
  • Contact Customers through Web Chat
  • Contact Customers through Social Media

Work a Case in the Console

  • Manage a Case
  • Own a Case
  • Collaborate on a Case
  • Resolve a Case Using Salesforce Knowledge

Boost Productivity with Reporting

  • Reports and Dashboards
  • Mobile Reports and Dashboards in Salesforce1

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.

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.

Presentation and labs were thorough and detailed enough to get a broad understanding of AWS services.

An excellent course for beginners looking to take their Cloud practitioner exam and getting the fundamental knowledge about AWS

A nice, albeit dense, course that runs through a lot of key AWS services and concepts.

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

La experiencia fue muy buena, le doy la mayoría del merito al instructor, resulto excelente y muy apegado a la realidad.

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.

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