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Service Cloud Essentials for Managers (SVC-201)

  • Tuition USD $1,200 GSA  $1,088.16
  • Reviews star_rate star_rate star_rate star_rate star_half 508 Ratings
  • Course Code SVC-201
  • Duration 2 days
  • Available Formats Classroom

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 on how to oversee the establishment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case defection, for multi-channel support of incoming cases, for case management and case workfow automation, and for support-related analytics and reporting.

Skills Gained

  • 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 efcient 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

Who Can Benefit

This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed.

Course Details

Service Cloud Overview

  • Your Service Organization
  • Service Cloud Overview
  • Service Cloud Use Cases

Automating Processes to Streamline Case Management

  • Case Capture
  • Predefned Communication
  • Case Assignment and Escalation
  • Notifcation

Self-Service Support

  • Salesforce Console for Service
  • Live Agent
  • Salesforce Knowledge

Self-Service Support

  • Communities

Collaborate Using Chatter

  • Agent Productivity
  • Your Profle
  • Chatter groups

Managing the Case Lifecycle from Creation to Closure

  • Support Channels
  • New Cases
  • Existing Cases
  • Close a Case

Track your Business with Reporting

  • Support Reports
  • Dashboards
  • Mobile Reporting 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.

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.

course material well organized; Some material and labs out of date. instructor was outstanding and able to work around out of date materials.

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

Company offers excellent training course options, that helps with your career advancement.

Structured training in a great environment with knowledgeable and patient instructor

The course material was laid out logically. There are a lot of aws services and concepts to cover in the three days but overall was a good learning 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.

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