Salesforce Service Cloud

Here’s a list of topics commonly covered in Salesforce Service Cloud training:

1. Introduction to Sales Cloud: 

• Overview of Sales Cloud features
•  Benefits and use cases

2. Sales Cloud Setup and Configuration:

• Initial setup and configuration
• Customizing Sales Cloud settings and preferences

3. Case Management:

• Creating and managing cases
• Case assignment rules and workflows
• Case escalation and resolution

4. Service Console:

• Navigating the Service Console
• Customizing the Service Console layout
• Utilizing components and tools within the console

5. Knowledge Management:

• Creating and managing knowledge articles
• Implementing knowledge bases
• Article versioning and updates

6. Omni-Channel Support:

• Setting up and configuring Omni-Channel
• Managing and routing interactions across channels

7. Live Agent and Chat:

• Configuring Live Agent
• Managing chat sessions and routing
• Integrating with other communication channels

8. Self-Service and Community Portals:

• Setting up and customizing customer communities
• Configuring self-service portals and help centers

9. Service Analytics and Reporting: 

• Creating and customizing reports and dashboards
• Analyzing service metrics and performance

10. Automation and Workflow:

• Implementing service automation with flows and process builders
• Creating and managing workflow rules

11. Integration with Other Systems:

• Integrating Service Cloud with external systems
• Using APIs and connectors

12. User and Security Management:

• Managing user profiles and roles
• Configuring security and access controls

13. Best Practices and Optimization:

• Service Cloud best practices
• Optimizing workflows and user experiences

14. Troubleshooting and Support: 

• Common issues and solutions
• Leveraging Salesforce support resources