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Course Overview
This course is designed to teach customer service and call center personnel the basics of Salesforce Service Cloud. The instructor will focus on the key features a call center employee can use to immediately become effective with Salesforce.
Who Should Attend
Customer service or call center personnel with little or no experience with Salesforce or those wanting a refresher on how to effectively manage leads and cases within Salesforce.
Course Objectives
- Introductions / Login to Training Orgs
- Overview of Salesforce for Service
- Working with Accounts
- Working with Contacts
- Working with Cases
- Working with Solutions
- Working with Activities
- Creating List Views & Reports
- Working with Dashboards
- Question & Answer
Course Outline
- Introductions / Login to Training Orgs
- Overview of Salesforce for Service
- Working with Accounts
- Working with Contacts
- Working with Cases
- Working with Solutions
- Working with Activities
- Creating List Views & Reports
- Working with Dashboards
- Question & Answer