Detailed Course Outline
Service Cloud Overview
- Your Service Organization
- Service Cloud Overview
- Service Cloud Use Cases
Managing the Case Lifecycle from Creation to Closure
- Support Channels
- New Cases
- Existing Cases
Knowledge
- Resolve a Case Using Knowledge
- Create a Knowledge Article
Automate Case Management
- Case Capture
- Predefined Communication
- Case Assignment and Escalation
- Notification
Agent Productivity Tools
- Console for Service
- Live Agent
- Soft Phone
Self-Service Support
- Communities
Collaborate Using Chatter
- Your Profile
- Chatter Groups
Track Your Business with Reporting
- Reports
- Dashboards
- Mobile Reporting in Salesforce1