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> > SVC201 Detaillierte Beschreibung

Service Cloud Essentials for Managers (SVC201)

Detaillierter Kursinhalt

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