Service Cloud

Service Cloud

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    Introduction

    The Service Cloud is one of the service modules of SalesForce software. It provides the leading platform for social customer service. It includes contacts, Accounts, Cases and solutions. It has features such as web to case, public knowledge base, self service portal, call center and customer service automation. It’s a unique and powerful customer service solution that is structured to enhance more effective and productive customer service actions globally.

    COURSE SUMMARY

    Course Name Service Cloud Online Training
    Contents Fundamentals, Roles and actions of Service Cloud
    Duration 30 Hours with Flexible timings
    Delivery Instructor Led-Live Online Training
    Eligibility Any Graduate
    Ideal For Aspiring job seekers in the field of cloud computing
    Next Batch Please visit the schedule section

    Course Objectives

    • Design and implement successful solutions.
    • Meet and manage customer expectations.
    • Anticipate and mitigate risk.
    • Consistently deliver effective business solutions.
    • Increase customer confidence.
    • Build solutions that are scalable and maintainable.
    • Manage solution delivery and any issues that arise.
    • Prioritize and escalate customer issues.
    • Troubleshoot and resolve issues.
    • Set up change administration practices to deliver long-term solution success.

    PREREQUISITES: Basic Knowledge of Business Process and Cloud Computing

    Course Curriculum

    MODULE 1: INDUSTRY KNOWLEDGE    

    TOPICS: Factors for Key Contact Center Metrics, Business Challenges and KPI’S, Use Cases, Benefits for Different Channels, Costs, Challenges for Business Continuity in the Contact Center, Compare Different Types of Contact Centers and their Business Drivers, Various Components of a Contact Center, Core Tenets of KCS

    MODULE 2: IMPLEMENTATION STRATEGIES        

    TOPICS: Facilitate a Successful Consulting Engagement, Contact Center Deployment Strategies

    MODULE 3: SERVICE CLOUD SOLUTION DESIGN

    TOPICS: Analyze the Suitability to Include Custom Application Development, Limitations and Design Tradeoffs, Analyze Customer Requirements, Performance Optimization, Components, Sales Force Console for Service

    MODULE 4: KNOWLEDGE MANAGEMENT          

    TOPICS: Article Life Cycle, Manage Knowledge Adoption and Maintenance, Configure Data Categories, Solutions, Publishing Workflow and Article Types, Data Migration Strategy, Set of Requirements, Compare and Contrast Files Content and Knowledge

    MODULE 5: INTERACTION CHANNELS

    TOPICS: Use Cases And Functionality, Configuration of Email to Case Ad Web to Case and Differentiate Between Them, Open Cti Features, Implications and Architecture, Communities Solution, Configuring an Interaction Channel Solution

    MODULE 6: CASE MANAGEMENT      

    TOPICS: Design a Case Management Solution, Relationships Between Cases and Other Fields Such as Knowledge, Live Agent, Communities, Entitlements and Assets, Set of KPIs and Appropriate Case Management Solution for it, Configure The Service Entitlements in Salesforce, Capabilities, Use Cases, Limitations of The Visual Workflow Pertinent to Case Management, Managing Cases Using Social Media      

    MODULE 7: CONTACT CENTER ANALYTICS          

    TOPICS: For a Set of Desired Metrics, Provide Reporting Solution Using Various Contact Center Technologies, Designing Reports and Dashboards to Serve Different Stakeholders, Techniques to Find Adoption Given Customer Size, Required Metrics and Implementation Design

    MODULE 8: INTEGRATION AND DATA MANAGEMENT

    TOPICS: Examine the Design and Implications of Large Data and Transaction Volumes, Use Cases and Considerations Like for Contact Center Integration Patterns, Use Cases and Considerations for Data Migration and Data Quality

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        Course Features

        Live Instructor-led Classes

        This isn't canned learning. Its dynamic, its interactive, its effective

        Expert Educators

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        Flexible Schedule

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        Customized Training's

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        Priority Based Training's

        Real-time Scenario based Assignments and Case Studies

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