Coursera Plus Annual is 40% Off — Ends July 6.

Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Trailhead

Dive Into Service Cloud for Salesforce Admins

Salesforce via Trailhead

Go to class Write review
DataCamp Ad

Power BI Fundamentals - Create visualizations and dashboards from scratch

Learn More → Simplilearn Ad

Earn a Michigan Engineering AI Certificate — Stay Ahead of the AI Revolution

Learn More →

Overview

AI, Data Science & Cloud Certificates from Google, IBM & Meta — 40% Off
One plan covers every Professional Certificate on Coursera. 40% off Coursera Plus Annual.
Unlock All Certificates
Learn about core Service Cloud features.
  • Set up customer service for your business.
  • Use Lightning Knowledge to create a knowledge base for better customer service.
  • Create a customized app to help support agents efficiently manage cases.
  • Streamline workflow and improve productivity with new processes, record types, and rules.

Syllabus

  • Service Cloud for Lightning Experience
    • Begin Your Customer Service Journey
    • Administer Service Cloud
    • Automate Case Management
    • Create Digital Engagement on Multiple Channels
  • Knowledge Basics for Lightning Experience
    • Get Started with Lightning Knowledge
    • Prepare Your Salesforce Knowledge Base
    • Set Up a Simple Knowledge Base
  • Set Up the Service Console
    • Set Up the Lightning Service Console
    • Customize Your Lightning Service Console Pages
    • Add the Softphone Utility to Your App
    • Set Up Web Chats for Your Console
  • Create a Process for Managing Support Cases
    • Create Support Processes
    • Create Record Types
    • Create an Escalation Rule

Tags

Reviews

Start your review of Dive Into Service Cloud for Salesforce Admins

Go to class

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.