What you'll learn:
- How to Create an Experience Cloud Site
- How to Build an LWC for Experience Cloud Case Creation
- How to Display and Manage Cases with LWC in Experience Cloud
- How to Set Up Skill-Based Routing in Salesforce
- How to Set Up Default Agent in Agentforce
- How to Create an Agentforce Service Agent
- How to Enhance Email-to-Case with Prompt Templates
- How to Set Up Service Cloud for Slack and Create Case from Slack
- How to Set Up Skill-Based Routing for Chat
- How to Set Up Data Cloud in Salesforce
- How to Set Up Agentforce Data Library
- How to Enable Secondary Routing Priority in Omni-Channel
- How to Add Agentforce Agent to Experience Cloud and Route Chats
- How to Re-Route Chats from Live Agent to Agentforce
- Gain hands-on experience in end-to-end Salesforce–Jira integration, preparing you for real client projects or interviews.
This course is a hands-on, real-time Salesforce project where we build Service Craft, a complete service experience powered by Service Cloud, Experience Cloud, and Agentforce. Throughout this project-based learning journey, you’ll gain practical experience designing, configuring, and implementing Salesforce solutions exactly as you would in a real-world enterprise environment.
You’ll start by understanding how to structure support processes, including Case Assignment Rules, Support Processes, and Omni-Channel Routing, ensuring cases are efficiently directed to the right agents. You’ll then build a fully functional Experience Cloud Site, complete with custom Lightning Web Components (LWCs), enabling customers to create, track, and manage their cases in a user-friendly interface.
The course also guides you through enabling live chat and messaging, allowing seamless communication between customers and both Agentforce Service Agents and human agents. You’ll configure Email-to-Case, Entitlements, Knowledge Base, and Slack integration, creating a fully connected support ecosystem.
With Agentforce AI capabilities, you’ll explore how to enhance routing, automate routine service tasks, and boost agent productivity, giving your service teams the edge in efficiency and customer satisfaction.
By the end of this course, you’ll have built a real-time, end-to-end Salesforce project, demonstrating the full lifecycle of modern, AI-powered customer service operations. You’ll also gain the confidence to implement similar solutions in your organization, bridging the gap between theory and practical application. This course ensures you not only understand Salesforce features but can also apply them strategically to solve real-world business challenges.
