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Trailhead

Get Started with Service Cloud for Lightning Experience

Salesforce via Trailhead

Overview

Improve the productivity of your customer service team by moving your org to Lightning Experience.
  • Learn how Salesforce helps you deliver faster, more personalized service.
  • Use Setup Assistant to implement Service Cloud in a few clicks.
  • Fix service disruptions and communicate resolutions quickly.
  • Set up customer service for your business.
  • Discover how agents use the Service console to close customer cases fast.
  • Help your agents work faster and more efficiently in the Service Console.
  • Simplify onboarding and guide your agents to resolve cases quickly and consistently.
  • Use entitlements to ensure your customers receive top-notch service.
  • Route work to the right agent for the job and get a complete view of your contact center.
  • Use Lightning Knowledge to create a knowledge base for better customer service.
  • Gather insights from customers or employees with surveys.
  • Translate, automate, and evaluate your surveys with Salesforce Surveys.
  • Make better business decisions based on customer service data.

Syllabus

  • Customer Service with Salesforce: Quick Look
    • Provide Great Service and Inspire Customer Loyalty
  • Service Setup Assistant: Quick Look
    • Set Up Your Contact Center
  • Customer Service Incident Management: Quick Look
    • Address Disruptions and Build Customer Trust
  • Service Cloud for Lightning Experience
    • Begin Your Customer Service Journey
    • Administer Service Cloud
    • Automate Case Management
    • Create Digital Engagement on Multiple Channels
  • Service Cloud Agent Experience
    • Learn About Service Cloud for Agents
    • Explore the Service Console
    • Create and Manage Cases
  • Service Cloud Agent Productivity
    • Learn About Service Console Productivity Tools
    • Set Up Service Console Productivity Tools
    • Create Macros and Quick Text to Reduce Clicks
    • Use All the Service Console Productivity Tools Together
  • Salesforce Flow for Service
    • Learn About Salesforce Flow for Service
    • Learn About Process Automation Tools and RecordActions
    • Set Up Salesforce Flow for Service
  • Entitlement Management for Lightning Experience
    • Get Started with Entitlements
    • Set Up Milestones
    • Use Entitlements in Customer Cases
    • Use Entitlements with Work Orders
  • Omni-Channel for Lightning Experience
    • Get Started with Omni-Channel
    • Understand Queue-Based Routing
    • Understand Skills-Based Routing
    • Start Routing with Omni-Channel
    • Monitor Your Contact Center with Omni-Channel Supervisor
  • Knowledge Basics for Lightning Experience
    • Get Started with Lightning Knowledge
    • Prepare Your Salesforce Knowledge Base
    • Set Up a Simple Knowledge Base
  • Survey Basics
    • Prepare for Your First Survey
    • Build Your Survey
    • Add Logic to Your Survey
    • Send Out and Track Your Survey
  • Salesforce Surveys for Admins
    • Translate Your Survey
    • Begin and Close Cases with Survey Invitations
    • Automate Your Survey Invitations
    • Analyze Your Responses
  • Service Metrics
    • Get Started with Service Metrics
    • Create a Service Metrics Strategy
    • Analyze Your Service Data in Salesforce

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