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Trailhead

Dive Into Service Cloud for Salesforce Admins

Salesforce via Trailhead

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Overview

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

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