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Trailhead

Service Cloud for Slack

Salesforce via Trailhead

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Overview

Improve customer service using Service Cloud and Slack
  • Resolve cases faster and delight customers with Slack.
  • Assemble an expert team to solve customer problems quickly with swarming.
  • Track and resolve widespread service disruptions quickly.

Syllabus

  • Slack for Service
    • Discover Slack for Service
    • Create a Plan to Bring Slack-First Thinking to Your Service Team
  • Swarming on Cases
    • Swarming for Customer Success
    • Managing a Swarm
  • Customer Service Incident Management Basics
    • Get Started with Customer Service Incident Management
    • Set Up Customer Service Incident Management
    • Create and Swarm on an Incident
    • Aim for Constant Improvement

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