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Trailhead

Empower Managers and Agents with Service Cloud

Salesforce via Trailhead

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Overview

Optimize your service center, answer questions everywhere, resolve cases fast, and delight your customers.
  • Hire, coach, and empower service agents to succeed on any channel.
  • Supercharge your agents with omni-channel tools and an intelligent service platform.
  • Drive profitability with customer self-service, mobile connectivity, and analytics.

Syllabus

  • Contact Center Transformation
    • Build a World-Class Omni-Channel Contact Center Workforce
    • Hire and Coach for Success
    • Get the Most out of Customer Conversations
    • Communicate in Real Time
  • Service Cloud Basics
    • Get to Know the Service Cloud Platform
    • Resolve Cases Faster
    • Deliver Omnichannel Service
    • Learn About the Salesforce Platform Advantage
  • Service Cloud Efficiency
    • Make the Move to Digital Two-Way Messaging
    • Use Mobile to Connect with Your Customers and Your Workforce
    • Deliver Personalized On-Site Service with Field Service
    • Create Self-Service Sites and Portals
    • Use Analytics to Gather Insights and Drive Profitability

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