Salesforce Service Cloud

Salesforce Service Cloud is one of the top customer care and omni channel solution available for business. Anvisto has formulated the ideal course for you to get you started with Service Cloud and be industry ready. The course covers all the key elements that are used extensively for a successful Service Cloud implementation

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Overview

Anvisto team ensures that you are imparted with the right knowledge and with a good blend of hands on to get you started on the Service Cloud. The course is offered as online or offline training. The trainers come with extensive experience in Service Cloud projects and the content of course are designed to help you get the right examples and use cases and ensure you succeed as a Service Cloud Developer/Consultant.

Key Highlights

One-on-One with Industry

Placement Assistance

1:1 Mock Interview

Who Can Apply?

If you have basic knowledge of Salesforce, you are already eligible for the course. However, it is not a mandatory ask since as part of the course, our trainer caters to new entrants coming from different platforms and backgrounds to make them feel confident.

If you have any questions, do reach us for a free counseling

Curriculum

Module 01 - Introduction

Salesforce, Various Cloud, Service Cloud
Overview of Service use cases, service channels
Explain the use cases and benefits for different interaction channels.
Identify challenges and considerations for business continuity in the contact center.
Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).
Identify the benefits of a knowledge base.

Module 02 - Quote Templates – Preview, Create, and Activate

Determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document).
Determine appropriate contact center licensing and deployment strategies.

Module 03 - Salesforce Configuration

Profiles, Roles, Permission Sets
Objects, Fields, Relationships, Validation Rules
Automation, Flows, Email Alerts, Field Updates, Screen Flows
Lead Process, Sales Process

Module 04 - Salesforce Customization

Overview of customization options
Triggers, Batch, Schedule
Aura, LWC overview
Integration overview – REST, SOAP

Module 05 - Service Cloud Solution Design

Analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
Distinguish the key components that contribute to performance optimization within a design.
Understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning

Module 06 - Knowledge Management

Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
Determine the appropriate approach to manage Knowledge adoption and maintenance.
Determine how to configure data categories, article types, articles, and publishing workflow.
Understand the key factors to consider when implementing a Knowledge data migration strategy (NOTE: first time out, migrating from an external knowledge solution).
Describe the considerations when migrating from knowledge to Lightning Knowledge.

Module 07 - Interaction Channels

Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
Explain the Open CTI features, architecture, and implications.
Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Module 08 - Case Management

Design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Determine the appropriate case management solution.
Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Explain the use cases, capabilities and limitations of Service Cloud automation (Visual Workflow, process builder, quick actions, macros, quick text).
Identify use cases and capabilities of Social Customer Service.

Module 09 - Contact Center Analytics

Determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

Module 10 - Integration and Data Management

Analyze the implications and design considerations of large data and transaction volumes.
Explain the use cases and considerations common to contact center integration patterns.

Module 11 - Service Console

Identify the appropriate Service Console features to meet the business need.
Explain how different Service Console features work together to deliver business value.
Given a set of business requirements, describe how a feature should be implemented.

Corporate Training

We Give Corporate Employees the Training They Need to Learn & Lead

Details

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Flexible Timings

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40 Hours Training

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Certification

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24/7 Support

Student Success Stories

I can’t recommend the Salesforce Service Cloud online training enough! The interactive learning environment, coupled with the comprehensive curriculum, made it easy for me to grasp complex concepts. The practical exercises allowed me to apply what I learned, making the training engaging and impactful. I’m grateful for this opportunity.

Kuldeep H

The Salesforce Service Cloud online training was an incredible experience. The course was well-organized, the trainers were highly knowledgeable, and the resources provided were top-notch. I appreciated the flexibility of online learning, which allowed me to balance my professional commitments while upgrading my skills. Thank you for the excellent training!

Sudhakar P

The Salesforce Service Cloud online training was worth every penny. The curriculum was well-structured and covered all the essential aspects of Salesforce for sales professionals. The trainers were patient and supportive throughout the course, ensuring that everyone grasped the concepts effectively. I feel confident and ready to leverage Salesforce in my sales career.

Anurag M