Service Cloud Essentials for Managers (SVC-201)

Service Cloud Essentials for Managers (SVC-201) Course Description

Duration: 2.00 days (16 hours)

Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multi-channel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Service Cloud Essentials for Managers (SVC-201) Course

  • » This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.

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Service Cloud Essentials for Managers (SVC-201) Course Objectives

  • » Advise your Salesforce administrator on how to set up Salesforce Service Cloud to best meet your teams needs
  • » Establish productivity tools using recommended practices to make your team more efficient and accurate
  • » Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share
  • » knowledge and resources among agents and customers

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Service Cloud Essentials for Managers (SVC-201) Course Outline

      1. Service Cloud Overview
        1. Your Service Organization
        2. Service Cloud Overview
        3. Service Cloud Use Cases
      2. Managing the Case Lifecycle fromCreation to Closure
        1. Support Channels
        2. New Cases
        3. Existing Cases
      3. Knowledge
        1. Resolve a Case Using Knowledge
        2. Create a Knowledge Article
      4. Automate Case Management
        1. Case Capture
        2. Predefined Communication
        3. Case Assignment and Escalation
        4. Notification
      5. Agent Productivity Tools
        1. Console for Service
        2. Live Agent
        3. Soft Phone
      6. Self-Service Support
        1. Communities
      7. Collaborate Using Chatter
        1. Your Profile
        2. Chatter Groups
      8. Track Your Business with Reporting
        1. Reports
        2. Dashboards
        3. Mobile Reporting in Salesforce1

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Do you have the right background for Service Cloud Essentials for Managers (SVC-201)?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Our instructors are passionate at teaching and are experts in their respective fields. Our average NetCom instructor has many, many years of real-world experience and impart their priceless, valuable knowledge to our students every single day. See our world-class instructors.   See more instructors...

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Client Testimonials & Reviews about their Learning Experience

We are passionate in delivering the best learning experience for our students and they are happy to share their learning experience with us.
Read what students had to say about their experience at NetCom.   Read student testimonials...

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