Salesforce Service Cloud Essentials For Agents (SVC-101)

Salesforce Service Cloud Essentials For Agents (SVC-101) Course Description

Duration: 2.00 days (16 hours)

Salesforce Service Cloud assists support agents with their daily activities, from collaborating with other agents to logging and resolving cases. In this interactive course, support agents will gain hands-on experience on how to use Service Cloud to share knowledge with each other and with customers, divert cases by creating self-service resources for customers (including knowledgebase articles), receive cases through a variety of channels (including CTI and social media), and use a web-based console specifically built for support agents to manage and resolve cases efficiently.

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 Salesforce Service Cloud Essentials For Agents (SVC-101) Course

  • » This course is designed for support agents. No prior knowledge of Salesforce is needed

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Salesforce Service Cloud Essentials For Agents (SVC-101) Course Objectives

  • » Help customers resolve their own issues using self-service techniques
  • » Assist customers with logging issues through a variety of channels, including CTI and social media
  • » View and manage customer information and cases in a single console
  • » Work with specialized automation tools that are meant to increase agent productivity
  • » Collaborate and share knowledge with customers and teammates

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Salesforce Service Cloud Essentials For Agents (SVC-101) Course Outline

      1. Service Cloud Overview
        1. Your Support Team
        2. Service Cloud Features
      2. Collaborate Using Chatter
        1. Chatter groups and posts
        2. Chatter profiles
      3. Deflect Cases with Self-Service Options
        1. Salesforce Knowledge
        2. Salesforce Communities
      4. Receive Cases through Multiple Channels
        1. Overview of Channels
        2. Salesforce Communities as a Channel
        3. Web Chat as a Channel
        4. Other Channels
      5. Case Assignment
        1. Case Assignment
        2. Case Escalation
      6. Get Oriented to the Console
        1. Case Assignment
        2. Case Escalation
      7. Get Oriented to the Console
        1. Salesforce Console for Service Overview
        2. Console Navigation, List Views, and Case Detail
        3. Console Shortcuts
      8. Send Customer Communications from the Console
        1. Contact Customers through Email
        2. Contact Customers by Phone
        3. Contact Customers through Web Chat
        4. Contact Customers through Social Media
      9. Work a Case in the Console
        1. Manage a Case
        2. Own a Case
        3. Collaborate on a Case
        4. Resolve a Case Using Salesforce Knowledge
      10. Boost Productivity with Reporting
        1. Reports and Dashboards
        2. Mobile Reports and Dashboards in Salesforce1

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Do you have the right background for Salesforce Service Cloud Essentials For Agents (SVC-101)?

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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