ADX261

ADX261 – ADMINISTER AND MAINTAIN SERVICE CLOUD

(Program update August 2022)

Score : 5/5 (average of past 12 month reviews)

Leverage Service Cloud to scale your support efforts and improve customer service. In this 2-day class, Service Cloud experts will walk you through how to configure and maintain Service Cloud for your organization. Learn how to set up service contracts with milestones and entitlements, set up the Service Console application, add the Softphone Utility to your Lightning Console, and set up Web Chats to provide frictionless customer support. Learn how to configure a Customer Community so you can connect customers to knowledge articles and community members to find answers instantly.

Audience / Prerequisites

This class is designed for experienced Salesforce Administrators who are responsible for setting up, configuring, and managing Service Cloud. Prior to taking this class, you should have a solid understanding of Salesforce functionality and concepts, at least 6 months of experience using Salesforce, and the Salesforce Administrator credential or equivalent knowledge.

When you complete this course, you will be able to:

• Setup the case management process automating the support process with queues, assignment/escalation rules, and Process Builder
• Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
• Enable entitlements to set up service contracts
• Setup the Salesforce Service Console app to help your support reps work more efficiently
• Understand the capabilities of the Softphone Utility in the Lightning Console
• Configure online chat with customers using Web Chats
• Understand and set up Communities

• Case Escalations and Entitlements
• Salesforce Knowledge
• Lightning Service Console
• Salesforce Self-Service Communities

• A comprehensive training that covers all key concepts
• Training provided by a Salesforce certified trainer
• Attendee kit provided : Course material / Exercise book / Training organization available 30 days
• The voucher to pass the Salesforce certification exam is provided on request, without any additional cost. The voucher is valid 1 year

Note :

• • Salesforce certification exam doesn’t take place during the training and it’s up to the delegate to register to the exam via the webassessor
  • We don’t recommend passing the Salesforce certification exam directly after attending the course. Additional work must be provided
• ADX261 is recommended to prepare Salesforce Certified Service Cloud Consultant exam. Other courses and self-study materials are recommended for this exam. The complete list of prerequisites is provided by Salesforce in the Exam Guide.

• Delivery Format:
  • Classroom (Paris)
  • Virtual
• Language: French – Books in English
• User Interface : Lightning Experience
• Duration: 2 days
• Registration deadlines: Registration is possible up to 1 working day before the start of the training if there are still seats available
• Intra-company training: consult us

• Price: 1 450 € excl. tax
  • The voucher to pass the Salesforce certification exam is provided on request, without any additional cost. The voucher is valid 1 year
  • Training can be supported on the training budget and financed by a collecting organism or OPCO