ADX261

ADX261 – Service Cloud Administration in Lightning Experience 

Service Cloud Administration in Lightning Experience is a must for experienced administrators who need to configure and maintain the Service Cloud for their organizations. Using real-world scenarios, this course will teach administrators how to configure Salesforce Knowledge, 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. This course will also teach administrators how to configure a Customer Community.

Audience

Service Cloud Administration is a course for experienced administrators who need to configure and maintain the Service Cloud for their organizations.

Prerequisites

Service Cloud Administration is designed for Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Admins course 

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 and 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
• Theoretical explanations paired with hands-on exercises
• Attendee kit provided : Course material / Exercice book / Training organization available 30 days

Service Cloud Administration is one of the recommended trainings to help you prepare the Certification exam of Salesforce Certified Service Cloud Consultant. You can check the complete list of prerequisites in the Exam Guide provided by Salesforce.

• Delivery Format: Classroom
• Language: French – Books in English
• User Interface : Lightning Experience
• Duration: 2 days
• Location : EI-Technologies – Levallois Perret
• Intra-company training: consult us

• Price: 1 450 € excl. tax
  • The Certification exam do not take place during the class and the correspondant exam fee in not included in the price
  • Training can be supported on the training budget and financed by a collecting organism or OPCO