Service Cloud Administration in Lightning Experience
Training Provider: Temasek Polytechnic
Course Reference: TGS-2020001027
S$645
Original: S$2,150
Save S$1,505
About This Course
Upon completion of the course, trainees will be able to:
- Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow
- Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles
- Enable entitlements to set up service contracts with milestones
- Setup the Salesforce Console for Service and to help your support reps work more efficiently
- Understand the capabilities of CTI interface in the Console
- Configure online chat with customers using Live Agent
- Understand and set up Communities
What You'll Learn
Using real-world scenarios, this course will teach administrators how to configure Salesforce Knowledge, set up service contracts with milestones and entitlements, create the Console for Service application, configure the SoftPhone using Open CTI, and set up Live Agent. This course will also teach administrators how to configure a Customer Community.
Entry Requirements
Singapore Citizens or PR with diploma or degree in BA, Engineering or IT. With less than 3 years of working experience.
Course Details
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Note: To apply for this course, visit or contact the training provider directly.
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