Salesforce Training · factory42 Academy
Salesforce Service CloudAdministrator Training
Long-term knowledge building. Deepen, extend & refresh your Salesforce expertise.
By popular demand, we now complement our proven Salesforce Administrator Training with an admin training dedicated to the Service Cloud. Learn hands-on, directly in the system, how to administer Service Cloud-specific processes and set up its functionality.
made with AI
3
days online
approx. 7.5
hours of training
5
sessions
€970
plus VAT
Sessions
Sessions
In our Service Cloud Administrator online training, we give you a deeper insight into Service Cloud functionality. You will learn directly in the system how to set up and administer Service Cloud processes. The training is delivered online by our certified trainers.
Session 01
Boosting productivity with macros & Quick Text in your Service Cloud
Session 02
Inbound channels in the Salesforce Service Cloud – Email-to-Case & Web-to-Case
Session 03
A consistent user experience for greater customer satisfaction
Session 04
Raising quality & performance with Omni-Channel in the Service Cloud
Session 05
Efficient service with Salesforce Knowledge
Agenda
10:00–11:30
Boosting productivity with macros & Quick Text in your Service Cloud
We show you how to use macros and Quick Text in customer service to add value for support agents, making their day-to-day work even more efficient. Beyond explaining the functionality itself, we cover what to watch out for in each configuration and which setup options are available.
- Macros – general feature overview
- Macros – basic settings & permissions/sharing
- How do I create macros & what should I keep in mind?
- Quick Text – general feature overview
- Quick Text – basic settings & permissions/sharing
- Q&A – Questions & Answers
13:00–14:00
Inbound channels in the Salesforce Service Cloud – Email-to-Case & Web-to-Case
Alongside the general functionality of capturing cases via email, we show you how to set up "on-demand" Email-to-Case routing and what to keep in mind. We also explain the Web-to-Case inbound channel and outline which configurations are possible in Salesforce.
- General feature overview – Email-to-Case
- Basic setup – Email-to-Case
- General feature overview – Web-to-Case
- Web-to-Case setup
- Q&A – Questions & Answers
10:00–11:00
A consistent user experience for greater customer satisfaction
We show you how to use entitlements to represent the terms of your service contracts and how milestones help you deliver a consistent support experience to your customers.
- General overview
- Entitlement processes & entitlement templates
- Milestones & milestone actions
- Q&A – Questions & Answers
13:00–15:30
Raising quality & performance with Omni-Channel in the Service Cloud
We show you how to assign cases to available agents via Omni-Channel and thereby avoid the common challenge of "cherry-picking" in customer service.
- General feature overview
- Omni-Channel – basic settings & permissions
- Routing models & presence configurations
- Q&A – Questions & Answers
10:00–11:30
Efficient service with Salesforce Knowledge
Optimise or build a knowledge base in Salesforce. We show you which configuration options Salesforce Knowledge offers and what to keep in mind.
- General feature overview
- Knowledge – basic settings & permissions
- Data categories & record types
- Q&A – Questions & Answers
Audience
- Aspiring and practising administrators as well as product owners of the Salesforce Service Cloud
Prerequisites
- Prior Salesforce knowledge – in particular the Salesforce permission model, workflows & process automation
Total price
€970 (plus VAT)
- Approx. 7.5 hours of training, split across 5 thematically separate online sessions.
- Our trainings are primarily practice-oriented and therefore only partially suitable as a basis for a Salesforce certification.
Dates
Upcoming dates for this training. The indicator shows availability.
No dates are scheduled right now – ask for one.
Your trainers
Maximilian Mayrhofer
Senior Consultant
Sven Sauder
Consultant
Benjamin Bertenbreiter
Senior Consultant
We answer your questions about our trainings