18 and older
A student in this class will learn how to be a Salesforce Service Cloud Consultant. The instructor will cover all the key customer service concepts within Salesforce in addition to sharing real world experiences and best practices.
The topics covered in this class are, but not limited to:
- Software Development Lifecycles
- Project management strategies
- The Force.com architecture
- The model
- Controller design pattern
- Typical customer service and call center goals
There is in depth coverage of system security topics such as:
- Field Level Security
- Permission Sets
- Delegated Administration
- Record Security
- Organization Wide Defaults
- Role Hierarchy & Roles
- Sharing Rules
- Account Teams
- Case Teams
The object model related to customer service automation is thoroughly covered as well with sections on:
- Contacts & Person Accounts
- Entitlements & Milestones
Finally, topics concerning:
- Service Cloud Console
- Success metrics
- Best practices will be explored
To ensure your success in this course, you should possess end-user skills such as creating and managing opportunities or have basic administrative experience such as setting up or managing the Sales Cloud® (Accounts, Contacts, opportunities, and so forth).
You can obtain this level of skills and knowledge by taking the following course:
Headsets for free, Guaranteed to Run, Re-Takes for free (Up to 6 months), Interactive Classroom environment.Registration Note:
- Introduction to Salesforce.com for Sales Representatives (Classic or Lightning, depending on what your Company is using).
We can only accept students into our classes whose tuition is being paid by an employer or sponsoring organization. Self-paying individuals cannot enroll.
Courseware (if a course has a Courseware) will be shipped to the address provided two weeks before the class starts. Make sure that the additional info field is properly and correctly filled out to avoid Courseware being lost in transit. Please also note that P.O. Box addresses are not allowed.
The classes are instructor-led live training you attend in a local classroom or from your home/office. Our instructors teach from a remote location while being able to interact with students as in a traditional classroom setting.
Instructors can view student progress and take control of their PC to provide direct assistance. Students can see the instructor's presentation as well as voice questions directly to the instructor and participate in class discussions.