Module 1: Introduction to Salesforce Service Cloud

• What is Salesforce Service Cloud?:

  • Overview of Service Cloud and its role in enhancing customer service operations.
  • Key features of Service Cloud: Case Management, Knowledge Base, Service Console, Omnichannel Support, and Automation Tools.
  • The importance of Service Cloud in delivering personalized, efficient, and scalable customer service.

• Salesforce Service Cloud Benefits:

  • How Service Cloud helps companies deliver better customer experiences.
  • Benefits of integrating Service Cloud with other Salesforce products (Sales Cloud, Marketing Cloud, etc.).
  • How Service Cloud supports self-service portals, customer engagement, and cross-channel support.

Module 2: Setting Up Salesforce Service Cloud

• Salesforce Service Cloud Setup:

  • Step-by-step guide to enabling Service Cloud in Salesforce.
  • Configuring the Service Console, setting up case object, and customizing Service Cloud according to business needs.
  • User roles and permissions in Service Cloud: how to set up user profiles, permissions, and access control.

• Configuring Key Service Cloud Features:

  • Case Management: Customizing case types, statuses, and workflows.
  • Setting up knowledge base articles and integrating them with cases and customer interactions.
  • Configuring automated processes like case routing, escalation rules, and case assignment.

Module 3: Case Management in Service Cloud

• Case Creation and Management:

  • Creating and managing cases using different channels (email, web forms, social media, etc.).
  • Assigning and prioritizing cases based on business rules.
  • Managing case status, resolution, and SLA (Service Level Agreement) tracking.

• Case Routing and Automation:

  • Configuring case assignment rules to ensure cases are routed to the appropriate agents or teams.
  • Automating case escalation to meet SLA and ensure timely resolution.
  • Using Salesforce Flow to automate case management tasks.

Module 4: Knowledge Base and Self-Service

• Knowledge Management:

  • Creating and organizing knowledge articles to be used by service agents.
  • Best practices for structuring knowledge articles for ease of use and efficiency.
  • Integrating knowledge articles into the case management process to provide quick solutions.

• Customer Self-Service:

  • Setting up customer portals and community pages using Salesforce Experience Cloud.
  • Enabling customers to search for knowledge articles, submit cases, and track their case status.
  • Customizing self-service portals to match the company’s branding and user experience.

Module 5: Omnichannel Support

• Omnichannel Support Setup:

  • Setting up omnichannel routing to provide support across multiple channels (phone, email, chat, social media, etc.).
  • Configuring chat, email, and social media channels for seamless customer interaction.
  • Using Service Cloud Einstein for AI-powered chatbots and predictive case routing.

• Omnichannel Console:

  • Customizing the Service Console to display multiple channels in a unified interface.
  • Enabling agents to manage chat, phone, and social interactions from a single screen.
  • Understanding how to provide real-time support across different channels and how to integrate them into case management.

Module 6: Automation in Service Cloud

• Automating Customer Service Processes:

  • Introduction to Salesforce Flow and how it can automate service processes like case creation, escalation, and resolution.
  • Automating repetitive tasks to improve efficiency (e.g., sending email notifications, updating case fields).

• Service Cloud Einstein:

  • Using AI-powered tools like Einstein Case Classification and Einstein Recommendations to streamline service operations.
  • Implementing Einstein Bots for automated customer service through chat and messaging.

• Service Level Agreements (SLA) Management:

  • Setting up SLA policies to ensure compliance with service commitments.
  • Tracking SLA adherence and creating automated alerts for cases that approach SLA deadlines.
  • Using reports and dashboards to monitor SLA performance.

Module 7: Reporting and Analytics in Service Cloud

• Service Cloud Reports:

  • Introduction to standard and custom reports in Service Cloud.
  • Creating custom reports to track case metrics, agent performance, and customer satisfaction.
  • Using dashboards to visualize key service metrics, trends, and bottlenecks in case resolution.

• Analyzing Service Performance:

  • How to track key performance indicators (KPIs) such as first call resolution, average case resolution time, and customer satisfaction.
  • Creating executive-level dashboards to monitor overall service team performance and customer satisfaction.

Module 8: Customer Satisfaction and Feedback

• Customer Satisfaction Surveys:

  • Setting up surveys using Salesforce Survey or third-party tools to collect customer feedback.
  • Analyzing survey results to improve customer service processes and agent performance.
  • Using Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys to measure customer sentiment.

• Case Escalation and Resolution Tracking:

  • Tracking escalated cases to ensure high-priority issues are resolved promptly.
  • Setting up automated escalation rules for cases that meet certain criteria.
  • Analyzing escalated cases for insights into recurring problems and service gaps.

Module 9: Advanced Features and Customization

• Service Cloud Customization:

  • Customizing the Service Console for different user roles and service team workflows.
  • Using custom fields, page layouts, and record types to tailor the Service Cloud to specific needs.
  • Developing custom apps or integrating third-party tools with Service Cloud using Salesforce AppExchange.

• AppExchange for Service Cloud:

  • Exploring useful apps from the Salesforce AppExchange to extend the functionality of Service Cloud.
  • Installing and configuring third-party apps to enhance case management, communication, and reporting.