Service Cloud Administration in Lightning Experience (ADX261)
List of Topics to be covered in this Series:
- 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
Lessons and Topics
Case Escalations and Entitlements
- Create processes to streamline a support team’s workflow and case management.
- Customize fields, page layouts and record types for different kinds of support cases.
- Define picklist values for each new record type.
- Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.
- Create and manage entitlements to customize the level of support for each customer.
Salesforce Knowledge
- Enable Lightning Knowledge and assign appropriate user licenses.
- Customize page layouts and record types to support knowledge article management.
- Customize access to, permissions for, and visibility of knowledge tools and processes.
- Create and manage articles to ensure quality of information.
- Manage and close cases more efficiently using knowledge articles.
Lightning Service Console
- Create your own Service Console app.
- Customize the Lightning Console pages.
- Add Utilities to your Console.
- Enable and utilize Chat (formerly Live Agent).
- Optimize the use of Omni-Channel.
Salesforce Self-Service Communities
- Enable communities in your Salesforce org.
- Create a permission set for effective administration of communities.
- Customize the look and layout of the community.
- Add the Reputation component to the community.
