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Empower Managers and Agents with Service Cloud

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Free Online Course: Empower Managers and Agents with Service Cloud provided by Trailhead is a comprehensive online course, which lasts for 2-3 hours worth of material. The course is taught in English and is free of charge.

Salesforce via Trailhead
2-3 hours worth of material
Self Paced
Overview

  • Optimize your service center, answer questions everywhere, resolve cases fast, and delight your customers.

    • Hire, coach, and empower service agents to succeed on any channel.
    • Supercharge your agents with omni-channel tools and an intelligent service platform.
    • Drive profitability with customer self-service, mobile connectivity, and analytics.

Syllabus

    • Contact Center Transformation
      • Build a World-Class Omni-Channel Contact Center Workforce
      • Hire and Coach for Success
      • Get the Most out of Customer Conversations
      • Communicate in Real Time
    • Service Cloud Basics
      • Get to Know the Service Cloud Platform
      • Resolve Cases Faster
      • Deliver Omnichannel Service
      • Learn About the Salesforce Platform Advantage
    • Service Cloud Efficiency
      • Make the Move to Digital Two-Way Messaging
      • Use Mobile to Connect with Your Customers and Your Workforce
      • Deliver Personalized On-Site Service with Field Service
      • Create Self-Service Sites and Portals
      • Use Analytics to Gather Insights and Drive Profitability

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