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Make Service Cloud Smarter

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Free Online Course: Make Service Cloud Smarter provided by Trailhead is a comprehensive online course, which lasts for 4-5 hours worth of material. The course is taught in English and is free of charge.

Salesforce via Trailhead
4-5 hours worth of material
Self Paced
Overview

  • Enhance your customer service with Einstein Bots and other artificial intelligence (AI) features.

    • Create rollout strategies to solve cases quickly with AI.
    • Solve cases smartly with Einstein Reply Recommendations.
    • Learn how to make customer service smarter and easier with chatbots.
    • Learn to build an Einstein Bot that can help customers with simple questions.
    • Improve case data with predictive intelligence and save your support agents time.
    • Recommend offers and actions at the point of maximum impact.
    • Recommend articles to service agents in real time with Einstein Article Recommendations.

Syllabus

    • Einstein for Service Rollout Strategies
      • Use Artificial Intelligence to Improve Service
      • Create a Rollout Strategy
      • Get Ready for Einstein
    • Einstein Reply Recommendations for Service
      • Get to Know Einstein Reply Recommendations
      • Build and Activate Your Reply Recommendations Model
      • See How Reply Recommendations Work
    • Einstein Bots Basics
      • Learn About Einstein Bots
      • Plan Your Bot Content
      • Learn the Prerequisites and Enable Einstein Bots
    • Build an Einstein Bot
      • Prep for Einstein Bots
      • Set Up an Einstein Bot
      • Add Prebuilt Dialogs and Customize the Options Menu
      • Create a Dialog, Submenu, and Dialog Group
      • Write Bot Conversations Using Variables and Entities
    • Einstein Classification Apps for Service
      • Learn About Einstein Classification Apps
      • Prepare Your Data for Classification Apps
      • Turn on Einstein Classification Apps
    • Einstein Next Best Action
      • Get Started with Einstein Next Best Action
      • Understand How Einstein Next Best Action Works
    • Einstein Article Recommendations for Service
      • Get to Know Einstein Article Recommendations
      • Start Using Article Recommendations
      • Improve Einstein's Recommendations

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