Service Cloud Essentials for Managers

Salesforce Service Cloud helps support managers establish and maintain solutions for call center CRM and customer self-service. In this interactive course, support managers will gain hands-on experience overseeing the deployment of the Service Cloud to facilitate collaboration among agents and customers, for customer self-service and case deflection, for multi-channel support of incoming cases, for case management and case workflow automation, and for support-related analytics and reporting.

Course Outline

Service Cloud Overview

  • Your Service Organization

  • Service Cloud Overview

  • Service Cloud Use Cases

Managing the Case Lifecycle from Creation to Closure

  • Support Channels

  • New Cases

  • Existing Cases


  • Resolve a Case Using Knowledge

  • Create a Knowledge Article

Automate Case Management

  • Case Capture

  • Predefined Communication

  • Case Assignment and Escalation

  • Notification

Agent Productivity Tools

  • Console for Service

  • Live Agent

  • Soft Phone

Self-Service Support

  • Communities

Collaborate Using Chatter

  • Your Profile

  • Chatter Groups

Track Your Business with Reporting

  • Reports

  • Dashboards

  • Mobile Reporting in Salesforce1


This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students take the online eLearning course Getting Started: Using the Service Cloud that is available through Salesforce Help and Training.