Level: IntermediateAdvanced Admin
Salesforce Experience Cloud Sites for Beginners
Salesforce Experience Cloud lets you build websites and portals, called sites, where customers, partners or the public can log in and work with your…
Topic
Service Cloud
Salesforce Service Cloud tutorials: cases, case rules, entitlements, knowledge and Omni-Channel.
Level: IntermediateAdvanced Admin
Salesforce Macros and Quick Text for Service Agents
Salesforce Macros let support agents finish repeated multi-step tasks with one click, such as replying to a common question, updating the case status and…
Level: IntermediateAdvanced Admin
Salesforce Enhanced Chat: Messaging for Web and Apps
Salesforce Enhanced Chat lets customers chat with your support team from a website or a mobile app, with every conversation saved in Salesforce and…
Level: IntermediateSalesforce
Salesforce Omni-Channel Routing and the Service Console
Salesforce Omni-Channel is a routing engine that pushes each new piece of work, like a case, to the best available agent at the right…
Level: IntermediateSalesforce
Salesforce Knowledge: Articles, Data Categories and Publishing
Salesforce Knowledge is a built-in library of help articles that agents and customers can search to solve problems quickly. Instead of writing the same…
Level: IntermediateSalesforce
Salesforce Entitlements and Milestones: SLAs Made Simple
Salesforce Entitlements tell your support team what level of help each customer has bought, and milestones track whether you deliver that help on time.…
Level: IntermediateSalesforce
Salesforce Case Rules: Assignment, Escalation and Auto-Response
Salesforce Case Rules are three automatic tools that decide who gets a new case, what happens when a case waits too long, and which…
Level: BeginnerSalesforce
Salesforce Cases: Support Process, Web-to-Case and Email-to-Case
Salesforce Cases are records that track a customer’s question, problem or request until your support team solves it. A case keeps every email, call…