Salesforce Admin Training Week 10 – Service Cloud

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Salesforce Admin Training Week 10 (Version 1) – Service Cloud

Following on from https://two21.co/training/salesforce-admin-training-week-9/.

 

EXAM TOPICS TO COVER

Service and Support Applications: 11%
  • Describe the capabilities of case management. (for example: case, case assignment rules, and queues.)
  • Given a scenario, identify how to automate case management. (for example: support process, case auto-response rules, and case escalation.)

 

Meeting topics

Service Cloud
Support Process
Service Setup
Case Assignment Rules
Web to Case
Case Queues
Mentioned but not covered for the exam
Case Close
Case Record Types
Parent Case and Case Hierarchy
Case Teams

TOPICS & LINKS

Trailhead Module – Service Cloud for Lightning Experience

Trailhead Project – Create a Process for Managing Support Cases

 

MEETING RECORDING