NUMBER OF LESSONS:
LENGTH OF EACH LESSON:
TOTAL DURATION OF COURSE: 40 hours
Program is designed to Setup the case management process automating the support process with queues, assignment/escalation rules, and workflow. Configure Salesforce knowledge to help you manage the creation, publication, and maintenance of knowledge articles. Enable entitlements to set up service contracts with milestones. Setup the Salesforce Console for Service and to help your support reps work more efficiently. Understand the capabilities of CTI interface in the Console. Configure online chat with customers using Live Agent. Understand and set up Communities.