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Trail

Dive Into Service Cloud for Salesforce Admins

Learn about core Service Cloud features.

+1,800 points

Beginner

Admin

~3 hrs 30 mins

Skills you will gain

Complete the Trail to build your expertise. Learn More

Products

Service Cloud

+1,800 points

Beginner

Admin

~3 hrs 30 mins

+800 points

Module

Service Cloud for Lightning Experience

Set up customer service for your business.

~1 hr 35 mins

Begin Your Customer Service Journey

~15 mins

Administer Service Cloud

~20 mins

Automate Case Management

~30 mins

Create Digital Engagement on Multiple Channels

~30 mins

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+300 points

Module

Knowledge Basics for Lightning Experience

Use Lightning Knowledge to create a knowledge base for better customer service.

~20 mins

Get Started with Lightning Knowledge

~10 mins

Prepare Your Salesforce Knowledge Base

~5 mins

Set Up a Simple Knowledge Base

~5 mins

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+400 points

Project

Set Up the Service Console

Create a customized app to help support agents efficiently manage cases.

~1 hr

Set Up the Lightning Service Console

~15 mins

Customize Your Lightning Service Console Pages

~15 mins

Add the Softphone Utility to Your App

~15 mins

Set Up Web Chats for Your Console

~15 mins

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+300 points

Project

Create a Process for Managing Support Cases

Streamline workflow and improve productivity with new processes, record types, and rules.

~35 mins

Create Support Processes

~10 mins

Create Record Types

~10 mins

Create an Escalation Rule

~15 mins

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~3 hrs 30 mins