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ADMINISTER AND MAINTAIN SERVICE CLOUD ( ADX261) Course Overview

ADMINISTER AND MAINTAIN SERVICE CLOUD ( ADX261) Course Overview

Unlock your potential in Salesforce with our Administer and Maintain Service Cloud (ADX261) course. This program equips you with the skills to improve support team workflows through Case escalations and Entitlements. You will learn to customize fields, Page layouts, and create Assignment rules to streamline case management. Dive into Salesforce Knowledge by managing knowledge articles for better case resolutions. Additionally, you'll get hands-on experience in configuring the Lightning Service Console and Salesforce Self-Service Communities. By the end, you will effectively administer support processes and optimize customer service. Ideal for anyone looking to enhance their Salesforce administration capabilities.

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Course Prerequisites

Prerequisites for the ADMINISTER AND MAINTAIN SERVICE CLOUD (ADX261) Course

To ensure a successful learning experience in the ADMINISTER AND MAINTAIN SERVICE CLOUD (ADX261) course, students should meet the following minimum prerequisites:


  • Basic Understanding of Salesforce: Familiarity with Salesforce fundamentals and basic navigation.
  • Knowledge of Service Cloud Concepts: A general awareness of Service Cloud capabilities and terminology.
  • Experience with Case Management: Basic experience in managing cases, including the creation and customization of cases.
  • Access to a Salesforce Org: Access to a Salesforce organization to practice hands-on exercises and case studies.

These prerequisites will help you get the most out of your training and ensure you're well-prepared to manage and administer the Service Cloud effectively.


Target Audience for ADMINISTER AND MAINTAIN SERVICE CLOUD ( ADX261)

Introduction:
The "Administer and Maintain Service Cloud (ADX261)" course equips IT professionals with the skills to efficiently manage Salesforce Service Cloud infrastructure, optimizing customer service operations.


Target Audience and Job Roles:


  • Salesforce Administrators
  • Service Cloud Administrators
  • IT Support Managers
  • Customer Service Managers
  • Technical Support Engineers
  • Case Management Specialists
  • CRM Managers
  • Salesforce Consultants
  • Service Cloud Implementation Specialists
  • IT Operations Managers
  • Salesforce Developers with a focus on Service Cloud
  • Community Managers
  • Salesforce System Analysts
  • Customer Support Specialists
  • Knowledge Management Professionals


Learning Objectives - What you will Learn in this ADMINISTER AND MAINTAIN SERVICE CLOUD ( ADX261)?

Introduction: The ADMINISTER AND MAINTAIN SERVICE CLOUD (ADX261) course equips students with the essential skills to streamline support team workflows, manage cases efficiently, customize Salesforce features, and optimize customer support through entitlements, knowledge management, and communities.

Learning Objectives and Outcomes:

  • Case Escalations and Entitlements

    • Create processes to streamline a support team’s workflow and case management.
    • Customize fields, page layouts, and record types for different kinds of support cases.
    • Define picklist values for each new record type.
    • Create case assignment rules, queues, and escalation rules to push cases to the appropriate support team at the appropriate time.
    • Create and manage entitlements to customize the level of support for each customer.

  • Salesforce Knowledge

    • Enable Lightning Knowledge and assign appropriate user licenses.
    • Customize page layouts and record types to support knowledge article management.
    • Customize access to, permissions for, and visibility of knowledge tools and processes.
    • Create and manage articles to ensure quality of information.
    • Manage and close cases more efficiently using knowledge articles.

  • Lightning Service Console

    • Create your own Service Console app.
    • Customize the Lightning Console pages.
    • Add Utilities to

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