Salesforce Support Engineer Program: Service Cloud, Automation & Reporting Course Overview

The Salesforce Support Engineer Program: Service Cloud, Automation & Reporting course equips learners with the essential skills to excel in Salesforce support roles. Participants will explore Salesforce Support, including day-to-day responsibilities of support agents and customer case management fundamentals.

Key learning objectives include mastering Salesforce navigation, understanding the data model, and implementing automation processes to enhance efficiency. Real-world applications, such as email-to-case troubleshooting and case assignment management, ensure hands-on experience. By the end of the course, learners will be confident in using reports and dashboards to monitor support metrics, preparing them for effective user management and queue management in a dynamic support environment.