ADM 261 Course Overview

To successfully undertake the ADM 261 course, students should have the following minimum prerequisites:

• Basic understanding of Salesforce and its navigation
• Fundamental knowledge of Salesforce Service Cloud features
• Experience with standard Salesforce object management and customization (e.g., creating fields, objects, and workflows)
• Familiarity with the CRM concepts and the importance of customer service operations
• Ability to comprehend business processes related to support and service workflows
• A grasp of automation concepts within Salesforce, such as workflow rules and process builders
• An understanding of data management principles within Salesforce, such as data categories and article types
• Basic knowledge of Salesforce community features and settings
• Comfort with web technologies (browsers, basic HTML) is helpful but not required

Please note that while prior experience with Salesforce administration or a similar CRM platform is beneficial, the course is designed to guide you through the specific features and functionalities related to service and support within the Salesforce environment.

Target Audience for ADM 261

ADM 261 focuses on Salesforce Service Cloud features, ideal for professionals seeking to enhance customer support and case management skills.

• Salesforce Administrators
• Service Cloud Consultants
• Technical Support Specialists
• Customer Service Managers
• IT Service Desk Managers
• CRM System Analysts
• Salesforce Developers with a focus on Service Cloud
• Business Analysts working with CRM platforms
• Salesforce Architects planning Service Cloud implementations
• Customer Experience (CX) Strategists
• Operations Managers overseeing customer support
• Salesforce Implementation Specialists
• Customer Success Managers looking to leverage Salesforce tools
• IT Project Managers involved in Salesforce projects
• Contact Center Supervisors
• Quality Assurance Managers for service teams

Learning Objectives - What you will Learn in this ADM 261?

Introduction to Learning Outcomes:

Gain mastery in Service Cloud functionalities, including case management, Salesforce automation, entitlement processes, Salesforce Knowledge, multi-channel support, and self-service communities to enhance customer service operations.

Learning Objectives and Outcomes:

• Design a support process tailored to business requirements, enhancing customer service efficiency.
• Implement Salesforce service and support automation features such as web-to-case, workflows, queues, assignment, and escalation rules.
• Master Entitlement Management to ensure customers receive the support they are entitled to as per service agreements.
• Develop a comprehensive understanding of Salesforce Knowledge, including its key concepts, article types, data categories, and integration with cases.
• Deploy Knowledge Centered Support (KCS) methodology to improve the quality and efficiency of knowledge management.
• Identify and implement article type workflows and approval processes, ensuring content governance and quality.
• Explore the capabilities of the Salesforce Console for Service and how it streamlines multi-channel support operations.
• Assign proper licenses, create Service Console apps, and enable key features like Live Agent and Open CTI for seamless customer interaction.
• Understand the strategic use of Salesforce Communities to empower customer self-service, community engagement, and support.
• Customize a Salesforce Community and create dashboards to monitor community health, establishing a robust self-service ecosystem.