ADM 261 Course Overview

The ADM 261 course, also known as the "Service Cloud Administration" course, is a comprehensive learning path designed to equip learners with the skills and knowledge necessary to effectively implement Salesforce Service Cloud features for their organization. This course covers various aspects of case management, automation, entitlements, Salesforce Knowledge, multi-channel support, and self-service communities.

Throughout the course, participants will learn how to create a support process tailored to business requirements, utilize Salesforce automation for service and support, and manage entitlements. They will gain a deep understanding of Salesforce Knowledge, including deploying Knowledge with article types and data categories. Additionally, learners will explore multi-channel support in the Salesforce Console for Service, including the use of Live Agent and Computer Telephony Integration (CTI).

By engaging with self-service communities, participants will learn how to enable and customize communities to enhance customer experience. Upon completion of this course, learners will be well-equipped to optimize the Service Cloud to improve customer service efficiency and satisfaction. This course provides valuable insights into case management, Salesforce automation, entitlement management, Salesforce Knowledge, Service Cloud, multi-channel support, CTI, and self-service communities.