Who This Workshop Is For

This workshop is designed for corporate professionals who manage or support customer service operations on the Salesforce platform.

  • Service Cloud Administrator

    You manage day-to-day operations, configure settings, and support agent teams.

  • Salesforce Analyst

    You bridge business needs and technical solutions, building reports and optimizing workflows.

  • Customer Service Manager

    You oversee support teams and want to leverage Service Cloud data to drive performance.

  • IT or Operations Professional

    You're responsible for integrating, scaling, or governing Service Cloud within your organization.

  • Prerequisite

    Basic familiarity with Salesforce navigation and core objects (Accounts, Contacts, Cases) is helpful but not required.

Course curriculum

    1. Navigating the Service Cloud Interface

    1. Customizing Page Layouts

    1. Automating Service Workflows

    1. Analyzing Customer Feedback

    1. Future Trends in Customer Service

About this course: 8 hours starts on Mondays

  • $499.00

What You Will Learn

Core Learning Modules

By the end of this workshop, you'll be able to configure, manage, and optimize Service Cloud to deliver faster, smarter customer service.

  • Understand core features and how they drive measurable ROI (faster resolution, higher CSAT, lower costs).

  • Master the Service Console, dashboards, and productivity tools (macros, quick text, split view).

  • Tailor page layouts, fields, and record types to match your organization's unique workflows.

  • Create, track, and resolve cases efficiently using assignment rules, escalation rules, and SLA tracking.

  • Build macros, flows, and auto-response rules to reduce manual effort and improve response times.

  • Create custom reports to track KPIs like average resolution time, agent workload, and SLA compliance.

  • Set up surveys, analyze sentiment with AI, and close the loop on negative feedback automatically.

  • Learn governance, integration strategies, and phased rollout approaches used by successful enterprises.

  • Explore Agentic AI, predictive service, and how to prepare your team and data for what's next.

Discover your potential, starting today

Enroll today