Introduction to Lightning Service Console
-Discover Lightning Service Console
-Explore Service Console Components Used for Lightning Page Customization
-Create a Functional Service App Using Service Setup and Setup Assistant
Support Case Management
-Implement Business Processes to Streamline Support Case Management Workflows for Service Teams
-Identify Needs and Considerations for Different Support Case Types
-Customize Fields, Page Layouts, and Record Types for Support Cases
-Define Case Status Picklist Values
-Create Support Case Queues, Assignment Rules, and Escalation Rules
-Set Up Case Entitlements and Milestones to Manage Customer Service-Level Agreements
-Understand Support Agent Collaboration Options Between Service Cloud and Slack
Lightning Service Console
-Build a Service Console Application
-Customize Lightning Record Pages
-Add Productivity Tools to the Console Utility Bar
-Create Macros Using Macro Builder
-Understand Softphone Utility Functionality
-Explore Open CTI and Service Cloud Voice Telephony Options
Salesforce Lightning Knowledge
-Enable Lightning Knowledge
-Assign Appropriate Knowledge User Licenses
-Customize Page Layouts and Record Types to Support Knowledge Article Management
-Manage Sharing Permissions for Knowledge Tools and Processes
-Create and Manage Knowledge Articles to Ensure Information Quality
-Utilize Knowledge Articles to Manage and Close Cases More Efficiently
Salesforce Self-Service Sites
-Outline Self-Service Site Fundamentals
-Review Security Considerations for Site Access
-Enable Digital Experiences to Create an Experience Cloud Site
-Manage Site Administration Using Permission Sets
-Customize the Help Center Layout and User Experience
-Set Up Help Center Support and Self-Service Tools
-Set Up a Channel Menu to Optimize Help Center Service
-Understand the Role of Site Administrators and Content Publishers
Flow for Service
-Examine Flow for Service Use Cases
-Introduction to Flow for Service Cloud
-Deploy Screen Flows to Users
-Create a Simple Flow for Community Users
Service Cloud Reporting
-Discover Service Cloud Reports and Dashboards
-Create Service Reports Using Report Builder
-Measure Support Agent Performance with Call Center Metrics and Key
-Performance Indicators
-Explore Available Salesforce AppExchange Report Packages
-Measure Experience Site Success
