Realdolmen Education

Details

The service module to its full potential in Salesforce.com

This course is currently not scheduled on the open calendar, but can be organized on request.

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Duration

2 day(s)

Audience

Customer service or call center personnel with little or no experience with Salesforce or those wanting a refresher on how to effectively manage leads and cases within Salesforce.

Prerequisites

Basic knowledge of a CRM solution and notions of a what customer service center or call center is about

Objectives

Getting to know all the possibilities of the service moduel of Salesforce.

Methods

Class training with individual guidance and the possibility to ask questions. The student can immediately put the possibilities of the program into practice by means of exercises. Each student disposes of a workstation.

Description

This class is specifically designed to teach customer service and call center personnel the basics of Salesforce. The instructor will focus on the key features a call center employee can use to immediately become effective with Salesforce.
A student in this class will learn how to work with accounts, contacts, cases, solutions and activities. In addition, the instructor will show students how to how to use and create list views and reports to effectively filter information.

Contents

  • Overview of Salesforce for Service
  • Working with Accounts
  • Working with Contacts
  • Working with Cases
  • Working with Solutions
  • Working with Activities
  • Creating List Views & Reports
  • Working with Dashboards