Module 5 : Knowledge Management and Reporting
Implementing knowledge base management, creating reports, and analyzing data for
Module 4 : Service Level Agreements (SLAs) and Entitlements
Configuring entitlements, setting up milestone trackers, and managing service contracts
Module 3 : Service Console and Agent Productivity Tools
Configuring the Service Console, incorporating macros, quick texts, and knowledge
Module 2 : Case Management and Automation
Setting up and managing cases, using automation tools like Workflow
Module 1 : Introduction to Salesforce Service Cloud
Overview of Service Cloud features, benefits, and primary use cases
