Administer Intelligent Service Cloud Solutions

When you complete this class, you will be able to:

• Manage agent work item routing with Enhanced Omni-Channel.
• Use Enhanced Omni-Channel Supervisor to monitor agent workloads and work item status.
• Recall Omni-Channel Flow for Service use cases and when to implement them.
• Discuss the benefits of self-service Experience Cloud sites.
• Identify various Service Console messaging channels.
• Configure MIAW.
• Create predictive and generative Customer Service AI experiences with Einstein for Service.
• Build standard and enhanced Einstein Bots.
• Explain natural language processing (NLP) capabilities.

This course is designed for experienced administrators who are responsible for configuring Service Cloud and Einstein for Service solutions. Students should hold the Salesforce Administrator credential or have at least six months of experience in an administrator role. Students should possess working knowledge of Service Console components and tools, have previous experience implementing Salesforce Flow, and demonstrate a solid understanding of basic Salesforce features and functionality, including user profiles, permission sets, and page layout customizations. This is also a great course for anyone interested in earning their Service Cloud Consultant credential.
 

Omni-Channel

• Define Omni-Channel and Routing Options
• Discover Enhanced Omni-Channel
• Run Enhanced Omni-Channel Supervisor

Omni-Channel Flows

• Examine Omni-Channel Flow for Service Use Cases
• Build an Omni-Channel Flow

Self-Service Experience Cloud Sites

• Manage Experience Cloud User Licenses
• Design Digital Experiences
• Customize Workspace Items
• Adjust Site Branding
• Set Up Site Home Page
• Configure Guest User Profiles

Digital Engagement

• Define Digital Engagement
• Discover MIAW
• Build an Embedded Service Deployment and Pre-Chat Forms
• Configure an Experience Cloud Site Embedded Service Component
• Create a Messaging Agent-Side Console View
• Reference Additional Service Console Messaging Channels

Salesforce Artificial Intelligence

• Explore Salesforce Einstein Predictive and Generative AI Fundamentals

? Einstein Bots

• Discover Standard and Enhanced Einstein Bots
• Identify Einstein Bot NLP Capabilities
• Build and Deploy Enhanced Einstein Bots to Messaging Channels
• Configure a Pre-Chat Form for an Enhanced Bot
• Train a Bot Using Utterances, Dialogs, and an Intent Model

Einstein for Service: Predictive AI Solutions

• Define Einstein for Service Features
• Examine Einstein Case Classification and Case Wrap-Up
• Explore Einstein Article Recommendations
• Discover Einstein Reply Recommendations
• Configure Einstein Next Best Action

Einstein for Service: Generative AI Solutions

• Implement Einstein for Service Generative AI Solutions
• Configure Service Replies
• Generate Work Summaries
• Use Conversation Catch-Up
• Enable Einstein Service Replies for Email