Expand Service Cloud with Digital Engagement

Course Description

Engage with customers on their favorite communication platforms.

Course Objective

After completing this unit, you’ll be able to:

  • Engage with customers on any device to deliver exceptional experiences.
  • Add advanced phone support to your service console to deliver top-notch customer service.
  • Take customer calls by integrating your phone channel and service console.
  • Support customers on their favorite social media platforms.
  • Integrate social media with Social Customer Service.
  • Deliver proactive service to customers over messaging apps.
  • Set up a simple-to-use web chat channel using Embedded Chat in Lightning Experience.
  • Learn how to make customer service smarter and easier with chatbots.
  • Route work to the right agent for the job and get a complete view of your contact center.
  • Extend your native Android or iOS app to include features like knowledge, case management, and chat.
  • Gather insights from customers or employees with surveys.

Course Developer

Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies — cloud, mobile, social, voice, and artificial intelligence — to connect to their customers in a whole new way. They are coming to us as their trusted advisor, and together we are transforming their businesses around the customer.

Salesforce Customer 360 is our vision for how we help customers with their digital transformations. With Customer 360, all your teams — marketing, sales, service, commerce, IT, and analytics — have a single view of customer data on an integrated CRM platform powered by AI.  Collaboration is easier, so employees can work together to build lasting, trusted relationships and deliver the intelligent, personalised experiences their customers expect.

Salesforce is committed to a set of core values — trust, customer success, innovation, and equality of every human being. Salesforce is one of the leaders on Fortune’s Change the World list, and has been one of Fortune’s 100 Best Companies to Work For, for twelve years in a row. For information, please visit www.salesforce.com.

Course Materials