| Topic | Details |
| Topic 1 | - Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
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| Topic 2 | - Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.
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| Topic 3 | - Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
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| Topic 4 | - Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.
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| Topic 5 | - Industry Knowledge: This topic covers the key factors that influence contact center metrics and KPIs, the risks, benefits, and business challenges of meeting client's desired outcomes, as well as the industry standards and general capabilities of different service organizations.
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