Salesforce Service Cloud Course Online

14 Lesson

40 Hours

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Salesforce Service Cloud Course provides certification aligned training for the Salesforce Service Cloud Consultant role. It covers case management, service console, knowledge base and automation rules. This course teaches learners how organisations manage customer support, resolve cases and improve service workflows using Salesforce Service Cloud.

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Salesforce Service Cloud Training Online

Overview

Prerequisites

Basic understanding of CRM concepts
Familiarity with Salesforce fundamentals (Salesforce Admin or equivalent knowledge is helpful)
Basic knowledge of customer service or support processes
No prior Service Cloud experience is required

What You Will Learn

Service Cloud core concepts
Case and queue management
Lightning Service Console usage
Omni-Channel routing
Salesforce Knowledge setup
Service process automation
Entitlement and SLA management
CTI and digital channel basics
Service reports and dashboards

Key Features

1 On 1 Training Option Available
24 X 7 Lifetime Support & Access
Small Batches Upto 10 Participants
100% Job Assistance
Flexible Schedule
Experienced & Professional Trainers

Course Curriculum

Lesson 1 - Introduction to Salesforce Service Cloud

1. Overview of Service Cloud

2. Service Cloud use cases

3. Service Cloud vs Sales Cloud

4. Customer support lifecycle

Lesson 2 - Salesforce Data Model for Service Cloud

1. Standard objects: Accounts, Contacts, Cases

2. Case relationships and record types

3. Custom objects and fields

Lesson 3 - Case Management

1. Case creation methods

2. Case assignment rules

3. Case escalation rules

4. Case queues

5. Case lifecycle and status tracking

Lesson 4 - Service Console

1. Lightning Service Console overview

2. Console navigation and productivity tools

3. Highlights panel and utility bar

4. Macros for agent productivity

Lesson 5 - Omni-Channel Routing

1. Omni-Channel concepts

2. Routing configurations

3. Presence statuses

4. Work item prioritization

Lesson 6 - Knowledge Management (Salesforce Knowledge)

1. Knowledge article types

2. Data categories

3. Knowledge publishing workflow

4. Knowledge visibility and permissions

Lesson 7 - Automation in Service Cloud

1. Salesforce Flows for service automation

2. Auto-response rules

3. Email templates for support

4. Case milestones and entitlements

Lesson 8 - Entitlement Management

1. Entitlements and milestones

2. Service contracts

3. Service-level agreements (SLAs)

4. Time-based actions

Lesson 9 - CTI and Telephony Integration

1. Open CTI overview

2. Softphone layouts

3. Call logging and screen pops

4. Telephony integration basics

Lesson 10 - Digital Engagement Channels

1. Email-to-Case and Web-to-Case

2. Chat and Messaging concepts

3. Social customer service overview

Lesson 11 - Service Analytics and Reporting

1. Standard Service Cloud reports

2. Dashboards for support teams

3. Case performance metrics

4. Agent productivity analysis

Lesson 12 - Security and Access Control

1. Profiles and permission sets

2. Role hierarchy

3. Record-level security

4. Field-level security

Lesson 13 - Service Cloud Configuration Best Practices

1. Service Cloud implementation best practices

2. Data quality and maintenance

3. Performance optimization

4. Scalability considerations

Lesson 14 - Deployment and Support Readiness

1. Change sets and deployment basics

2. Testing Service Cloud features

3. User adoption and training considerations

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1-800-7430-173 (US Toll Free)

+91 7240740740 (India)

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Course Fees

Online Class Room Program

US $ 799.00

100% Money Back Guarantee

Duration : 40 Hrs
Plus Self Paced

Classes Starting From

Fast Track Batch 12 Jun 2026
Weekday Batch 15 Jun 2026
Weekend Batch 13 Jun 2026

Corporate Training

Customized Training Delivery Model
Flexible Training Schedule Options
Industry Experienced Trainers
24x7 Support

Trusted By Top Companies Worldwide

Want to know Today's Offer

Salesforce Service Cloud Certification Exam

Official certification exam name: Salesforce Certified Service Cloud Consultant

Exam Format

Duration: 105 minutes
Number of Questions: 60 multiple-choice and scenario-based
Passing Score: 67%
Type: Scenario-based multiple-choice questions
Mode: Online proctored or at authorized test centers via Pearson VUE

Exam Cost

USD 200 (may vary by region and applicable taxes)

Certification Exam Prerequisites

Salesforce Certified Administrator credential
Basic CRM and customer support process knowledge
Hands-on Salesforce Service Cloud experience recommended

Salesforce Service Cloud Certification Exam

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Salesforce Service Cloud Course Online