Who this is for
Designed for people doing the work.
Service operations leaders, support managers, admins, and customer experience teams standardizing case work and resolution quality.
Service CloudIntermediatePrivate team format
Case Management
Build capability your team can use in the work.
Standardize intake-to-resolution work so cases reach the right person sooner, escalations are predictable, and customers receive consistent updates.
Tell us which capability matters most and we’ll shape the right format for your team.
What your team will work through
A curriculum built around decisions, practice, and results.
Each session connects a practical business objective to a Salesforce scenario. Your team sees the pattern, builds it in a guided org, and leaves with a way to apply it together.
- 01
Intake channels and case classification
Translate intake channels and case classification into a practical operating change for your team’s case management work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply intake channels and case classification to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 02
Routing, queues, and skills
Translate routing, queues, and skills into a practical operating change for your team’s case management work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply routing, queues, and skills to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 03
Milestones, escalation, and SLA risk
Translate milestones, escalation, and sla risk into a practical operating change for your team’s case management work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply milestones, escalation, and sla risk to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 04
Knowledge and resolution workflows
Translate knowledge and resolution workflows into a practical operating change for your team’s case management work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply knowledge and resolution workflows to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 05
Deflection, quality, and resolution reporting
Translate deflection, quality, and resolution reporting into a practical operating change for your team’s case management work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply deflection, quality, and resolution reporting to a live team scenario, identify the efficiency gain, and document the next adoption step.
Before you join
Prerequisites
Participants should bring a current service workflow and have basic familiarity with Salesforce cases or support operations.
Next team cohort
Ready to make this your team’s next capability?
Join the waiting list for Case Management, or tell us how you want to adapt the workshop to your goals.
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