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
Service Cloud Admin
Build capability your team can use in the work.
Help service admins create a support operation agents can adopt, with clear routing, useful context, governed automation, and visible service levels.
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
Service process and case lifecycle
Translate service process and case lifecycle into a practical operating change for your team’s service cloud admin work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply service process and case lifecycle to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 02
Queues, assignment, and escalation
Translate queues, assignment, and escalation into a practical operating change for your team’s service cloud admin work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply queues, assignment, and escalation to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 03
Console productivity and macros
Translate console productivity and macros into a practical operating change for your team’s service cloud admin work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply console productivity and macros to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 04
Knowledge, entitlements, and automation
Translate knowledge, entitlements, and automation into a practical operating change for your team’s service cloud admin work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply knowledge, entitlements, and automation to a live team scenario, identify the efficiency gain, and document the next adoption step.
- 05
Service metrics, QA, and adoption
Translate service metrics, qa, and adoption into a practical operating change for your team’s service cloud admin work, with clear ownership and a maintainable Salesforce pattern.
Hands-on practice: Apply service metrics, qa, and adoption 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 Service Cloud Admin, or tell us how you want to adapt the workshop to your goals.
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