Lesson 3: Automation, Integration, Analytics, and Customer Experience
Lesson Overview
This lesson develops practical skills in automation, integration, analytics, and customer experience for Salesforce Service Cloud Administration (ADM261).
Topics Covered
Record-triggered, screen, and autolaunched flows for service processes
Approvals, validation, escalations, notifications, and service orchestration
Telephony, CTI, external systems, APIs, identity, and data integration concepts
Service reports, dashboards, case lifecycle, backlog, SLA, CSAT, and productivity KPIs
Surveys, feedback, customer history, next actions, and experience improvement
Automation, integration, data, and analytics validation
Practical Activity
Configure or analyze a scenario involving record-triggered, screen, and autolaunched flows for service processes.
Build and validate an exercise covering approvals, validation, escalations, notifications, and service orchestration and telephony, cti, external systems, apis, identity, and data integration concepts.
Use tests, logs, reports, or documentation to verify automation, integration, data, and analytics validation.
Key Takeaways
Explain record-triggered, screen, and autolaunched flows for service processes in the context of Salesforce Service Cloud Administration (ADM261).
Apply practical methods for approvals, validation, escalations, notifications, and service orchestration and telephony, cti, external systems, apis, identity, and data integration concepts.
Test, document, and troubleshoot automation, integration, data, and analytics validation.
