Lesson 2: Omni-Channel, Knowledge, Entitlements, Milestones, and Digital Service
Lesson Overview
This lesson develops practical skills in omni-channel, knowledge, entitlements, milestones, and digital service for Salesforce Service Cloud Support Engineer Program.
Topics Covered
Omni-Channel routing, skills, presence, capacity, queues, work items, and supervision
Salesforce Knowledge, article types, channels, data categories, publishing, and search
Entitlement processes, milestones, service contracts, SLAs, and time-based actions
Messaging, chat, bots, social, voice, self-service, and channel strategy concepts
Quick text, macros, actions, flows, and agent productivity
Routing, knowledge, entitlement, and digital-channel testing
Practical Activity
Configure or analyze a scenario involving omni-channel routing, skills, presence, capacity, queues, work items, and supervision.
Build and validate an exercise covering salesforce knowledge, article types, channels, data categories, publishing, and search and entitlement processes, milestones, service contracts, slas, and time-based actions.
Use tests, logs, reports, or documentation to verify routing, knowledge, entitlement, and digital-channel testing.
Key Takeaways
Explain omni-channel routing, skills, presence, capacity, queues, work items, and supervision in the context of Salesforce Service Cloud Support Engineer Program.
Apply practical methods for salesforce knowledge, article types, channels, data categories, publishing, and search and entitlement processes, milestones, service contracts, slas, and time-based actions.
Test, document, and troubleshoot routing, knowledge, entitlement, and digital-channel testing.
