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| Section | Objectives |
|---|---|
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
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