Administer and Maintain Service Cloud (ADX261)

Case Escalations and Entitlements\n\n\n- Create processes to streamline a support team™s workflow and case management.\n- Customize fields, page layouts and record types for different kinds of support cases.\n- Define picklist values for each new record type.\n- Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.\n- Create and manage entitlements to customize the level of support for each customer.\nSalesforce Knowledge\n\n\n- Enable Lightning Knowledge and assign appropriate user licenses.\n- Customize page layouts and record types to support knowledge article management.\n- Customize access to, permissions for, and visibility of knowledge tools and processes.\n- Create and manage articles to ensure the quality of information.\n- Manage and close cases more efficiently using knowledge articles.\nLightning Service Console\n\n\n- Create your own Service Console app.\n- Customize the Lightning Console pages.\n- Add Utilities to your Console.\n- Enable and utilize Chat (formerly Live Agent).\n- Optimize the use of Omni-Channel.\nSalesforce Self-Service Communities\n\n\n- Enable communities in your Salesforce org.\n- Create a permission set for the effective administration of communities.\n- Customize the look and layout of the community.\n- Add the Reputation component to the community.

Administrators with at least six months experience using Salesforce and/or administrators who have completed the Administration Essentials for New Administrators course.