November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Summary
In this chapter, we learned how to empower our service support. Lightning Knowledge can be used to create a KB that can help internal agents speed up case resolution or even allow customers and partners to self-service their support needs (allowing agents to spend more time on more complex tasks).
Omni-Channel lets agents concentrate on case resolution rather than deciding on whether an incoming request can or cannot be handled (and if they have the required skills to solve it). With the Live Agent, customers are directly linked to agents using the live chat, thus delivering a real-time service experience.
Finally, we talked about entitlements, which relate your customers to the proper service level agreements. With entitlement processes, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.