Join today

Service Cloud
Consultant

This course is ideal for Salesforce Administrators looking to up-skill in the Service Cloud product.
Write your awesome label here.

What's included?

 Introduction to Service Cloud
 Setting Up Service Cloud
 Case Management
 Knowledge Management
 Service Cloud Consultant
 Automation in Service Cloud
 Reporting & Analytics

Introduction to Service Cloud

  • Overview of Service Cloud and its role in Salesforce
  • Key features and benefits for customer service teams

Setting Up Service Cloud

  • Configuring Service Cloud Console for support agents
  • Profiles and Permission Sets for Service Cloud users
  • Service Cloud Setup through Setup Menu

Case Management

  • Creating & Managing Cases – Manual, automatic, and case assignment rules
  • Setting up Case Types, Case Fields, and Record Types
  • Case Escalation Rules for critical cases
  • Managing Case Milestones and Service Level Agreements (SLAs)

Knowledge Management

  • Setting up Knowledge Base in Service Cloud
  • Creating and managing Articles and Article Types
  • Implementing Knowledge Search for agents and customers
  • Using Einstein Knowledge to recommend articles

Service Cloud Console

  • Customizing the Service Cloud Console for agent efficiency
  • Setting up Quick Actions, Macros, and Keyboard Shortcuts
  • Managing Case Feed for real-time collaboration

Automation in Service Cloud

  • Automating case handling using Workflow Rules, Process Builder, and Flows
  • Case Assignment Rules for automatic case routing
  • Escalation Rules and Approval Processes for better case management

Reporting & Analytics

  • Creating Reports & Dashboards for service teams
  • Tracking Case Metrics and customer satisfaction (CSAT)

Who is the course for? 

  • Ideal For: Salesforce Admins looking to upskill in the Service Cloud product.
  • Experienced Salesforce professionals wanting to specialize in customer service solutions.
  • Basic Salesforce Knowledge – Familiarity with core Salesforce concepts such as objects, fields, page layouts, and record types.
  • Salesforce Admin Skills – Basic understanding of Salesforce administration (e.g., creating users, managing profiles, and setting up security).

Meet the Instructor

Liam O’Shea is a certified Salesforce Instructor.

He’s has trained hundreds of learners globally and is known for turning complex concepts into clear, practical lessons that get results.

With an average student rating of 4.9/5, Liam’s courses are trusted by those starting or advancing their Salesforce careers. His teaching is focused, engaging, and designed to help you apply your skills confidently in real job scenarios—at your own pace, on your own schedule.

Liam O’Shea’s on-demand content stands out because it blends deep expertise, real-world relevance, and exceptional clarity:

  • Certified Authority – With 8 Salesforce certifications, Liam knows the platform inside out and teaches exactly what’s needed to pass exams and succeed on the job.
  • Learner-Focused Design – He breaks down complex topics into step-by-step lessons, ideal for beginners or career changers.
  • Real-World Application – His content goes beyond theory, using practical examples and exercises that reflect real Salesforce roles and tasks.
  • Engaging Delivery – Liam’s calm, encouraging teaching style makes learners feel supported and motivated, even when tackling tough subjects.