About Course
Administer and Maintain Service Cloud (ADX261)
The Administer and Maintain Service Cloud (ADX261) course equips Salesforce
administrators with the skills required to configure, manage, and optimize
Salesforce Service Cloud. Learners gain hands-on experience with case
management, automation, service channels, and reporting to deliver efficient
customer support operations and enhanced service experiences.
Prerequisites
- Basic understanding of Salesforce administration
- Familiarity with CRM and customer service processes
- Knowledge of users, roles, and permissions in Salesforce
- Experience with Salesforce Sales or Service Cloud is beneficial
- Basic reporting and dashboard concepts
Who Should Attend
- Salesforce Administrators
- Service Cloud Consultants
- Customer Support and Service Managers
- CRM Administrators supporting service teams
- Professionals preparing for Service Cloud certifications
Key Skills You Will Gain
This course builds the practical skills needed to administer and maintain
Salesforce Service Cloud effectively.
- Configuring case management and service processes
- Managing service channels and omni-channel routing
- Automating support workflows and entitlements
- Creating reports and dashboards for service teams
- Optimizing customer support performance
Course Modules
Module 1: Service Cloud Fundamentals
- Overview of Salesforce Service Cloud
- Service Cloud architecture and use cases
- Service console and navigation
Module 2: Case Management
- Case lifecycle and automation
- Queues, assignment rules, and escalation
- Email-to-case and web-to-case
Module 3: Omni-Channel and Service Channels
- Omni-channel routing and presence
- Managing chat, phone, and messaging
- Service channel configuration
Module 4: Automation and Entitlements
- Workflow rules and flows
- Entitlements and milestones
- Service process optimization
Module 5: Reporting and Maintenance
- Service reports and dashboards
- Monitoring agent performance
- Best practices for ongoing maintenance