In this lecture, we discuss some of the common core components of a call center. I share a blog resource of how CTI integrates with Salesforce as well as a list of common call center acronyms.
Resources:
Computer Telephone Integration (CTI) for Salesforce: How Does it Work? https://www.salesforce.com/blog/2016/07/computer-telephony-integration-cti-works.html
TalkDesk Call Center Acronyms (Updated) - https://www.talkdesk.com/blog/call-center-acronyms/
Getting Started with Service Cloud - Trailhead - https://trailhead.salesforce.com/modules/service_basics/units/service_basics_intro
In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture we discuss the typical phases of a consulting engagement. We then begin to build our custom survey object as well as creating a Master-Detail Relationship field and a Lookup field to further build our solution.
In this lecture, I introduce you to the Service Cloud ERD Diagram and Service Cloud landing page. These resources are helpful in knowing what is possible in Salesforce, what each object is intended for, and this information will inform your decision making as you implement your own deployment str...
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