Configuration and Set Up, Platform Basics, Object Manager and Lightning App Builder, Formulas & Validations, Profiles & Permissions, Sales and Marketing Apps, Service and Support Apps, Data Mgmt and reports/Analytics, Productivity and Collaboration, Workflow & Automation


Service Cloud Agent Productivity, Implementation Strategies, Service cloud solution design, Case Mgmt including Web to case, Omni Channel, Knowledge Mgmt, Intake and interaction channels, Contact center analytics