Solidifying Your Expertise with Key Salesforce Service Cloud Resources

By Jon Paz, T. J. Kelley

Part of Salesforce Service Cloud For Dummies Cheat Sheet

If you already have a solid foundation of Service Cloud features and functionality, you can use the following guides to enhance your instance or just to learn more granular details about Service Cloud settings, “gotchas,” and less-used functionality:

  • The Salesforce AppExchange: Similar to an app store, the AppExchange is a great resource to learn about and install business applications for Service Cloud. Various users or organizations develop these apps and push the envelope of Service Cloud functionality to the next level. Make sure to browse the AppExchange for existing Service Cloud–specific applications before building out a similar solution in your instance and reinventing the wheel.

  • Salesforce Service Cloud Resources: Salesforce provides its own marketing material and resources in the form of datasheets, webinars, and e-books. Leverage these materials to deepen your understanding of their product.

  • Salesforce Help & Training: Salesforce provides a vast repository of documentation on essentially every feature and release in Service Cloud. To get there from your instance, at the top right of your screen, between your name and the blue app picker, click Help. A pop-up window appears with Salesforce online documentation, including tip sheets and implementation guides, as well as online training videos and the Salesforce knowledge base.