Designing and configuring Salesforce Service Cloud — cases, assignment/escalation rules, queues, entitlements and milestones (SLAs), the Lightning Service Console, Knowledge (Knowledge__kav, data categories, KCS), Omni-Channel routing, Web-to-Case/Email-to-Case, CTI/voice, and contact-center analyti
Designing and configuring Salesforce Service Cloud — cases, assignment/escalation rules, queues, entitlements and milestones (SLAs), the Lightning Service Console, Knowledge (Knowledge__kav, data categories, KCS), Omni-Channel routing, Web-to-Case/Email-to-Case, CTI/voice, and contact-center analytics (AHT, FCR, CSAT). Use when scoping or implementing a case-management/support solution, intake cha