1 – Customer Service Overview
- Create case records
- Related service apps
- Analytics for service
- AI for service
- Configuring customer service
- Module summary
2 – Case Management
- Case management overview
- Creating case records
- Queue management
- Case routing
- Resolving cases
- Module summary
3 – Service Level Agreements and Entitlements
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
- Module summary
4 – Knowledge Management
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
- Module summary
