• views: 153
• date: 21 September 2025
• posted by: 0nelove

Build a real-time Salesforce project using Service Cloud, Experience Cloud, Omni-Channel, and Agentforce.
What you'll learn
How to Create an Experience Cloud Site
How to Build an LWC for Experience Cloud Case Creation
How to Display and Manage Cases with LWC in Experience Cloud
How to Set Up Skill-Based Routing in Salesforce
How to Set Up Default Agent in Agentforce
How to Create an Agentforce Service Agent
How to Enhance Email-to-Case with Prompt Templates
How to Set Up Service Cloud for Slack and Create Case from Slack
How to Set Up Skill-Based Routing for Chat
How to Set Up Data Cloud in Salesforce
How to Set Up Agentforce Data Library
How to Enable Secondary Routing Priority in Omni-Channel
How to Add Agentforce Agent to Experience Cloud and Route Chats
How to Re-Route Chats from Live Agent to Agentforce
Requirements
Basic understanding of Salesforce CRM concepts (objects, records, fields).
Familiarity with Salesforce navigation and setup menu.
Experience creating simple Salesforce apps, tabs, or fields.
General knowledge of Service Cloud features (Cases, Queues, Assignment Rules).
Comfort using a Salesforce Developer Org for practice.
Introductory knowledge of Apex (basic classes & methods).
Basic understanding of Lightning Web Components (LWC).
Description
This course is a hands-on, real-time Salesforce project where we build Service Craft, a complete service experience powered by Service Cloud, Experience Cloud, and Agentforce. Throughout this project-based learning journey, you'll gain practical experience designing, configuring, and implementing Salesforce solutions exactly as you would in a real-world enterprise environment.You'll start by understanding how to structure support processes, including Case Assignment Rules, Support Processes, and Omni-Channel Routing, ensuring cases are efficiently directed to the right agents. You'll then build a fully functional Experience Cloud Site, complete with custom Lightning Web Components (LWCs), enabling customers to create, track, and manage their cases in a user-friendly interface.The course also guides you through enabling live chat and messaging, allowing seamless communication between customers and both Agentforce Service Agents and human agents. You'll configure Email-to-Case, Entitlements, Knowledge Base, and Slack integration, creating a fully connected support ecosystem.With Agentforce AI capabilities, you'll explore how to enhance routing, automate routine service tasks, and boost agent productivity, giving your service teams the edge in efficiency and customer satisfaction.By the end of this course, you'll have built a real-time, end-to-end Salesforce project, demonstrating the full lifecycle of modern, AI-powered customer service operations. You'll also gain the confidence to implement similar solutions in your organization, bridging the gap between theory and practical application. This course ensures you not only understand Salesforce features but can also apply them strategically to solve real-world business challenges.
Who this course is for
Salesforce Admins who want to implement advanced Service Cloud and Agentforce features.
Developers looking to apply Apex, LWC, and Flows in Service Cloud and Agentforce use cases.
Business Analysts or Consultants working on Service Cloud + Agentforce projects.
Learners preparing for the Salesforce Service Cloud Consultant Certification.
Anyone with Salesforce fundamentals aiming to gain hands-on experience in case management, Omni-Channel routing, Experience Cloud, Salesforce Knowledge, Agentforce setup, and Slack integration.



   
   
   

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