Who this is for
Designed for people doing the work.
Service operations leaders, support managers, admins, and customer experience teams standardizing case work and resolution quality.
Service CloudIntermediatePrivate team format
Case Management
Build capability your team can use in the work.
Design case intake, routing, escalation, and resolution processes that help agents move faster.
Tell us which capability matters most and we’ll shape the right format for your team.
What your team will work through
A curriculum built around decisions, practice, and results.
Each session connects a practical business objective to a Salesforce scenario. Your team sees the pattern, builds it in a guided org, and leaves with a way to apply it together.
- 01
Blueprint the service journey
Clarify channels, entitlements, priorities, and ownership before changing the service experience.
Hands-on practice: Design an intake-to-resolution service blueprint for your team.
- 02
Route and resolve cases
Configure queues, assignment, escalation, macros, and the workspace agents need to move quickly.
Hands-on practice: Build and test a case-routing scenario with realistic edge cases.
- 03
Scale knowledge and intelligence
Combine knowledge, automation, and AI-assisted service to create more consistent customer outcomes.
Hands-on practice: Create a resolution path that brings the right context to an agent.
- 04
Run the improvement loop
Use service reporting, governance, and team habits to keep quality improving after launch.
Hands-on practice: Create a service scorecard and recommend the next operational improvement.
Before you join
Prerequisites
Participants should bring a current service workflow and have basic familiarity with Salesforce cases or support operations.
Next team cohort
Ready to make this your team’s next capability?
Join the waiting list for Case Management, or tell us how you want to adapt the workshop to your goals.
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