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Practice Exercises
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Introduction to Contact Center 4 min
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Getting Started With Salesforce Agent – Fully Integrated Lightning Experience 7 min
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Handling Inbound Phone Calls 12 min
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Handling Outbound Phone Calls 12 min
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Handling Voicemails 4 min
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Handling Emails 6 min
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Handling Chats 3 min
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Knowledge Check 4 min
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Interactive Quick Guide
- Training Satisfactory Survey
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Training Satisfactory Survey
Fully integrated Salesforce agent
Use this Salesforce agent to answer calls, make calls, and handle emails, chats, or social apps.
The Salesforce agent in a fully integrated Salesforce Lightning Experience allows you to interact with contacts without leaving the Salesforce platform. The fully integrated platform is an instance of Salesforce that your company has integrated with other apps across the customer's journey.
After completing this course, you'll be able to:
- Locate and navigate the agent interface
- Answer incoming calls
- Make manual outbound calls
- Handle voice and digital interactions