Salesforce Real-Time Project: Service Cloud And Agentforce

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.

Overview

Section 1: Introduction to Course

Lecture 1 Introduction to Service Craft Project

Section 2: Getting Started with the Project

Lecture 2 Create Your Salesforce Developer Org

Section 3: Setting Up and Customizing Our Salesforce App

Lecture 3 Create a Custom Service Console App

Lecture 4 Create a New Theme and Branding for Our Salesforce Org

Section 4: Case Assignment Rules

Lecture 5 Set Up Case Assignment Rules in Salesforce

Section 5: Create Case Support Process and Lightning Page

Lecture 6 Create a Support Process and Record Type for Cases

Lecture 7 Create a New Path for Cases

Lecture 8 Create a Lightning Record Page for Cases

Section 6: Building an Experience Cloud Site with LWC

Lecture 9 Create an Experience Cloud Site

Lecture 10 Configure Header and Footer for the Site

Lecture 11 Add Branding and Customize Login Pages

Lecture 12 Create Users for the Experience Cloud Site

Lecture 13 Authorize Your Salesforce Org in VS Code

Lecture 14 Build an LWC for Experience Cloud Users to Create Cases

Lecture 15 Display and Manage Cases with LWC in Experience Cloud

Lecture 16 Add Logout Option with LWC in Experience Cloud Site

Lecture 17 Enable Self-Registration in Experience Cloud Site

Lecture 18 Auto Assign Permission Set to Self-Registered Users

Section 7: Skill Based Routing

Lecture 19 Set Up Skill-Based Routing in Salesforce

Lecture 20 Add Custom Notification Sounds in Omni-Channel

Lecture 21 Enable Secondary Routing Priority in Omni-Channel

Lecture 22 Faster Routing with Drop Additional Skills in Omni-Channel

Lecture 23 Set Up Capacity for Paused Work Items in Omni-Channel

Lecture 24 Transfer Cases to Other Agents

Lecture 25 How Case Close and Reopen Affects Agent Capacity

Lecture 26 How Case Priority Affects Agent Capacity in Salesforce Omni-Channel

Section 8: Configuring and Enhancing Email-to-Case with Prompt Builder

Lecture 27 Set Up Email-to-Case in Salesforce

Lecture 28 Enhance Email-to-Case with Prompt Templates

Section 9: Working with Entitlements and Milestones

Lecture 29 Entitlement Process Setup – Part 1

Lecture 30 Entitlement Process Setup – Part 2

Section 10: Working with Macros in Salesforce

Lecture 31 Create and Use Macros in Salesforce

Section 11: Agentforce

Lecture 32 Set Up Default Agent in Agentforce

Lecture 33 Create an Agentforce Service Agent in Salesforce Part 1

Lecture 34 Create an Agentforce Service Agent in Salesforce Part 2

Section 12: Messaging for In-App and Web

Lecture 35 Add Agentforce Service Agent to Experience Cloud Site & Route Chats to Live

Lecture 36 Set Up Status-Based Capacity Model for Messaging Sessions

Lecture 37 Apply Custom Branding to Your Chat

Lecture 38 Set Up Skill-Based Routing for Chat

Lecture 39 See How an Agent Can Raise a Flag in Chat

Lecture 40 Automatically Link a Contact to a Messaging Session

Lecture 41 Re-Route Chats from Live Agent to Agentforce Service Agent

Section 13: Agentforce Data Library

Lecture 42 Set Up Data Cloud in Salesforce

Lecture 43 Set Up Agentforce Data Library

Section 14: Set Up Salesforce Knowledge

Lecture 44 Create Data Categories and Knowledge Articles in Salesforce

Section 15: Service Cloud for Slack

Lecture 45 Set Up Service Cloud for Slack & Create Case from Slack

Lecture 46 Send Slack Alert if Case is Not Routed Within 5 Minutes of Creation

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.