Partner Readiness Guide to Contact Center

Partner Readiness Guide to Contact Center Shifting customer demand, organizational challenges and AI are changing the way Service Organizations are expected to operate. Service Organizations can realize improvements in Customer CSAT, decreased operational costs, and improved employee performance with Salesforce Contact Center. This guide will help you understand the Contact Center Contact Center resources are continuously and includes all the information you need to get started. evolving. Check back frequently to stay informed and leverage the most recent content.

Contact Center Readiness Journey Help transform your clients Support Center into an AI powered Contact Center 1 2 3 4 Product Say Hello to Implementation Partner Readiness Contact Readiness Success Center Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

1 Say Hello to Contact Center Let’s get started! What is Contact Center? Salesforce.com Partner Pocket Guide Salesforce Contact Center is a bundled solution that delivers transformation into the Service center by ★ Who uses Contact Sales & GTM Positioning, providing Service Automation, Intelligence, Center? Product Capabilities & Omnichannel Engagement, Self-Service and Agent ★ How does it work? Implementation resources Productivity at scale. ★ Can I see a demo? The Contact Center provides a suite of solutions to help Get Started with our All the latest information on the business transform from Support Center to Service Partner Pocket Guide Salesforce.com Center. It enables Service Organizations to focus on metrics such as CSAT/NPS, Agent Productivity, and Cost-efficiencies. Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

2 Product Readiness Skill up and become Contact Center Accredited Overview Path to Accreditation Learner Info Learning Time: The Contact Center Accreditation 1. Complete the Contact Center Trailmix ~ 25 hrs Exam is available for Partners only. 2. Complete the Contact Center Learning Best suited for: Journey in Partner Learning Camp It’s focused on discovery, design, Consultants engaging in Service delivery and deployment of the Contact 3. Attend Partner Events Cloud delivery Center strategy and capabilities. 4. Review missed sessions Helpful Skills: 5. Review the Exam Guide Curriculum & Learning Journey Service Cloud configuration, Omni 6. Sign up to take the exam Channel Routing, Integrated Voice, Digital Channels, and Self-Service Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

3 Implementation Readiness Deepen your expertise with advanced content and resources Contact Center Products Capability Deep Dives and Activities Each capability in the Contact Center can be deeply explored or ● Digital Engagement Partner Pocket Guide implemented piece by piece. The Contact Center product provides ● Service Cloud Voice Partner Pocket Guide an immediate uplift of the technologies available for the client by bundling items to create a full solution to the multi-channel, data ● Service Intelligence Partner Pocket Guide driven Contact Center vision. ● Salesforce Knowledge Partner Pocket Guide ● Self-Service Partner Pocket Guide Here are resources that can help you dive deeper ● Service Einstein Partner Pocket Guide ● Pocket Guides will include PLC and Enablement resources ● Contact Center AP Full Workbook (activity based) ● Contact Center AP Full Workbook is activity based and gets ● Spin up your own Simple Demo Org to test these capabilities you working in the Simple Demo Org Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

4 Partner Success Additional Support: Engage with the Community and our Service Cloud SMEs Partner Community Office Hours Video Hub Partner Success Video Hub Join the Official: Service Cloud Experts Includes sessions for Contact Collaboration Group in Partner Partner Office Hours Center and LiveAgent Migration Community We will review specific release items Discussions (and more) and engage with a special guest each Join the Service Cloud Trailblazer to Office Hour check the pulse of what’s going on with Upcoming Events customers in Service Cloud (additional Search “Contact Center” in Events groups can be reached from there) Partner Learning Camp Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

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