Lesson 1: Overview of Salesforce Service Cloud features and benefits
Lesson 2: Understanding of service processes, cases, and knowledge articles
Lesson 3: Introduction to Service Cloud implementation methodologies and best practices

Lesson 1: Customizing case management processes to align with service requirements
Lesson 2: Implementing validation rules, workflows, and escalation rules for service automation
Lesson 3: Configuring case assignment rules, service entitlements, and service contracts

Lesson 1: Utilizing Salesforce automation tools like process builder, workflow rules, and macros
Lesson 2: Designing service automation workflows for case routing, escalations, and notifications
Lesson 3: Implementing service productivity tools like macros, quick text, and auto-response rules

Lesson 1: Designing custom service reports and dashboards to track key performance metrics
Lesson 2: Analyzing service volume, case resolution times, and customer satisfaction scores
Lesson 3: Implementing Einstein Analytics for advanced service analytics and predictive insights

Lesson 1: Integrating Service Cloud with other Salesforce products (e.g., Sales Cloud, Marketing Cloud)
Lesson 2: Configuring data synchronization and data sharing between Service Cloud and external systems
Lesson 3: Planning and executing Service Cloud deployment strategies for successful implementation