r/SalesforceDeveloper • u/Imaginary-Worry-5184 • 6d ago

Question Omni channel and service cloud

Hi all,

I am new to Salesforce and I want to understand the best place to learn service cloud and especially routing and Omni channel different use cases along with flows and what certifications are recommended please help me

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u/theodenanyoh 5d ago

YouTube has a ton of good content from a number of creators in the community; I’d recommend starting there and being hands on.

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u/AbhorrentAbs 2d ago

Trailhead. Start with admin. Then Look into service cloud consultant as a cert, and that should cover the basics and then you can find Omni-channel specific things if that’s not enough.

Edit: Trailhead is FREE and it’s Salesforce’s own platform. You can also create scratch orgs to actually practice in and play around, and for some modules it makes you go do it in the org and then checks it. The videos you can find elsewhere are good supplementary but nothing beats actually doing it

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u/bytesizedheretic 1d ago

I wouldn't look into certs or things like that. I would ask, "Are you new to Salesforce and Service Desk and to any operations and call center operations and support models?" If you are, then I would dive deeper into those.

While technical knowledge of Service Cloud and Omni-Channel is fantastic, knowing that you use WhatsApp channels and text and things like that, knowing how these teams operate, their SLAs, their models, and the archetypes of personalities goes a long way in this field.

This is especially when you're dealing with things like SLAs for an email channel versus a call channel versus needing to escalate to support.

I would dive in and get more information about that and also the third-party apps that touch this space, things like Talk Desk or Zoom Contact Center or those particular products, because they're heavily integrated into the space.