Service Cloud Superbadge

Yes, I finally completed this Superbadge that has been on my to do list for a while.

It wasn’t the most difficult of badges if you have done a decent amount of prep work. I would suggest before you do this Superbadge, not only do you complete the required badges to unlock. But you also do some more Service Cloud badges. That will really help you.

I thought I share some tips that I think might help you in getting your Superbadge done. I won’t give you the answers on how to do everything. It is after all a Superbadge, which means it relies on your knowledge.

First of all, I had a lot of problems in the first challenge. My org did not want to recognise one of the profiles I created. I searched for this and found a lot of people had this. A range of solutions were offered, like launch another org and return to the org you are using, creating the profile again. In the end non of these solutions worked for me. So I had to start over.

I really advice you to not go too fast in this Superbadge. Keep checking your challenge every time you have done a decent amount of the tasks. This will not only make sure your work is recognised, but also it can give you some tips for next steps. Very useful if you are not 100% sure what to do.

Here some tips for each of the challenge:

Challenge 1: Build an agent Dashboard
Read carefully what you need to do. Most of this is basic admin set up.
Pay attention to what you need to do on the console.

Challenge 2: Establish Case management
There is quite a lot you have to do here. Focus on all kinds of automation processes you can use here.
Also, check what you need to name things. I made some mistakes here so some stuff kept giving errors. Attention is in the detail in this challenge

Challenge 3: Create Service Level and Action
This is the real first challenge to jump into Service Cloud specific functionality.
Make sure you are in the correct set up area, otherwise you won’t get far here!
Make sure you update User Interface settings as required. This challenge is not just about building items in Set Up, but also making sure it works for a user

Challenge 4: Configure Case Routing
I would suggest to read the text and take it in the two area, Processing Emailed Cases and Routing Case Traffic. You need to do quite some bits here that you need to test. So really worth doing one part, check the challenge and then continue to the second part
Again make sure you are in the correct set up area to do the work

Challenge 5: Implement Lightning Knowledge
First step, make sure you can actually play around with Knowledge. Hopefully you remember how you can make sure you do this.
I found it useful to use the guided set up, just to help me get started.
Refresh button is your friend in this challenge

Challenge 6: Build case and agent automation
Some nice automation challenges here.
Biggest tip here, keep an eye on that activate button. Your challenge might not pass if your settings are wrong

Challenge 7: Analytics
A nice and easy way to finish the Superbadge. Nothing special you have to do here. Just read the text carefully. It will tell you exactly what to do.

And with that, congratulations! You have another Superbadge in the back.

Hope you enjoyed this one. Nothing too complicated but a couple of small, tedious tasks hidden in there.