Salesforce Real-Time Project: Service Cloud and Agentforce

Name: Salesforce Real-Time Project: Service Cloud and Agentforce
Rating: 4.5 (49 reviews)

Build a real-time Salesforce project using Service Cloud, Experience Cloud, Omni-Channel, and Agentforce.

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Created byVarun Kumar Sirisilla

Last updated 11/2025

English

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
Gain hands-on experience in end-to-end Salesforce–Jira integration, preparing you for real client projects or interviews.

Course content

16 sections • 55 lectures • 9h 4m total length

Introduction to Service Craft Project11:39

Create a Custom Service Console App3:20
In this lecture, you’ll set up a custom Service Console App. By the end, you’ll understand how to build a workspace tailored for service agents.
Create a New Theme and Branding for Our Salesforce Org1:00
In this lecture, you’ll customize the look and feel of your Salesforce Org by creating a new theme and applying branding. By the end, you’ll know how to personalize Salesforce for your organization while preparing it for Service Cloud and Agentforce use cases.

Create an Experience Cloud Site1:07
In this lecture, you’ll create an Experience Cloud Site.
Configure Header and Footer for the Site7:36
In this lecture, you’ll configure the header and footer for your Experience Cloud Site.
Add Branding and Customize Login Pages3:48
In this lecture, you’ll add branding and customize login pages.
Create Users for the Experience Cloud Site8:13
In this lecture, you’ll create and configure Experience Cloud users.
Authorize Your Salesforce Org in VS Code0:46
In this lecture, you’ll authorize your Salesforce Org in Visual Studio Code.
Build an LWC for Experience Cloud Users to Create Cases45:26
In this lecture, you’ll build an LWC for case creation. By the end, customers will be able to submit cases directly in Experience Cloud
Display and Manage Cases with LWC in Experience Cloud1:15:13
In this lecture, you’ll build an LWC to display and manage cases. By the end, users will interact with their case data in real time.
Add Logout Option with LWC in Experience Cloud Site14:01
In this lecture, you’ll create a custom logout option using LWC. By the end, Experience Cloud users will be able to securely end sessions.
Enable Self-Registration in Experience Cloud Site6:01
In this lecture, you’ll enable self-registration for Experience Cloud.
Auto Assign Permission Set to Self-Registered Users4:30
In this lecture, you’ll configure auto-assignment of permission sets.

Set Up Skill-Based Routing in Salesforce34:13
In this lecture, you’ll set up skill-based routing in Omni-Channel.
Add Custom Notification Sounds in Omni-Channel2:51
In this lecture, you’ll customize Omni-Channel notification sounds.
Enable Secondary Routing Priority in Omni-Channel9:13
In this lecture, you’ll configure secondary routing priority.
Faster Routing with Drop Additional Skills in Omni-Channel5:16
In this lecture, you’ll enable faster routing by dropping additional skills.
Set Up Capacity for Paused Work Items in Omni-Channel3:37
In this lecture, you’ll set up capacity management for paused work items.
Transfer Cases to Other Agents4:11
In this lecture, you’ll configure case transfer options.
How Case Close and Reopen Affects Agent Capacity4:27
In this lecture, you’ll explore how closing and reopening cases impacts agent capacity.
How Case Priority Affects Agent Capacity in Salesforce Omni-Channel6:21
In this lecture, you’ll configure priority-based case capacity.

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.

Who this course is for:

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.

Salesforce Real-Time Project: Service Cloud and Agentforce

What you'll learn

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Course content

Introduction to Course1 lecture • 12min

Getting Started with the Project1 lecture • 1min

Setting Up and Customizing Our Salesforce App2 lectures • 4min

Case Assignment Rules1 lecture • 4min

Create Case Support Process and Lightning Page3 lectures • 12min

Building an Experience Cloud Site with LWC10 lectures • 2hr 47min

Skill Based Routing8 lectures • 1hr 10min

Configuring and Enhancing Email-to-Case with Prompt Builder2 lectures • 33min

Working with Entitlements and Milestones2 lectures • 51min

Working with Macros in Salesforce1 lecture • 5min

Requirements

Description

Who this course is for: