Skill building is critical for career advancement – and it’s important to know which skills to prioritize, based on your chosen customer service career path.
Whether you’re a service agent looking to level up at your company or want to pivot into a new service career, skilling up for today’s work-from-anywhere world is more important than ever.
No matter what career path you choose, you need to build skills and burnish your resume. Upskilling also helps you get to the heart of every customer interaction and please customers expecting top-notch digital experiences. This is critical, as 55% of service professionals say they need better training to do their jobs well, according to Salesforce’s State of Service report.
Salesforce has got you covered, as you pursue new skill sets. And with Trailhead, Salesforce’s free online learning platform, you can learn and build tech, business, and soft skills to transform your service career.
Introducing the Service Career Path
Today, we are expanding entryways to join our thriving Salesforce ecosystem with the launch of the Service Career Path on Trailhead.
The Service Career Path is a one-stop shop empowering anyone to become a service star with Salesforce.
The customer service career path is a one-stop shop empowering anyone to become a service star with Salesforce. The path will help you learn in-demand skills, explore new job opportunities, and connect with peers and service experts. Why create a Service Career Path? It’s simple: Service is critical to people and companies worldwide, which offers plenty of opportunities for those willing to learn.
The Service Career Path empowers Trailblazers with the tools to build dynamic careers, communities, and companies with Salesforce. The new career path is part of our Heart of Service program, focused on empowering every role across the service industry.
Content for every service role
The Service Career Path prepares you to bring more heart, and drive more customer loyalty, no matter what role you take on in your service career. You’ll build new technical and soft skills, and you can learn with the Service Career Path from anywhere. It includes curated content and customized learning paths for six service roles, including:
- Service Agent: Learn to engage directly with customers and manage cases. Flex your empathy muscles, discover new communication tactics, and gain expert knowledge about products or services.
- Service Manager: Learn how to manage and train a company’s service staff with coaching and feedback. Understand case management and best practices for process documentation.
- Service Operations Analyst: Collaborate with multiple teams, including product, development, and IT, to manage workflows and processes. Understand how to create critical reporting and metrics.
- Field Service Leader: Learn to manage all field service activities in an organization, from on-site installation and maintenance to troubleshooting.
- Service Leader: Learn how to run every aspect of customer service and support, from hiring and recruiting to strategies that help you manage people and processes.
- Chief Customer Officer: Get the business and soft skills you need to manage the customer experience. Learn strategies and operations for high-quality digital experiences that turn your organization into a revenue generator.
Building skills for a customer service career path
Trailblazers who have honed their skill sets through Trailhead are thrilled about the potential of the Service Career Path.
The Service Career Path could save valuable training time for Virginia’s Community Colleges (VCCS) Shared Services Center, which provides administrative support for the 23 Virginia community colleges, said Trailblazer Stephanie Barton, the organization’s senior manager of customer engagement. Trailhead’s flexibility will help her staff grow their skills — while learning from service peers in the Trailblazer Community.
This is one of the most exciting things to me because it means I don’t have to spend the time creating these things myself.Stephanie Barton, senior manager of customer engagement at Virginia’s Community Colleges (VCCS) Shared Services Center
“This is one of the most exciting things to me because it means I don’t have to spend the time creating these things myself,” Barton said. “And I couldn’t be more excited for this tool to point people to and have as a resource available to us.”
Barton encourages her team of 15 employees to use Trailhead to learn new skills, including managing Salesforce technology and public speaking.
Barton knows firsthand how Trailhead works wonders for rapid skill building. After VCCS’ Salesforce administrator left in 2017, Barton completed several Trailhead courses to learn how to manage Salesforce while doing her day job managing call center operations.
A Service Career Path helps you connect to opportunities
Trailblazer Josh Ray said he wished a Service Career Path had been available when he began his career as a service agent at Grainger in 2010.
Ray knew early on that management wasn’t his preferred path, but he wanted to gain operational skills. When Grainger migrated to Salesforce in 2015, Ray became a subject matter expert in the solution helping him take on systems administration and integration roles.
Ray said that the Service Career Path can help service professionals grow and learn how to make a difference in someone’s day. “Trailhead and the Trailblazer Community help grow my career and inspire me to provide exceptional experiences for all customers,” Ray said.
Connect with support professionals in the Trailblazer Community
In addition to learning through the Service Career Path, you can also join the Trailblazer Community for customer service, an insider group of support professionals who know how to get to the heart of service every day.
Rocking the title of #ServiceStar, you can reap the benefits of a supportive Service Cloud network and get the latest in Service Cloud product updates. Join the Service Trailblazer Community Group and be in the know with exclusive announcements and invites to Trailblazer-only events, webinars, and special promotions.