{"id":20443,"date":"2020-06-24T05:00:00","date_gmt":"2020-06-24T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=20443"},"modified":"2024-09-16T14:44:25","modified_gmt":"2024-09-16T21:44:25","slug":"how-trailhead-helped-two-customer-service-agents-skill-up-and-steer-sun-basket-through-covid-19","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/how-trailhead-helped-two-customer-service-agents-skill-up-and-steer-sun-basket-through-covid-19\/","title":{"rendered":"How Trailhead Helped Two Customer Service Agents Skill Up and Steer Sun Basket Through COVID-19"},"content":{"rendered":"

<\/p>\n\n\n

Samantha Philip<\/a> and Daniel Boggs<\/a> were both customer service agents at San Francisco-based meal delivery service Sun Basket<\/a> when they discovered a passion for the Salesforce platform. <\/p>\n\n\n\n

They started learning on Trailhead<\/a>, Salesforce\u2019s free online learning platform, and today are an Admin & Developer duo who combine first-hand support experience with technical expertise to deliver new apps and services.<\/p>\n\n\n\n

Sun Basket has experienced an influx of new customers and service requests as a result of COVID-19. To meet growing demand while continuing to deliver outstanding customer service at scale, Samantha and Daniel turned to Salesforce to innovate fast.<\/p>\n\n\n\n

We sat down with Samantha and Daniel ahead of TrailheaDX<\/a> to discuss how Trailhead empowered them to transform their careers and how they\u2019re using their new skills to help Sun Basket navigate the pandemic.<\/p>\n\n\n\n

Q. What first inspired you to learn Salesforce skills, and what motivated you to keep going?<\/b><\/h4>\n\n\n\n

Samantha<\/b>: When I first started at Sun Basket as a customer service agent, I was lucky enough to sit directly next to our CS Operations manager, Shawn. I looked at this as a golden opportunity to learn from him. I was eager to understand the technologies and operations he worked with everyday, so asked if I could get involved in his work.<\/p>\n\n\n\n

He paired me up with our Salesforce admin at the time and the rest is history! In addition to learning on the job, he showed me how to use Trailhead to supplement my growing skill set. I instantly fell in love with the whole aspect of earning badges and achieving ranks \u2013 and it was free! I saw a great opportunity ahead of me and this was constant motivation to keep learning, even after my shifts at work ended. <\/p>\n\n\n\n

Daniel<\/b>: I\u2019ve always been fascinated by the behind-the-scenes of how things work. Like Sam, I got my start at Sun Basket as a customer service agent and adopted Salesforce as our CRM platform. My curiosity led me down a path of \u201chow does this platform work?\u201d This led me to Trailhead, where I began to truly learn how processes and operations were built, how they work and how they\u2019re utilized. I was hooked. <\/p>\n\n\n\n

The freedom to choose different trails at my own will, rather than being tied down to one course was everything to me. This also kept me engaged and motivated because there was always something new to learn.<\/p>\n\n\n

\n
Open Image Modal<\/span>\"\"<\/a><\/figure>\n
<\/div>