Beginner's Guide to Salesforce Trailhead

Last time, we learned how to be proactive customer service reps in the “Beginner’s Guide to Salesforce Trailhead” series. Today, we cover these key learning objectives to take our effectiveness to exciting new levels:

  • Describe best practices for hiring a dream team
  • Determiner whether or not a candidate has the specific skills needed
  • Determine a candidate’s motivational fitness for the job

How do you hire the right customer service agents to create your “dream team”?

While Salesforce Service Cloud is a great place to house your customer service center, without the best agents to pack it up, it will not serve you as well as it can. You want to maximize your investment in technology, and the best team will help you do that and then some!

During the interview process, you will want to scout people with the best mindset for customer service. What does this mindset “look” like?

How do you add value?Salesforce says you should ask these key questions throughout the interview process to determine if they’re the best fit. How they answer will tell you what you need to know!

  1. What does giving “excellent service” mean to you?
  2. Can you tell me about a time you experienced great customer service?
  3. What do you like most about being in customer service?
  4. What do you think is likely to be the difference between success and mediocrity in this position?

How they answer will help you identify how they tolerate stress, if they have good decision-making and problem-solving skills, and what their motivational fitness is.

Salesforce elaborates on these qualities within the module in detail!


Discover this terminology yourself when you complete the unit.

In the last unit, we’ll learn how to motivate Contact Center Agents to produce quality outcomes for our organizations.

If you have any questions about using Salesforce or Trailhead in the meantime, reach out to our experts. We are here to support you during any step of your technological journey.

Start the first unit yourself here.

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