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Home Online Courses IT & Software Certifications Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant

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Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant

PDFs and exam guides are not so efficient, right? Prepare for your Salesforce examination with our training course. The Certified Service Cloud Consultant course contains a complete batch of videos that will provide you with profound and thorough knowledge related to Salesforce certification exam. Pass the Salesforce Certified Service Cloud Consultant test with flying colors.

116 Students Enrolled 103 Lectures 10:30:06 Hours

Curriculum For This Course

1

Introduction and Getting Started

3Lectures

Time 00:23:16

2

Industry Knowledge

10Lectures

Time 00:38:38

3

Implementation Strategies

3Lectures

Time 00:20:04

4

Service Cloud Solution Design

13Lectures

Time 01:26:05

5

Knowledge Management

11Lectures

Time 01:07:26

6

Interaction Channels

29Lectures

Time 02:43:40

7

Case Management

21Lectures

Time 02:44:13

8

Contact Center Analytics

3Lectures

Time 00:10:06

9

Integration and Data Management

3Lectures

Time 00:14:10

10

Release Readiness and Updates

2Lectures

Time 00:20:38

11

Next Steps

5Lectures

Time 00:21:50

Introduction and Getting Started
	1. Signing Up for a Free Salesforce Account	2:38
	2. Logging into Salesforce and Switching Between Lightning and Classic	1:55
	3. Reviewing the Service Cloud Consultant Certification Exam Guide	18:43

Industry Knowledge
	1. Industry Knowledge Introduction	1:19
	2. Installing Service and Support Dashboards to Measure Contact Center Metrics	4:59
	3. Contact Center KPIs	3:56
	4. Contact Center Business Challenges and How Salesforce Helps	3:23
	5. Use Cases and Benefits for Different Interaction Channels	7:04
	6. Challenges and Considerations for Business Continuity in the Contact Center	2:21
	7. Exam Guide Sample Question #1	4:42
	8. Types of Contact Centers and Displaying the Service Console	5:44
	9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge	2:57
	10. Contact Center Components and How They Solve Business Challenges	2:13

Implementation Strategies
	1. Implementation Strategies Introduction	0:50
	2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields	14:46
	3. Contact Center Deployment Strategies	4:28

Service Cloud Solution Design
	1. Service Cloud Solution Design Introduction	0:29
	2. Analyzing Customer Requirements for Service Cloud Solution Design	8:05
	3. Extending the Service Cloud with Custom Application Development and Third-Party	3:26
	4. Key Components for Performance Optimization and Creating a Validation Rule	8:02
	5. User Experience Requirements Solved by the Salesforce Lightning Service Console	5:43
	6. Salesforce Lightning Service Console Custom List Views and Creating a New User	16:57
	7. Service Console Interaction Logs (Salesforce Classic Only)	8:37
	8. Service Console Custom Components	7:11
	9. Service Console Keyboard Shortcuts	1:36
	10. Service Console Macros	5:35
	11. Service Console Integration Toolkit and Lightning Console JavaScript API	10:53
	12. Adjusting the Service Console Settings	5:30
	13. Exam Guide Sample Question #2	4:01

Knowledge Management
	1. Knowledge Management Introduction	0:31
	2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle	8:50
	3. Managing Knowledge Adoption and Maintenance	7:36
	4. Creating Knowledge Data Categories Groups and Data Categories	7:34
	5. Creating Knowledge Article Record Types and Assigning Page Layouts	4:39
	6. Turning on the Knowledge Sidebar in the Service Console	7:15
	7. Knowledge Publishing Workflow	14:12
	8. Knowledge Data Migration Strategies	4:23
	9. Knowledge vs. Solutions	3:04
	10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions	6:24
	11. Exam Guide Sample Question #5	2:58

Interaction Channels
	1. Interaction Channels Introduction	1:41
	2. Understanding and Implementing Multiple Support Processes	4:12
	3. Mobile Interaction Channel and Creating a Mobile Case Record Type	3:14
	4. Telephony (aka ‘phone’) Interaction Channel	2:59
	5. Email Interaction Channel and Creating an Email Case Record Type	2:11
	6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address	9:56
	7. Adding Emails Related List to Cases Page Layout	5:57
	8. Configuring Email Templates for Effective Case Communications	5:08
	9. Web Interaction Channel	1:54
	10. Chat Interaction Channel – Web Chat (Live Agent)	2:28
	11. Enabling Live Agent and Creating Live Agent Users	1:54
	12. Creating Live Agent Skills	2:05
	13. Creating Live Agent Configurations	6:34
	14. Creating Live Agent Deployments	2:17
	15. Setting Up Live Agent in the Salesforce Console	2:34
	16. Creating Chat Buttons	7:25
	17. Enabling OmniChannel and Creating Service Presence Status	2:29
	18. Adding the Supervisor Panel to the Salesforce Console	4:02
	19. Social Media Interaction Channel	7:36
	20. Chatter Groups as Internal Interaction Channels	6:04
	21. Exam Guide Sample Question #4	2:17
	22. Interaction Channels UI Design Considerations	12:13
	23. Case Feed Configuration and Customization	9:01
	24. Adding and Configuring the Email Action to the Case Feed	7:00
	25. Interaction Channels Profile Design Considerations	8:05
	26. Interaction Channels Objects to Expose Design Considerations	6:48
	27. Interaction Channels Sharing Model Design Considerations	11:44
	28. Interaction Channels Reporting Design Considerations	12:24
	29. Kan Ban View and Case Feed Page Layout Assignments	11:28

Case Management
	1. Case Management Introduction	0:46
	2. Case Creation Design Considerations	3:22
	3. Case Queues Configuration	7:36
	4. Case Assignment Design Considerations	14:36
	5. OmniChannel for Routing of Cases	2:11
	6. Creating Service Channels for Omni-Channel	4:17
	7. Creating Routing Configurations for Omni-Channel	6:25
	8. Creating a Presence Status for Omni-Channel	1:29
	9. Creating Omni-Channel Permission Sets	2:35
	10. Adding Omni-Channel to your Service Console Footer	3:45
	11. Adding Sidebar Components to the Service Console	4:58
	12. Adding Fields to Page Layouts and Related Lists for Improved Usability	4:30
	13. Case Escalation Design Considerations	9:26
	14. Log a Call Activity Management and Call Disposition Design	11:44
	15. Case Resolution Design Considerations – Case Closure	7:38
	16. Enabling Entitlement Management for SLA Driven Case Management	20:10
	17. Improve Agent Productivity by Bundling Multiple Case Actions in Macros	7:53
	18. Field Service Lightning	10:27
	19. Final Live Agent Configurations	6:37
	20. Creating a Self-Service Community to Increase Case Deflection	15:28
	21. Visual Workflow Use Cases, Capabilities and Limitations for Case Management	18:20

Contact Center Analytics
	1. Contact Center Analytics Introduction	0:43
	2. Contact Center Reporting Solutions	3:03
	3. Reports and Dashboards Design Considerations	6:20

Integration and Data Management
	1. Integration and Data Management Introduction	0:51
	2. Design Considerations for Large Data and Transaction Volumes	1:53
	3. Contact Center Integration Patterns	11:26

Release Readiness and Updates
	1. Adding a Path to the Case Object - Spring '18 Release	9:45
	2. Service Setup Menu	10:53

Next Steps
	1. Next Steps Introduction	0:31
	2. Registering for the Service Cloud Consultant Certification	5:17
	3. Taking the Exam – Online vs. On-site	9:56
	4. Test Taking Strategies – Improve Your Odds of Passing the First Time	5:28
	5. Final Thoughts and a Word of Thanks	0:38

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Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant

Curriculum For This Course

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