Overview
Who should take this course?
This course is designed for anyone who is actively preparing to earn their Service Cloud Consultant credential. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, have at least two years of experience implementing Service Cloud solutions, and feel comfortable with all concepts covered in the Salesforce Certified Service Cloud Consultant Exam Guide.
Please Note: This course includes a voucher for the Salesforce Service Cloud Consultant certification exam.
When you complete this course, you will be able to:
- Recall exam objectives.
- Discuss product features and functionality covered on the exam.
- Assess your exam readiness by answering practice questions.
Lessons and Topics
Industry Knowledge
- Review Contact Center Metrics
- Understand Service Analytics
Implementation Strategies
- Review Consulting Engagements
- Identify Deployment Strategies
- Understand Data Migration
- Discuss Data Quality
Service Cloud Solution Design
- Discuss Licensing and Permission Sets
- Understand the Lightning Service Console
- Review Einstein for Service
- Identify Productivity Solutions
- Explore Experience Cloud Sites
Knowledge Management
- Review Knowledge-Centered Support
- Define the Knowledge Article Lifecycle
- Discuss Data Categories and Record Types
- Understand Knowledge Migration
Intake and Interaction Channels
- Define Interaction Channels
- Review Mobile Publisher
- Discuss Omni-Channel Routing
- Understand Omni-Channel Supervisor
- Review Einstein Classification and Case Routing
Case Management
- Review a Common Support Call
- Discuss Case Reduction
- Review Case Routing and Resolution
- Examine Service Cloud Objects and Relationships
- Define Entitlement Processes
- Identify Milestones
- Discuss Business and Holiday Hours
- Understand Case Collaboration
- Understand Case Automation
Contact Center Analytics
- Generate Contact Center Metrics
- Identify Contact Center Visibility
- Review Analytics Report Types
- Discuss Reporting Snapshots
- Understand Historical Trend Reporting
Integrations
- Identify Integrations and Extensions
- Review Incident Management
- Discuss Salesforce Connect
- Understand Flow Orchestration
Practice Exam