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Prerequisite: Salesforce Administrator

Administrator is a prerequisite for Service Cloud Consultant. This trailmix only consists of topics above and beyond the Admin trailmix.

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Service Cloud Consultant Exam Overview

Exam Guide, Scheduling your Exam, Recommended Courses, and Quick Facts.

Tarea

Industry Knowledge

Exam Weight 12%

~7 minutos
~10 minutos
~11 minutos
+1.600 puntos
Módulo

Productividad de los agentes de Service Cloud

Ayude a sus agentes a trabajar de manera más rápida y eficaz en Service Console.

~1 hora 30 minutos
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Provide Web Forms with Web-to-Case

Documentation

~2 minutos
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Add Service Cloud Channels

Documentation

~2 minutos
~1 minuto
+800 puntos
Módulo

Entitlement Management for Lightning Experience

Use entitlements to ensure your customers receive top-notch service.

~1 hora 15 minutos
~6 minutos
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Enable Collaboration with Swarming

Documentation

~2 minutos
Tarea

Implementation Strategies

Exam Weight 14%

+100 puntos
Módulo

Salesforce Business Analyst: Quick Look

Learn what Salesforce business analysts do and the skills they need to succeed.

~5 minutos
+400 puntos
Módulo

Best Practices for Project Management

Learn from Walden University how to manage scope, schedule, and risk in your projects.

~40 minutos
+300 puntos
Módulo

Salesforce Agile Basics

Discover how Salesforce became agile and revolutionized product development.

~20 minutos
+500 puntos
Módulo

Scrum and Kanban at Salesforce

Discover two workflows that Salesforce teams use for agile development.

~30 minutos
+300 puntos
Módulo

Salesforce Release Readiness Strategies

Learn how Salesforce releases new features and how your company can make the most of them.

~20 minutos
+800 puntos
Módulo

Advanced Salesforce Release Readiness Strategies

Learn how to leverage new Salesforce features across your organization.

~50 minutos
+300 puntos
Módulo

Process Mapping for Business Analysts

Use process mapping to improve business processes.

~15 minutos
+1.100 puntos
Módulo

Call Center Integration for Lightning Experience

Take customer calls by integrating your phone channel and service console.

~35 minutos
~2 minutos
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Set Article Import Parameters

Documentation

~2 minutos
+400 puntos
Módulo

Large Data Volumes

Plan for and work with large data volumes within Salesforce.

~1 hora 20 minutos
Tarea

Service Cloud Solution Design

Exam Weight 20%

+700 puntos
Módulo

Salesforce Flow for Service

Simplify onboarding and guide your agents to resolve cases quickly and consistently.

~30 minutos
~1 minuto
~3 minutos
~2 minutos
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Einstein Next Best Action

Documentation

~2 minutos
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Omni-Channel for Administrators

Documentation

~1 hora
~2 minutos
~5 minutos
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Work with Data Categories

Documentation

~6 minutos
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Knowledge Data Categories Best Practices

Knowledge article

~3 minutos
~3 minutos
~1 minuto
~1 minuto
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Case Teams

Documentation

~2 minutos
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Work with Data Categories

Documentation

~9 minutos
Tarea

Knowledge Management

Exam Weight 8%

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Knowledge Article Types

Documentation

~2 minutos
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Lightning Knowledge Migration Tool

Documentation

~4 minutos
+500 puntos
Módulo

Lightning Knowledge Migration

Unlock the full power of Knowledge by migrating to Lightning Knowledge.

~1 hora 10 minutos
+500 puntos
Módulo

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 minutos
~6 minutos
~2 minutos
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Lightning Knowledge Limitations

Documentation

~7 minutos
+1.700 puntos
Módulo

Personalización de la aplicación móvil Salesforce

Personalice su experiencia móvil con la aplicación Salesforce.

~1 hora 35 minutos
+600 puntos
Proyecto

Build an Experience Cloud Site with Knowledge and Chat

Use the Customer Service template to create a site with chat snap-ins and knowledge.

~1 hora 25 minutos
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Data Category Visibility

Documentation

~5 minutos
~4 minutos
~1 minuto
Tarea

Intake and Interaction Channels

Exam Weight 15%

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Salesforce Open CTI

Documentation

~2 minutos
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Send Quick Text Messages in Chats

Documentation

~2 minutos
+200 puntos
Módulo

Omni-Channel Routing and Digital Engagement

Prepare your contact center for the multi-channel world.

~20 minutos
~1 minuto
+2.100 puntos
Módulo

Omni-Channel for Lightning Experience

Route work to the right agent for the job and get a complete view of your contact center.

~1 hora 40 minutos
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Experience Cloud

Documentation

~15 minutos
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Digital Engagement Datasheet

Documentation

~8 minutos
~2 minutos
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Set Up Omni Supervisor

Documentation

~3 minutos
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Routing Configuration Settings

Documentation

~4 minutos
~2 minutos
Tarea

Case Management

Exam Weight 18%

~1 minuto
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Web-to-Case Overview

documentation

~5 minutos
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Customize Support Settings

Documentation

~9 minutos
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Service Cloud Cheatsheet

Documentation

~4 minutos
~1 minuto
+300 puntos
Módulo

Aspectos básicos de los bots de Einstein

Aprenda a hacer que el servicio de atención al cliente sea más inteligente y sencillo con bots de chat.

~30 minutos
~2 minutos
~2 minutos
+700 puntos
Proyecto

Set Up Case Escalation and Entitlements

Create processes to help support teams become more efficient.

~1 hora 50 minutos
~3 minutos
~4 minutos
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Milestone Actions

Documentation

~2 minutos
~3 minutos
Tarea

Contact Center Analytics

Exam Weight 8%

~3 minutos
~2 minutos
Tarea

Integrations

Exam Weight 5%

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Salesforce Connect

Documentation

~3 minutos
+800 puntos
Módulo

AppExchange Solutions

Find solutions for your business and learn how to install them in your org.

~45 minutos
+400 puntos
Módulo

Customer Service Incident Management Basics

Track and resolve widespread service disruptions quickly.

~50 minutos
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Set Up Broadcast Communications

Documentation

~1 minuto
Tarea

Additional Preparation

Additional resources to help prepare you for certification.

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Prepare for your Service Cloud Consultant Certification Exam (CRT261)

(Optional) Instructors will present different scenarios tied to the exam objectives to help prepare you for your exam.