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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.

Attività

Industry Knowledge

Exam Weight 12%

~7 minuti
~10 minuti
~11 minuti
+1.600 punti
Modulo

Service Cloud Agent Productivity

Help your agents work faster and more efficiently in the Service Console.

~1 ora 30 minuti
~2 minuti
~2 minuti
~1 minuto
+800 punti
Modulo

Entitlement Management for Lightning Experience

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

~1 ora 15 minuti
~6 minuti
~2 minuti
Attività

Implementation Strategies

Exam Weight 14%

+100 punti
Modulo

Salesforce Business Analyst: Quick Look

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

~5 minuti
+400 punti
Modulo

Best Practices for Project Management

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

~40 minuti
+300 punti
Modulo

Salesforce Agile Basics

Discover how Salesforce became agile and revolutionized product development.

~20 minuti
+500 punti
Modulo

Scrum and Kanban at Salesforce

Discover two workflows that Salesforce teams use for agile development.

~30 minuti
+300 punti
Modulo

Salesforce Release Readiness Strategies

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

~20 minuti
+800 punti
Modulo

Advanced Salesforce Release Readiness Strategies

Learn how to leverage new Salesforce features across your organization.

~50 minuti
+300 punti
Modulo

Process Mapping for Business Analysts

Use process mapping to improve business processes.

~15 minuti
+1.100 punti
Modulo

Call Center Integration for Lightning Experience

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

~35 minuti
~2 minuti
~2 minuti
+400 punti
Modulo

Large Data Volumes

Plan for and work with large data volumes within Salesforce.

~1 ora 20 minuti
Attività

Service Cloud Solution Design

Exam Weight 20%

+700 punti
Modulo

Salesforce Flow for Service

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

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

Documentation

~2 minuti
~1 ora
~2 minuti
~5 minuti
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Work with Data Categories

Documentation

~6 minuti
~3 minuti
~3 minuti
~1 minuto
~1 minuto
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Case Teams

Documentation

~2 minuti
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Work with Data Categories

Documentation

~9 minuti
Attività

Knowledge Management

Exam Weight 8%

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Knowledge Article Types

Documentation

~2 minuti
~4 minuti
+500 punti
Modulo

Lightning Knowledge Migration

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

~1 ora 10 minuti
+500 punti
Modulo

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50 minuti
~6 minuti
~2 minuti
~7 minuti
+1.700 punti
Modulo

Personalizzare l'app mobile Salesforce

Personalizza la tua esperienza mobile con l'app Salesforce.

~1 ora 35 minuti
+600 punti
Progetto

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 ora 25 minuti
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Data Category Visibility

Documentation

~5 minuti
~4 minuti
~1 minuto
Attività

Intake and Interaction Channels

Exam Weight 15%

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Salesforce Open CTI

Documentation

~2 minuti
~2 minuti
+200 punti
Modulo

Omni-Channel Routing and Digital Engagement

Prepare your contact center for the multi-channel world.

~20 minuti
~1 minuto
+2.100 punti
Modulo

Omni-Channel for Lightning Experience

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

~1 ora 40 minuti
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Experience Cloud

Documentation

~15 minuti
~8 minuti
~2 minuti
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Set Up Omni Supervisor

Documentation

~3 minuti
~4 minuti
~2 minuti
Attività

Case Management

Exam Weight 18%

~1 minuto
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Web-to-Case Overview

documentation

~5 minuti
~9 minuti
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Service Cloud Cheatsheet

Documentation

~4 minuti
~1 minuto
+300 punti
Modulo

Einstein Bots Basics

Learn how to make customer service smarter and easier with chatbots.

~30 minuti
~2 minuti
~2 minuti
+700 punti
Progetto

Set Up Case Escalation and Entitlements

Create processes to help support teams become more efficient.

~1 ora 50 minuti
~3 minuti
~4 minuti
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Milestone Actions

Documentation

~2 minuti
~3 minuti
Attività

Contact Center Analytics

Exam Weight 8%

~3 minuti
~2 minuti
Attività

Integrations

Exam Weight 5%

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Salesforce Connect

Documentation

~3 minuti
+800 punti
Modulo

AppExchange Solutions

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

~45 minuti
+400 punti
Modulo

Customer Service Incident Management Basics

Track and resolve widespread service disruptions quickly.

~50 minuti
~1 minuto
Attività

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.