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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.

작업

Industry Knowledge

Exam Weight 12%

~7분
~10분
~11분
+1,600포인트
모듈

Service Cloud Agent Productivity

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

~1시간 30분
~2분
링크

Add Service Cloud Channels

Documentation

~2분
~1분
+800포인트
모듈

Lightning Experience의 권리 관리

권리를 사용하여 고객이 최고의 서비스를 받을 수 있게 보장합니다.

~1시간 15분
~6분
~2분
작업

Implementation Strategies

Exam Weight 14%

+100포인트
모듈

Salesforce Business Analyst: Quick Look

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

~5분
+400포인트
모듈

Best Practices for Project Management

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

~40분
+300포인트
모듈

Salesforce 애자일 기본 사항

Salesforce가 애자일을 도입하여 제품 개발을 혁신한 방법을 알아보세요.

~20분
+500포인트
모듈

Scrum and Kanban at Salesforce

Discover two workflows that Salesforce teams use for agile development.

~30분
+300포인트
모듈

Salesforce 릴리스 준비 전략

Salesforce가 새 기능을 릴리스하는 방법과 여러분의 회사에서 이러한 기능을 최대한으로 활용하는 방법을 알아보세요.

~20분
+800포인트
모듈

Advanced Salesforce Release Readiness Strategies

Learn how to leverage new Salesforce features across your organization.

~50분
+300포인트
모듈

Process Mapping for Business Analysts

Use process mapping to improve business processes.

~15분
+1,100포인트
모듈

Call Center Integration for Lightning Experience

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

~35분
~2분
~2분
+400포인트
모듈

Large Data Volumes

Plan for and work with large data volumes within Salesforce.

~1시간 20분
작업

Service Cloud Solution Design

Exam Weight 20%

+700포인트
모듈

Salesforce Flow for Service

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

~30분
~1분
~3분
~2분
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Einstein Next Best Action

Documentation

~2분
~1시간
~2분
~5분
링크

Work with Data Categories

Documentation

~6분
~3분
~3분
~1분
~1분
링크

Case Teams

Documentation

~2분
링크

Work with Data Categories

Documentation

~9분
작업

Knowledge Management

Exam Weight 8%

링크

Knowledge Article Types

Documentation

~2분
~4분
+500포인트
모듈

Lightning Knowledge Migration

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

~1시간 10분
+500포인트
모듈

Knowledge-Centered Service with Service Cloud

Handle customer requests using the Knowledge-Centered Service methodology.

~50분
~6분
~2분
~7분
+1,700포인트
모듈

Salesforce 모바일 앱 사용자 정의

Salesforce 앱으로 모바일 익스피리언스를 사용자 정의하세요.

~1시간 35분
+600포인트
프로젝트

Build an Experience Cloud Site with Knowledge and Chat

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

~1시간 25분
링크

Data Category Visibility

Documentation

~5분
~4분
~1분
작업

Intake and Interaction Channels

Exam Weight 15%

링크

Salesforce Open CTI

Documentation

~2분
~2분
+200포인트
모듈

Omni-Channel Routing and Digital Engagement

Prepare your contact center for the multi-channel world.

~20분
~1분
+2,100포인트
모듈

Omni-Channel for Lightning Experience

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

~1시간 40분
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Experience Cloud

Documentation

~15분
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Digital Engagement Datasheet

Documentation

~8분
~2분
링크

Set Up Omni Supervisor

Documentation

~3분
~4분
~2분
작업

Case Management

Exam Weight 18%

~1분
링크

Web-to-Case Overview

documentation

~5분
링크

Customize Support Settings

Documentation

~9분
링크

Service Cloud Cheatsheet

Documentation

~4분
~1분
+300포인트
모듈

Einstein Bots 기초

챗봇을 사용하여 고객 서비스를 더 스마트하고 편리하게 만드는 방법에 대해 알아봅니다.

~30분
~2분
~2분
+700포인트
프로젝트

Set Up Case Escalation and Entitlements

Create processes to help support teams become more efficient.

~1시간 50분
~3분
링크

Milestone Actions

Documentation

~2분
~3분
작업

Contact Center Analytics

Exam Weight 8%

~3분
~2분
작업

Integrations

Exam Weight 5%

링크

Salesforce Connect

Documentation

~3분
+800포인트
모듈

AppExchange Solutions

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

~45분
+400포인트
모듈

Customer Service Incident Management Basics

Track and resolve widespread service disruptions quickly.

~50분
~1분
작업

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.