Service Cloud Certification Exam Prep
Read this document to fully understand the steps and contents required to get ready to pass your Service Cloud Certification
Week 1: Introduction
Introduction to Service Cloud
Service Cloud Basics
Supercharge your agents with omni-channel tools and an intelligent service platform.
Week 2: Service Cloud Console
How to get more out of Salesforce and improve adoption by creating an intuitive user interface with the service cloud console
Week 3: Case Management
OMNI Channel, Entitlements, Service Cloud Macros
Omni-Channel Routing and Digital Engagement
Prepare your contact center for the multi-channel world.
Week 4 CTI Computer Telephony Integration & Community Self Service
CTI & Community Cloud explained
Call Center Integration for Lightning Experience
Take customer calls by integrating your phone channel and service console.
Week 5: Knowledge Management
Knowledge reduces training cost & increases first contact resolution and meets companies KPIs
Knowledge Search Basics
Learn how search works in Salesforce Knowledge and customize your org for better results.
Week 6: Live Agent & Social Customer Service
Create OMNI channel platform
Demo Video Social Customer Service
Watch this video to see how social customer service & social studio gives you the power to provide great customer service at scale.
Week 7: Integrating with 3rd Party applications
Understand how you would connect to 3rd party applications via integration & APIs
Build an Experience Cloud Site with Knowledge and Chat
Use the Customer Service template to create a site with chat snap-ins and knowledge.
Week 8: Service Implementation Strategy
Implementation Best Practices & Strategy to successfully implement Service Cloud.
Service Cloud Implementation Strategy & Best Practices
Best practices and implementation strategy explained.
Service Cloud Certification Overview
Understand what is required to pass the service cloud certification and different weightage for each topic.