Salesforce Service Cloud Consultant Certification Course (Udemy.com)
Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App
Created by: Mike Wheeler
Produced in 2021
What you will learn
- All of the core concepts you need to understand in order to pass the Salesforce Service Cloud Consultant Certification Exam
- Implement Salesforce Knowledge
- Implement Lightning Service Console
- Implement Live Agent
- Implement Multiple Support Processes to Support Multiple Interaction Channels
- Track Service Center Metrics and KPIs
- Build Custom Service Apps
Quality Score
Content Quality
/
Video Quality
/
Qualified Instructor
/
Course Pace
/
Course Depth & Coverage
/
Overall Score : 82 / 100
Course Description
The Salesforce Service Cloud Consultant Certification demonstrates that you can implement the Salesforce Lightning Service Console, design service solutions on the Salesforce platform, and can implement OmniChannel, create Macros, and create custom apps to deliver world class service as a Service Cloud consultant.
Salesforce is currently the 7th most in demand ITskill in the world, and Salesforce Consultant Certifications help you rise above the competition. The Consultant Certifications are especially in demand by Salesforce Partner companies.
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support
customer business processes and requirements using Salesforce applications. The consultant
has experience designing solutions using the Service Cloud functionality and can lead the
implementation of these solutions within a customer organization. The consultant has both
contact center industry experience and expertise in Salesforce applications including the
knowledge needed to implement multiple applications in common customer scenarios.
This course fully prepares you for the Service Cloud Consultant Exam. Throughout the duration of this course,I cover and demonstrateeach of the Knowledge Areas and core concepts you need to understand, such as:
INDUSTRY KNOWLEDGE
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Explain the uses cases and benefits for different interaction channels.
Identify challenges and considerations for business continuity in the contactcenter.
Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).
Identify the core tenets of KCS.
Describe how various components of a contact center can solve differentbusiness challenges.
IMPLEMENTATION STRATEGIES
Given a scenario, determine how to facilitate a successful consulting
engagement (plan, gather requirements, design, build, test and document.
Given a scenario, determine appropriate contact center deployment strategies.
SERVICE CLOUD SOLUTION DESIGN
Given a scenario, analyze customer requirements to determine an appropriate
solution design considering capabilities, limitations and design trade-offs.
Distinguish when it is appropriate to include custom application development
or third-party applications.
Distinguish the key components that contribute to performance optimization
within a design.
Describe the user experience requirements that can be solved by the Salesforce
Service Console.
KNOWLEDGE MANAGEMENT
Explain the knowledge article lifecycle including creation, publishing,
consumption, and feedback.
Given business process requirements, determine the appropriate approach to
manage Knowledge adoption and maintenance.
Given a set of requirements, determine how to configure data categories,
article types, and publishing workflow.
Distinguish the key factors to consider when designing a Knowledge data
migration strategy.
INTERACTION CHANNELS
Describe the use cases and functionality for each interaction channel
including mobile, phone, email, web, chat and social media.
Differentiate between the available email-to-case and web-to-case
solutions and explain how to configure each.
Explain the Open CTI features, architecture, and implications.
Explain the design considerations (user interface, user profiles, objects to
expose, sharing model, reporting, etc.) and best practices when
configuring an interaction channel solution (mobile, phone, email, web,
chat, or social media).
CASE MANAGEMENT
Given a set of requirements, design a case management solution from case
creation to closure including case assignment, case escalation, case resolution,
and case disposition.
Describe the relationships between cases and other areas such as assets,
entitlements, work orders, Communities, Live Agent, and Knowledge.
Given a set of KPIs, determine the appropriate case management solution.
Explain the capabilities, use cases, and how to configure the serviceentitlements in Salesforce.
Explain the use cases, capabilities and limitations of Visual Workflow important
to case management.
Identify capabilities for managing cases using social media (Social Hub,
Salesforce for Twitter and Facebook).
CONTACT CENTER ANALYTICS
Given a set of desired metrics, determine the appropriate reporting solution
taking into account data sources, data volume, and various contact center
technologies (ACD, IVR, PBX, etc.).
Given a scenario, evaluate the considerations when designing reports and
dashboards to serve different stakeholders (agents, supervisors, managers,
executives).
INTEGRATION AND DATA MANAGEMENT
Given a scenario, analyze the implications and design considerations of large
data and transaction volumes.
Explain the use cases and considerations common to contact center integration
patterns.
I have 6 Salesforce certifications, including this one.
Unlike other instructors you'll find on Udemy who are teaching things they are not certified for, I have not only the certifications, but the real world experience as a Salesforce consultant - having implemented several Service Cloud solutions for clients around the world.
After Thousands ofUdemy Survey ratingsfor my courses, the students have spoken:
"Are you learning valuable information?" 99.
6%answered YES
"Are the explanations of theconcepts clear?" 99.
8% answered YES
"Is the instructor knowledgeable about the topic?" 99.
9% answered YES
Iteach Salesforce certification courses because I am passionate about the platform, and the awesome things you can build quickly on it - including your career!
There is an extreme shortage of Salesforce talent in the job market, and Iam creating Salesforce Certification and User courses, so that you can get a good paying job in the cloud.
Who this course is for:
Anyone interested in attaining the Salesforce Service Cloud Consultant CertificationAnyone tasked with implementing the Salesforce Service ConsoleAnyone working in a Call Center or Support Environment Who is Considering Salesforce
Salesforce is currently the 7th most in demand ITskill in the world, and Salesforce Consultant Certifications help you rise above the competition. The Consultant Certifications are especially in demand by Salesforce Partner companies.
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support
customer business processes and requirements using Salesforce applications. The consultant
has experience designing solutions using the Service Cloud functionality and can lead the
implementation of these solutions within a customer organization. The consultant has both
contact center industry experience and expertise in Salesforce applications including the
knowledge needed to implement multiple applications in common customer scenarios.
This course fully prepares you for the Service Cloud Consultant Exam. Throughout the duration of this course,I cover and demonstrateeach of the Knowledge Areas and core concepts you need to understand, such as:
INDUSTRY KNOWLEDGE
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Explain the uses cases and benefits for different interaction channels.
Identify challenges and considerations for business continuity in the contactcenter.
Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).
Identify the core tenets of KCS.
Describe how various components of a contact center can solve differentbusiness challenges.
IMPLEMENTATION STRATEGIES
Given a scenario, determine how to facilitate a successful consulting
engagement (plan, gather requirements, design, build, test and document.
Given a scenario, determine appropriate contact center deployment strategies.
SERVICE CLOUD SOLUTION DESIGN
Given a scenario, analyze customer requirements to determine an appropriate
solution design considering capabilities, limitations and design trade-offs.
Distinguish when it is appropriate to include custom application development
or third-party applications.
Distinguish the key components that contribute to performance optimization
within a design.
Describe the user experience requirements that can be solved by the Salesforce
Service Console.
KNOWLEDGE MANAGEMENT
Explain the knowledge article lifecycle including creation, publishing,
consumption, and feedback.
Given business process requirements, determine the appropriate approach to
manage Knowledge adoption and maintenance.
Given a set of requirements, determine how to configure data categories,
article types, and publishing workflow.
Distinguish the key factors to consider when designing a Knowledge data
migration strategy.
INTERACTION CHANNELS
Describe the use cases and functionality for each interaction channel
including mobile, phone, email, web, chat and social media.
Differentiate between the available email-to-case and web-to-case
solutions and explain how to configure each.
Explain the Open CTI features, architecture, and implications.
Explain the design considerations (user interface, user profiles, objects to
expose, sharing model, reporting, etc.) and best practices when
configuring an interaction channel solution (mobile, phone, email, web,
chat, or social media).
CASE MANAGEMENT
Given a set of requirements, design a case management solution from case
creation to closure including case assignment, case escalation, case resolution,
and case disposition.
Describe the relationships between cases and other areas such as assets,
entitlements, work orders, Communities, Live Agent, and Knowledge.
Given a set of KPIs, determine the appropriate case management solution.
Explain the capabilities, use cases, and how to configure the serviceentitlements in Salesforce.
Explain the use cases, capabilities and limitations of Visual Workflow important
to case management.
Identify capabilities for managing cases using social media (Social Hub,
Salesforce for Twitter and Facebook).
CONTACT CENTER ANALYTICS
Given a set of desired metrics, determine the appropriate reporting solution
taking into account data sources, data volume, and various contact center
technologies (ACD, IVR, PBX, etc.).
Given a scenario, evaluate the considerations when designing reports and
dashboards to serve different stakeholders (agents, supervisors, managers,
executives).
INTEGRATION AND DATA MANAGEMENT
Given a scenario, analyze the implications and design considerations of large
data and transaction volumes.
Explain the use cases and considerations common to contact center integration
patterns.
I have 6 Salesforce certifications, including this one.
Unlike other instructors you'll find on Udemy who are teaching things they are not certified for, I have not only the certifications, but the real world experience as a Salesforce consultant - having implemented several Service Cloud solutions for clients around the world.
After Thousands ofUdemy Survey ratingsfor my courses, the students have spoken:
"Are you learning valuable information?" 99.
6%answered YES
"Are the explanations of theconcepts clear?" 99.
8% answered YES
"Is the instructor knowledgeable about the topic?" 99.
9% answered YES
Iteach Salesforce certification courses because I am passionate about the platform, and the awesome things you can build quickly on it - including your career!
There is an extreme shortage of Salesforce talent in the job market, and Iam creating Salesforce Certification and User courses, so that you can get a good paying job in the cloud.
Who this course is for:
Anyone interested in attaining the Salesforce Service Cloud Consultant CertificationAnyone tasked with implementing the Salesforce Service ConsoleAnyone working in a Call Center or Support Environment Who is Considering Salesforce
Instructor Details
- 4.1 Rating
162 Reviews
Mike Wheeler
Iteach Salesforce, Zoom and Home Business Courses. Iam passionate about helping you become a 'Creator in a Consumption World'
Igravitate towards tools and tech that empowers the non-technical to build and create amazing things online.
That is why I was drawn to amazing tools and platforms, such as Salesforce, Zoom, Wordpress, and more.
Iam currently creating a series of courses that teach you all of the fundamentals and specifics related to launching your own home business, make money online, and how to build your own brand while building applications and businesses on the Internet.
After Thousands ofUdemy Survey ratingsfor my courses, the students have spoken:
"Are you learning valuable information?" 99.6%answered YES
"Are the explanations of theconcepts clear?" 99.8% answered YES
"Is the instructor knowledgeable about the topic?" 99.9% answered YES
Before discovering Salesforce, I worked as a Technical Writer, Trainer, and built blogs using Wordpress. Once I found Salesforce, I saw it as the quickest path to building world-class web and mobile applications for businesses and consumers. I've attained 6 Salesforce Certifications along the way: Salesforce Developer, SalesforceAdministrator, SalesforceAdvanced Administrator, SalesforceSales Cloud Consultant, SalesforceService Cloud Consultant, and SalesforcePlatform App Builder.
Iam the fo
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