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Salesforce Service Cloud Consultant Certification Course
Introduction and Getting Started
Getting Started Introduction
Signing Up for a Free Salesforce Account
Salesforce Lightning vs. Salesforce Classic Notes
Logging into Salesforce and Switching Between Lightning and Classic
Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide
Assigning the Service Cloud and Knowledge User Feature Licenses
Introduction and Getting Started Quiz
Industry Knowledge
Industry Knowledge Introduction
Installing Service and Support Dashboards to Measure Contact Center Metrics
Contact Center KPIs
Contact Center Business Challenges and How Salesforce Helps
Use Cases and Benefits for Different Interaction Channels
Challenges and Considerations for Business Continuity in the Contact Center
Exam Guide Sample Question #1
Types of Contact Centers and Displaying the Service Console
KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge
Contact Center Components and How They Solve Business Challenges
Practice Activity – Industry Knowledge Trailhead Units
Industry Knowledge Quiz
Implementation Strategies
Implementation Strategies Introduction
Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields
Contact Center Deployment Strategies
Practice Activity – Implementation Strategies Trailhead Units
Implementation Strategies Quiz
Service Cloud Solution Design
Service Cloud Solution Design Introduction
Analyzing Customer Requirements for Service Cloud Solution Design
Extending the Service Cloud with Custom Application Development and Third-Party
Key Components for Performance Optimization and Creating a Validation Rule
User Experience Requirements Solved by the Salesforce Lightning Service Console
Salesforce Lightning Service Console Custom List Views and Creating a New User
Service Console Interaction Logs (Salesforce Classic Only)
Service Console Custom Components
Service Console Keyboard Shortcuts
Service Console Macros
Service Console Integration Toolkit and Lightning Console JavaScript API
Adjusting the Service Console Settings
Exam Guide Sample Question #2
Practice Activity – Service Cloud Solution Design Trailhead Units
Service Cloud Solution Design Quiz
Knowledge Management
Knowledge Management Introduction
Enabling Salesforce Knowledge and the Knowledge Article Lifecycle
Managing Knowledge Adoption and Maintenance
Creating Knowledge Data Categories Groups and Data Categories
Creating Knowledge Article Record Types and Assigning Page Layouts
Turning on the Knowledge Sidebar in the Service Console
Knowledge Publishing Workflow
Knowledge Data Migration Strategies
Knowledge vs. Solutions
Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions
Exam Guide Sample Question #5
Practice Activity – Knowledge Management Trailhead Units
Knowledge Management Quiz
Interaction Channels
Interaction Channels Introduction
Understanding and Implementing Multiple Support Processes
Mobile Interaction Channel and Creating a Mobile Case Record Type
Telephony (aka ‘phone’) Interaction Channel
Email Interaction Channel and Creating an Email Case Record Type
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
Adding Emails Related List to Cases Page Layout
Configuring Email Templates for Effective Case Communications
Web Interaction Channel
Chat Interaction Channel – Live Agent
Enabling Live Agent and Creating Live Agent Users
Creating Live Agent Skills
Creating Live Agent Configurations
Creating Live Agent Deployments
Setting Up Live Agent in the Salesforce Console
Creating Chat Buttons
Enabling OmniChannel and Creating Service Presence Status
Adding the Supervisor Panel to the Salesforce Console
Social Media Interaction Channel
Chatter Groups as Internal Interaction Channels
Exam Guide Sample Question #4
Interaction Channels UI Design Considerations
Case Feed Configuration and Customization
Adding and Configuring the Email Action to the Case Feed
Interaction Channels Profile Design Considerations
Interaction Channels Objects to Expose Design Considerations
Interaction Channels Sharing Model Design Considerations
Interaction Channels Reporting Design Considerations
Kan Ban View and Case Feed Page Layout Assignments
Practice Activity – Interaction Channels Trailhead Units
Interaction Channels Quiz
Case Management
Case Management Introduction
Designing a Case Management Solution
Case Creation Design Considerations
Case Queues Configuration
Case Assignment Design Considerations
OmniChannel for Routing of Cases
Creating Service Channels for Omni-Channel
Creating Routing Configurations for Omni-Channel
Creating a Presence Status for Omni-Channel
Creating Omni-Channel Permission Sets
Adding Omni-Channel to your Service Console Footer
Adding Sidebar Components to the Service Console
Adding Fields to Page Layouts and Related Lists for Improved Usability
Case Escalation Design Considerations
Log a Call Activity Management and Call Disposition Design
Case Resolution Design Considerations – Case Closure
Enabling Entitlement Management for SLA Driven Case Management
Improve Agent Productivity by Bundling Multiple Case Actions in Macros
Field Service Lightning
Final Live Agent Configurations
Creating a Self-Service Community to Increase Case Deflection
Visual Workflow Use Cases, Capabilities and Limitations for Case Management
Practice Activity – Case Management Trailhead Units
Case Management Quiz
Contact Center Analytics
Contact Center Analytics Introduction
Contact Center Reporting Solutions
Reports and Dashboards Design Considerations
Practice Activity – Contact Center Analytics Trailhead Units
Contact Center Analytics Quiz
Integration and Data Management
Integration and Data Management Introduction
Design Considerations for Large Data and Transaction Volumes
Contact Center Integration Patterns
Practice Activity – Integration and Data Management Trailhead Units
Integration and Data Management Quiz
Release Readiness and Updates
Adding a Path to the Case Object - Spring '18 Release
Next Steps
Next Steps Introduction
Registering for the Service Cloud Consultant Certification
Taking the Exam – Online vs. On-site
Test Taking Strategies – Improve Your Odds of Passing the First Time
Final Thoughts and a Word of Thanks
Bonus Lecture: Promo Codes / Website / Facebook Group / LinkedIn and More
Case Management Quiz
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