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Salesforce Service Cloud Consultant Certification Course
Introduction and Getting Started
Getting Started Introduction (2:46)
Signing Up for a Free Salesforce Account (2:48)
Salesforce Lightning vs. Salesforce Classic Notes
Logging into Salesforce and Switching Between Lightning and Classic (2:04)
Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide (6:37)
Assigning the Service Cloud and Knowledge User Feature Licenses (1:08)
Introduction and Getting Started Quiz
Industry Knowledge
Industry Knowledge Introduction (1:22)
Installing Service and Support Dashboards to Measure Contact Center Metrics (5:09)
Contact Center KPIs (4:11)
Contact Center Business Challenges and How Salesforce Helps (3:21)
Use Cases and Benefits for Different Interaction Channels (7:06)
Challenges and Considerations for Business Continuity in the Contact Center (2:23)
Exam Guide Sample Question #1 (4:42)
Types of Contact Centers and Displaying the Service Console (5:47)
KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge (3:02)
Contact Center Components and How They Solve Business Challenges (3:01)
Practice Activity – Industry Knowledge Trailhead Units
Industry Knowledge Quiz
Implementation Strategies
Implementation Strategies Introduction (0:52)
Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields (14:49)
Contact Center Deployment Strategies (5:04)
Practice Activity – Implementation Strategies Trailhead Units
Implementation Strategies Quiz
Service Cloud Solution Design
Service Cloud Solution Design Introduction (0:32)
Analyzing Customer Requirements for Service Cloud Solution Design (8:07)
Extending the Service Cloud with Custom Application Development and Third-Party (3:29)
Key Components for Performance Optimization and Creating a Validation Rule (8:05)
User Experience Requirements Solved by the Salesforce Lightning Service Console (5:46)
Salesforce Lightning Service Console Custom List Views and Creating a New User (17:00)
Service Console Interaction Logs (Salesforce Classic Only) (9:02)
Service Console Custom Components (7:14)
Service Console Keyboard Shortcuts (1:39)
Service Console Macros (6:03)
Service Console Integration Toolkit and Lightning Console JavaScript API (10:55)
Adjusting the Service Console Settings (5:33)
Exam Guide Sample Question #2 (4:10)
Practice Activity – Service Cloud Solution Design Trailhead Units
Service Cloud Solution Design Quiz
Knowledge Management
Knowledge Management Introduction (0:34)
Enabling Salesforce Knowledge and the Knowledge Article Lifecycle (9:04)
Managing Knowledge Adoption and Maintenance (7:50)
Creating Knowledge Data Categories Groups and Data Categories (7:41)
Creating Knowledge Article Record Types and Assigning Page Layouts (4:42)
Turning on the Knowledge Sidebar in the Service Console (7:17)
Knowledge Publishing Workflow (14:25)
Knowledge Data Migration Strategies (4:30)
Knowledge vs. Solutions (3:07)
Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions (6:26)
Exam Guide Sample Question #5 (3:23)
Practice Activity – Knowledge Management Trailhead Units
Knowledge Management Quiz
Interaction Channels
Interaction Channels Introduction (1:43)
Understanding and Implementing Multiple Support Processes (4:27)
Mobile Interaction Channel and Creating a Mobile Case Record Type (3:17)
Telephony (aka ‘phone’) Interaction Channel (3:02)
Email Interaction Channel and Creating an Email Case Record Type (2:14)
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address (10:04)
Adding Emails Related List to Cases Page Layout (6:01)
Configuring Email Templates for Effective Case Communications (5:11)
Web Interaction Channel (7:45)
Chat Interaction Channel – Live Agent (2:31)
Enabling Live Agent and Creating Live Agent Users (1:57)
Creating Live Agent Skills (2:07)
Creating Live Agent Configurations (6:36)
Creating Live Agent Deployments (2:19)
Setting Up Live Agent in the Salesforce Console (2:36)
Creating Chat Buttons (7:28)
Enabling OmniChannel and Creating Service Presence Status (2:31)
Adding the Supervisor Panel to the Salesforce Console (4:05)
Social Media Interaction Channel (7:39)
Chatter Groups as Internal Interaction Channels (6:06)
Exam Guide Sample Question #4 (2:19)
Interaction Channels UI Design Considerations (12:16)
Case Feed Configuration and Customization (9:21)
Adding and Configuring the Email Action to the Case Feed (7:03)
Interaction Channels Profile Design Considerations (8:08)
Interaction Channels Objects to Expose Design Considerations (6:51)
Interaction Channels Sharing Model Design Considerations (11:47)
Interaction Channels Reporting Design Considerations (13:33)
Kan Ban View and Case Feed Page Layout Assignments (12:36)
Practice Activity – Interaction Channels Trailhead Units
Interaction Channels Quiz
Case Management
Case Management Introduction (0:49)
Designing a Case Management Solution (2:36)
Case Creation Design Considerations (3:24)
Case Queues Configuration (7:39)
Case Assignment Design Considerations (14:39)
OmniChannel for Routing of Cases (2:14)
Creating Service Channels for Omni-Channel (4:21)
Creating Routing Configurations for Omni-Channel (6:28)
Creating a Presence Status for Omni-Channel (1:31)
Creating Omni-Channel Permission Sets (2:38)
Adding Omni-Channel to your Service Console Footer (3:48)
Adding Sidebar Components to the Service Console (5:01)
Adding Fields to Page Layouts and Related Lists for Improved Usability (4:33)
Case Escalation Design Considerations (9:29)
Log a Call Activity Management and Call Disposition Design (11:47)
Case Resolution Design Considerations – Case Closure (8:25)
Enabling Entitlement Management for SLA Driven Case Management (20:22)
Improve Agent Productivity by Bundling Multiple Case Actions in Macros (7:56)
Field Service Lightning (10:30)
Final Live Agent Configurations (6:40)
Creating a Self-Service Community to Increase Case Deflection (16:39)
Visual Workflow Use Cases, Capabilities and Limitations for Case Management (19:46)
Practice Activity – Case Management Trailhead Units
Case Management Quiz
Contact Center Analytics
Contact Center Analytics Introduction (0:53)
Contact Center Reporting Solutions (3:18)
Reports and Dashboards Design Considerations (6:28)
Practice Activity – Contact Center Analytics Trailhead Units
Contact Center Analytics Quiz
Integration and Data Management
Integration and Data Management Introduction (1:00)
Design Considerations for Large Data and Transaction Volumes (2:18)
Contact Center Integration Patterns (11:36)
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 (9:44)
Next Steps
Next Steps Introduction (0:41)
Registering for the Service Cloud Consultant Certification (5:20)
Taking the Exam – Online vs. On-site (10:29)
Test Taking Strategies – Improve Your Odds of Passing the First Time (5:30)
Final Thoughts and a Word of Thanks (0:55)
Bonus Lecture: Promo Codes / Website / Facebook Group / LinkedIn and More
Creating a Self-Service Community to Increase Case Deflection
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