Salesforce Service Cloud Consultant Certification Course

Genre: eLearning | MP4 | Video: h264, 1280x720 | Audio: aac, 48000 HzLanguage: English | VTT | Size: 1.96 GB | Duration: 10h 51m

What you'll learnAll of the core concepts you need to understand in order to pass the Salesforce Service Cloud Consultant Certification ExamImplement Salesforce KnowledgeImplement Lightning Service ConsoleImplement Live AgentImplement Multiple Support Processes to Support Multiple Interaction ChannelsTrack Service Center Metrics and KPIsBuild Custom Service AppsRequirementsThis certification requires that you have an active Salesforce Administrator CertificationDescriptionThe

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 IT skill 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 demonstrate each of

the Knowledge Areas and core concepts you need to understand, such as:INDUSTRY KNOWLEDGEExplain 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 contact center.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 different business challenges.IMPLEMENTATION STRATEGIESGiven

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 DESIGNGiven

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 MANAGEMENTExplain 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 CHANNELSDescribe

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 MANAGEMENTGiven

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 service entitlements 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 ANALYTICSGiven

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 MANAGEMENTGiven 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 of Udemy Survey ratings for my courses, the students have spoken:"Are you learning valuable information?" 99.6% answered YES"Are the explanations of the concepts clear?" 99.8% answered YES"Is the instructor knowledgeable about the topic?" 99.9% answered YESI

teach 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 I am 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