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Salesforce Service Cloud Consultant Certification Course

Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App
(1,659 reviews)
9,438 students
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Platform: Udemy
Video: 11h 2m
Language: English
Next start: On Demand

Table of contents


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 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 supportcustomer business processes and requirements using Salesforce applications. The consultanthas experience designing solutions using the Service Cloud functionality and can lead theimplementation of these solutions within a customer organization. The consultant has bothcontact center industry experience and expertise in Salesforce applications including theknowledge 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:
•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 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 STRATEGIES
•Given a scenario, determine how to facilitate a successful consultingengagement (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 appropriatesolution design considering capabilities, limitations and design trade-offs. • Distinguish when it is appropriate to include custom application developmentor third-party applications.• Distinguish the key components that contribute to performance optimizationwithin a design.• Describe the user experience requirements that can be solved by the SalesforceService Console.KNOWLEDGE MANAGEMENT
•Explain the knowledge article lifecycle including creation, publishing,consumption, and feedback.• Given business process requirements, determine the appropriate approach tomanage 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 datamigration strategy.INTERACTION CHANNELS
•Describe the use cases and functionality for each interaction channelincluding mobile, phone, email, web, chat and social media.•Differentiate between the available email-to-case and web-to-casesolutions and explain how to configure each.•Explain the Open CTI features, architecture, and implications.•Explain the design considerations (user interface, user profiles, objects toexpose, sharing model, reporting, etc.) and best practices whenconfiguring 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 casecreation 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 importantto case management.
• Identify capabilities for managing cases using social media (Social Hub,Salesforce for Twitter and Facebook). 

• Given a set of desired metrics, determine the appropriate reporting solutiontaking into account data sources, data volume, and various contact centertechnologies (ACD, IVR, PBX, etc.).
• Given a scenario, evaluate the considerations when designing reports anddashboards to serve different stakeholders (agents, supervisors, managers,executives). 

•Given a scenario, analyze the implications and design considerations of largedata and transaction volumes.•Explain the use cases and considerations common to contact center integrationpatterns. 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 YES
I 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.

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


• This certification requires that you have an active Salesforce Administrator Certification

This course is for

• Anyone interested in attaining the Salesforce Service Cloud Consultant Certification
• Anyone tasked with implementing the Salesforce Service Console
• Anyone working in a Call Center or Support Environment Who is Considering Salesforce
Salesforce Trainer – 180,000+ Students – 30K+ 5-Star Reviews
I teach Cloud Computing.
I am passionate about helping you become a ‘Creator in a Consumption World’
I gravitate 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, AWS, Wordpress and more.
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 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 (retired), Salesforce Administrator, Salesforce Advanced Administrator, Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant, and Salesforce Platform App Builder.
I am the founder of Mike Wheeler Media, where my mission is to Train, Inspire, and Equip YOU for a Cloud Career.
Feel free to connect with me through the various social profile links on my profile here. 
Browse all courses by on Coursemarks.
Platform: Udemy
Video: 11h 2m
Language: English
Next start: On Demand

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