Salesforce Certification Service Cloud Rapid Exam Prep
What you’ll learn
Successfully pass the Service Cloud Certification Exam
Identify areas where you need to spend more time studying
Better understand Service Cloud solution design
Requirements
None
Description
This course will help you to pass the Service Cloud Consultant Salesforce Certification exam. Prepare to be challenged by 40 sample test questions with video explanations of the correct and incorrect answers. These questions are designed to be tougher than the real exam, so once you master these questions, you can take the real exam with confidence.Take this course if:You are preparing for the Salesforce Service Cloud Certification ExamYou want to save study time and only focus on areas where you need helpYou want to prep with an instructor who wrote and edited questions on the actual examPrerequisites:Salesforce Administrator Certification – Required to get the certification and to understand this courseUnderstanding of Salesforce terminology – If you don’t know what a workflow rule is, you are not ready for this course.Some experience configuring Service Cloud functionality and familiarity with featuresCourse Format:This course is organized to match the Salesforce-published exam study guide. We walk through sample questions grouped by each of the topic areas in the study guide:Industry KnowledgeCase ManagementSolution DesignInteraction ChannelsKnowledge ManagementImplementation StrategyContact Center AnalyticsIntegration and Data Management
Overview
Section 1: Getting Started with Rapid Exam Prep
Lecture 1 Introduction
Lecture 2 Exam Study Guide
Lecture 3 Activity for Service Cloud Beginners
Section 2: Topic 1: Industry Knowledge
Lecture 4 Pre-test: How much do you know about Industry Knowledge?
Lecture 5 Industry Knowledge Question 1.1 – Common Contact Center Systems
Lecture 6 Industry Knowledge Question 1.2 – Quality Monitoring
Lecture 7 Industry Knowledge Question 1.3 – Business Continuity
Lecture 8 Industry Knowledge Question 1.4 – Knowledge Centered Support (KCS)
Section 3: Supplemental Training: Industry Knowledge
Lecture 9 Introduction to Industry Knowledge Supplemental Training
Lecture 10 Key contact center metrics, KPIs, and business challenges
Lecture 11 Interaction Channels
Lecture 12 Business continuity in the contact center
Lecture 13 Different types of contact centers
Lecture 14 Core tenets of KCS
Lecture 15 Components of a contact center
Section 4: Topic 2: Case Management
Lecture 16 Pre-test: How much do you know about Case Management?
Lecture 17 Case Management Question 2.1 – Surveys
Lecture 18 Case Management Question 2.2 – Service Level (SLA) Management
Lecture 19 Case Management Question 2.3 – Case Entry Process
Lecture 20 Case Management Question 2.4 – Omnichannel
Lecture 21 Case Management Question 2.5 – Milestones & Entitlements
Lecture 22 Case Management Question 2.6 – Case Collaboration
Lecture 23 Case Management Question 2.7 – Case Automation
Lecture 24 Case Management Question 2.8 – Configuration
Lecture 25 Case Management Question 2.9 – Social Customer Service
Lecture 26 Case Management Question 2.10 – Field Service Dispatch
Section 5: Topic 3: Service Cloud Solution Design
Lecture 27 Pre-test: How much do you know about Service Cloud Solution Design?
Lecture 28 Service Cloud Solution Design Question 3.1 – Variable Required Data
Lecture 29 Service Cloud Solution Design Question 3.2 – Salesforce Console for Service
Lecture 30 Service Cloud Solution Design Question 3.3 – Repair and Returns
Lecture 31 Service Cloud Solution Design Question 3.4 – Improving Cost per Case
Lecture 32 Service Cloud Solution Design Question 3.5 – Console Configuration
Section 6: Topic 4: Interaction Channels
Lecture 33 Pre-test: How much do you know about Interaction Channels?
Lecture 34 Interaction Channels Question 4.1 – Email Management
Lecture 35 Interaction Channels Question 4.2 – Communities
Lecture 36 Interaction Channels Question 4.3 – Live Chat
Lecture 37 Interaction Channels Question 4.4 – Agent Assisted Inquiries
Lecture 38 Interaction Channels Question 4.5 – Live Agent and Chatter Answers
Lecture 39 Interaction Channels Question 4.6 – Open CTI
Section 7: Topic 5: Knowledge Management
Lecture 40 Pre-test: How much do you know about Knowledge Management?
Lecture 41 Knowledge Management Question 5.1 – Integration to Case Management Process
Lecture 42 Knowledge Management Question 5.2 – Features of Salesforce Knowledge
Lecture 43 Knowledge Management Question 5.3 – Knowledge Visibility
Lecture 44 Knowledge Management Question 5.4 – Knowledge Content Migration
Lecture 45 Knowledge Management Question 5.5 – KCS and Archiving Articles
Section 8: Topic 6: Implementation Strategy
Lecture 46 Pre-test: How much do you know about Implementation Strategy?
Lecture 47 Implementation Strategy Question 6.1 – User Adoption
Lecture 48 Implementation Strategy Question 6.2 – Project Planning Phase
Lecture 49 Implementation Strategy Question 6.3 – Deployment Approach
Lecture 50 Implementation Strategy Question 6.4 – Project Phase Identification
Section 9: Topic 7: Contact Center Analytics
Lecture 51 Pre-test: How much do you know about Contact Center Analytics?
Lecture 52 Contact Center Analytics Question 7.1 – Agent Assisted Interactions
Lecture 53 Contact Center Analytics Question 7.2 – Chat Team Performance
Lecture 54 Contact Center Analytics Question 7.3 – User Adoption Dashboard
Section 10: Topic 8: Integration and Data Management
Lecture 55 Pre-test: How much do you know about Integration and Data Management?
Lecture 56 Integration and Data Management Question 8.1 – Reporting Integration
Lecture 57 Integration and Data Management Question 8.2 – Legacy Data Migration
Lecture 58 Integration and Data Management Question 8.3 – Legacy Migration Criteria
Lecture 59 Integration and Data Management Question 8.4 – Case Data Quality
Lecture 60 Integration and Data Management Question 8.5 – Batch Integration
Lecture 61 Integration and Data Management Question 8.6 – Transaction Volume
Section 11: Wrap-up
Lecture 62 You made it to the end!
Section 12: Bonus: Final Practice Exam
Lecture 63 Bonus: Final Practice Exam
This course is meant for people with some previous Salesforce experience who want to earn the Salesforce Service Cloud Consultant certification,This course is not an introduction to Salesforce.com. If you are not a certified Salesforce Administrator, you will likely not understand this course.
Course Information:
Udemy | English | 2h 30m | 1.30 GB
Created by: Bobby Buntin
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