Salesforce Service Cloud Consultant Certification
What you’ll learn
Service Cloud Consultant Best Practices
Support process in Salesforce
Case Management in Salesforce Service Cloud
Case Escalation Rules
Service Cloud Implementation Strategies
Service Cloud Case Queues
Salesforce Case Assignment Rules
Salesforce Assets
Salesforce Entitlements Object
Milestones & Entitlement Process in Salesforce
Salesforce Experience Cloud/ Communities
Service Console
Salesforce Knowledge Management
Salesforce Macros
Salesforce Email to case
Salesforce Web to case
Setup Web chats in Service cloud
Service Cloud Analytics
Requirements
Salesforce Administrator Certification
Description
The Salesforce Service Cloud Consultant Certification Course is for students who are interested in becoming a certified Salesforce Service Cloud consultant and to Learn about various industry practices which are followed globally by consultants. The course will take you through various customization’s possible in salesforce lightning. The course also covers how to implement some of the commonly used business scenarios in lightning so that students can have a hands-on experience of some real business use cases.About the Certification : The Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The intended audience has proven experience with the administration and configuration of a Salesforce application, as demonstrated through successful completion of the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.The course is made very concisely keeping in mind that all the relevant information mentioned in the exam guide is covered. The Salesforce Service Cloud Consultant Certification course will help the existing admins to successfully design and implement maintainable and scalable Service Cloud solutions that contribute to long-term customer success.At the end of course you will have knowledge and hands on experience on various customization’s that can be done in the lightning platform which is needed to take up the Salesforce Service Cloud Consultant Certification. Happy Learning!!
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 Sign Up – Assign Service Cloud User Permission
Lecture 3 Reviewing Exam Guide
Lecture 4 What is Service Cloud?
Section 2: Implementation Strategies
Lecture 5 Service Cloud Implementation Process
Lecture 6 Best Implementation Practices
Lecture 7 Use Case: Customer Feedback
Lecture 8 Creating Custom Feedback object
Lecture 9 Contact Center
Lecture 10 Consulting Phases
Section 3: Service Cloud Solution Design
Lecture 11 Service Cloud Solutions
Lecture 12 Determine Service solution design
Lecture 13 Using External Apps
Lecture 14 Performance optimization
Lecture 15 Service Setup menu
Section 4: Case Management
Lecture 16 Case Object
Lecture 17 Case Page Customization
Lecture 18 Case Closure
Lecture 19 Case Queues
Lecture 20 Case Assignment
Lecture 21 Case Escalation
Lecture 22 Assets
Lecture 23 Entitlements
Lecture 24 Milestones & entitlement Process
Lecture 25 Showing Milestone timer on record page
Lecture 26 Get started with Field Service Lightning
Lecture 27 Understanding Field Service Object Relationships
Lecture 28 Field service Center customizations
Lecture 29 Understanding Experience Cloud/Communities
Lecture 30 Creating Community website
Lecture 31 Log a Call
Lecture 32 Quick texts
Section 5: Service Console
Lecture 33 Exploring Service Console
Lecture 34 Interaction Logs
Lecture 35 Custom Components
Lecture 36 Service Console settings
Lecture 37 Macros
Lecture 38 Knowledge
Lecture 39 Knoweldge data category
Lecture 40 Communication Channel Mapping
Section 6: Integration and Data Management
Lecture 41 Service Cloud Channel Integrations
Lecture 42 Salesforce CTI
Lecture 43 Adding Softphone utility
Section 7: Interaction Channels
Lecture 44 Support processes
Lecture 45 Case record Type
Lecture 46 Email to case
Lecture 47 Email templates
Lecture 48 Web to case
Lecture 49 Setup Web chats
Lecture 50 Chat agent Configuration
Lecture 51 Web Chat Branding
Lecture 52 Create offline support forms
Lecture 53 Chat Deployments
Lecture 54 Presence status for Omni Channel
Lecture 55 Omni Supervisor
Lecture 56 Skill Based Routing – Start routing with Omni Channel
Lecture 57 How Does Omni-Channel Queue-Based Routing Work?
Lecture 58 Queue Based Routing
Section 8: Industry Knowledge
Lecture 59 Key Contact Metrics and KPI
Lecture 60 Contact Center KPI
Lecture 61 Business challenges
Lecture 62 Interaction Channel
Lecture 63 Using Interaction Channels
Lecture 64 Different types of contact centers
Lecture 65 Benefits of Knowledge base
Section 9: Contact Center Analytics
Lecture 66 Service Report & Dashboards
Lecture 67 Knowledge Reports
Lecture 68 Creating Account Score Card
Lecture 69 Omni channel report
Section 10: Bonus
Lecture 70 Bonus Lecture
Anyone who wants to get the Salesforce Service cloud consultant certified.
Course Information:
Udemy | English | 5h 42m | 3.42 GB
Created by: Yashad Tayal
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