Salesforce Service Cloud Consultant Certification

Get Salesforce Service Cloud Certified. Covers entire exam guide for Salesforce Service cloud certification exam & more.
Salesforce Service Cloud Consultant Certification
File Size :
3.42 GB
Total length :
5h 42m



Yashad Tayal


Last update




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

Salesforce Service Cloud Consultant Certification


Salesforce Administrator Certification


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!!


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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