Salesforce Service Cloud Consultant Certification Course

Name: Salesforce Service Cloud Consultant Certification Course
Brand: Mike Wheeler
Price: 10.00 USD
Availability: Discontinued

10.5 Hours

$10.00$199.99

You save 94%

115 Lessons (10.5h)

Introduction and Getting Started
Getting Started Introduction2:46
Signing Up for a Free Salesforce Account2:48
Salesforce Lightning vs. Salesforce Classic Notes
Logging into Salesforce and Switching Between Lightning and Classic2:04
Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide6:37
Assigning the Service Cloud and Knowledge User Feature Licenses1:08
Introduction and Getting Started Quiz
Industry Knowledge
Industry Knowledge Introduction1:22
Installing Service and Support Dashboards to Measure Contact Center Metrics5:09
Contact Center KPIs4:11
Contact Center Business Challenges and How Salesforce Helps3:21
Use Cases and Benefits for Different Interaction Channels7:06
Challenges and Considerations for Business Continuity in the Contact Center2:23
Exam Guide Sample Question #14:42
Types of Contact Centers and Displaying the Service Console5:47
KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge3:02
Contact Center Components and How They Solve Business Challenges3:01
Practice Activity – Industry Knowledge Trailhead Units
Industry Knowledge Quiz
Implementation Strategies
Implementation Strategies Introduction0:52
Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields14:49
Contact Center Deployment Strategies5:04
Practice Activity – Implementation Strategies Trailhead Units
Implementation Strategies Quiz
Service Cloud Solution Design
Service Cloud Solution Design Introduction0:32
Analyzing Customer Requirements for Service Cloud Solution Design8:07
Extending the Service Cloud with Custom Application Development and Third-Party3:29
Key Components for Performance Optimization and Creating a Validation Rule8:05
User Experience Requirements Solved by the Salesforce Lightning Service Console5:46
Salesforce Lightning Service Console Custom List Views and Creating a New User17:00
Service Console Interaction Logs (Salesforce Classic Only)9:02
Service Console Custom Components7:14
Service Console Keyboard Shortcuts1:39
Service Console Macros6:03
Service Console Integration Toolkit and Lightning Console JavaScript API10:55
Adjusting the Service Console Settings5:33
Exam Guide Sample Question #24:10
Practice Activity – Service Cloud Solution Design Trailhead Units
Service Cloud Solution Design Quiz
Knowledge Management
Knowledge Management Introduction0:33
Enabling Salesforce Knowledge and the Knowledge Article Lifecycle9:04
Managing Knowledge Adoption and Maintenance7:50
Creating Knowledge Data Categories Groups and Data Categories7:41
Creating Knowledge Article Record Types and Assigning Page Layouts4:42
Turning on the Knowledge Sidebar in the Service Console7:17
Knowledge Publishing Workflow14:25
Knowledge Data Migration Strategies4:30
Knowledge vs. Solutions3:07
Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions6:26
Exam Guide Sample Question #53:23
Practice Activity – Knowledge Management Trailhead Units
Knowledge Management Quiz
Interaction Channels
Interaction Channels Introduction1:43
Understanding and Implementing Multiple Support Processes4:27
Mobile Interaction Channel and Creating a Mobile Case Record Type3:17
Telephony (aka ‘phone’) Interaction Channel3:02
Email Interaction Channel and Creating an Email Case Record Type2:14
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address10:03
Adding Emails Related List to Cases Page Layout6:00
Configuring Email Templates for Effective Case Communications5:11
Web Interaction Channel7:45
Chat Interaction Channel – Live Agent2:31
Enabling Live Agent and Creating Live Agent Users1:57
Creating Live Agent Skills2:07
Creating Live Agent Configurations6:36
Creating Live Agent Deployments2:19
Setting Up Live Agent in the Salesforce Console2:36
Creating Chat Buttons7:28
Enabling OmniChannel and Creating Service Presence Status2:31
Adding the Supervisor Panel to the Salesforce Console4:05
Social Media Interaction Channel7:39
Chatter Groups as Internal Interaction Channels6:06
Exam Guide Sample Question #42:19
Interaction Channels UI Design Considerations12:16
Case Feed Configuration and Customization9:21
Adding and Configuring the Email Action to the Case Feed7:03
Interaction Channels Profile Design Considerations8:08
Interaction Channels Objects to Expose Design Considerations6:51
Interaction Channels Sharing Model Design Considerations11:46
Interaction Channels Reporting Design Considerations13:33
Kan Ban View and Case Feed Page Layout Assignments12:36
Practice Activity – Interaction Channels Trailhead Units
Interaction Channels Quiz
Case Management
Case Management Introduction0:49
Designing a Case Management Solution2:36
Case Creation Design Considerations3:24
Case Queues Configuration7:39
Case Assignment Design Considerations14:39
OmniChannel for Routing of Cases2:14
Creating Service Channels for Omni-Channel4:21
Creating Routing Configurations for Omni-Channel6:28
Creating a Presence Status for Omni-Channel1:31
Creating Omni-Channel Permission Sets2:38
Adding Omni-Channel to your Service Console Footer3:48
Adding Sidebar Components to the Service Console5:01
Adding Fields to Page Layouts and Related Lists for Improved Usability4:33
Case Escalation Design Considerations9:29
Log a Call Activity Management and Call Disposition Design11:47
Case Resolution Design Considerations – Case Closure8:25
Enabling Entitlement Management for SLA Driven Case Management20:22
Improve Agent Productivity by Bundling Multiple Case Actions in Macros7:56
Field Service Lightning10:30
Final Live Agent Configurations6:40
Creating a Self-Service Community to Increase Case Deflection16:39
Visual Workflow Use Cases, Capabilities and Limitations for Case Management19:45
Practice Activity – Case Management Trailhead Units
Case Management Quiz
Contact Center Analytics
Contact Center Analytics Introduction0:53
Contact Center Reporting Solutions3:18
Reports and Dashboards Design Considerations6:28
Practice Activity – Contact Center Analytics Trailhead Units
Contact Center Analytics Quiz
Integration and Data Management
Integration and Data Management Introduction0:59
Design Considerations for Large Data and Transaction Volumes2:18
Contact Center Integration Patterns11:36
Practice Activity – Integration and Data Management Trailhead Units
Integration and Data Management Quiz
Release Readiness and Updates
Adding a Path to the Case Object - Spring '18 Release9:44
Next Steps
Next Steps Introduction0:41
Registering for the Service Cloud Consultant Certification5:19
Taking the Exam – Online vs. On-site10:29
Test Taking Strategies – Improve Your Odds of Passing the First Time5:30
Final Thoughts and a Word of Thanks0:55
Bonus Lecture: Promo Codes / Website / Facebook Group / LinkedIn and More

DescriptionInstructorImportant DetailsRelated Products

Develop the Skills to Earn One of the Most In-Demand IT Certifications in the World

Mike WheelerMike Wheeler teaches Salesforce because he is 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 Mike is creating Salesforce Certification and User courses, so that you can get a good paying job in the cloud.

Mike has been building solutions on the Salesforce platform since 2008, and started his own certification journey in 2011. Before discovering Salesforce, he worked as a Technical Writer, Trainer, and built blogs using WordPress. Once he found Salesforce, he saw it as the quickest path to building world-class web and mobile applications for businesses and consumers. He has attained 6 Salesforce Certifications along the way: Salesforce Developer, Salesforce Administrator, Salesforce Advanced Administrator, Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant, and Salesforce Platform App Builder.

He is the founder of Mike Wheeler Media, LLC, where his mission is to Inspire, Equip and Train the masses on the Salesforce Platform.

Description

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. Sound intense? Well, it is, which is why those who hold the certification regularly command six-figure salaries. Salesforce is currently the 7th-most in-demand IT skill in the world and this training can help you rise above the competition.

Access 115 lectures & 10.5 hours of content 24/7
Learn how to design & deploy solutions that support customer business processes & requirements
Gain experience designing solutions using the Service Cloud functionality
Develop the knowledge needed to implement multiple applications in common customer scenarios

Specs

Details & Requirements

Length of time users can access this course: lifetime
Access options: web streaming, mobile streaming
Certification of completion not included
Redemption deadline: redeem your code within 30 days of purchase
Experience level required: all levels

Compatibility

Internet required

Terms

Unredeemed licenses can be returned for store credit within 30 days of purchase. Once your license is redeemed, all sales are final.

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