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Certified Service Cloud Consultant: Salesforce Certified Service Cloud Consultant Certification Video Training Course

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  • 129 Students Enrolled
  • 103 Lectures
  • 10 Hours
  • 5.0 Rating
$38.49
$34.99

Curriculum For This Course

  • Introduction and Getting Started

    Video Name Time
    1. Signing Up for a Free Salesforce Account 2:38
    2. Logging into Salesforce and Switching Between Lightning and Classic 1:55
    3. Reviewing the Service Cloud Consultant Certification Exam Guide 18:43

  • Industry Knowledge

    Video Name Time
    1. Industry Knowledge Introduction 1:19
    2. Installing Service and Support Dashboards to Measure Contact Center Metrics 4:59
    3. Contact Center KPIs 3:56
    4. Contact Center Business Challenges and How Salesforce Helps 3:23
    5. Use Cases and Benefits for Different Interaction Channels 7:04
    6. Challenges and Considerations for Business Continuity in the Contact Center 2:21
    7. Exam Guide Sample Question #1 4:42
    8. Types of Contact Centers and Displaying the Service Console 5:44
    9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge 2:57
    10. Contact Center Components and How They Solve Business Challenges 2:13

  • Implementation Strategies

    Video Name Time
    1. Implementation Strategies Introduction 0:50
    2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields 14:46
    3. Contact Center Deployment Strategies 4:28

  • Service Cloud Solution Design

    Video Name Time
    1. Service Cloud Solution Design Introduction 0:29
    2. Analyzing Customer Requirements for Service Cloud Solution Design 8:05
    3. Extending the Service Cloud with Custom Application Development and Third-Party 3:26
    4. Key Components for Performance Optimization and Creating a Validation Rule 8:02
    5. User Experience Requirements Solved by the Salesforce Lightning Service Console 5:43
    6. Salesforce Lightning Service Console Custom List Views and Creating a New User 16:57
    7. Service Console Interaction Logs (Salesforce Classic Only) 8:37
    8. Service Console Custom Components 7:11
    9. Service Console Keyboard Shortcuts 1:36
    10. Service Console Macros 5:35
    11. Service Console Integration Toolkit and Lightning Console JavaScript API 10:53
    12. Adjusting the Service Console Settings 5:30
    13. Exam Guide Sample Question #2 4:01

  • Knowledge Management

    Video Name Time
    1. Knowledge Management Introduction 0:31
    2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle 8:50
    3. Managing Knowledge Adoption and Maintenance 7:36
    4. Creating Knowledge Data Categories Groups and Data Categories 7:34
    5. Creating Knowledge Article Record Types and Assigning Page Layouts 4:39
    6. Turning on the Knowledge Sidebar in the Service Console 7:15
    7. Knowledge Publishing Workflow 14:12
    8. Knowledge Data Migration Strategies 4:23
    9. Knowledge vs. Solutions 3:04
    10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions 6:24
    11. Exam Guide Sample Question #5 2:58

  • Interaction Channels

    Video Name Time
    1. Interaction Channels Introduction 1:41
    2. Understanding and Implementing Multiple Support Processes 4:12
    3. Mobile Interaction Channel and Creating a Mobile Case Record Type 3:14
    4. Telephony (aka ‘phone’) Interaction Channel 2:59
    5. Email Interaction Channel and Creating an Email Case Record Type 2:11
    6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address 9:56
    7. Adding Emails Related List to Cases Page Layout 5:57
    8. Configuring Email Templates for Effective Case Communications 5:08
    9. Web Interaction Channel 1:54
    10. Chat Interaction Channel – Web Chat (Live Agent) 2:28
    11. Enabling Live Agent and Creating Live Agent Users 1:54
    12. Creating Live Agent Skills 2:05
    13. Creating Live Agent Configurations 6:34
    14. Creating Live Agent Deployments 2:17
    15. Setting Up Live Agent in the Salesforce Console 2:34
    16. Creating Chat Buttons 7:25
    17. Enabling OmniChannel and Creating Service Presence Status 2:29
    18. Adding the Supervisor Panel to the Salesforce Console 4:02
    19. Social Media Interaction Channel 7:36
    20. Chatter Groups as Internal Interaction Channels 6:04
    21. Exam Guide Sample Question #4 2:17
    22. Interaction Channels UI Design Considerations 12:13
    23. Case Feed Configuration and Customization 9:01
    24. Adding and Configuring the Email Action to the Case Feed 7:00
    25. Interaction Channels Profile Design Considerations 8:05
    26. Interaction Channels Objects to Expose Design Considerations 6:48
    27. Interaction Channels Sharing Model Design Considerations 11:44
    28. Interaction Channels Reporting Design Considerations 12:24
    29. Kan Ban View and Case Feed Page Layout Assignments 11:28

  • Case Management

    Video Name Time
    1. Case Management Introduction 0:46
    2. Case Creation Design Considerations 3:22
    3. Case Queues Configuration 7:36
    4. Case Assignment Design Considerations 14:36
    5. OmniChannel for Routing of Cases 2:11
    6. Creating Service Channels for Omni-Channel 4:17
    7. Creating Routing Configurations for Omni-Channel 6:25
    8. Creating a Presence Status for Omni-Channel 1:29
    9. Creating Omni-Channel Permission Sets 2:35
    10. Adding Omni-Channel to your Service Console Footer 3:45
    11. Adding Sidebar Components to the Service Console 4:58
    12. Adding Fields to Page Layouts and Related Lists for Improved Usability 4:30
    13. Case Escalation Design Considerations 9:26
    14. Log a Call Activity Management and Call Disposition Design 11:44
    15. Case Resolution Design Considerations – Case Closure 7:38
    16. Enabling Entitlement Management for SLA Driven Case Management 20:10
    17. Improve Agent Productivity by Bundling Multiple Case Actions in Macros 7:53
    18. Field Service Lightning 10:27
    19. Final Live Agent Configurations 6:37
    20. Creating a Self-Service Community to Increase Case Deflection 15:28
    21. Visual Workflow Use Cases, Capabilities and Limitations for Case Management 18:20

  • Contact Center Analytics

    Video Name Time
    1. Contact Center Analytics Introduction 0:43
    2. Contact Center Reporting Solutions 3:03
    3. Reports and Dashboards Design Considerations 6:20

  • Integration and Data Management

    Video Name Time
    1. Integration and Data Management Introduction 0:51
    2. Design Considerations for Large Data and Transaction Volumes 1:53
    3. Contact Center Integration Patterns 11:26

  • Release Readiness and Updates

    Video Name Time
    1. Adding a Path to the Case Object - Spring '18 Release 9:45
    2. Service Setup Menu 10:53

  • Next Steps

    Video Name Time
    1. Next Steps Introduction 0:31
    2. Registering for the Service Cloud Consultant Certification 5:17
    3. Taking the Exam – Online vs. On-site 9:56
    4. Test Taking Strategies – Improve Your Odds of Passing the First Time 5:28
    5. Final Thoughts and a Word of Thanks 0:38

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