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TORRENT DETAILS
Salesforce Service Cloud Consultant Certification Course
TORRENT SUMMARY
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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.
Salesforce is currently the 7th most in demand IT skill in the world, and Salesforce Consultant Certifications help you rise above the competition. The Consultant Certifications are especially in demand by Salesforce Partner companies.
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support customer business processes and requirements using Salesforce applications. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within a customer organization. The consultant has both contact center industry experience and expertise in Salesforce applications including the knowledge needed to implement multiple applications in common customer scenarios.
This course fully prepares you for the Service Cloud Consultant Exam. Throughout the duration of this course, I cover and demonstrate each of the Knowledge Areas and core concepts you need to understand, such as:
INDUSTRY KNOWLEDGE
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Explain the uses cases and benefits for different interaction channels.
Identify challenges and considerations for business continuity in the contact center.
Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).
Identify the core tenets of KCS.
Describe how various components of a contact center can solve different business challenges.
IMPLEMENTATION STRATEGIES
Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document.
Given a scenario, determine appropriate contact center deployment strategies.
SERVICE CLOUD SOLUTION DESIGN
Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
Distinguish when it is appropriate to include custom application development or third-party applications.
Distinguish the key components that contribute to performance optimization within a design.
Describe the user experience requirements that can be solved by the Salesforce Service Console.
KNOWLEDGE MANAGEMENT
Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.
Distinguish the key factors to consider when designing a Knowledge data migration strategy.
INTERACTION CHANNELS
Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
Explain the Open CTI features, architecture, and implications.
Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
CASE MANAGEMENT
Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Given a set of KPIs, determine the appropriate case management solution.
Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.
Explain the use cases, capabilities and limitations of Visual Workflow important to case management.
Identify capabilities for managing cases using social media (Social Hub, Salesforce for Twitter and Facebook).
CONTACT CENTER ANALYTICS
Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
INTEGRATION AND DATA MANAGEMENT
Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
Explain the use cases and considerations common to contact center integration patterns.
I have 6 Salesforce certifications, including this one. Unlike other instructors you’ll find on Udemy who are teaching things they are not certified for, I have not only the certifications, but the real world experience as a Salesforce consultant – having implemented several Service Cloud solutions for clients around the world.
After Thousands of Udemy Survey ratings for my courses, the students have spoken:
“Are you learning valuable information?” 99.6% answered YES
“Are the explanations of the concepts clear?” 99.8% answered YES
“Is the instructor knowledgeable about the topic?” 99.9% answered YES
I teach Salesforce certification courses because I am 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 I am creating Salesforce Certification and User courses, so that you can get a good paying job in the cloud.
Who this course is for:
Anyone interested in attaining the Salesforce Service Cloud Consultant Certification
Anyone tasked with implementing the Salesforce Service Console
Anyone working in a Call Center or Support Environment Who is Considering Salesforce
Requirements
This certification requires that you have an active Salesforce Administrator Certification
Last Updated 9/2020
VISITOR COMMENTS (0 )
FILE LIST
Filename
Size
TutsNode.com.txt
63 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/1. Getting Started Introduction.mp4
12.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/1. Getting Started Introduction.srt
4.7 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/1.1 Exam Guide.html
163 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.mp4
7.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.srt
4.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/2.1 Free Salesforce Account Signup.html
100 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/3. Logging into Salesforce and Switching Between Lightning and Classic.mp4
4 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/3. Logging into Salesforce and Switching Between Lightning and Classic.srt
3.2 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/4. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.mp4
17.2 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/4. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.srt
9.6 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/4.1 Exam Guide - Updated.html
163 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/5. Assigning the Service Cloud and Knowledge User Feature Licenses.mp4
3.5 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/5. Assigning the Service Cloud and Knowledge User Feature Licenses.srt
1.7 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/1. Introduction and Getting Started/6. Introduction and Getting Started Quiz.html
148 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/10. Release Readiness and Updates/2. Service Setup Menu.mp4
99.1 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/1. Industry Knowledge Introduction.mp4
4.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/1. Industry Knowledge Introduction.srt
2.3 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.mp4
11.5 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.srt
4.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/10.1 Computer Telephony Integration (CTI) for Salesforce How Does it Work.html
146 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/10.2 Call Center Acronyms - by TalkDesk.html
111 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/11. Practice Activity – Industry Knowledge Trailhead Units.html
717 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/12. Industry Knowledge Quiz.html
148 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.mp4
16.3 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.srt
7.7 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2.1 Understanding Call Center Analytics.html
122 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2.2 Service and Support Reports and Dashboards - AppExchange App.html
138 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2.3 Contact Center Metrics and Best Practices.html
127 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/2.4 Contact Center Glossary.html
132 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3. Contact Center KPIs.mp4
15.9 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3. Contact Center KPIs.srt
5.9 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3.1 Understanding Call Center Analytics.html
122 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3.2 Service Wave Demo.html
119 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3.3 5 Questions.html
152 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/3.4 Wave App for Service 1 Sheet.html
154 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.mp4
7.5 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.srt
4.6 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.mp4
14.8 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.srt
10.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.mp4
5.9 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.srt
3.3 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/7. Exam Guide Sample Question #1.mp4
10.7 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/7. Exam Guide Sample Question #1.srt
6.9 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.mp4
18.8 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.srt
8.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.mp4
8.5 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.srt
4.6 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/9.1 Salesforce is KCS Verified.html
178 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/2. Industry Knowledge/9.2 Consortium for Service Innovation - KCS - Knowledge Centered Service.html
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.mp4
43 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.srt
22.3 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/3. Contact Center Deployment Strategies.mp4
15.2 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/3. Contact Center Deployment Strategies.srt
7.3 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/3.1 Service Cloud ERD Diagram - From the SOAP API Guide.html
150 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html
144 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/3. Implementation Strategies/4. Practice Activity – Implementation Strategies Trailhead Units.html
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.mp4
2.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.srt
834 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10. Service Console Macros.mp4
30.8 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10. Service Console Macros.srt
8.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.1 Creating Macros in Salesforce Classic.html
128 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.2 Running a Macro.html
125 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.3 Bulk Macros.html
137 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.4 Irreversible Macros.html
141 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.5 Examples of Macros in Salesforce Classic.html
130 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/10.6 Tips for Creating Macros.html
126 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp4
39.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.srt
16.2 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11.1 What Features Are Available in Lightning Console Apps.html
141 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11.2 Sample Visualforce Code for Toolkit Example.html
172 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11.3 Salesforce Console Integration Toolkit Developer Guide.html
140 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/11.4 Salesforce Console Developer Guide.html
123 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.mp4
17.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.srt
11.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/3. Extending the Service Cloud with Custom Application Development and Third-Party.mp4
9.7 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/3. Extending the Service Cloud with Custom Application Development and Third-Party.srt
5.5 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/4. Key Components for Performance Optimization and Creating a Validation Rule.mp4
21.4 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/4. Key Components for Performance Optimization and Creating a Validation Rule.srt
11.4 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/5. User Experience Requirements Solved by the Salesforce Lightning Service Console.mp4
13.2 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/5. User Experience Requirements Solved by the Salesforce Lightning Service Console.srt
8.7 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/6. Salesforce Lightning Service Console Custom List Views and Creating a New User.mp4
44.3 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/6. Salesforce Lightning Service Console Custom List Views and Creating a New User.srt
25 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/6.1 What Features Are Available in Lightning Console Apps (Help Article).html
141 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/7. Service Console Interaction Logs (Salesforce Classic Only).mp4
31.7 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/7. Service Console Interaction Logs (Salesforce Classic Only).srt
13 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/7.1 Turn On Interaction Logs for a Console in Salesforce Classic.html
130 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/7.2 What Features Are Available in Lightning Console Apps (Help Article).html
141 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/7.3 Set Up Interaction Logs for a Console in Salesforce Classic (Help Article).html
133 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/8. Service Console Custom Components.mp4
21.6 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/8. Service Console Custom Components.srt
9.9 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/9. Service Console Keyboard Shortcuts.mp4
5.9 MB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/9. Service Console Keyboard Shortcuts.srt
2.2 KB
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/9.1 Keyboard Shortcuts for Lightning Console Apps.html
145 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/9.2 Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic.html
142 B
[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course/4. Service Cloud Solution Design/9.3 Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic.html
