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[FTUForum.com] [UDEMY] Salesforce Service Cloud Consultant Certification Course [FTU]

[FTUForum.com] [UDEMY] Salesforce Service Cloud Consultant Certification Course [FTU]

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Description




Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App



Created by:  Mike Wheeler, Aaron Wheeler

Last updated: 12/2018

Language: English

Caption (CC): Included

Torrent Contains: 310 Files, 12 Folders

Course Source: https://www.udemy.com/salesforce-service-cloud-certification/



What you'll learn



• All of the core concepts you need to understand in order to pass the Salesforce Service Cloud Consultant Certification Exam

• Implement Salesforce Knowledge

• Implement Lightning Service Console

• Implement Live Agent

• Implement Multiple Support Processes to Support Multiple Interaction Channels

• Track Service Center Metrics and KPIs

• Build Custom Service Apps



Requirements



• This certification requires that you have an active Salesforce Administrator Certification



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.



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.



For More Udemy Free Courses >>> https://ftuforum.com/

For more Lynda and other Courses >>> https://www.freecoursesonline.me/

Our Forum for discussion >>> https://discuss.ftuforum.com/








File list
  • [FTUForum.com] [UDEMY] Salesforce Service Cloud Consultant Certification Course [FTU]
  • 0. Websites you may like/How you can help Team-FTU.txt 237 B
  • 1. Introduction and Getting Started/1. Getting Started Introduction.mp4 28.6 MB
  • 1. Introduction and Getting Started/1. Getting Started Introduction.vtt 4.2 KB
  • 1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.mp4 18.1 MB
  • 1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.vtt 4 KB
  • 1. Introduction and Getting Started/2.1 Free Salesforce Account Signup.html 100 B
  • 1. Introduction and Getting Started/3. General Housekeeping and Free Resources for Your Salesforce Career.html 1.9 KB
  • 1. Introduction and Getting Started/4. Logging into Salesforce and Switching Between Lightning and Classic.mp4 16.6 MB
  • 1. Introduction and Getting Started/4. Logging into Salesforce and Switching Between Lightning and Classic.vtt 2.8 KB
  • 1. Introduction and Getting Started/5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.mp4 17.2 MB
  • 1. Introduction and Getting Started/5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.vtt 8.5 KB
  • 1. Introduction and Getting Started/6. Assigning the Service Cloud and Knowledge User Feature Licenses.mp4 9.1 MB
  • 1. Introduction and Getting Started/6. Assigning the Service Cloud and Knowledge User Feature Licenses.vtt 1.5 KB
  • 1. Introduction and Getting Started/7. Introduction and Getting Started Quiz.html 141 B
  • 10. Release Readiness and Updates/1. Adding a Path to the Case Object - Spring '18 Release.mp4 9.9 MB
  • 10. Release Readiness and Updates/1. Adding a Path to the Case Object - Spring '18 Release.vtt 11.6 KB
  • 11. Next Steps/1. Next Steps Introduction.mp4 3 MB
  • 11. Next Steps/1. Next Steps Introduction.vtt 996 B
  • 11. Next Steps/2. Registering for the Service Cloud Consultant Certification.mp4 11 MB
  • 11. Next Steps/2. Registering for the Service Cloud Consultant Certification.vtt 6.9 KB
  • 11. Next Steps/3. Taking the Exam – Online vs. On-site.mp4 38.7 MB
  • 11. Next Steps/3. Taking the Exam – Online vs. On-site.vtt 14.2 KB
  • 11. Next Steps/4. Test Taking Strategies – Improve Your Odds of Passing the First Time.mp4 59.5 MB
  • 11. Next Steps/4. Test Taking Strategies – Improve Your Odds of Passing the First Time.vtt 8 KB
  • 11. Next Steps/5. Final Thoughts and a Word of Thanks.mp4 9.7 MB
  • 11. Next Steps/5. Final Thoughts and a Word of Thanks.vtt 1.2 KB
  • 11. Next Steps/6. Bonus Lecture Promo Codes Website Facebook Group LinkedIn and More.html 6.6 KB
  • 2. Industry Knowledge/1. Industry Knowledge Introduction.mp4 4.6 MB
  • 2. Industry Knowledge/1. Industry Knowledge Introduction.vtt 2.1 KB
  • 2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.mp4 11.5 MB
  • 2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.vtt 4 KB
  • 2. Industry Knowledge/10.1 Call Center Acronyms - by TalkDesk.html 111 B
  • 2. Industry Knowledge/10.2 Computer Telephony Integration (CTI) for Salesforce How Does it Work.html 146 B
  • 2. Industry Knowledge/11. Practice Activity – Industry Knowledge Trailhead Units.html 651 B
  • 2. Industry Knowledge/12. Industry Knowledge Quiz.html 141 B
  • 2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.mp4 16.3 MB
  • 2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.vtt 6.8 KB
  • 2. Industry Knowledge/2.1 Understanding Call Center Analytics.html 122 B
  • 2. Industry Knowledge/2.2 Contact Center Glossary.html 132 B
  • 2. Industry Knowledge/2.3 Service and Support Reports and Dashboards - AppExchange App.html 138 B
  • 2. Industry Knowledge/2.4 Contact Center Metrics and Best Practices.html 127 B
  • 2. Industry Knowledge/3. Contact Center KPIs.mp4 15.9 MB
  • 2. Industry Knowledge/3. Contact Center KPIs.vtt 5.2 KB
  • 2. Industry Knowledge/3.1 Wave App for Service 1 Sheet.html 154 B
  • 2. Industry Knowledge/3.2 Service Wave Demo.html 119 B
  • 2. Industry Knowledge/3.3 Understanding Call Center Analytics.html 122 B
  • 2. Industry Knowledge/3.4 5 Questions About Wave Analytics.html 1.4 KB
  • 2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.mp4 7.5 MB
  • 2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.vtt 4.2 KB
  • 2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.mp4 14.8 MB
  • 2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.vtt 9.3 KB
  • 2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.mp4 5.9 MB
  • 2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.vtt 3 KB
  • 2. Industry Knowledge/7. Exam Guide Sample Question #1.mp4 10.8 MB
  • 2. Industry Knowledge/7. Exam Guide Sample Question #1.vtt 6.1 KB
  • 2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.mp4 18.8 MB
  • 2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.vtt 7.6 KB
  • 2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.mp4 8.5 MB
  • 2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.vtt 4.1 KB
  • 2. Industry Knowledge/9.1 Consortium for Service Innovation - KCS - Knowledge Centered Service.html 98 B
  • 2. Industry Knowledge/9.2 Salesforce is KCS Verified.html 178 B
  • 3. Implementation Strategies/1. Implementation Strategies Introduction.mp4 4.2 MB
  • 3. Implementation Strategies/1. Implementation Strategies Introduction.vtt 1.3 KB
  • 3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.mp4 43 MB
  • 3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.vtt 19.6 KB
  • 3. Implementation Strategies/3. Contact Center Deployment Strategies.mp4 15.2 MB
  • 3. Implementation Strategies/3. Contact Center Deployment Strategies.vtt 6.5 KB
  • 3. Implementation Strategies/3.1 Service Cloud ERD Diagram - From the SOAP API Guide.html 150 B
  • 3. Implementation Strategies/3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html 144 B
  • 3. Implementation Strategies/4. Practice Activity – Implementation Strategies Trailhead Units.html 514 B
  • 3. Implementation Strategies/5. Implementation Strategies Quiz.html 142 B
  • 4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.mp4 2.6 MB
  • 4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.vtt 759 B
  • 4. Service Cloud Solution Design/10. Service Console Macros.mp4 30.9 MB
  • 4. Service Cloud Solution Design/10. Service Console Macros.vtt 7.5 KB
  • 4. Service Cloud Solution Design/10.1 Irreversible Macros.html 141 B
  • 4. Service Cloud Solution Design/10.2 Examples of Macros in Salesforce Classic.html 130 B
  • 4. Service Cloud Solution Design/10.3 Running a Macro.html 125 B
  • 4. Service Cloud Solution Design/10.4 Bulk Macros.html 137 B
  • 4. Service Cloud Solution Design/10.5 Creating Macros in Salesforce Classic.html 128 B
  • 4. Service Cloud Solution Design/10.6 Tips for Creating Macros.html 126 B
  • 4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp4 39.6 MB
  • 4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.vtt 14.1 KB
  • 4. Service Cloud Solution Design/11.1 Salesforce Console Developer Guide.html 123 B
  • 4. Service Cloud Solution Design/11.2 What Features Are Available in Lightning Console Apps.html 141 B
  • 4. Service Cloud Solution Design/11.3 Sample Visualforce Code for Toolkit Example.html 172 B
  • 4. Service Cloud Solution Design/11.4 Salesforce Console Integration Toolkit Developer Guide.html 140 B
  • 4. Service Cloud Solution Design/12. Adjusting the Service Console Settings.mp4 18.5 MB
  • 4. Service Cloud Solution Design/12. Adjusting the Service Console Settings.vtt 7 KB
  • 4. Service Cloud Solution Design/13. Exam Guide Sample Question #2.mp4 9.7 MB
  • 4. Service Cloud Solution Design/13. Exam Guide Sample Question #2.vtt 5.3 KB
  • 4. Service Cloud Solution Design/14. Practice Activity – Service Cloud Solution Design Trailhead Units.html 725 B
  • 4. Service Cloud Solution Design/15. Service Cloud Solution Design Quiz.html 141 B
  • 4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.mp4 17.6 MB

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