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Salesforce Service Cloud Consultant Certification Course

Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App
Instructor:
Mike Wheeler
8,223 students enrolled
English [Auto] More
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

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.

Introduction and Getting Started

1
Getting Started Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Signing Up for a Free Salesforce Account

In this lecture, I show you how to sign up for a free Salesforce account, which you can keep for life!

3
Logging into Salesforce and Switching Between Lightning and Classic

In this lecture, I show you how to log into Salesforce and switch between Salesforce Lightning Experience and Salesforce Classic.

4
Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide

In this lecture, I show you where to go to download the Service Cloud Consultant Certification Exam Guide. We then review the exam guide and weighting of each knowledge area.

5
Assigning the Service Cloud and Knowledge User Feature Licenses

In this lecture, we check several different things on our user account. This will enable you to use the Service Cloud, Knowledge and Flows.

6
Introduction and Getting Started Quiz

Industry Knowledge

1
Industry Knowledge Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Installing Service and Support Dashboards to Measure Contact Center Metrics

In this lecture I introduce you to Contact Center Metrics concepts. We also download and install a Service and Support Reports and Dashboards app off of the AppExchange. Refer to the Resources folder for links to additional resources available with this lecture.

3
Contact Center KPIs

In this lecture I share introductory information on common contact center KPIs such as CSAT - Customer Satisfaction. I also show you some of the resources that I have linked to.

4
Contact Center Business Challenges and How Salesforce Helps
5
Use Cases and Benefits for Different Interaction Channels

In this lecture we discuss the different interaction channels that Salesforce can support, such as web, phone, social, and more. I walk through the process of creating a Support Process.

6
Challenges and Considerations for Business Continuity in the Contact Center

In this lecture we discuss some of the challenges and considerations when dealing with providing business continuity.

7
Exam Guide Sample Question #1

In this lecture, we review sample question #1 from the exam guide, which deals with business continuity.

8
Types of Contact Centers and Displaying the Service Console

In this lecture, we discuss the different types of contact centers. We also look at the Service Console from Lightning as well as Classic. I show you how to make the Sample Console available in Classic and we also adjust your profile settings.

9
KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge

We discuss the core tenets of Knowledge Centered Support and I introduce you to the governing body that created KCS. 

10
Contact Center Components and How They Solve Business Challenges

In this lecture, we discuss some of the common core components of a call center. I share a blog resource of how CTI integrates with Salesforce as well as a list of common call center acronyms.

11
Practice Activity – Industry Knowledge Trailhead Units

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

12
Industry Knowledge Quiz

Implementation Strategies

1
Implementation Strategies Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields

In this lecture we discuss the typical phases of a consulting engagement. We then begin to build our custom survey object as well as creating a Master-Detail Relationship field and a Lookup field to further build our solution.

3
Contact Center Deployment Strategies

In this lecture, I introduce you to the Service Cloud ERD Diagram and Service Cloud landing page. These resources are helpful in knowing what is possible in Salesforce, what each object is intended for, and this information will inform your decision making as you implement your own deployment strategies in Service Cloud consulting engagements in the future.

4
Practice Activity – Implementation Strategies Trailhead Units

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

5
Implementation Strategies Quiz

In this quiz, I test your retention of the concepts covered in this section of the course.

Service Cloud Solution Design

1
Service Cloud Solution Design Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Analyzing Customer Requirements for Service Cloud Solution Design

We continue on with our custom Survey application development and discuss typical customer requirements. We discuss how to solution these requirements and further develop our own solution with creating an answer field.

3
Extending the Service Cloud with Custom Application Development and Third-Party

This lecture is more theoretical and we discuss a typical exam question and how to know when to leverage AppExchange apps vs. performing your own custom development. We also look at the various survey applications that are available on the AppExchange.

4
Key Components for Performance Optimization and Creating a Validation Rule

In this lecture, we discuss some of the key components of performance optimization for Service Cloud Solution Design. We optimize the current solution we are building by adding a validation rule on our survey entries to limit NPS scores to 10 or less.

5
User Experience Requirements Solved by the Salesforce Lightning Service Console

The Salesforce Service Console, available in Lightning and Classic, solves a lot of user experience requirements.

6
Salesforce Lightning Service Console Custom List Views and Creating a New User

In this lecture, we explore custom list views in the Service Console, both in Salesforce Classic and Lightning. We also create an additional user for our org and create a custom list view of cases owned by that new user. We also cover case ownership transfer and alerts.

7
Service Console Interaction Logs (Salesforce Classic Only)

The Interaction Log is only supported in the Salesforce Classic Service Console and is not yet supported in Lightning Experience. I share a help article with you that lists out which features are available in Lightning Console Apps, which is linked in the Resources folder of this lecture. 

We add the Interaction Log to the page layout and also enable it for not only Cases, but Accounts. We also create a new Interaction Log and set it as the default and then try it out.

8
Service Console Custom Components

We create several custom console components and demo the functionality as well as layout and placement in the console.

9
Service Console Keyboard Shortcuts

In this lecture we explore the standard keyboard shortcuts available in the Service Console in Classic and Lightning.

10
Service Console Macros

In this lecture we add the Macros widget to the Console and look at sample macros that can be run in the Service Console.

11
Service Console Integration Toolkit and Lightning Console JavaScript API

In this lecture we look at the Service Console Integration Toolkit and create a Visualforce page that provides some of the sample functionality of the toolkit. We also explore how to extend the Lightning Console via the Lightning Console JavaScript API. I also introduce you to several guides for further reference, which are linked in the Resources folder of this lecture.

12
Adjusting the Service Console Settings

In this lecture, I demonstrate how to create a custom console app and then adjust the console settings.

13
Exam Guide Sample Question #2

In this lecture, we discuss a sample question found in the exam guide. I cover what the right and wrong answers are, as well as why.

14
Practice Activity – Service Cloud Solution Design Trailhead Units

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

15
Service Cloud Solution Design Quiz

Knowledge Management

1
Knowledge Management Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Enabling Salesforce Knowledge and the Knowledge Article Lifecycle

In this lecture I walk you through enabling Salesforce Knowledge in your own org. We also discuss the Knowledge Article lifecycle.

3
Managing Knowledge Adoption and Maintenance

In this lecture we add the Knowledge tab to the Service Cloud console app in Lightning. I also run you through installing a good reports and dashboards app for Knowledge off the AppExchange, which is linked in the resource folder of this lecture.

4
Creating Knowledge Data Categories Groups and Data Categories

We create Data Category Groups and Data Categories in a hierarchy. We also look at keyboard shortcuts available while creating Data Category Groups. We then set the Default Data Category Visibility and activate all the Data Categories we just created.

5
Creating Knowledge Article Record Types and Assigning Page Layouts

In this lecture we create a new Knowledge Article Record Type. We also create a new page layout for Knowledge Articles and then we assign different page layouts to profiles, based on the different Article Record Types.

6
Turning on the Knowledge Sidebar in the Service Console

In this lecture, we add the Knowledge sidebar to the Service Console, both in Salesforce Classic and Lightning Experience.

7
Knowledge Publishing Workflow

In this lecture we look at the Knowledge Publishing Workflow. We also discuss the various Knowledge related security settings that you can specify on a user record, as well as via Profiles and Permission Sets.

8
Knowledge Data Migration Strategies

We look at how to import articles into Salesforce Knowledge.

9
Knowledge vs. Solutions

In this lecture I discuss the difference between Knowledge vs. Solution Articles in Salesforce.

10
Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions

We look at sample question number 3 from the exam guide. This question relates to Salesforce Knowledge and I demonstrate how to create Public Groups and assign Article Actions.

11
Exam Guide Sample Question #5

We look at sample question number 5 from the exam guide.

12
Practice Activity – Knowledge Management Trailhead Units

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

13
Knowledge Management Quiz

Interaction Channels

1
Interaction Channels Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Understanding and Implementing Multiple Support Processes

In this lecture we create multiple support processes for the various support channels we will need to implement in our Service Cloud instance. 

3
Mobile Interaction Channel and Creating a Mobile Case Record Type

In this lecture, we create a Mobile Case Record Type and discuss the mobile interaction channel. We associate this new record type with the Mobile Support Process we previously created.

4
Telephony (aka ‘phone’) Interaction Channel

In this lecture, we create the Telephony Case Record Type and assign it to the corresponding Support Process.

5
Email Interaction Channel and Creating an Email Case Record Type

In this lecture, we create another Case Record Case for Email Cases.

6
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
In this lecture we discuss email-to-case and on-demand email-to case. We configure our routing address for on-demand email-to-case. I also refer to the Email-to-Case Help Article, which provides a helpful table to compare and contrast Email to Case to On-Demand Email to Case.
7
Adding Emails Related List to Cases Page Layout

In this lecture, we add the Emails related list to the Case Page Layout. I show you how to do this in Lightning Experience as well as in Salesforce Classic. I then demonstrate sending an email from inside a Case in Salesforce to a customer and then also receiving an email response back.

8
Configuring Email Templates for Effective Case Communications

In this lecture, we dive into email templates. I show you how to select an email template from within a case. I then show you how those templates are built and configured by utilizing merge fields.

9
Web Interaction Channel

In this lecture, I demonstrate how to set up the Web Interaction Channel. I generate a Web-to-Lead form and embed it on a website. I then fill it out and show the resulting case that arrives inside of Salesforce, once the form is submitted.

10
Chat Interaction Channel – Web Chat (Live Agent)

In this lecture we create a Chat Support process. I then create Case Record Types for Web and Chat.

11
Enabling Live Agent and Creating Live Agent Users

In this lecture, we enable Live Agent, which can only be done in Salesforce Classic, at the time of this recording. We also create Live Agent users.

12
Creating Live Agent Skills

In this lecture, I create a couple of Live Agent Skills which we will leverage in subsequent lectures.

13
Creating Live Agent Configurations

In this lecture, I demonstrate how to create a Live Agent configuration.

14
Creating Live Agent Deployments

In this lecture, I demonstrate how to create a Live Agent deployment.

15
Setting Up Live Agent in the Salesforce Console

In this lecture, we set up Live Agent in the Salesforce Service Console.

16
Creating Chat Buttons

In this lecture, I walk you through creating Chat buttons to be used in Live Agent. We upload images as Static Resources to be used.

17
Enabling OmniChannel and Creating Service Presence Status

In this lecture, I enable Live Agent and create a Service Presence Status.

18
Adding the Supervisor Panel to the Salesforce Console

In this lecture, I walk you through how to add the Supervisor Panel to the Service Console.

19
Social Media Interaction Channel

In this lecture, I discuss another interaction channel for Cases - Social. We verify that we have a corresponding Support Process already created for Social and then we create a Social Record Type on Cases. I then introduce you to more Social Case Management functionality that is beyond the scope of this certification. Check the Resources folder for several different supplemental assets to this lecture.

20
Chatter Groups as Internal Interaction Channels

A final interaction channel that can be used with Cases are Chatter Groups for internal communications, which I discuss and demonstrate in this lecture.

21
Exam Guide Sample Question #4

In this lecture, I discuss sample question number 4 from the exam guide.

22
Interaction Channels UI Design Considerations

In this lecture, I go into the various Interaction Channels and possible UI design considerations you'll need to often make as a Service Cloud Consultant.

23
Case Feed Configuration and Customization

In this lecture, I demonstrate how to configure and customize the Case Feed.

24
Adding and Configuring the Email Action to the Case Feed

In this lecture, I walk you through how to Add the Email Action to the Case Feed. We also access the Feed View link from the Enhanced Page Layout Editor on the Case Layout to set other Email settings available for the Email Action in the Case Feed.

25
Interaction Channels Profile Design Considerations

In this lecture I explain the design considerations for Profiles as it relates to configuring and customizing the Case feed and Interaction Channels.

26
Interaction Channels Objects to Expose Design Considerations

In this lecture I explain the design considerations for objects to expose as it relates to configuring and customizing the Case feed and Interaction Channels.

27
Interaction Channels Sharing Model Design Considerations

In this lecture I explain the design considerations for the Sharing Model as it relates to configuring and customizing the Case feed and Interaction Channels.

28
Interaction Channels Reporting Design Considerations

In this lecture I explain the design considerations for Reporting as it relates to Interaction Channels. We revisit a few of the apps off the AppExchange that were installed previously (refer to the Resources for this lecture for download links). We also walk through creating a Custom Report Type for Cases and take it 4 levels deep!

29
Kan Ban View and Case Feed Page Layout Assignments

In this lecture, I cover Case Feed page layout assignments. I also discuss the Kan Ban view and how that works in Lightning Experience.

30
Practice Activity – Interaction Channels Trailhead Units

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

31
Interaction Channels Quiz

Case Management

1
Case Management Introduction

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

2
Designing a Case Management Solution

In this lecture, I begin to write out a requirements doc for an end-to-end case management solution.

3
Case Creation Design Considerations

We delve deeper into our case solution requirements as we discuss the various ways that cases can be created, and who may be submitting these cases.

4
Case Queues Configuration

In this lecture, we create several different case queues to handle different types of cases.

5
Case Assignment Design Considerations

In this lecture, we create a new Case Assignment rule and set it to active. We then create several different evaluation criteria. Finally, we test out the assignment rules through different scenarios to be sure that everything is firing and assigning correctly. I also cover how to set the case assignment rules to be used automatically when creating a new case.

6
OmniChannel for Routing of Cases

We revisit how to enable OmniChannel and discuss the functionality and purpose behind this tool that pushes cases to your agents, inside the Service Console.

7
Creating Service Channels for Omni-Channel

We had previously created a Service Channel for OmniChannel to facilitate our LiveAgent chats. We now go through the process of setting up another Service Channel. This one is for Social cases.

8
Creating Routing Configurations for Omni-Channel

In this lecture, we create our first Routing Configuration for our OmniChannel implementation. This Routing Configuration is for Email Routing. Once we have created the Routing Configuration, we then revisit the Email Queue and associate it with this new Routing Configuration.

9
Creating a Presence Status for Omni-Channel

We had previously created a Presence Status in OmniChannel for our LiveAgent lectures. We revisit the Presence Status in order to create a new one for our Email case routing.

10
Creating Omni-Channel Permission Sets

In this lecture we create a permission set to grant agents access to the presence status we previously created.

11
Adding Omni-Channel to your Service Console Footer

In this lecture we add Omni-Channel to the Service Console footer. I then demonstrate the intelligent routing of cases using OmniChannel by setting my Status Presence to Online and then creating a new case that I subsequently accept.

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Includes

11 hours on-demand video
9 articles
Full lifetime access
Access on mobile and TV
Certificate of Completion
Salesforce Service Cloud Consultant Certification Course
Price:
$218.98 $159

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