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:
SERVICE CLOUD SOLUTION DESIGN
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,
INTEGRATION AND DATA MANAGEMENT
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.