3.97 out of 5
1505 reviews on Udemy

Salesforce Service Cloud Consultant Certification Course

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


  • 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. 


  • 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.


  • 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.


  • 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.


  • 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). 


  • 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). 


  • 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,


  • 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

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.

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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11 hours on-demand video
9 articles
Full lifetime access
Access on mobile and TV
Certificate of Completion
Salesforce Service Cloud Consultant Certification Course
$218.98 $159


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