Salesforce Service Cloud Consultant Certification Course

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

4.22 (1838 reviews)
Udemy
platform
English
language
IT Certification
category
instructor
10,714
students
11 hours
content
Nov 2022
last update
$119.99
regular price

What you will 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

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.

Content

Introduction and Getting Started

Getting Started Introduction
Signing Up for a Free Salesforce Account
Logging into Salesforce and Switching Between Lightning and Classic
Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide
Assigning the Service Cloud and Knowledge User Feature Licenses
Introduction and Getting Started Quiz

Industry Knowledge

Industry Knowledge Introduction
Installing Service and Support Dashboards to Measure Contact Center Metrics
Contact Center KPIs
Contact Center Business Challenges and How Salesforce Helps
Use Cases and Benefits for Different Interaction Channels
Challenges and Considerations for Business Continuity in the Contact Center
Exam Guide Sample Question #1
Types of Contact Centers and Displaying the Service Console
KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge
Contact Center Components and How They Solve Business Challenges
Practice Activity – Industry Knowledge Trailhead Units
Industry Knowledge Quiz

Implementation Strategies

Implementation Strategies Introduction
Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields
Contact Center Deployment Strategies
Practice Activity – Implementation Strategies Trailhead Units
Implementation Strategies Quiz

Service Cloud Solution Design

Service Cloud Solution Design Introduction
Analyzing Customer Requirements for Service Cloud Solution Design
Extending the Service Cloud with Custom Application Development and Third-Party
Key Components for Performance Optimization and Creating a Validation Rule
User Experience Requirements Solved by the Salesforce Lightning Service Console
Salesforce Lightning Service Console Custom List Views and Creating a New User
Service Console Interaction Logs (Salesforce Classic Only)
Service Console Custom Components
Service Console Keyboard Shortcuts
Service Console Macros
Service Console Integration Toolkit and Lightning Console JavaScript API
Adjusting the Service Console Settings
Exam Guide Sample Question #2
Practice Activity – Service Cloud Solution Design Trailhead Units
Service Cloud Solution Design Quiz

Knowledge Management

Knowledge Management Introduction
Enabling Salesforce Knowledge and the Knowledge Article Lifecycle
Managing Knowledge Adoption and Maintenance
Creating Knowledge Data Categories Groups and Data Categories
Creating Knowledge Article Record Types and Assigning Page Layouts
Turning on the Knowledge Sidebar in the Service Console
Knowledge Publishing Workflow
Knowledge Data Migration Strategies
Knowledge vs. Solutions
Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions
Exam Guide Sample Question #5
Practice Activity – Knowledge Management Trailhead Units
Knowledge Management Quiz

Interaction Channels

Interaction Channels Introduction
Understanding and Implementing Multiple Support Processes
Mobile Interaction Channel and Creating a Mobile Case Record Type
Telephony (aka ‘phone’) Interaction Channel
Email Interaction Channel and Creating an Email Case Record Type
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
Adding Emails Related List to Cases Page Layout
Configuring Email Templates for Effective Case Communications
Web Interaction Channel
Chat Interaction Channel – Web Chat (Live Agent)
Enabling Live Agent and Creating Live Agent Users
Creating Live Agent Skills
Creating Live Agent Configurations
Creating Live Agent Deployments
Setting Up Live Agent in the Salesforce Console
Creating Chat Buttons
Enabling OmniChannel and Creating Service Presence Status
Adding the Supervisor Panel to the Salesforce Console
Social Media Interaction Channel
Chatter Groups as Internal Interaction Channels
Exam Guide Sample Question #4
Interaction Channels UI Design Considerations
Case Feed Configuration and Customization
Adding and Configuring the Email Action to the Case Feed
Interaction Channels Profile Design Considerations
Interaction Channels Objects to Expose Design Considerations
Interaction Channels Sharing Model Design Considerations
Interaction Channels Reporting Design Considerations
Kan Ban View and Case Feed Page Layout Assignments
Practice Activity – Interaction Channels Trailhead Units
Interaction Channels Quiz

Case Management

Case Management Introduction
Designing a Case Management Solution
Case Creation Design Considerations
Case Queues Configuration
Case Assignment Design Considerations
OmniChannel for Routing of Cases
Creating Service Channels for Omni-Channel
Creating Routing Configurations for Omni-Channel
Creating a Presence Status for Omni-Channel
Creating Omni-Channel Permission Sets
Adding Omni-Channel to your Service Console Footer
Adding Sidebar Components to the Service Console
Adding Fields to Page Layouts and Related Lists for Improved Usability
Case Escalation Design Considerations
Log a Call Activity Management and Call Disposition Design
Case Resolution Design Considerations – Case Closure
Enabling Entitlement Management for SLA Driven Case Management
Improve Agent Productivity by Bundling Multiple Case Actions in Macros
Field Service Lightning
Final Live Agent Configurations
Creating a Self-Service Community to Increase Case Deflection
Visual Workflow Use Cases, Capabilities and Limitations for Case Management
Practice Activity – Case Management Trailhead Units
Case Management Quiz

Contact Center Analytics

Contact Center Analytics Introduction
Contact Center Reporting Solutions
Reports and Dashboards Design Considerations
Practice Activity – Contact Center Analytics Trailhead Units
Contact Center Analytics Quiz

Integration and Data Management

Integration and Data Management Introduction
Design Considerations for Large Data and Transaction Volumes
Contact Center Integration Patterns
Practice Activity – Integration and Data Management Trailhead Units
Integration and Data Management Quiz

Release Readiness and Updates

Adding a Path to the Case Object - Spring '18 Release
Service Setup Menu

Next Steps

Next Steps Introduction
Registering for the Service Cloud Consultant Certification
Taking the Exam – Online vs. On-site
Test Taking Strategies – Improve Your Odds of Passing the First Time
Final Thoughts and a Word of Thanks
Bonus Lecture: Mike Wheeler Media+ and Live Salesforce Training

Screenshots

Salesforce Service Cloud Consultant Certification Course - Screenshot_01Salesforce Service Cloud Consultant Certification Course - Screenshot_02Salesforce Service Cloud Consultant Certification Course - Screenshot_03Salesforce Service Cloud Consultant Certification Course - Screenshot_04

Reviews

Mark
November 3, 2023
The good: Mike is a good teacher, so you will learn a lot by going through the course. The bad and the ugly: The course material is ridiculously outdated. The videos were recorded mostly in 2018. I'm taking it in November of 2023 and it says that the course was updated in November of 2022, but I see no actual evidence of that. About 70% of the material is in Salesforce Classic. As noted above, you can still get a lot out of the course, but best to know ahead of time what you're actually buying.
Justin
October 25, 2023
Need to update content in most sections as some of the functionality or what is available is on Lightning, otherwise, the concepts and principles stay they same which is a help.
Nursah
September 26, 2023
I absolutely like Mike's courses, passed my admin exam on my first attempt thanks to his course! I hope I'll do the same with my Service Consultant exam, just wished the course was a bit more up to date, but other than that it was very comprehensive and detailed. Thank you, Mike!
Scott
September 23, 2023
Knowledge classic where exam is currently Lightning Knowledge. Same for most Lightning topics. Too many opinion comments that don't help with exam preparation. Doesn't seem to have been updated since Winter 18 While I found his App Builder course helpful, for the Service Cloud Consultant exam I could have skipped it by just doing the trails related to the question categories I did poorly on in the Focus on Force sample exams.
Dee
March 23, 2023
Outdated. Most of this course is in SF Classic. I am about to sit the SC Consultant exam 'tomorrow' and this course hasn't really helped.
Francisco
January 29, 2023
The course has some concepts, but also is so outdated that some things have changed quite a lot. This course was done in 2017/18 and a lot of new features and ways of setting up some of the functionality has changed since then (we are in 2023 now).
Anton
January 22, 2023
The course was below average. The author spent a lot of time discussing irrelevant information and repeating that certain topics will be important in the future. The information could also be found on other sources. However, when it came to practical exercises, there was a lack of specificity and the author only provided a general description of the actions, such as "We open here- we chose this- next information is not important- here we select this and this- Done".
René
December 16, 2022
Unfortunately a lot of old info, despite the updates. In lighting almost everything is now possible and also some description have changed names in the meantime. Explanations of the topics are otherwise fine from Mike.
Alex
December 1, 2022
Content is now longer relevant and needs a refresh, content not in line with current software. I'm not sure what to do with this , 2018 release, unfortunately software has moved on. This course should be taken down or refreshed. Money wasted.
Desirea
November 20, 2022
Loved this course for all the hands-on examples that linked the exam topics with actual SF org demos and the suggestions for further study. Taking one star away for the age of some of the material. So much Classic.
Syed
October 17, 2022
Outdated course, would not recommend. Most of the things done in this course is in classic. Most of the work now is done in lightning.
Wayne
September 5, 2022
This appears to be an outdated version of Salesforce however the trainer explains every topic very well.
Heidi
August 13, 2022
Needs to update and needs to record the course on a computer not a tablet, a lot of things are done in classic and that's not helpful.
Ron
August 5, 2022
The approach of the instructor is excellent, but this course is very outdated, and patching in new videos isn't helping.
Billie
July 25, 2022
Understandable and easily digestible content, well done! Unfortunately, not up-to-date with the recent exams (2022)

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1400744
udemy ID
10/19/2017
course created date
11/21/2019
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