4.18 (469 reviews)
☑ Pass the Industry Knowledge section of the Service Cloud Consultant exam
☑ Discuss key topics related to customer service and support operations
Service Cloud Consultant Certification is one of the trickiest Salesforce certifications to complete. The exam includes questions on Contact Center Industry Knowledge, for which there is no help or training provided by Salesforce! This course solves that problem.
This 30 minute mini-course dives into the concepts you need to understand to ace the Industry Knowledge section of the Service Cloud Certification, by explaining the key concepts of Contact Center operations and technology.
By the end of this course, you will be able to:
This course includes a combination of video lectures and realistic practice exam questions specific to Contact Center Industry Knowledge, to test your understanding and shore up any weak areas.
Lectures: Industry Knowledge
Key contact center metrics, KPIs, and business challenges
Activity: Test what you learned about metrics, KPIs and business challenges
Activity: Test your knowledge of Interaction Channels
Business continuity in the contact center
Activity: Confirm your understanding of Business Continuity
Different types of contact centers
Activity: Test what you remember about contact center types
Core tenets of KCS
Activity: What did you learn about KCS?
Components of a contact center
Activity: Test your knowledge of Contact Center Components
Video Practice Questions for Service Cloud Industry Knowledge
Question 1.1 - Common Contact Center Systems
Question 1.2 - Quality Monitoring
Question 1.3 - Business Continuity
Question 1.4 - Knowledge Centered Support (KCS)
Bonus: Prepare for the Sales and Service Cloud Exams
Bonus: Get prepared for the Service Cloud OR Sales Cloud Exams
It is a great course on the section of the service cloud consultant exam that I needed the most as Salesforce doesn't offer any training on it. Thanks for making this course!
Do you have a video for each section of the Service Cloud? This was extremely helpful and should pass this section...
Helped me a lot understand more about what is expected in this particular section of the exam. Thank you, Bobby!
Industry experience was a topic i was least comfortable with because there is no curriculum. This course was very helpful in defining what you need to know and to the point; Thanks Bobby.
Although I haven't taken the exam yet, I'm confident this learning resource will help massively! Thanks for the free resource. I'll be back to check out more.
De inhoud is interessant maar de stem wat monotoon en de visuals hadden iets aantrekkelijker mogen zijn van mij.
Great content and very useful if someone is looking for some in depth Industry Knowledge along with some practice questions.
He's good! He focuses on understanding rather than memorization... Thanks for the free course, it helped.. BTW I am enrolled in all of his courses - I just got certified in Salesforce Sales Cloud exam and guess what Babu Butin has made passing a lot easier that's why I have come here to prepare myself for Salesforce Service Cloud Exam.
Great description and vivid examples. Really helps with retention and understanding. Signed up for the full course!
Enjoyed the interaction. Would ask that additional questions be added and that the user only gets the video explanations post answer selection, not the full video.
Great heads up on new materials. Simply put, without this course, I failed. With this course, I passed.