Service Cloud Consultant Certification
Description
The Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The intended audience has proven experience with the administration and configuration of a Salesforce application, as demonstrated through successful completion of the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.
What Will I Learn?
- You will learn how to
- Design and implement successful solutions
- Anticipate and mitigate risk
- Meet and manage customer expectations
- Increase customer confidence
- Consistently deliver effective business solutions
- Manage solution delivery and any issues that arise
- Build solutions that are scalable and maintainable
- Set up change management practices to ensure long-term solution success
- Troubleshoot and resolve issues
- Prioritize and escalate customer issues
Topics for this course
28 Lessons
Chapters
Introduction and exam guide11:01
Adoption strategy9:50
Administer Service Cloud8:04
Automate Case management18:06
Create Digital Engagement using support email10:24
Web-to-Case HTML Generator11:27
Leadership skill for contact center15:27
Metrics and data that matters to C-Suite23:06
Contact center transformation26:03
Roll out strategy22:35
Customer centric discovery workshop34:02
Salesforce live agent chat configuration13:32
Flows for services19:26
Knowledge for Lightning Experience Part 119:03
Knowledge for Lightning Experience- Part 215:50
Knowledge search18:15
Social Customer Service Strategies17:28
Service Cloud Agent Productivity- Part 118:51
Service Cloud Agent Productivity- Part 215:17
Omni-Channel for Lightning Experience- Queue based routing20:22
Omni-Channel for Lightning Experience- Skill based routing25:04
Customer service using AI19:28
Embedded Service SDK for Mobile Apps11:30
Mobile App rollout21:38
Process for managing support cases20:42
Service Metrics15:32
Monitoring support process7:29
Conclusion25:46
Practice Questions
About the instructors
18 Courses
430 students