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Salesforce Certification: Service Cloud Rapid Exam Prep

Name: Salesforce Certification: Service Cloud Rapid Exam Prep
Rating: 4.4 (1388 reviews)

40 challenging, realistic practice questions with video explanations for the Service Cloud Consultant Certification

Created byBobby Buntin

Last updated 11/2019

English

What you'll learn

Successfully pass the Service Cloud Certification Exam
Identify areas where you need to spend more time studying
Better understand Service Cloud solution design
THIS COURSE IS NO LONGER BEING UPDATED

Course content

11 sections • 62 lectures • 2h 29m total length

Introduction3:07
A brief introduction to the course. At the end of this lecture, you will know how to navigate this course effectively to maximize your study time.
Exam Study Guide0:38
Activity for Service Cloud Beginners0:20
I recommend that if you signed up for this course but have never configured Service Cloud before, you may want to start out with some trailhead training.
This course, and the certification exam, are designed for people with Service Cloud experience, but that doesn't mean you can't still find this course useful! It will just require more pre-work.

Pre-test: How much do you know about Industry Knowledge?
Try out this assessment to see how much you know about Topic 1: Industry Knowledge. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Industry Knowledge Question 1.1 - Common Contact Center Systems2:15
Learn common Contact Center systems and how they are used, including Workforce Management (WFM), Quality Management, and Automated Call Distribution (ACD)
Industry Knowledge Question 1.2 - Quality Monitoring1:27
Learn more about Quality Management systems and the role they play in a contact center
Industry Knowledge Question 1.3 - Business Continuity1:56
Learn what elements make up a good contact center business continuity plan
Industry Knowledge Question 1.4 - Knowledge Centered Support (KCS)1:10
Learn about Knowledge Centered Support (KCS) and its purpose in the contact center
Activity: Industry Knowledge Quiz

Introduction to Industry Knowledge Supplemental Training0:59
Understand the purpose of this Supplemental Training section and determine if you should watch it or skip it.
Key contact center metrics, KPIs, and business challenges14:27
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Interaction Channels5:23
Explain the uses cases, costs and benefits for different interaction channels.
Business continuity in the contact center3:03
Identify challenges and considerations for business continuity in the contact center.
Different types of contact centers3:25
Compare and contrast the different types of contact centers and their business drivers.
Core tenets of KCS3:28
Identify the core tenets of KCS.
Components of a contact center6:29

Pre-test: How much do you know about Case Management?
Try out this assessment to see how much you know about Topic 2: Case Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Case Management Question 2.1 - Surveys2:34
Learn some of the ways to implement surveys in Service Cloud in this practice exam question
Case Management Question 2.2 - Service Level (SLA) Management1:29
Learn how to handle Service Level Agreement (SLA) management in Service Cloud in this practice exam question
Case Management Question 2.3 - Case Entry Process3:06
Test your ability to design Service Cloud for a specific case management process in this practice exam question
Case Management Question 2.4 - Omnichannel2:03
Learn more about Salesforce Omnichannel in this practice exam question.

Be sure to check out the resource link below with instructions to implement Omnichannel.
Case Management Question 2.5 - Milestones & Entitlements5:00
Test your knowledge of Milestones and Entitlements functionality with this practice exam question.

Study the attached link to the Salesforce Entitlements Implementation Guide, and a link to a recent blog post describing Milestones and Entitlements.
Case Management Question 2.6 - Case Collaboration1:33
Test your knowledge of ways to collaborate on cases within Service Cloud
Case Management Question 2.7 - Case Automation1:15
Check how much you know about automation capabilities of Service Cloud and Case Management
Case Management Question 2.8 - Configuration2:46
Given a set of Service Cloud requirements, design a solution to fit those requirements in this practice exam question
Case Management Question 2.9 - Social Customer Service3:13
Learn about Social Customer Service, a new feature added in Spring '16, with this practice question.
Case Management Question 2.10 - Field Service Dispatch2:52
Test your understanding of Field Service Dispatch concepts with this practice exam question.
Activity: Case Management Quiz

Pre-test: How much do you know about Service Cloud Solution Design?
Try out this assessment to see how much you know about Topic 3: Service Cloud Solution Design. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Service Cloud Solution Design Question 3.1 - Variable Required Data1:59
Test your knowledge of Service Cloud with this practice exam question on case required data
Service Cloud Solution Design Question 3.2 - Salesforce Console for Service3:27
Features of the Salesforce Console for Service are explored in this practice exam question
Service Cloud Solution Design Question 3.3 - Repair and Returns2:45
This practice exam question will test your knowledge of integration for repair and returns.
Service Cloud Solution Design Question 3.4 - Improving Cost per Case3:55
Help your client improve cost per case with this practice exam question
Service Cloud Solution Design Question 3.5 - Console Configuration3:25
What are the steps to configure the Salesforce Console for Service? If you know, you will do well on this practice exam question.
Activity: Service Cloud Solution Design Quiz

Pre-test: How much do you know about Interaction Channels?
Try out this assessment to see how much you know about Topic 4: Interaction Channels. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Interaction Channels Question 4.1 - Email Management2:47
Do you know the options within Salesforce for email support management? Find out with this practice exam question.

Be sure to study the linked help file from Salesforce after you finish this question.
Interaction Channels Question 4.2 - Communities2:05
How much do you know about Salesforce Communities? This practice exam question will help you find out.
Interaction Channels Question 4.3 - Live Chat2:26
Do you know how to set up a client to handle live chat? You will know more after this practice exam question.
Interaction Channels Question 4.4 - Agent Assisted Inquiries1:45
Contact centers like to reduce their "agent assisted" interactions. This practice exam question will ask you how you would help to do it.
Interaction Channels Question 4.5 - Live Agent and Chatter Answers2:19
Do you know the difference between "Chat" and "Chatter?" We will find out with this practice exam question.
Interaction Channels Question 4.6 - Open CTI1:56
What is Open CTI? This practice exam question will explain.
Activity: Interaction Channels Quiz

Pre-test: How much do you know about Knowledge Management?
Try out this assessment to see how much you know about Topic 5: Knowledge Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Knowledge Management Question 5.1 - Integration to Case Management Process2:28
What role does Salesforce Knowledge play in your case management process? This practice exam question will test how much you know.
Knowledge Management Question 5.2 - Features of Salesforce Knowledge2:52
Do you know the features of Salesforce Knowledge? Explore further with this practice exam question.
Knowledge Management Question 5.3 - Knowledge Visibility3:43
Explore the visibility of knowledge content with this practice exam question
Knowledge Management Question 5.4 - Knowledge Content Migration2:04
Do you know the steps to migrate knowledge articles into Salesforce Knowledge? This practice exam question will find out.
Knowledge Management Question 5.5 - KCS and Archiving Articles2:11
Knowledge Centered Support (KCS) encourages agents to participate in the Knowledge Management process. Do you know how to configure Service Cloud to accommodate this? We will explore further with this practice exam question.
Activity: Knowledge Management Quiz

Pre-test: How much do you know about Implementation Strategy?
Try out this assessment to see how much you know about Topic 6: Implementation Strategy. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Implementation Strategy Question 6.1 - User Adoption3:17
User adoption can be the difference between success and failure of a project. Explore approaches to increase user adoption in this practice exam question.
Implementation Strategy Question 6.2 - Project Planning Phase1:53
Learn more about the planning phase of a project in this practice exam question.
Implementation Strategy Question 6.3 - Deployment Approach2:53
Discuss deployment approach options in this practice exam question
Implementation Strategy Question 6.4 - Project Phase Identification2:20
Can you guess which phase of the project this practice exam question describes?
Activity: Implementation Strategies Quiz

Pre-test: How much do you know about Contact Center Analytics?
Try out this assessment to see how much you know about Topic 7: Contact Center Analytics. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Contact Center Analytics Question 7.1 - Agent Assisted Interactions2:58
Design a report to track agent-assisted interactions in this practice exam question.
Contact Center Analytics Question 7.2 - Chat Team Performance2:16
Help your client to measure chat team performance with this practice exam question.
Contact Center Analytics Question 7.3 - User Adoption Dashboard3:14
We already determined that user adoption matters greatly with new implementations. So help your client create an adoption dashboard with this practice exam question.
Activity: Bonus Quiz!

Pre-test: How much do you know about Integration and Data Management?
Try out this assessment to see how much you know about Topic 8: Integration and Data Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.
Integration and Data Management Question 8.1 - Reporting Integration2:53
Test your knowledge of common integration approaches with this practice exam question.
Integration and Data Management Question 8.2 - Legacy Data Migration2:12
How do you decide what data to migrate from a legacy system? Find out in this practice exam question.
Integration and Data Management Question 8.3 - Legacy Migration Criteria2:21
Can you separate good criteria from bad criteria in this data migration practice question?
Integration and Data Management Question 8.4 - Case Data Quality2:35
What options does Salesforce provide to help you improve data quality? Find out in this practice exam question.
Integration and Data Management Question 8.5 - Batch Integration1:57
When is the proper time to use a batch integration? We will discuss it in this practice exam question.
Integration and Data Management Question 8.6 - Transaction Volume2:35
Do you know how to prepare for large transaction volumes? This practice exam question explores that topic.
Activity: Integration and Data Management Quiz

Requirements

None
THIS COURSE IS NO LONGER BEING UPDATED

Description

THIS COURSE IS NO LONGER BEING UPDATED

I am waiting for Udemy to let me unpublish it.

-----------------------------------------

This course will help you to pass the Service Cloud Consultant Salesforce Certification exam. Prepare to be challenged by 40 sample test questions with video explanations of the correct and incorrect answers. These questions are designed to be tougher than the real exam, so once you master these questions, you can take the real exam with confidence.

Take this course if:

You are preparing for the Salesforce Service Cloud Certification Exam
You want to save study time and only focus on areas where you need help
You want to prep with an instructor who wrote and edited questions on the actual exam

Prerequisites:

Salesforce Administrator Certification - Required to get the certification and to understand this course
Understanding of Salesforce terminology - If you don't know what a workflow rule is, you are not ready for this course.
Some experience configuring Service Cloud functionality and familiarity with features

Course Format:

This course is organized to match the Salesforce-published exam study guide. We walk through sample questions grouped by each of the topic areas in the study guide:

Industry Knowledge
Case Management
Solution Design
Interaction Channels
Knowledge Management
Implementation Strategy
Contact Center Analytics
Integration and Data Management

Who this course is for:

This course is meant for people with some previous Salesforce experience who want to earn the Salesforce Service Cloud Consultant certification
This course is not an introduction to Salesforce. If you are not a certified Salesforce Administrator, you will likely not understand this course.
THIS COURSE IS NO LONGER BEING UPDATED

Salesforce Certification: Service Cloud Rapid Exam Prep

What you'll learn

Explore related topics

Course content

Getting Started with Rapid Exam Prep3 lectures • 4min

Topic 1: Industry Knowledge5 lectures • 7min

Supplemental Training: Industry Knowledge7 lectures • 37min

Topic 2: Case Management11 lectures • 26min

Topic 3: Service Cloud Solution Design6 lectures • 16min

Topic 4: Interaction Channels7 lectures • 13min

Topic 5: Knowledge Management6 lectures • 13min

Topic 6: Implementation Strategy5 lectures • 10min

Topic 7: Contact Center Analytics4 lectures • 8min

Topic 8: Integration and Data Management7 lectures • 15min

Requirements

Description

Who this course is for: