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This course includes:

  • 11 hours on-demand video
  • 9 articles
  • Full lifetime access
  • Access on mobile and TV
IT & Software IT Certification Salesforce Certified Service Cloud Consultant

Salesforce Service Cloud Consultant Certification Course

Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App
Rating: 4.2 out of 54.2 (1,411 ratings)
7,756 students
Created by Mike Wheeler, Aaron Wheeler
Last updated 9/2020
English
English [Auto], Indonesian [Auto], 
30-Day Money-Back Guarantee

What you'll 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

Requirements

  • This certification requires that you have an active Salesforce Administrator Certification

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.

Who this course is for:

  • Anyone interested in attaining the Salesforce Service Cloud Consultant Certification
  • Anyone tasked with implementing the Salesforce Service Console
  • Anyone working in a Call Center or Support Environment Who is Considering Salesforce

Course content

11 sections • 115 lectures • 10h 51m total length

  • Preview02:46
  • Preview02:48
  • Preview02:04
  • Preview06:37
  • Preview01:08
  • Introduction and Getting Started Quiz
    2 questions

  • Preview01:22
  • Installing Service and Support Dashboards to Measure Contact Center Metrics
    05:09
  • Contact Center KPIs
    04:11
  • Contact Center Business Challenges and How Salesforce Helps
    03:21
  • Use Cases and Benefits for Different Interaction Channels
    07:06
  • Challenges and Considerations for Business Continuity in the Contact Center
    02:23
  • Preview04:42
  • Types of Contact Centers and Displaying the Service Console
    05:47
  • KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge
    03:02
  • Contact Center Components and How They Solve Business Challenges
    03:01
  • Practice Activity – Industry Knowledge Trailhead Units
    00:14
  • Industry Knowledge Quiz
    3 questions

  • Preview00:52
  • Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields
    14:49
  • Contact Center Deployment Strategies
    05:04
  • Practice Activity – Implementation Strategies Trailhead Units
    00:14
  • Implementation Strategies Quiz
    3 questions

  • Service Cloud Solution Design Introduction
    Preview00:32
  • Analyzing Customer Requirements for Service Cloud Solution Design
    08:07
  • Extending the Service Cloud with Custom Application Development and Third-Party
    03:29
  • Key Components for Performance Optimization and Creating a Validation Rule
    08:05
  • User Experience Requirements Solved by the Salesforce Lightning Service Console
    05:46
  • Salesforce Lightning Service Console Custom List Views and Creating a New User
    17:00
  • Service Console Interaction Logs (Salesforce Classic Only)
    09:02
  • Preview07:14
  • Service Console Keyboard Shortcuts
    01:39
  • Service Console Macros
    06:03
  • Service Console Integration Toolkit and Lightning Console JavaScript API
    10:55
  • Adjusting the Service Console Settings
    05:33
  • Preview04:10
  • Practice Activity – Service Cloud Solution Design Trailhead Units
    00:14
  • Service Cloud Solution Design Quiz
    4 questions

  • Preview00:33
  • Enabling Salesforce Knowledge and the Knowledge Article Lifecycle
    09:04
  • Managing Knowledge Adoption and Maintenance
    07:50
  • Creating Knowledge Data Categories Groups and Data Categories
    07:41
  • Creating Knowledge Article Record Types and Assigning Page Layouts
    04:42
  • Turning on the Knowledge Sidebar in the Service Console
    07:17
  • Knowledge Publishing Workflow
    14:25
  • Knowledge Data Migration Strategies
    04:30
  • Knowledge vs. Solutions
    03:07
  • Preview06:26
  • Preview03:23
  • Practice Activity – Knowledge Management Trailhead Units
    00:13
  • Knowledge Management Quiz
    2 questions

  • Preview01:43
  • Understanding and Implementing Multiple Support Processes
    04:27
  • Mobile Interaction Channel and Creating a Mobile Case Record Type
    03:17
  • Telephony (aka ‘phone’) Interaction Channel
    03:02
  • Email Interaction Channel and Creating an Email Case Record Type
    02:14
  • Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
    10:04
  • Adding Emails Related List to Cases Page Layout
    06:00
  • Configuring Email Templates for Effective Case Communications
    05:11
  • Web Interaction Channel
    07:45
  • Chat Interaction Channel – Web Chat (Live Agent)
    02:31
  • Enabling Live Agent and Creating Live Agent Users
    01:57
  • Creating Live Agent Skills
    02:07
  • Creating Live Agent Configurations
    06:36
  • Creating Live Agent Deployments
    02:19
  • Setting Up Live Agent in the Salesforce Console
    02:36
  • Creating Chat Buttons
    07:28
  • Enabling OmniChannel and Creating Service Presence Status
    02:31
  • Adding the Supervisor Panel to the Salesforce Console
    04:05
  • Social Media Interaction Channel
    07:39
  • Chatter Groups as Internal Interaction Channels
    06:06
  • Exam Guide Sample Question #4
    02:19
  • Interaction Channels UI Design Considerations
    12:16
  • Case Feed Configuration and Customization
    09:21
  • Adding and Configuring the Email Action to the Case Feed
    07:03
  • Interaction Channels Profile Design Considerations
    08:08
  • Interaction Channels Objects to Expose Design Considerations
    06:51
  • Interaction Channels Sharing Model Design Considerations
    11:47
  • Interaction Channels Reporting Design Considerations
    13:33
  • Kan Ban View and Case Feed Page Layout Assignments
    12:36
  • Practice Activity – Interaction Channels Trailhead Units
    00:13
  • Interaction Channels Quiz
    4 questions

  • Preview00:49
  • Designing a Case Management Solution
    02:36
  • Case Creation Design Considerations
    03:24
  • Case Queues Configuration
    07:39
  • Case Assignment Design Considerations
    14:39
  • OmniChannel for Routing of Cases
    02:14
  • Creating Service Channels for Omni-Channel
    04:21
  • Creating Routing Configurations for Omni-Channel
    06:28
  • Creating a Presence Status for Omni-Channel
    01:31
  • Creating Omni-Channel Permission Sets
    02:38
  • Adding Omni-Channel to your Service Console Footer
    03:48
  • Adding Sidebar Components to the Service Console
    05:01
  • Adding Fields to Page Layouts and Related Lists for Improved Usability
    04:33
  • Case Escalation Design Considerations
    09:29
  • Log a Call Activity Management and Call Disposition Design
    11:47
  • Case Resolution Design Considerations – Case Closure
    08:25
  • Enabling Entitlement Management for SLA Driven Case Management
    20:22
  • Improve Agent Productivity by Bundling Multiple Case Actions in Macros
    07:56
  • Field Service Lightning
    10:30
  • Final Live Agent Configurations
    06:40
  • Creating a Self-Service Community to Increase Case Deflection
    16:39
  • Visual Workflow Use Cases, Capabilities and Limitations for Case Management
    19:46
  • Practice Activity – Case Management Trailhead Units
    00:17
  • Case Management Quiz
    2 questions

  • Preview00:53
  • Contact Center Reporting Solutions
    03:18
  • Reports and Dashboards Design Considerations
    06:28
  • Practice Activity – Contact Center Analytics Trailhead Units
    00:21
  • Contact Center Analytics Quiz
    2 questions

  • Preview01:00
  • Design Considerations for Large Data and Transaction Volumes
    02:18
  • Contact Center Integration Patterns
    11:36
  • Practice Activity – Integration and Data Management Trailhead Units
    00:17
  • Integration and Data Management Quiz
    2 questions

  • Preview09:44
  • Service Setup Menu
    10:54

Instructors

Mike Wheeler
Salesforce Trainer - 130,000+ Students - 25K+ 5-Star Reviews
Mike Wheeler
  • 4.5 Instructor Rating
  • 48,296 Reviews
  • 135,946 Students
  • 34 Courses

I teach Salesforce, Zoom and Home Business Courses. I am passionate about helping you become a 'Creator in a Consumption World'

I gravitate towards tools and tech that empowers the non-technical to build and create amazing things online.

That is why I was drawn to amazing tools and platforms, such as Salesforce, Zoom, Wordpress, and more.

I am currently creating a series of courses that teach you all of the fundamentals and specifics related to launching your own home business, make money online, and how to build your own brand while building applications and businesses on the Internet.

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

Before discovering Salesforce, I worked as a Technical Writer, Trainer, and built blogs using Wordpress. Once I found Salesforce, I saw it as the quickest path to building world-class web and mobile applications for businesses and consumers. I've attained 6 Salesforce Certifications along the way: Salesforce Developer, Salesforce Administrator, Salesforce Advanced Administrator, Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant, and Salesforce Platform App Builder.

I am the founder of Mike Wheeler Media, LLC, where my mission is to Inspire, Equip and Train the masses on the Salesforce Platform. Feel free to connect with me through the various social profile links on my profile here. 

Aaron Wheeler
Adobe Certified Expert (ACE) - Premiere Pro CC
Aaron Wheeler
  • 4.4 Instructor Rating
  • 40,606 Reviews
  • 183,039 Students
  • 26 Courses

I am a Video Editor, Animator and VFX Cleanup Artist. I have worked on projects for ESPN, BMW, National Geographic, GE  & Cheetos. I have obtained my Adobe Certified Expert (ACE) certification in Premiere Pro CC and am currently working towards certifications in Photoshop CC & After Effects CC as well.

I have been working full time in video production for over 4 years now and have gained valuable insights into the production pipeline & workflow. I use the Adobe Creative Cloud everyday, specifically working in Premiere Pro, After Effects & Photoshop. 

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