Salesforce Service Cloud Consultant Certification Course
4.1 (1,253 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
6,972 students enrolled

Salesforce Service Cloud Consultant Certification Course

Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App
4.1 (1,253 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
6,972 students enrolled
Last updated 7/2020
English
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Current price: $139.99 Original price: $199.99 Discount: 30% off
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This course includes
  • 11 hours on-demand video
  • 9 articles
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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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
Expand all 115 lectures 10:49:36
+ Introduction and Getting Started
5 lectures 15:23

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 02:46

In this lecture, I show you how to sign up for a free Salesforce account, which you can keep for life!

Preview 02:48

In this lecture, I show you how to log into Salesforce and switch between Salesforce Lightning Experience and Salesforce Classic.

Preview 02:04

In this lecture, I show you where to go to download the Service Cloud Consultant Certification Exam Guide. We then review the exam guide and weighting of each knowledge area.

Preview 06:37

In this lecture, we check several different things on our user account. This will enable you to use the Service Cloud, Knowledge and Flows.

Preview 01:08
Introduction and Getting Started Quiz
2 questions
+ Industry Knowledge
11 lectures 40:18

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 01:22

In this lecture I introduce you to Contact Center Metrics concepts. We also download and install a Service and Support Reports and Dashboards app off of the AppExchange. Refer to the Resources folder for links to additional resources available with this lecture.

Installing Service and Support Dashboards to Measure Contact Center Metrics
05:09

In this lecture I share introductory information on common contact center KPIs such as CSAT - Customer Satisfaction. I also show you some of the resources that I have linked to.

Contact Center KPIs
04:11
Contact Center Business Challenges and How Salesforce Helps
03:21

In this lecture we discuss the different interaction channels that Salesforce can support, such as web, phone, social, and more. I walk through the process of creating a Support Process.

Use Cases and Benefits for Different Interaction Channels
07:06

In this lecture we discuss some of the challenges and considerations when dealing with providing business continuity.

Challenges and Considerations for Business Continuity in the Contact Center
02:23

In this lecture, we review sample question #1 from the exam guide, which deals with business continuity.

Preview 04:42

In this lecture, we discuss the different types of contact centers. We also look at the Service Console from Lightning as well as Classic. I show you how to make the Sample Console available in Classic and we also adjust your profile settings.

Types of Contact Centers and Displaying the Service Console
05:47

We discuss the core tenets of Knowledge Centered Support and I introduce you to the governing body that created KCS. 

KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge
03:02

In this lecture, we discuss some of the common core components of a call center. I share a blog resource of how CTI integrates with Salesforce as well as a list of common call center acronyms.

Contact Center Components and How They Solve Business Challenges
03:01

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Industry Knowledge Trailhead Units
00:14
Industry Knowledge Quiz
3 questions
+ Implementation Strategies
4 lectures 20:59

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 00:52

In this lecture we discuss the typical phases of a consulting engagement. We then begin to build our custom survey object as well as creating a Master-Detail Relationship field and a Lookup field to further build our solution.

Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields
14:49

In this lecture, I introduce you to the Service Cloud ERD Diagram and Service Cloud landing page. These resources are helpful in knowing what is possible in Salesforce, what each object is intended for, and this information will inform your decision making as you implement your own deployment strategies in Service Cloud consulting engagements in the future.

Contact Center Deployment Strategies
05:04

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Implementation Strategies Trailhead Units
00:14

In this quiz, I test your retention of the concepts covered in this section of the course.

Implementation Strategies Quiz
3 questions
+ Service Cloud Solution Design
14 lectures 01:27:49

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 00:32

We continue on with our custom Survey application development and discuss typical customer requirements. We discuss how to solution these requirements and further develop our own solution with creating an answer field.

Analyzing Customer Requirements for Service Cloud Solution Design
08:07

This lecture is more theoretical and we discuss a typical exam question and how to know when to leverage AppExchange apps vs. performing your own custom development. We also look at the various survey applications that are available on the AppExchange.

Extending the Service Cloud with Custom Application Development and Third-Party
03:29

In this lecture, we discuss some of the key components of performance optimization for Service Cloud Solution Design. We optimize the current solution we are building by adding a validation rule on our survey entries to limit NPS scores to 10 or less.

Key Components for Performance Optimization and Creating a Validation Rule
08:05

The Salesforce Service Console, available in Lightning and Classic, solves a lot of user experience requirements.

User Experience Requirements Solved by the Salesforce Lightning Service Console
05:46

In this lecture, we explore custom list views in the Service Console, both in Salesforce Classic and Lightning. We also create an additional user for our org and create a custom list view of cases owned by that new user. We also cover case ownership transfer and alerts.

Salesforce Lightning Service Console Custom List Views and Creating a New User
17:00

The Interaction Log is only supported in the Salesforce Classic Service Console and is not yet supported in Lightning Experience. I share a help article with you that lists out which features are available in Lightning Console Apps, which is linked in the Resources folder of this lecture. 

We add the Interaction Log to the page layout and also enable it for not only Cases, but Accounts. We also create a new Interaction Log and set it as the default and then try it out.

Service Console Interaction Logs (Salesforce Classic Only)
09:02

We create several custom console components and demo the functionality as well as layout and placement in the console.

Preview 07:14

In this lecture we explore the standard keyboard shortcuts available in the Service Console in Classic and Lightning.

Service Console Keyboard Shortcuts
01:39

In this lecture we add the Macros widget to the Console and look at sample macros that can be run in the Service Console.

Service Console Macros
06:03

In this lecture we look at the Service Console Integration Toolkit and create a Visualforce page that provides some of the sample functionality of the toolkit. We also explore how to extend the Lightning Console via the Lightning Console JavaScript API. I also introduce you to several guides for further reference, which are linked in the Resources folder of this lecture.

Service Console Integration Toolkit and Lightning Console JavaScript API
10:55

In this lecture, I demonstrate how to create a custom console app and then adjust the console settings.

Adjusting the Service Console Settings
05:33

In this lecture, we discuss a sample question found in the exam guide. I cover what the right and wrong answers are, as well as why.

Preview 04:10

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Service Cloud Solution Design Trailhead Units
00:14
Service Cloud Solution Design Quiz
4 questions
+ Knowledge Management
12 lectures 01:09:11

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 00:33

In this lecture I walk you through enabling Salesforce Knowledge in your own org. We also discuss the Knowledge Article lifecycle.

Enabling Salesforce Knowledge and the Knowledge Article Lifecycle
09:04

In this lecture we add the Knowledge tab to the Service Cloud console app in Lightning. I also run you through installing a good reports and dashboards app for Knowledge off the AppExchange, which is linked in the resource folder of this lecture.

Managing Knowledge Adoption and Maintenance
07:50

We create Data Category Groups and Data Categories in a hierarchy. We also look at keyboard shortcuts available while creating Data Category Groups. We then set the Default Data Category Visibility and activate all the Data Categories we just created.

Creating Knowledge Data Categories Groups and Data Categories
07:41

In this lecture we create a new Knowledge Article Record Type. We also create a new page layout for Knowledge Articles and then we assign different page layouts to profiles, based on the different Article Record Types.

Creating Knowledge Article Record Types and Assigning Page Layouts
04:42

In this lecture, we add the Knowledge sidebar to the Service Console, both in Salesforce Classic and Lightning Experience.

Turning on the Knowledge Sidebar in the Service Console
07:17

In this lecture we look at the Knowledge Publishing Workflow. We also discuss the various Knowledge related security settings that you can specify on a user record, as well as via Profiles and Permission Sets.

Knowledge Publishing Workflow
14:25

We look at how to import articles into Salesforce Knowledge.

Knowledge Data Migration Strategies
04:30

In this lecture I discuss the difference between Knowledge vs. Solution Articles in Salesforce.

Knowledge vs. Solutions
03:07

We look at sample question number 3 from the exam guide. This question relates to Salesforce Knowledge and I demonstrate how to create Public Groups and assign Article Actions.

Preview 06:26

We look at sample question number 5 from the exam guide.

Preview 03:23

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Knowledge Management Trailhead Units
00:13
Knowledge Management Quiz
2 questions
+ Interaction Channels
30 lectures 02:53:45

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 01:43

In this lecture we create multiple support processes for the various support channels we will need to implement in our Service Cloud instance. 

Understanding and Implementing Multiple Support Processes
04:27

In this lecture, we create a Mobile Case Record Type and discuss the mobile interaction channel. We associate this new record type with the Mobile Support Process we previously created.

Mobile Interaction Channel and Creating a Mobile Case Record Type
03:17

In this lecture, we create the Telephony Case Record Type and assign it to the corresponding Support Process.

Telephony (aka ‘phone’) Interaction Channel
03:02

In this lecture, we create another Case Record Case for Email Cases.

Email Interaction Channel and Creating an Email Case Record Type
02:14
In this lecture we discuss email-to-case and on-demand email-to case. We configure our routing address for on-demand email-to-case. I also refer to the Email-to-Case Help Article, which provides a helpful table to compare and contrast Email to Case to On-Demand Email to Case.
Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
10:04

In this lecture, we add the Emails related list to the Case Page Layout. I show you how to do this in Lightning Experience as well as in Salesforce Classic. I then demonstrate sending an email from inside a Case in Salesforce to a customer and then also receiving an email response back.

Adding Emails Related List to Cases Page Layout
06:00

In this lecture, we dive into email templates. I show you how to select an email template from within a case. I then show you how those templates are built and configured by utilizing merge fields.

Configuring Email Templates for Effective Case Communications
05:11

In this lecture, I demonstrate how to set up the Web Interaction Channel. I generate a Web-to-Lead form and embed it on a website. I then fill it out and show the resulting case that arrives inside of Salesforce, once the form is submitted.

Web Interaction Channel
07:45

In this lecture we create a Chat Support process. I then create Case Record Types for Web and Chat.

Chat Interaction Channel – Web Chat (Live Agent)
02:31

In this lecture, we enable Live Agent, which can only be done in Salesforce Classic, at the time of this recording. We also create Live Agent users.

Enabling Live Agent and Creating Live Agent Users
01:57

In this lecture, I create a couple of Live Agent Skills which we will leverage in subsequent lectures.

Creating Live Agent Skills
02:07

In this lecture, I demonstrate how to create a Live Agent configuration.

Creating Live Agent Configurations
06:36

In this lecture, I demonstrate how to create a Live Agent deployment.

Creating Live Agent Deployments
02:19

In this lecture, we set up Live Agent in the Salesforce Service Console.

Setting Up Live Agent in the Salesforce Console
02:36

In this lecture, I walk you through creating Chat buttons to be used in Live Agent. We upload images as Static Resources to be used.

Creating Chat Buttons
07:28

In this lecture, I enable Live Agent and create a Service Presence Status.

Enabling OmniChannel and Creating Service Presence Status
02:31

In this lecture, I walk you through how to add the Supervisor Panel to the Service Console.

Adding the Supervisor Panel to the Salesforce Console
04:05

In this lecture, I discuss another interaction channel for Cases - Social. We verify that we have a corresponding Support Process already created for Social and then we create a Social Record Type on Cases. I then introduce you to more Social Case Management functionality that is beyond the scope of this certification. Check the Resources folder for several different supplemental assets to this lecture.

Social Media Interaction Channel
07:39

A final interaction channel that can be used with Cases are Chatter Groups for internal communications, which I discuss and demonstrate in this lecture.

Chatter Groups as Internal Interaction Channels
06:06

In this lecture, I discuss sample question number 4 from the exam guide.

Exam Guide Sample Question #4
02:19

In this lecture, I go into the various Interaction Channels and possible UI design considerations you'll need to often make as a Service Cloud Consultant.

Interaction Channels UI Design Considerations
12:16

In this lecture, I demonstrate how to configure and customize the Case Feed.

Case Feed Configuration and Customization
09:21

In this lecture, I walk you through how to Add the Email Action to the Case Feed. We also access the Feed View link from the Enhanced Page Layout Editor on the Case Layout to set other Email settings available for the Email Action in the Case Feed.

Adding and Configuring the Email Action to the Case Feed
07:03

In this lecture I explain the design considerations for Profiles as it relates to configuring and customizing the Case feed and Interaction Channels.

Interaction Channels Profile Design Considerations
08:08

In this lecture I explain the design considerations for objects to expose as it relates to configuring and customizing the Case feed and Interaction Channels.

Interaction Channels Objects to Expose Design Considerations
06:51

In this lecture I explain the design considerations for the Sharing Model as it relates to configuring and customizing the Case feed and Interaction Channels.

Interaction Channels Sharing Model Design Considerations
11:47

In this lecture I explain the design considerations for Reporting as it relates to Interaction Channels. We revisit a few of the apps off the AppExchange that were installed previously (refer to the Resources for this lecture for download links). We also walk through creating a Custom Report Type for Cases and take it 4 levels deep!

Interaction Channels Reporting Design Considerations
13:33

In this lecture, I cover Case Feed page layout assignments. I also discuss the Kan Ban view and how that works in Lightning Experience.

Kan Ban View and Case Feed Page Layout Assignments
12:36

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Interaction Channels Trailhead Units
00:13
Interaction Channels Quiz
4 questions
+ Case Management
23 lectures 02:51:32

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 00:49

In this lecture, I begin to write out a requirements doc for an end-to-end case management solution.

Designing a Case Management Solution
02:36

We delve deeper into our case solution requirements as we discuss the various ways that cases can be created, and who may be submitting these cases.

Case Creation Design Considerations
03:24

In this lecture, we create several different case queues to handle different types of cases.

Case Queues Configuration
07:39

In this lecture, we create a new Case Assignment rule and set it to active. We then create several different evaluation criteria. Finally, we test out the assignment rules through different scenarios to be sure that everything is firing and assigning correctly. I also cover how to set the case assignment rules to be used automatically when creating a new case.

Case Assignment Design Considerations
14:39

We revisit how to enable OmniChannel and discuss the functionality and purpose behind this tool that pushes cases to your agents, inside the Service Console.

OmniChannel for Routing of Cases
02:14

We had previously created a Service Channel for OmniChannel to facilitate our LiveAgent chats. We now go through the process of setting up another Service Channel. This one is for Social cases.

Creating Service Channels for Omni-Channel
04:21

In this lecture, we create our first Routing Configuration for our OmniChannel implementation. This Routing Configuration is for Email Routing. Once we have created the Routing Configuration, we then revisit the Email Queue and associate it with this new Routing Configuration.

Creating Routing Configurations for Omni-Channel
06:28

We had previously created a Presence Status in OmniChannel for our LiveAgent lectures. We revisit the Presence Status in order to create a new one for our Email case routing.

Creating a Presence Status for Omni-Channel
01:31

In this lecture we create a permission set to grant agents access to the presence status we previously created.

Creating Omni-Channel Permission Sets
02:38

In this lecture we add Omni-Channel to the Service Console footer. I then demonstrate the intelligent routing of cases using OmniChannel by setting my Status Presence to Online and then creating a new case that I subsequently accept.

Adding Omni-Channel to your Service Console Footer
03:48

In this lecture we customize the Service Console by adding a couple of Custom Console Components into the sidebar. We leverage the subtab component functionality to provide both Case and Contact Details on the left in the subtab section of the console.

Adding Sidebar Components to the Service Console
05:01

In this lecture, I add the Case Record Type field to the Case Page Layout as well as the Cases Related List on the Contact Record. This is to improve usability and provide support agents with better reference points while working cases.

Adding Fields to Page Layouts and Related Lists for Improved Usability
04:33

In this lecture, I demonstrate how to create an escalation rule and specify one or multiple escalation actions tied to each rule criteria. We then monitor the escalations which are set into motion once a new case is created which fits the evaluation criteria.

Case Escalation Design Considerations
09:29

In this lecture, I log calls and demonstrate how that ties in to Activity Management, recording a completed task to the case. We also address Call Disposition design considerations.

Log a Call Activity Management and Call Disposition Design
11:47

The Close Case button and page are both missing from Lightning Experience. I introduce you to an idea posted on the Salesforce Idea Exchange that you can vote on. I also show you how to close a case in both Lightning and in Classic. I also demonstrate how you can customize the Case Close screen.

Case Resolution Design Considerations – Case Closure
08:25

In this lecture, we enable Entitlement Management. We then create Milestones and an Entitlement Process. I also show you how to monitor Entitlement Processes in your org via the Entitlement Process Queue.

Enabling Entitlement Management for SLA Driven Case Management
20:22

In this lecture I demonstrate how to create Macros and add them inside the Utility Bar of the Console in a Lightning App. In our example macros, I create a macro to close a case and another to reopen a case. There are several field updates that are performed via the macros as well. 

Check the Resources folder for a link to a list of Keyboard Shortcuts for Macros as well.

Improve Agent Productivity by Bundling Multiple Case Actions in Macros
07:56

In this lecture, we introduce Field Service Lightning and install the Field Service Lightning Managed Package. Refer to the Resources section for links to further supplemental resources for Field Service Lightning.

Field Service Lightning
10:30

In this lecture we save our Chat Button and Deployment code into an HTML file that we save locally. We then create a new Live Agent app and place ourselves in available status. We then demonstrate how to initiate a chat session between an agent and a customer.

Final Live Agent Configurations
06:40

In this lecture, we enable Communities and create our first community. Be sure to check the Resources for more supplemental material around building communities.

Creating a Self-Service Community to Increase Case Deflection
16:39

In this lecture, we look at the use cases, capabilities and limitations of Visual Workflows.

Visual Workflow Use Cases, Capabilities and Limitations for Case Management
19:46

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Case Management Trailhead Units
00:17
Case Management Quiz
2 questions
+ Contact Center Analytics
4 lectures 11:00

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 00:53

In this lecture we look at some of the reporting options available, such as the Dashboards that appear on the Service Setup home page as well as your own Home Page in Lightning Experience. I show you how to edit this to include additional dashboards that may be helpful in a Contact Center environment.

Contact Center Reporting Solutions
03:18

In this lecture, I show how to further adjust the home page layout in Lightning for various Service and Support Dashboards. We clone a dashboard as well and look at various dashboard components.

Reports and Dashboards Design Considerations
06:28

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Contact Center Analytics Trailhead Units
00:21
Contact Center Analytics Quiz
2 questions
+ Integration and Data Management
4 lectures 15:11

In this introductory lecture, I prepare you for what we will do and learn in this section of the course.

Preview 01:00

Related to this bullet point in the exam guide:

Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

I discuss Deferred Sharing.
Design Considerations for Large Data and Transaction Volumes
02:18

In this lecture, we discuss common integration patterns that Contact Centers utilize in Salesforce. One such common integration is that of Open CTI.

Contact Center Integration Patterns
11:36

To get the most out of this course, and to fully prepare you for the Salesforce Service Cloud Consultant Certification Exam, I encourage you to consider completing certain Salesforce Trailhead modules and units.

To put what you have learned in this section into practice, you may optionally complete the linked Trailhead Units.

Practice Activity – Integration and Data Management Trailhead Units
00:17
Integration and Data Management Quiz
2 questions
+ Release Readiness and Updates
2 lectures 20:38

A new feature in the Spring '18 release of Salesforce is the ability to add a Path to cases.

Preview 09:44
Service Setup Menu
10:54