Salesforce Service Cloud Consultant Certification Course

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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

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

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.

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

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.

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

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.

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.

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.

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

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.

We look at how to import articles into Salesforce Knowledge.

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

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.

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

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.

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

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

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.

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.

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.

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

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.

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

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

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

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

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.

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

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

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.

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

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

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.

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

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.

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

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.

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.

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!

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

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.

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

Related to this bullet point in the exam guide:

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

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

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.