Salesforce Certification: Service Cloud Rapid Exam Prep
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Salesforce Certification: Service Cloud Rapid Exam Prep

40 challenging, realistic practice questions with video explanations for the Service Cloud Consultant Certification
4.5 (266 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1,986 students enrolled
Created by Bobby Buntin
Last updated 5/2017
English
Current price: $23 Original price: $95 Discount: 75% off
2 days left at this price!
30-Day Money-Back Guarantee
Includes:
  • 2.5 hours on-demand video
  • 12 Articles
  • 7 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Successfully pass the Service Cloud Certification Exam
  • Identify areas where you need to spend more time studying
  • Better understand Service Cloud solution design
View Curriculum
Requirements
  • None
Description

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:

  1. You are preparing for the Salesforce Service Cloud Certification Exam
  2. You want to save study time and only focus on areas where you need help
  3. 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:

  1. Industry Knowledge
  2. Case Management
  3. Solution Design
  4. Interaction Channels
  5. Knowledge Management
  6. Implementation Strategy
  7. Contact Center Analytics
  8. Integration and Data Management


Who is the target audience?
  • 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.com. If you are not a certified Salesforce Administrator, you will likely not understand this course.
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Curriculum For This Course
63 Lectures
02:30:23
+
Getting Started with Rapid Exam Prep
3 Lectures 04:06

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.

Preview 03:07

Exam Study Guide
00:40

I recommend that if you signed up for this course but have never configured Service Cloud before, you may want to start out with this two-hour hands-on configuration video just to get introduced to the concepts.

I am also linking to Salesforce Trailhead, where there is additional general training content that you may find useful.

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.

Activity for Service Cloud Beginners
00:18
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Topic 1: Industry Knowledge
5 Lectures 06:49

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.

Preview 00:01

Learn common Contact Center systems and how they are used, including Workforce Management (WFM), Quality Management, and Automated Call Distribution (ACD)

Preview 02:15

Learn more about Quality Management systems and the role they play in a contact center

Industry Knowledge Question 1.2 - Quality Monitoring
01:27

Learn what elements make up a good contact center business continuity plan

Industry Knowledge Question 1.3 - Business Continuity
01:56

Learn about Knowledge Centered Support (KCS) and its purpose in the contact center

Industry Knowledge Question 1.4 - Knowledge Centered Support (KCS)
01:10

See what you know about "Industry Knowledge" in order to decide which lectures to watch in this section.

Activity: Industry Knowledge Quiz
1 question
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Supplemental Training: Industry Knowledge
7 Lectures 37:14

Understand the purpose of this Supplemental Training section and determine if you should watch it or skip it.

Introduction to Industry Knowledge Supplemental Training
00:59

Explain the factors that influence key contact center metrics, KPIs, and business challenges.

Key contact center metrics, KPIs, and business challenges
14:27

Explain the uses cases, costs and benefits for different interaction channels.

Preview 05:23

Identify challenges and considerations for business continuity in the contact center.

Business continuity in the contact center
03:03

Compare and contrast the different types of contact centers and their business drivers.

Different types of contact centers
03:25

Identify the core tenets of KCS.

Core tenets of KCS
03:28

Components of a contact center
06:29
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Topic 2: Case Management
11 Lectures 19:58

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.

Pre-test: How much do you know about Case Management?
00:01

Learn some of the ways to implement surveys in Service Cloud in this practice exam question

Case Management Question 2.1 - Surveys
01:35

Learn how to handle Service Level Agreement (SLA) management in Service Cloud in this practice exam question

Case Management Question 2.2 - Service Level (SLA) Management
01:30

Test your ability to design Service Cloud for a specific case management process in this practice exam question

Case Management Question 2.3 - Case Entry Process
03:10

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 2.4 - Omnichannel
02:03

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 2.5 - Milestones & Entitlements
5 pages

Test your knowledge of ways to collaborate on cases within Service Cloud

Case Management Question 2.6 - Case Collaboration
01:33

Check how much you know about automation capabilities of Service Cloud and Case Management

Case Management Question 2.7 - Case Automation
01:15

Given a set of Service Cloud requirements, design a solution to fit those requirements in this practice exam question

Case Management Question 2.8 - Configuration
02:46

Learn about Social Customer Service, a new feature added in Spring '16, with this practice question.

Case Management Question 2.9 - Social Customer Service
03:13

Test your understanding of Field Service Dispatch concepts with this practice exam question.

Case Management Question 2.10 - Field Service Dispatch
02:52

Activity: Case Management Quiz
1 question
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Topic 3: Service Cloud Solution Design
6 Lectures 15:32

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.

Pre-test: How much do you know about Service Cloud Solution Design?
00:01

Test your knowledge of Service Cloud with this practice exam question on case required data

Service Cloud Solution Design Question 3.1 - Variable Required Data
01:59

Features of the Salesforce Console for Service are explored in this practice exam question

Preview 03:27

This practice exam question will test your knowledge of integration for repair and returns.

Preview 02:45

Help your client improve cost per case with this practice exam question

Preview 03:55

What are the steps to configure the Salesforce Console for Service? If you know, you will do well on this practice exam question.

Service Cloud Solution Design Question 3.5 - Console Configuration
03:25

Activity: Service Cloud Solution Design Quiz
1 question
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Topic 4: Interaction Channels
7 Lectures 13:47

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.

Pre-test: How much do you know about Interaction Channels?
00:01

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 4.1 - Email Management
02:47

How much do you know about Salesforce Communities? This practice exam question will help you find out.

Interaction Channels Question 4.2 - Communities
02:05

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 4.3 - Live Chat
02:34

Contact centers like to reduce their "agent assisted" interactions. This practice exam question will ask you how you would help to do it.

Preview 01:45

Do you know the difference between "Chat" and "Chatter?" We will find out with this practice exam question.

Interaction Channels Question 4.5 - Live Agent and Chatter Answers
02:39

What is Open CTI? This practice exam question will explain.

Interaction Channels Question 4.6 - Open CTI
01:56

Activity: Interaction Channels Quiz
1 question
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Topic 5: Knowledge Management
6 Lectures 13:45

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.

Pre-test: How much do you know about Knowledge Management?
00:01

What role does Salesforce Knowledge play in your case management process? This practice exam question will test how much you know.

Preview 02:28

Do you know the features of Salesforce Knowledge? Explore further with this practice exam question.

Preview 02:52

Explore the visibility of knowledge content with this practice exam question

Knowledge Management Question 5.3 - Knowledge Visibility
03:43

Do you know the steps to migrate knowledge articles into Salesforce Knowledge? This practice exam question will find out.

Knowledge Management Question 5.4 - Knowledge Content Migration
02:04

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.

Knowledge Management Question 5.5 - KCS and Archiving Articles
02:37

Activity: Knowledge Management Quiz
1 question
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Topic 6: Implementation Strategy
5 Lectures 10:24

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. 

Pre-test: How much do you know about Implementation Strategy?
00:01

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 6.1 - User Adoption
03:17

Learn more about the planning phase of a project in this practice exam question.

Implementation Strategy Question 6.2 - Project Planning Phase
01:53

Discuss deployment approach options in this practice exam question

Implementation Strategy Question 6.3 - Deployment Approach
02:53

Can you guess which phase of the project this practice exam question describes?

Implementation Strategy Question 6.4 - Project Phase Identification
02:20

Activity: Implementation Strategies Quiz
1 question
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Topic 7: Contact Center Analytics
4 Lectures 08:29

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.

Pre-test: How much do you know about Contact Center Analytics?
00:01

Design a report to track agent-assisted interactions in this practice exam question.

Preview 02:58

Help your client to measure chat team performance with this practice exam question.

Contact Center Analytics Question 7.2 - Chat Team Performance
02:16

We already determined that user adoption matters greatly with new implementations. So help your client create an adoption dashboard with this practice exam question.

Contact Center Analytics Question 7.3 - User Adoption Dashboard
03:14

Activity: Bonus Quiz!
1 question
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Topic 8: Integration and Data Management
7 Lectures 14:34

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.

Pre-test: How much do you know about Integration and Data Management?
00:01

Test your knowledge of common integration approaches with this practice exam question.

Preview 02:53

How do you decide what data to migrate from a legacy system? Find out in this practice exam question.

Integration and Data Management Question 8.2 - Legacy Data Migration
02:12

Can you separate good criteria from bad criteria in this data migration practice question?

Integration and Data Management Question 8.3 - Legacy Migration Criteria
02:21

What options does Salesforce provide to help you improve data quality? Find out in this practice exam question.

Integration and Data Management Question 8.4 - Case Data Quality
02:35

When is the proper time to use a batch integration? We will discuss it in this practice exam question.

Integration and Data Management Question 8.5 - Batch Integration
01:57

Do you know how to prepare for large transaction volumes? This practice exam question explores that topic.

Integration and Data Management Question 8.6 - Transaction Volume
02:35

Activity: Integration and Data Management Quiz
1 question
2 More Sections
About the Instructor
Bobby Buntin
4.5 Average rating
318 Reviews
3,212 Students
3 Courses
Salesforce Instructor and Consultant

I am a Customer Service Operations consultant with more than 12 years experience implementing CRM and contact center software with one of the largest consulting firms in the world. I am an expert in Salesforce, ServiceMax, and Knowledge Centered Support.

I have architected and implemented some of the most complex Salesforce implementations globally for companies in the Fortune 50.

I have guided more than 5,000 students through Salesforce certifications, and I have trained thousands of end users on Salesforce.

I hold the following certifications: Salesforce Administrator, Service Cloud Consultant, Sales Cloud Consultant, and KCS Practices Consultant.

As a strategic Salesforce consulting partner, for several years I helped to write and review new questions for Salesforce certification exams.

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