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Service Cloud Exam: Contact Center Industry Knowledge
Rating: 4.5 out of 5(656 ratings)
11,980 students

Service Cloud Exam: Contact Center Industry Knowledge

A course to prepare for the Industry Knowledge section of the Service Cloud Consultant Certification Exam
Created byBobby Buntin
Last updated 4/2017
English

What you'll learn

  • Pass the Industry Knowledge section of the Service Cloud Consultant exam
  • Discuss key topics related to customer service and support operations
  • THIS COURSE IS NO LONGER BEING UPDATED
  • THIS COURSE IS NO LONGER BEING UPDATED

Course content

2 sections • 11 lectures • 43m total length

  • Introduction0:48

    A quick introduction to this course.  By the end of this lecture you will understand how this course is divided up and what you can expect to learn.

  • Key contact center metrics, KPIs, and business challenges14:27

    Let's take a look at the key metrics and KPI's that matter to contact center executives, and talk through some of the main business challenges facing contact centers today.

  • Activity: Test what you learned about metrics, KPIs and business challenges
  • Interaction channels5:23

    Contact centers handle much more than just phone calls, so this lecture walks through common interaction channels and explains the costs and benefits of each.

  • Activity: Test your knowledge of Interaction Channels
  • Business continuity in the contact center3:03

    Disaster!  It can strike at any time for a contact center, so it's important to be prepared!  This lecture covers the basic concepts of business continuity and disaster recovery.

  • Activity: Confirm your understanding of Business Continuity
  • Different types of contact centers3:25

    Contact Centers can do much more than just answer a call in the order it was received.  This lecture walks through different types of contact centers and their business drivers.

  • Activity: Test what you remember about contact center types
  • Core tenets of KCS3:28

    Salesforce loves KCS.  Watch this lecture to learn about Knowledge Centered Support (KCS) and its core concepts.

  • Activity: What did you learn about KCS?
  • Components of a contact center6:29

    ACD, IVR, WFM...Contact Centers use lots of acronyms.  Learn about all the major pieces of contact centers as we walk through a component diagram.

  • Activity: Test your knowledge of Contact Center Components

Requirements

  • No software is required for this course. It is purely focused on contact center industry concepts.
  • It will help if you have some familiarity with Salesforce, but it is not required.
  • THIS COURSE IS NO LONGER BEING UPDATED

Description

THIS COURSE IS NO LONGER BEING UPDATED

THIS COURSE IS NO LONGER BEING UPDATED

I am waiting for Udemy to let me unpublish it.

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

Service Cloud Consultant Certification is one of the trickiest Salesforce certifications to complete. The exam includes questions on Contact Center Industry Knowledge, for which there is no help or training provided by Salesforce!  This course solves that problem.

This 30 minute mini-course dives into the concepts you need to understand to ace the Industry Knowledge section of the Service Cloud Certification, by explaining the key concepts of Contact Center operations and technology.

By the end of this course, you will be able to:

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

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

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

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

  5. Identify the core tenets of KCS.

  6. Describe how various components of a contact center can solve different business challenges.

This course includes a combination of video lectures and realistic practice exam questions specific to Contact Center Industry Knowledge, to test your understanding and shore up any weak areas.

Who this course is for:

  • This course is for certified Salesforce Administrators who are preparing to take the Service Cloud Consultant Exam. No prior knowledge of contact centers is required.
  • This course can also be useful to anyone interested in contact center operations.
  • THIS COURSE IS NO LONGER BEING UPDATED

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