Service Cloud Exam: Contact Center Industry Knowledge
4.6 (44 ratings)
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Service Cloud Exam: Contact Center Industry Knowledge

A course to prepare for the Industry Knowledge section of the Service Cloud Consultant Certification Exam
4.6 (44 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.
1,963 students enrolled
Created by Bobby Buntin
Last updated 4/2017
English
Price: Free
Includes:
  • 44 mins on-demand video
  • 1 Article
  • 2 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Pass the Industry Knowledge section of the Service Cloud Consultant exam
  • Discuss key topics related to customer service and support operations
View Curriculum
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.
Description

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 is the target audience?
  • 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.
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Curriculum For This Course
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Lectures: Industry Knowledge
7 Lectures 37:03

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.

Introduction
00:48

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.

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

That last lecture was a long one, so let's test how much you remember from it.

Activity: Test what you learned about metrics, KPIs and business challenges
3 questions

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.

Interaction channels
05:23

Compare the costs and benefits of Interaction Channels

Activity: Test your knowledge of Interaction Channels
2 questions

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.

Business continuity in the contact center
03:03

Let's see how much you remember from the video about Business Continuity.

Activity: Confirm your understanding of Business Continuity
1 question

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.

Different types of contact centers
03:25

How well did you pay attention to the last lecture about types of contact centers?

Activity: Test what you remember about contact center types
3 questions

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

Core tenets of KCS
03:28

Let's see what you remember about Knowledge Centered Support.

Activity: What did you learn about KCS?
1 question

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.

Components of a contact center
06:29

How much did you learn about the contact center components in the previous lecture?

Activity: Test your knowledge of Contact Center Components
3 questions
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Video Practice Questions for Service Cloud Industry Knowledge
4 Lectures 06:48

How much did you learn about common contact center systems?

Question 1.1 - Common Contact Center Systems
02:15

Test your knowledge of quality monitoring.

Question 1.2 - Quality Monitoring
01:27

Are you ready for disaster?  Help to build a business continuity plan.

Question 1.3 - Business Continuity
01:56

What is KCS?  Do you remember?

Question 1.4 - Knowledge Centered Support (KCS)
01:10
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Bonus: Prepare for the Sales and Service Cloud Exams
1 Lecture 00:44

Get ready for the Service Cloud Consultant exam with this student discount offer on the complete study course.

Bonus: Get prepared for the Service Cloud OR Sales Cloud Exams
00:44
About the Instructor
Bobby Buntin
4.5 Average rating
439 Reviews
3,984 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.