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:
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.
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.
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.
That last lecture was a long one, so let's test how much you remember from it.
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.
Compare the costs and benefits of Interaction Channels
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.
Let's see how much you remember from the video about Business Continuity.
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.
How well did you pay attention to the last lecture about types of contact centers?
Salesforce loves KCS. Watch this lecture to learn about Knowledge Centered Support (KCS) and its core concepts.
Let's see what you remember about Knowledge Centered Support.
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.
How much did you learn about the contact center components in the previous lecture?
How much did you learn about common contact center systems?
Test your knowledge of quality monitoring.
Are you ready for disaster? Help to build a business continuity plan.
What is KCS? Do you remember?
Get ready for the Service Cloud Consultant exam with this student discount offer on the complete study course.
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.