Скачать или смотреть Salesforce Service Cloud Consultant Certification Course - learn Salesforce Certified Service Cloud

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Salesforce Service Cloud Consultant Certification Course - learn Salesforce Certified Service Cloud Consultant
What you will learn in this course ?
What you'll learnAll of the core concepts you need to understand in order to pass the Salesforce Service Cloud Consultant Certification ExamImplement Salesforce KnowledgeImplement Lightning Service ConsoleImplement Live AgentImplement Multiple Support Processes to Support Multiple Interaction ChannelsTrack Service Center Metrics and KPIsBuild Custom Service Apps
The Salesforce Service Cloud Consultant Certification demonstrates that you can implement the Salesforce Lightning Service Console, design service solutions on the Salesforce platform, and can implement OmniChannel, create Macros, and create custom apps to deliver world class service as a Service Cloud consultant.
Salesforce is currently the 7th most in demand IT skill in the world, and Salesforce Consultant Certifications help you rise above the competition. The Consultant Certifications are especially in demand by Salesforce Partner companies.
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support
customer business processes and requirements using Salesforce applications. The consultant
has experience designing solutions using the Service Cloud functionality and can lead the
implementation of these solutions within a customer organization. The consultant has both
contact center industry experience and expertise in Salesforce applications including the
knowledge needed to implement multiple applications in common customer scenarios. 
This course fully prepares you for the Service Cloud Consultant Exam. Throughout the duration of this course, I cover and demonstrate each of the Knowledge Areas and core concepts you need to understand, such as:
INDUSTRY KNOWLEDGE 
Explain the factors that influence key contact center metrics, KPIs, and business challenges.Explain the uses cases and benefits for different interaction channels.Identify challenges and considerations for business continuity in the contact center.Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).Identify the core tenets of KCS.Describe how various components of a contact center can solve different business challenges. 
IMPLEMENTATION STRATEGIES
Given a scenario, determine how to facilitate a successful consulting
engagement (plan, gather requirements, design, build, test and document.Given a scenario, determine appropriate contact center deployment strategies.
SERVICE CLOUD SOLUTION DESIGN

Given a scenario, analyze customer requirements to determine an appropriate
solution design considering capabilities, limitations and design trade-offs. 
Distinguish when it is appropriate to include custom application development
or third-party applications.
Distinguish the key components that contribute to performance optimization
within a design.
Describe the user experience requirements that can be solved by the Salesforce
Service Console.
KNOWLEDGE MANAGEMENT
Explain the knowledge article lifecycle including creation, publishing,
consumption, and feedback.
Given business process requirements, determine the appropriate approach to
manage Knowledge adoption and maintenance.
Given a set of requirements, determine how to configure data categories,
article types, and publishing workflow.
Distinguish the key factors to consider when designing a Knowledge data
migration strategy.
INTERACTION CHANNELS
Describe the use cases and functionality for each interaction channel
including mobile, phone, email, web, chat and social media.Differentiate between the available email-to-case and web-to-case
solutions and explain how to configure each.Explain the Open CTI features, architecture, and implications.Explain the design considerations (user interface, user profiles, objects to
expose, sharing model, reporting, etc.) and best practices when
configuring an interaction channel solution (mobile, phone, email, web,
chat, or social media). 
CASE MANAGEMENT



Given a set of requirements, design a case management solution from case
creation to closure including case assignment, case escalation, case resolution,
and case disposition.



Describe the relationships between cases and other areas such as assets,
entitlements, work orders, Communities, Live Agent, and Knowledge.



Given a set of KPIs, determine the appropriate case management solution.



Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.