Salesforce Certified Service Cloud Consultant
Overview:
This course was developed specifically to help consultants prepare for the Salesforce Certified
Service Cloud Consultant exam.
People who have experience with the administration and configuration of a Salesforce
application, as demonstrated through successful completion of the Salesforce.com Certified
Administrator exam, and who have Service experience and are looking to quickly understand
and be able to deploy Service Cloud on Salesforce.
This class is delivered by a senior instructor with many years of real world consulting experience
and is specifically designed to prepare consultants to pass the Salesforce Certified Service
Consultant Exam. The instructor will cover all the key customer service concepts within Salesforce
in addition to sharing real world experiences and best practices.
The class presents a broad range of topics cover just about everything on which a student will
be tested. These topics include but are not limited to: Software Development Lifecycles, project
management strategies, the Force.com architecture, the model, view, controller design pattern,
and typical customer service and call center goals. There is in depth coverage of system
security topics such as: Users, Licenses, Profiles, Field Level Security, Permission Sets, Delegated
Administration, Record Security, Organization Wide Defaults, Role Hierarchy and Roles, Sharing
Rules, Account Teams, Case Teams, and Queues. The object model related to customer service
automation is thoroughly covered as well with sections on: Accounts, Contacts and Person
Accounts, Cases, Assets, Solutions, entitlements and milestones, Knowledge, and Chatter. Finally,
topics concerning Service Cloud Console, CTI, IVR, WFM, portals, integration, success metrics,
analytics, and best practices will be explored.
As a participant in the class, each student will be given a practice learning environment to use
during hands-on exercises during the class. The student will be able to use this learning
environment indefinitely after the class without any additional fee.
Audience:
Course duration:
3 days
Course outline:
Day 1
Day 2
Day 3
