Salesforce Certified Service Cloud Consultant Training Overview
This Salesforce® Certified Service Cloud Consultant training course teaches attendees how to leverage key customer service concepts within Salesforce and is preparation for the Salesforce Certified Service Cloud Consultant exam.
Location and Pricing
Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.
In addition, some courses are available as live, instructor-led training from one of our partners.
Objectives
- Learn software development lifecycles
- Discover project management strategies
- Learn Salesforce Platform architecture and the model-view-controller design pattern
- Set typical customer service and call center goals
- Enhance system security
- Review the object model related to customer service automation
- Work with the Service Cloud Console, CTI, IVR, WFM, portals, integration, success metrics, analytics, and best practices
Prerequisites
Students should have taken Accelebrate's Salesforce Administration and Configuration in Lightning Experience course or have equivalent experience with Salesforce administration and configuration, as demonstrated through successful completion of the Salesforce.com Certified Administrator exam.
Outline
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Introduction
Software Development Lifecycle/Project Management Strategies
- Deployment: Metadata API/Packages/Change Sets
Salesforce Platform Architecture & Model, View, Controller
Setting up a Practice Site
Customer Service Goals/Concepts
- Call center types
- Call Deflection/Channels
- CTI/IVR/PBX
- SLA’s
- Business continuity
- Challenges
- Knowledge-Centered Support (KCS)
- ITIL
- Satisfaction Surveys
Introduction to GenWatt
Trust.salesforce.com
System Security
- Users
- Licenses
- Profiles
- Field level security
- Permission sets
Record Security
- Record ownership/full access
- Organization-wide defaults
- Role hierarchy & roles
- Sharing rules
- Manual sharing
- Account teams
- Case teams
- Queues
Data Management/Data Quality
Security & Sharing Knowledge Check
Service Relationships
- Accounts
- Contacts & personal accounts
- Cases
- Solutions
- Assets
Knowledge
- Creation, publishing, consumption, and feedback
- Adoption & maintenance
Service Cloud Automation
- Case assignment rules
- Entitlements/SLA’s
- Business hours
- Escalation rules
Content
Chatter
Chatter Questions & Answers
Case Feed
Service Cloud Console
Social Listening
- Radian 6
- Salesforce for Facebook
Email to Case
Visual Workflow
Customer Portals
- Self-service
- Service cloud portal
Home Page Design
Reports & Analytic Snapshots
Dashboards
Deployment: Metadata API/Packages/Change Sets
Data Migration & Data Integration
- Cases
- Activities
- Solutions
- Knowledge
Visual Force & Apex
User Adoption
Metrics & Key Performance Indicators (KPI)
User Interface & Search Settings
Conclusion
Training Materials
All Salesforce Certified Service Cloud Consultant training students will receive comprehensive courseware.
Software Requirements
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.
