This course was developed specifically to help consultants prepare for the Salesforce Certified Service Cloud Consultant exam.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.
There are no prerequisites for this course.
3 Days/Lecture & Lab
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.
- Agenda and course overview
- Software Development Lifecycle (SDLC)/project management strategies
- Force.com architecture and Model-View-Controller
- Setting up the practice site/introduction to GenWatt
- Customer service coals/concepts.
- System security.
- Record security.
- Security and sharing knowledge check.
- Service relationships.
- Knowledge and content.
- Service cloud console.
- Service cloud automation.
- Social listening.
- Visual workflow.
- Customer portals.
- User adoption.
- Metrics and Key Performance Indicators (KPIs).
- Reports and analytics snapshots.
- Data migration and data integration.
- Performance optimization.
- Visualforce and Apex.
- User interface and search settings.
- Session wrap-up.