Salesforce Service Cloud Consultant Certification Course

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 des