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Service Cloud Consultant
Welcome to the Service Cloud Consultant Course
Be A Salesforce Grizzly
Service Cloud Consultant Certification
Course Data & Training Model
The Grizzly Way!
Industry Knowledge (12%)
Key Performance Indicators (KPI's)
Contact Center Metrics
Business Challenges, Metrics & KPI's
Contact Center Business Challenges
Customer Service
Sales & Marketing
Internal Support
Implementation Strategies (14%)
Plan (4:15)
Analyze (4:16)
Design (4:32)
Build (2:39)
Validate (3:40)
Deployment (3:06)
Project Rollout Challenges (3:29)
Performance Assistant (3:29)
Implementation Scenarios
Contact Center Licensing (6:56)
Editions (6:29)
Scenarios & Solutions (4:47)
Deployment Strategies (3:50)
Deployment Activities (5:04)
Metadata Migrations (6:22)
Knowledge Check
Service Cloud Solution Design (20%)
Solution Design Capabilities (4:39)
Omni-Channel
Field Service
Design Considerations and Limitations
Solution Design Tradeoffs
Extending Salesforce
Requirements & Solutions
Phone Interaction Channel
Email Interaction Channel
Mobile & Messaging Channel
Help Center
Web Form
Personal & Sensitive Data
GDPR
US Privacy Laws
Sensitive Data Protection
Salesforce Security Center
Scenarios & Solutions
Knowledge Management (8%)
Knowledge Introduction
Knowledge Management Overview (1:29)
Article Lifecycle (0:53)
Article Creation (1:13)
Record Types and Data Categories (2:04)
Additional Features (1:29)
Article Creation Options (1:05)
Attaching Articles to Emails (1:01)
Ingesting Articles with Data Cloud (1:23)
Updating & Archiving Articles (1:30)
Publishing Articles (7:00)
Article Consumption & Adoption (13:33)
Article Feedback and Archival (3:11)
Unified Knowledge (4:49)
Agentforce & Knowledge (2:37)
Knowledge Centered Service (KCS) (5:25)
Benefits of KCS (5:11)
Knowledge Configuration
Knowledge Sharing (7:22)
Category Groups & Data Categories (3:16)
Data Categories (2:55)
Article Publishing Workflow (2:38)
Article Accessibility (2:37)
Intake & Interaction Channels (15%)
Interaction Channels Overview (4:01)
Phone Interaction Channel (3:44)
Messaging Interaction Channel (5:47)
Chat Interaction Channel (7:29)
Email Interaction Channel (4:34)
Help Center Interaction Channel (4:42)
Experience Cloud Interaction Channel (3:12)
Web Form Interaction Channel (3:19)
Interaction Channel Use Cases, Costs and Benefits
Overview of Interaction Channel Use Cases (5:19)
Phone Use Cases (2:31)
Mobile & Messaging Use Cases (2:51)
Chat Use Cases (2:40)
Case Management I (18%)
Introduction to Case Management - Phases
Case Creation (6:23)
Case Assignment (4:36)
Case Escalation (4:52)
Case Resolution (4:36)
Case Disposition (3:33)
Case Management Scenarios (4:20)
Contact Center Analytics (8%)
Agent Report Scenarios (2:38)
Supervisor Report Scenarios (4:36)
Manager Report Scenarios (5:07)
Executive Report Scenarios (4:37)
Contact Center Metrics (4:28)
CTI Metrics (5:03)
IVR & Misc Reports (1:00)
Integrations
Batch Data Synchronization
Quick Study Guide
Case Deflection Strategies
Cases & Communities (6:40)
Cases & Chat (10:09)
Einstein for Service (4:56)
Service Cloud Automations
Section Overview
Service Cloud Automation (3:33)
Flow Configuration (3:27)
Recommendation Strategy (3:53)
Quick Actions (3:51)
Macros (4:21)
Quick Text (3:33)
Flow Capabilities (3:55)
Flow Trigger Explorer (3:04)
Flow for Service (4:44)
Flow & Slack (8:27)
Orchestrator (5:24)
Entitlement Management
Entitlements Overview (6:11)
Entitlement Model (5:57)
Assets (4:07)
Business Hours (1:38)
Flow & Slack
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