SERVICE CLOUD CONSULTANT
Master the Salesforce Service Cloud Consultant certification with a course built for serious professionals. You'll gain hands-on skills to design scalable support solutions, optimize service operations, and ace the exam—guided by a proven trainer who's been in the field. If you're ready to lead in customer service strategy, this is your next move.
Example Curriculum
Welcome to the Service Cloud Consultant Course
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Industry Knowledge (12%)
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Implementation Strategies (14%)
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- 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%)
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- 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%)
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- 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
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Intake & Interaction Channels (15%)
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Interaction Channel Use Cases, Costs and Benefits
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Case Management I (18%)
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Contact Center Analytics (8%)
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Integrations
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Case Deflection Strategies
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Service Cloud Automations
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Entitlement Management
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