|
|
|
|
|
|
Overview:
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.
Audience:
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.
Course duration:
3 days
Course outline:
Day 1
- 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
Day 2
- Security and sharing knowledge check.
- Service relationships.
- Knowledge.
- Knowledge and content.
- Service cloud console.
- Service cloud automation.
Day 3
- Chatter.
- 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.
- User interface and searc
- Visualforce and Apex.h settings.
- Session wrap-up.
|
|
|
|
|
