Prepare for your Service Cloud Consultant Certification Exam

Discover how to boost your exam readiness and gain the confidence you need to become a Salesforce Certified Service Cloud Consultant. In this 1-day instructor-led certification prep course, reinforce your knowledge of Service Cloud features and functionality by reviewing exam objectives, including implementation strategies, solution design, knowledge and case management, intake and interaction channels, Contact Center Analytics, and integrations. Answer practice questions to assess your knowledge of exam topics and maximize your success on the Salesforce Service Cloud Consultant certification exam

Who Can Benefit

• This course is designed for anyone who is actively preparing to earn their Service Cloud Consultant credential. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, have at least two years of experience implementing Service Cloud solutions, and feel comfortable with all concepts covered in the Salesforce Certified Service Cloud Consultant Exam Guide.

Skills Gained

• When you complete this class, you will be able to:
• Recall exam objectives.
• Discuss product features and functionality covered on the exam.
• Assess your exam readiness by answering practice questions.

Course Content

Lessons and Topics

• Lesson 1: Introduction and Exam Overview
• Lesson 2: Implementation Strategies
• Lesson 3: Solution Design
• Lesson 4: Knowledge Management
• Lesson 5: Interaction Channels
• Lesson 6: Case Management
• Lesson 7: Contact Center Analytics
• Lesson 8: Integration and Data Management
• Lesson 9: Service Console
• Lesson 10: Practice Exam

• Contact Center Analytics
• Generate Contact Center Metrics
• Identify Contact Center Visibility
• Review Analytics Report Types
• Discuss Reporting Snapshots
• Understand Historical Trend Reporting

• Integrations
• Identify Integrations and Extensions
• Review Incident Management
• Discuss Salesforce Connect
• Understand Flow Orchestration