Curriculum For This Course

Introduction and Getting Started

3Lectures

Time 00:23:16

Industry Knowledge

10Lectures

Time 00:38:38

Implementation Strategies

3Lectures

Time 00:20:04

Service Cloud Solution Design

13Lectures

Time 01:26:05

Knowledge Management

11Lectures

Time 01:07:26

Interaction Channels

29Lectures

Time 02:43:40

Case Management

21Lectures

Time 02:44:13

Contact Center Analytics

3Lectures

Time 00:10:06

Integration and Data Management

3Lectures

Time 00:14:10

Release Readiness and Updates

2Lectures

Time 00:20:38

Next Steps

5Lectures

Time 00:21:50

Introduction and Getting Started
	1. Signing Up for a Free Salesforce Account	2:38
	2. Logging into Salesforce and Switching Between Lightning and Classic	1:55
	3. Reviewing the Service Cloud Consultant Certification Exam Guide	18:43

Industry Knowledge
	1. Industry Knowledge Introduction	1:19
	2. Installing Service and Support Dashboards to Measure Contact Center Metrics	4:59
	3. Contact Center KPIs	3:56
	4. Contact Center Business Challenges and How Salesforce Helps	3:23
	5. Use Cases and Benefits for Different Interaction Channels	7:04
	6. Challenges and Considerations for Business Continuity in the Contact Center	2:21
	7. Exam Guide Sample Question #1	4:42
	8. Types of Contact Centers and Displaying the Service Console	5:44
	9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge	2:57
	10. Contact Center Components and How They Solve Business Challenges	2:13

Implementation Strategies
	1. Implementation Strategies Introduction	0:50
	2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields	14:46
	3. Contact Center Deployment Strategies	4:28

Service Cloud Solution Design
	1. Service Cloud Solution Design Introduction	0:29
	2. Analyzing Customer Requirements for Service Cloud Solution Design	8:05
	3. Extending the Service Cloud with Custom Application Development and Third-Party	3:26
	4. Key Components for Performance Optimization and Creating a Validation Rule	8:02
	5. User Experience Requirements Solved by the Salesforce Lightning Service Console	5:43
	6. Salesforce Lightning Service Console Custom List Views and Creating a New User	16:57
	7. Service Console Interaction Logs (Salesforce Classic Only)	8:37
	8. Service Console Custom Components	7:11
	9. Service Console Keyboard Shortcuts	1:36
	10. Service Console Macros	5:35
	11. Service Console Integration Toolkit and Lightning Console JavaScript API	10:53
	12. Adjusting the Service Console Settings	5:30
	13. Exam Guide Sample Question #2	4:01

Knowledge Management
	1. Knowledge Management Introduction	0:31
	2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle	8:50
	3. Managing Knowledge Adoption and Maintenance	7:36
	4. Creating Knowledge Data Categories Groups and Data Categories	7:34
	5. Creating Knowledge Article Record Types and Assigning Page Layouts	4:39
	6. Turning on the Knowledge Sidebar in the Service Console	7:15
	7. Knowledge Publishing Workflow	14:12
	8. Knowledge Data Migration Strategies	4:23
	9. Knowledge vs. Solutions	3:04
	10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions	6:24
	11. Exam Guide Sample Question #5	2:58

Interaction Channels
	1. Interaction Channels Introduction	1:41
	2. Understanding and Implementing Multiple Support Processes	4:12
	3. Mobile Interaction Channel and Creating a Mobile Case Record Type	3:14
	4. Telephony (aka ‘phone’) Interaction Channel	2:59
	5. Email Interaction Channel and Creating an Email Case Record Type	2:11
	6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address	9:56
	7. Adding Emails Related List to Cases Page Layout	5:57
	8. Configuring Email Templates for Effective Case Communications	5:08
	9. Web Interaction Channel	1:54
	10. Chat Interaction Channel – Web Chat (Live Agent)	2:28
	11. Enabling Live Agent and Creating Live Agent Users	1:54
	12. Creating Live Agent Skills	2:05
	13. Creating Live Agent Configurations	6:34
	14. Creating Live Agent Deployments	2:17
	15. Setting Up Live Agent in the Salesforce Console	2:34
	16. Creating Chat Buttons	7:25
	17. Enabling OmniChannel and Creating Service Presence Status	2:29
	18. Adding the Supervisor Panel to the Salesforce Console	4:02
	19. Social Media Interaction Channel	7:36
	20. Chatter Groups as Internal Interaction Channels	6:04
	21. Exam Guide Sample Question #4	2:17
	22. Interaction Channels UI Design Considerations	12:13
	23. Case Feed Configuration and Customization	9:01
	24. Adding and Configuring the Email Action to the Case Feed	7:00
	25. Interaction Channels Profile Design Considerations	8:05
	26. Interaction Channels Objects to Expose Design Considerations	6:48
	27. Interaction Channels Sharing Model Design Considerations	11:44
	28. Interaction Channels Reporting Design Considerations	12:24
	29. Kan Ban View and Case Feed Page Layout Assignments	11:28

Case Management
	1. Case Management Introduction	0:46
	2. Case Creation Design Considerations	3:22
	3. Case Queues Configuration	7:36
	4. Case Assignment Design Considerations	14:36
	5. OmniChannel for Routing of Cases	2:11
	6. Creating Service Channels for Omni-Channel	4:17
	7. Creating Routing Configurations for Omni-Channel	6:25
	8. Creating a Presence Status for Omni-Channel	1:29
	9. Creating Omni-Channel Permission Sets	2:35
	10. Adding Omni-Channel to your Service Console Footer	3:45
	11. Adding Sidebar Components to the Service Console	4:58
	12. Adding Fields to Page Layouts and Related Lists for Improved Usability	4:30
	13. Case Escalation Design Considerations	9:26
	14. Log a Call Activity Management and Call Disposition Design	11:44
	15. Case Resolution Design Considerations – Case Closure	7:38
	16. Enabling Entitlement Management for SLA Driven Case Management	20:10
	17. Improve Agent Productivity by Bundling Multiple Case Actions in Macros	7:53
	18. Field Service Lightning	10:27
	19. Final Live Agent Configurations	6:37
	20. Creating a Self-Service Community to Increase Case Deflection	15:28
	21. Visual Workflow Use Cases, Capabilities and Limitations for Case Management	18:20

Contact Center Analytics
	1. Contact Center Analytics Introduction	0:43
	2. Contact Center Reporting Solutions	3:03
	3. Reports and Dashboards Design Considerations	6:20

Integration and Data Management
	1. Integration and Data Management Introduction	0:51
	2. Design Considerations for Large Data and Transaction Volumes	1:53
	3. Contact Center Integration Patterns	11:26

Release Readiness and Updates
	1. Adding a Path to the Case Object - Spring '18 Release	9:45
	2. Service Setup Menu	10:53

Next Steps
	1. Next Steps Introduction	0:31
	2. Registering for the Service Cloud Consultant Certification	5:17
	3. Taking the Exam – Online vs. On-site	9:56
	4. Test Taking Strategies – Improve Your Odds of Passing the First Time	5:28
	5. Final Thoughts and a Word of Thanks	0:38

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