[TutsNode.com] - Salesforce Service Cloud Consultant Certification Course

  10. Release Readiness and Updates

   1. Adding a Path to the Case Object - Spring '18 Release.mp4

   2. Service Setup Menu.srt

  1. Introduction and Getting Started

   1. Getting Started Introduction.srt

   2. Signing Up for a Free Salesforce Account.mp4

   2.1 Free Salesforce Account Signup.html

   3. Logging into Salesforce and Switching Between Lightning and Classic.srt

   4. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.srt

   5. Assigning the Service Cloud and Knowledge User Feature Licenses.mp4

   6. Introduction and Getting Started Quiz.html

  2. Industry Knowledge

   1. Industry Knowledge Introduction.srt

   2. Installing Service and Support Dashboards to Measure Contact Center Metrics.srt

   2.2 Service and Support Reports and Dashboards - AppExchange App.html

   2.4 Contact Center Glossary.html

   3. Contact Center KPIs.srt

   3.2 Service Wave Demo.html

   3.4 Wave App for Service 1 Sheet.html

   4. Contact Center Business Challenges and How Salesforce Helps.srt

   5. Use Cases and Benefits for Different Interaction Channels.srt

   6. Challenges and Considerations for Business Continuity in the Contact Center.srt

   7. Exam Guide Sample Question #1.srt

   8. Types of Contact Centers and Displaying the Service Console.srt

   9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.srt

   9.2 Consortium for Service Innovation - KCS - Knowledge Centered Service.html

   10. Contact Center Components and How They Solve Business Challenges.srt

   10.2 Call Center Acronyms - by TalkDesk.html

   12. Industry Knowledge Quiz.html

  3. Implementation Strategies

   1. Implementation Strategies Introduction.srt

   2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.srt

   3. Contact Center Deployment Strategies.srt

   3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html

   5. Implementation Strategies Quiz.html

  4. Service Cloud Solution Design

   1. Service Cloud Solution Design Introduction.srt

   2. Analyzing Customer Requirements for Service Cloud Solution Design.srt

   3. Extending the Service Cloud with Custom Application Development and Third-Party.srt

   4. Key Components for Performance Optimization and Creating a Validation Rule.srt

   5. User Experience Requirements Solved by the Salesforce Lightning Service Console.srt

   6. Salesforce Lightning Service Console Custom List Views and Creating a New User.srt

   7. Service Console Interaction Logs (Salesforce Classic Only).mp4

   7.1 Turn On Interaction Logs for a Console in Salesforce Classic.html

   7.3 Set Up Interaction Logs for a Console in Salesforce Classic (Help Article).html

   8. Service Console Custom Components.srt

   9. Service Console Keyboard Shortcuts.srt

   9.2 Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic.html

   10. Service Console Macros.mp4

   10.1 Creating Macros in Salesforce Classic.html

   10.3 Bulk Macros.html

   10.5 Examples of Macros in Salesforce Classic.html

   11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp4

   11.1 What Features Are Available in Lightning Console Apps.html

   11.3 Salesforce Console Integration Toolkit Developer Guide.html

   12. Adjusting the Service Console Settings.mp4

   13. Exam Guide Sample Question #2.mp4

   14. Practice Activity – Service Cloud Solution Design Trailhead Units.html

  5. Knowledge Management

   1. Knowledge Management Introduction.srt

   2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.srt

   3. Managing Knowledge Adoption and Maintenance.mp4

   3.1 Knowledge Base Dashboards & Reports.html

   4. Creating Knowledge Data Categories Groups and Data Categories.srt

   4.2 Keyboard Shortcuts for Data Categories.html

   5. Creating Knowledge Article Record Types and Assigning Page Layouts.srt

   6. Turning on the Knowledge Sidebar in the Service Console.srt

   7. Knowledge Publishing Workflow.srt

   8. Knowledge Data Migration Strategies.mp4

   8.1 Salesforce Knowledge Implementation Guide.html

   9. Knowledge vs. Solutions.srt

   10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.srt

   11. Exam Guide Sample Question #5.srt

   13. Knowledge Management Quiz.html

  6. Interaction Channels

   1. Interaction Channels Introduction.srt

   2. Understanding and Implementing Multiple Support Processes.srt

   3. Mobile Interaction Channel and Creating a Mobile Case Record Type.mp4

   4. Telephony (aka ‘phone’) Interaction Channel.mp4

   5. Email Interaction Channel and Creating an Email Case Record Type.mp4

   6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.mp4

   6.1 Email-to-Case Help Article.html

   7. Adding Emails Related List to Cases Page Layout.srt

   8. Configuring Email Templates for Effective Case Communications.srt

   9. Web Interaction Channel.srt

   10. Chat Interaction Channel – Web Chat (Live Agent).srt

   11. Enabling Live Agent and Creating Live Agent Users.srt

   12. Creating Live Agent Skills.srt

   13. Creating Live Agent Configurations.srt

   14. Creating Live Agent Deployments.srt

   15. Setting Up Live Agent in the Salesforce Console.srt

   16. Creating Chat Buttons.srt

   17. Enabling OmniChannel and Creating Service Presence Status.srt

   18. Adding the Supervisor Panel to the Salesforce Console.srt

   19. Social Media Interaction Channel.srt

   19.2 Social Studio Home Page.html

   19.4 Marketing Cloud Social Specialist Certification Information.html

   20. Chatter Groups as Internal Interaction Channels.srt

   21. Exam Guide Sample Question #4.srt

   22. Interaction Channels UI Design Considerations.srt

   23. Case Feed Configuration and Customization.srt

   24. Adding and Configuring the Email Action to the Case Feed.srt

   25. Interaction Channels Profile Design Considerations.srt

   26. Interaction Channels Objects to Expose Design Considerations.srt

   27. Interaction Channels Sharing Model Design Considerations.mp4

   28. Interaction Channels Reporting Design Considerations.mp4

   28.1 AppExchange Dashboard Pack for Marketing, Sales and Service.html

   29. Kan Ban View and Case Feed Page Layout Assignments.mp4

   30. Practice Activity – Interaction Channels Trailhead Units.html

  7. Case Management

   1. Case Management Introduction.srt

   2. Designing a Case Management Solution.srt

   3. Case Creation Design Considerations.srt

   4. Case Queues Configuration.srt

   5. Case Assignment Design Considerations.srt

   6. OmniChannel for Routing of Cases.srt

   6.2 OmniChannel Implementation Guide.html

   7. Creating Service Channels for Omni-Channel.srt

   8. Creating Routing Configurations for Omni-Channel.mp4

   9. Creating a Presence Status for Omni-Channel.mp4

   10. Creating Omni-Channel Permission Sets.mp4

   11. Adding Omni-Channel to your Service Console Footer.mp4

   12. Adding Sidebar Components to the Service Console.mp4

   13. Adding Fields to Page Layouts and Related Lists for Improved Usability.mp4

   14. Case Escalation Design Considerations.mp4

   15. Log a Call Activity Management and Call Disposition Design.mp4

   16. Case Resolution Design Considerations – Case Closure.mp4

   16.1 Idea Exchange - Vote on Close Case ButtonPage Missing in Lightning Experience.html

   17. Enabling Entitlement Management for SLA Driven Case Management.srt

   17.2 Entitlement Setup Checklist.html

   17.4 Entitlement Management Help Topic.html

   18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.srt

   19. Field Service Lightning.mp4

   19.1 Set Up Field Service Lightning (Help Article).html

   19.3 Complete Guide to Field Service (PDF).html

   19.5 Field Service Lightning Managed Package Installation Page.html

   20. Final Live Agent Configurations.srt

   21. Creating a Self-Service Community to Increase Case Deflection.srt

   21.2 Set Up and Manage Communities Guide (PDF).html

   21.4 Introducing Lightning Bolt.html

   21.6 Which Community Template Should I Use.html

   22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.srt

   22.2 Visual Workflow Guide.html

   22.4 Create a Satisfaction Survey Using Flows - Trailhead Module.html

   24. Case Management Quiz.html

  8. Contact Center Analytics

   1. Contact Center Analytics Introduction.srt

   2. Contact Center Reporting Solutions.srt

   3. Reports and Dashboards Design Considerations.mp4

   4. Practice Activity – Contact Center Analytics Trailhead Units.html

  9. Integration and Data Management

   1. Integration and Data Management Introduction.srt

   2. Design Considerations for Large Data and Transaction Volumes.srt

   3. Contact Center Integration Patterns.mp4

   3.1 Get Started with Open CTI.html

   3.3 Lightning Open CTI Demo Adapter Install Instructions and More.html

   5. Integration and Data Management Quiz.html

  11. Next Steps

   1. Next Steps Introduction.srt

   2. Registering for the Service Cloud Consultant Certification.srt

   3. Taking the Exam – Online vs. On-site.srt

   4. Test Taking Strategies – Improve Your Odds of Passing the First Time.srt

   5. Final Thoughts and a Word of Thanks.srt

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