SERVICE CLOUD CONSULTANT STUDY GUIDE

Explain the factors that influence key contact center metrics, KPIs, and business challenges.

• Service Cloud Platform Quick Look (40 mins)
• Service Cloud Platform Efficiency (55 mins)
• Service Metrics (35 mins)
• How Do You Measure the Performance of Your Call Center (10 mins)

Explain the use cases and benefits for different interaction channels.

• Contact Center Transformation (45 mins)
• Service Cloud Channels (10 mins)
• Customer Engagement Channels in Service Cloud (5 mins)

Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

• Call Center (15 mins)
• Discovering Right Contact Center Solution for Your Business (15 mins)

Identify the benefits of a Knowledge base

• What is knowledge management and its importance? (15 mins)
• Knowledge Management Benefits (15 mins)
• Benefits of a Knowledge Base (15 mins)

Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).

• BEST PRACTICES: 5 steps to a Successful Implementation (15 mins)
• Salesforce Agile Basics (30 mins)
• Develop Your Implementation Plan (10 mins)
• Application Lifecycle and Development Models (40 mins)

Given a scenario, determine appropriate contact center licensing and deployment strategies.

• Here's How You Can Get the Most Out of Your Call Center (10 mins)
• Change Set Development Model (30 mins)
• Org Development Model (35 mins)
• Package Development Model (50 mins)

Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.

• Service Cloud for Lightning Experience (95 mins)
• Service Cloud for Salesforce Classic (120 mins)
• Contact Center Design and Setup (30 mins)

Distinguish the key components that contribute to performance optimization within a design.

• Service Cloud Agent Productivity (100 mins)
• Service Cloud Platform Efficiency (55 mins)

Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning.

• Call Center Integration for Lightning Experience (35 mins)
• Community Cloud Basics (55 mins)
• Field Service Lightning Basics (45 mins)
• Salesforce Open CTI (15 mins)
• Salesforce Community Cloud Demo (2 mins)
• Field Service Lightning Demo (2 mins)

Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

• Salesforce Knowledge (10 mins)
• Knowledge Basics for Salesforce Classic (75 mins)
• Knowledge Basics for Lightning Experience (30 mins)
• Knowledge Search Basics (70 mins)
• Set Up Salesforce Knowledge - Project (75 mins)
• Salesforce Knowledge: Overview and Best Practices (30 mins)
• Lightning Knowledge Guide (120 mins)
• Salesforce Knowledge Guide - Classic (120 mins)
• Service Knowledge Feature Demo (21 mins)

Given business process requirements, determine the appropriate approach to manage Knowledge adoption

and maintenance.

• Salesforce Knowledge Article Versions (10 mins)
• Archive Articles (10 mins)
• Knowledge Base Dashboards & Reports (5 mins)

Given a set of requirements, determine how to configure data categories, article types, articles, and

publishing workflow.

• Lightning Knowledge Setup and Customization (125 mins)
• Work with Data Categories (20 mins)
• Record Type Considerations for Lightning Knowledge (15 mins)
• Create and Edit Articles (10 mins)
• Publish Articles (10 mins)

Distinguish the key factors to consider when designing a Knowledge data migration strategy.

• Migrating Knowledge Base to Salesforce (15 mins)

Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.

• Lightning Knowledge Migration (95 mins)
• Lightning Knowledge Migration Tool (15 mins)
• Lightning Knowledge Migration Tool Video (5 mins)

Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat, SOS/video channel, and social media.

• Omni-Channel for Lightning Experience (105 mins)
• Web Chat Basics (80 mins)
• Live Agent Basics (45 mins)
• Service Cloud Channels (10 mins)
• Phone from a Call Center (10 mins)
• Messaging (20 mins)
• Connect to Customers With Social Customer Service (20 mins)
• Service Cloud SOS Demo (2 mins)
• Service Cloud Messaging (1 mins)
• Service Cloud Live Agent Feature Demo (2 mins)
• Salesforce Social Customer Service Demo (2 mins)

Given business process requirements, determine the appropriate approach to case submission.

• Web-To-Case Overview (20 mins)
• Set Up Email-To Case (20 mins)
• Set Up On-Demand Email-To-Case (20 mins)

Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

• Process Design Without Limits (50 mins)
• Service Cloud Channels (10 mins)

Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

• Automate Case Management - Unit (30 mins)
• Case Management Implementation Guide (60 mins)
• Setting Up Customer Support Cheatsheet (10 mins)
• Set Up and Manage Cases (10 mins)
• Assigning Cases (15 mins)
• Set Up Assignment Rules (15 mins)
• Set Up Escalation Rules (15 mins)
• Escalation Rule Examples and Best Practices (10 mins)
• Close Cases (5 mins)
• Solve Cases (5 mins)

Describe the relationships between cases and other areas such as assets, entitlements, work orders,

Communities, Live Agent, and Knowledge.

• Build a Community with Knowledge and Chat (70 mins)
• Set Up and Manage Assets (15 mins)
• Entitlements (15 mins)
• Set Up Work Order Management (15 mins)
• Salesforce Communities Overview (15 mins)
• Chat on Your Website with Live Agent (15 mins)
• Enable Suggested Articles to Solve Cases (5 mins)

Given a set of KPIs, determine the appropriate case management solution.

• Create a Process for Managing Support Cases (35 mins)
• Service Cloud Specialist - Trailhead Superbadge (240 mins)

Explain the capabilities, use cases, and how to configure the service entitlements and milestones in

Salesforce.

• Entitlement Management (75 mins)
• Set Up Case Escalations and Entitlements (110 mins)

Explain the use cases, capabilities, and limitations of Flow important to case management.

• Lightning Flow for Service (45 mins)
• Lightning Flow for Service and the Guided Action List Component (15 mins)

Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).

• Lightning Flow Trailhead for Service (45 mins)
• Service Cloud Agent Productivity (100 mins)
• Step By Step Guide on Getting Started with Salesforce Macros (30 mins)
• Quick Actions (20 mins)
• Set Up a Mass Quick Action (10 mins)
• Set Up and Use Quick Text (15 mins)
• Share Quick Text (10 mins)
• Quick Text Considerations (10 mins)

Identify use cases and capabilities Social Customer Service

• Social Customer Service Strategies (40 mins)
• How to use Salesforce to Provide Customer Service on Facebook & Twitter (30 mins)
• Social Customer Service (15 mins)
• Set Up Social Customer Service with a Guided Setup Flow (15 mins)
• Administer Social Customer Service (15 mins)
• Engage and Respond Using Social Customer Service (15 mins)

Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).

• Blog Understanding Call Center Analytics (15 mins)
• Article Tips for Effective Support Reporting (10 mins)

Given a scenario, evaluate the considerations when designing reports and dashboards to serve different

stakeholders (agents, supervisors, managers, executives).

• Article Using Custom Report Types to Report on Support Activities (10 mins)

Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

• Large Data Volumes (40 mins)
• Best Practices for Deployments with Large Data Volumes (60 mins)
• Two Steps to Optimize Your Data Model and Avoid CRM Performance Degradation (15 mins)

Explain the use cases and considerations common to contact center integration patterns.

• Integration Patterns and Practices (90 mins)

Given a scenario, identify the appropriate Service Console features to meet the business need.

• Step By Step Guide on Getting Started with Salesforce Console (30 mins)
• Article Lightning Service Console (10 mins)
• Article Lightning Console Features (15 mins)

Explain how different Service Console features work together to deliver business value.

• Service Console Components (85 mins)
• Service Console Customization (95 mins)
• Set Up Service Console - Project (60 mins)

Given a set of business requirements, describe how a feature should be implemented.

• Plan Your Salesforce Console Implementation (5 mins)
• Planning Questions (15 mins)
• Salesforce Console Implementation Tips (10 mins)