Salesforce Service Cloud Consultant

Rate the Course:   
4.60 out of 5 - Based on 288 Ratings

Croma Campus is one of the best “Salesforce Service Cloud Consultant” Training Institute within the Salesforce market; you need to have idea about certain concepts that will always help you to discharge your duties. You must be able to build up channels of interfaces as well as interaction that will increase your growth and productivity of your clients. Your solutions must also have contact centers disburse in, and which can be done with the use of portals, or aid in certain scenarios. You must be able to effectively & efficiently manage and maintain data and design analytics that will cater you to monitor the metrics used in cloud service.

Pre-requisites:-

. Understanding of Data Management
. In hand experience of Service Cloud implementations
. Powerful diagnostic and logical skills.
. Knowledge of Cloud Computing Technology
. Basic knowledge and huge experience in Salesforce CRM

Key Features of Salesforce Service Cloud Consultant Training are:

  • Design POC (Proof of Concept): This process is used to ensure the feasibility of the client application.
  • Video Recording of every session will be provided to candidates.
  • Live Project Based Training.
  • Job-Oriented Course Curriculum.
  • Course Curriculum is approved by Hiring Professionals of our client.
  • Post Training Support will helps the associate to implement the knowledge on client Projects.
  • Certification Based Training are designed by Certified Professionals from the relevant industries focusing on the needs of the market & certification requirement.
  • Interview calls till placement.

Industry Knowledge

  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
  • Explain the uses cases, costs and benefits for different interaction channels.
  • Identify challenges and considerations for business continuity in the contact center.
  • Compare and contrast the different types of contact centers and their business drivers.
  • Identify the core tenets of KCS.
  • Describe how various components of a contact center can solve different business challenges.

Implementation Strategies

  • Given a scenario, determine how to facilitate a successful consulting engagement
  • Given a scenario, determine appropriate contact center deployment strategies.

Service Cloud Solution Design

  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
  • Distinguish when it is appropriate to include custom application development or third-party applications.
  • Distinguish the key components that contribute to performance optimization within a design.
  • Describe the user experience requirements that can be solved by the Salesforce Console for Service.

Account and Contact Management

  • Identify use cases and design considerations for social accounts and contacts.
  • Explain how the ownership of account and contact records drive visibility of related sales information such as opportunities, activities, etc.
  • Explain the various methods for establishing relationships between accounts and contacts.
  • Explain the impact of having an account hierarchy.
  • Explain the methods for populating and maintaining account and contact data using data enrichment tools.
  • Explain the use cases and implications for implementing person accounts.

Knowledge Management

  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
  • Compare and contrast Files, Content, Solutions, and Knowledge.
  • Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.
  • Distinguish the key factors to consider when designing a Knowledge data migration strategy.

Interaction Channels

  • Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
  • Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
  • Explain the Open CTI features, architecture, and implications.
  • Given a set of requirements, recommend the appropriate Communities solution.
  • Explain the design considerations and best practices when configuring an interaction channel solution.

Case Management

  • 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.
  • Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge.
  • Given a set of KPIs, determine the appropriate case management solution.
  • Identify use cases for Chatter, Chatter Answers and Case Feed within case management.
  • Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.
  • Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management.
  • Identify capabilities for managing cases using social media.

Contact Center Analytics

  • Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies.
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
  • Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics.

Integration and Data Management

  • Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
  • Explain the use cases and considerations common to contact center integration patterns.
  • Explain the use cases and considerations for data migration and data quality.
  • Salesforce Certified Service Cloud Consultantsalesforce service cloud

    Salesforce Certified Service Cloud Consultant Exam :
    • Number of Questions: 60
    • Item Types: Multiple Choice
    • Exam time: 105 Mins.
    • Passing score: 68%
    • Price: $200 USD
    • Retake Fee: USD 100

    Syllabus for Salesforce Service Cloud Consultant Certification Exam

    Industry Knowledge 15%
    • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
    • Explain the uses cases, costs and benefits for different interaction channels.
    • Identify challenges and considerations for business continuity in the contact center.
    • Compare and contrast the different types of contact centers and their business drivers.
    • Identify the core tenets of KCS.
    • Describe how various components of a contact center can solve different business challenges.
    Implementation Strategies 05%
    • Given a scenario, determine how to facilitate a successful consulting engagement
    • Given a scenario, determine appropriate contact center deployment strategies.
    Service Cloud Solution Design 15%
    • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
    • Distinguish when it is appropriate to include custom application development or third-party applications.
    • Distinguish the key components that contribute to performance optimization within a design.
    • Describe the user experience requirements that can be solved by the Salesforce Console for Service.
    Account and Contact Management 12%
    • Identify use cases and design considerations for social accounts and contacts.
    • Explain how the ownership of account and contact records drive visibility of related sales information such as opportunities, activities, etc.
    • Explain the various methods for establishing relationships between accounts and contacts.
    • Explain the impact of having an account hierarchy.
    • Explain the methods for populating and maintaining account and contact data using data enrichment tools.
    • Explain the use cases and implications for implementing person accounts.
    Knowledge Management 11%
    • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
    • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
    • Compare and contrast Files, Content, Solutions, and Knowledge.
    • Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.
    • Distinguish the key factors to consider when designing a Knowledge data migration strategy.
    Interaction Channels 15%
    • Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
    • Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
    • Explain the Open CTI features, architecture, and implications.
    • Given a set of requirements, recommend the appropriate Communities solution.
    • Explain the design considerations and best practices when configuring an interaction channel solution.
    Case Management 25%
    • 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.
    • Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge.
    • Given a set of KPIs, determine the appropriate case management solution.
    • Identify use cases for Chatter, Chatter Answers and Case Feed within case management.
    • Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.
    • Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management.
    • Identify capabilities for managing cases using social media.
    Contact Center Analytics 07%
    • Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies.
    • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
    • Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics.
    Integration and Data Management 07%
    • Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
    • Explain the use cases and considerations common to contact center integration patterns.
    • Explain the use cases and considerations for data migration and data quality.

    View Details

Please write to us at info@cromacampus.com for the course price, schedule & location.

Enquire Now

Frequently Asked Questions:

All training courses offered by us are through IT Professional with 10+ years of experience. Freshers/College Students/Professionals(IT & Non-IT) can spot the quality of training by attending one lecture. Hence, we provide one free demo class to all our trainees so that they can judge on their own.

No, you don’t have to pay anything to attend the demo class. You are required to pay the training fee after free demo only if you are fully satisfied and want to continue the training.

To register for free demo, visit our campus or call our counsellors on the numbers given on contact us page.

Yes, all the trainees shall work on live projects provided by Croma Campus after completing their training part.

You will never lose any lecture. You can choose either of the two options:
View the recorded session of the class available in your LMS.
You can attend the missed session, in any other live batch.

Please note, access to the course material will be available for lifetime once you have enrolled into the course.

Yes, Training certificate & Project completion will be issued by Croma Campus(ISO 9001-2000 Certified Training Center)

Yes, Croma Campus conduct special training programs on week end for college students throughout the year.

Croma Campus is the largest education company and lots of recruitment firms contacts us for our students profiles from time to time. Since there is a big demand for this skill, we help our certified students get connected to prospective employers. We also help our customers prepare their resumes, work on real life projects and provide assistance for interview preparation. Having said that, please understand that we don’t guarantee any placements however if you go through the course diligently and complete the project you will have a very good hands on experience to work on a Live project.

Yes, Course Fee can be paid in two equal installments with prior Approval.

Yes, Croma Campus offer various group or special discounts.

No, Lab is open from 8 A.M. to 8 P.M. seven days a week. This time can be extended upto 11 PM if need arises.

Yes, students can take breaks during their exams and can resume it later without paying any fee. Apart from this, Students can attend batches for revision even after completion of their courses.

Batch strength differ from technology to technology. Minimum batch strength at Croma Campus is 10 and maximum batch strength is 30.

Drop us a query

Course Features

Get Practical and Well focused training from Top IT Industry experts.

Get Routine assignments based on learning from previous classes.

Live project, during or after the completion of the syllabus.

Lifetime access to the learning management system including Class recordings, presentations, sample code and projects

Lifetime access to the support team (available 24/7) in resolving queries during and after the course completion

Get certification after the course completion.

+91-9711526942 whatsapp

Testimonials