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Home /Salesforce/ Salesforce Service Cloud Consultant Training

Become proficient in Salesforce Service Cloud platform. Join now to learn under a Salesforce Service Cloud specialist.

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Course Duration

40 Hrs.

Live Project

2 Project

Certification Pass

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Training Format

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300+

Professionals Trained

Batches every month

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Countries & Counting

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CURRICULUM & PROJECTS

Salesforce Service Cloud Consultant Training

Getting Started Introduction

Signing Up for A Free Salesforce Account

Logging into Salesforce and Switching Between Lightning and Classic

Downloading and Reviewing the Service Cloud Consultant Certifications Exam Guide

Assigning The Service Cloud and Knowledge User Feature Licenses

Introduction and Getting Started Quiz

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Industry Knowledge Introduction

Installing Service and Support Dashboards to Measure Contact Center Metrics

Contact Center Kpis

Contact Center Business Challenges and How Salesforce Helps

Use Cases and Benefits for Different Interaction Channels

Challenges and Considerations for Business Continuity in The Contact Center

Types of Contact Centers and Displaying the Service Console

KCS Core Tenets and A Glimpse of the Service Setup Menu and Salesforce Knowledge

Contact Center Components and How They Solve Business Challenges

Practice Activity Industry Knowledge Trailhead Units

Industry Knowledge Quiz

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Implementation Strategies Introduction

Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields

Contact Center Deployment Strategies

Practice Activity Implementation Strategies Trailhead Units

Implementation Strategies Quiz

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Service Cloud Solution Design Introduction

Analyzing Customer Requirements for Service Cloud Solution Design

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

Key Components for Performance Optimization and Creating a Validation Rule

User Experience Requirements Solved by the Salesforce Lightning Service Console

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

Service Console Interaction Logs (Salesforce Classic Only)

Service Console Custom Components

Service Console Keyboard Shortcuts

Service Console Macros

Service Console Integration Toolkit and Lightning Console JavaScript API

Adjusting the Service Console Settings

Practice Activity Service Cloud Solution Design Trailhead Units

Service Cloud Solution Design Quiz

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Knowledge Management Introduction

Enabling Salesforce Knowledge and the Knowledge Article Lifecycle

Managing Knowledge Adoption and Maintenance

Creating Knowledge Data Categories Groups and Data Categories

Creating Knowledge Article Record Types and Assigning Page Layouts

Turning on the Knowledge Sidebar in the Service Console

Knowledge Publishing Workflow

Knowledge Data Migration Strategies

Knowledge vs. Solutions

Practice Activity Knowledge Management Trailhead Units

Knowledge Management Quiz

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Interaction Channels Introduction

Understanding and Implementing Multiple Support Processes Mobile Interaction Channel and Creating a Mobile Case Record Type

Telephony (aka phone) Interaction Channel

Email Interaction Channel and Creating an Email Case Record Type

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

Adding Emails Related List to Cases Page Layout

Configuring Email Templates for Effective Case Communications

Web Interaction Channel

Chat Interaction Channel Web Chat (Live Agent)

Enabling Live Agent and Creating Live Agent Users

Creating Live Agent Skills

Creating Live Agent Configurations

Creating Live Agent Deployments

Setting Up Live Agent in the Salesforce Console

Creating Chat Buttons

Enabling OmniChannel and Creating Service Presence Status

Adding the Supervisor Panel to the Salesforce Console

Social Media Interaction Channel

Chatter Groups as Internal Interaction Channels

Exam Guide Sample Question

Interaction Channels UI Design Considerations

Case Feed Configuration and Customization

Adding and Configuring the Email Action to the Case Feed

Interaction Channels Profile Design Considerations

Interaction Channels Objects to Expose Design Considerations

Interaction Channels Sharing Model Design Considerations

Interaction Channels Reporting Design Considerations

Kan Ban View and Case Feed Page Layout Assignments

Practice Activity Interaction Channels Trailhead Units

Interaction Channels Quiz

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Case Management Introduction

Designing a Case Management Solution

Case Creation Design Considerations

Case Queues Configuration

Case Assignment Design Considerations

Omni Channel for Routing of Cases

Creating Service Channels for Omni-Channel

Creating Routing Configurations for Omni-Channel

Creating a Presence Status for Omni-Channel

Creating Omni-Channel Permission Sets

Adding Omni-Channel to your Service Console Footer

Adding Sidebar Components to the Service Console

Adding Fields to Page Layouts and Related Lists for Improved Usability

Case Escalation Design Considerations

Log a Call Activity Management and Call Disposition Design

Case Resolution Design Considerations Case Closure

Enabling Entitlement Management for SLA Driven Case Management

Improve Agent Productivity by Bundling Multiple Case Actions in Macros

Field Service Lightning

Final Live Agent Configurations

Creating a Self-Service Community to Increase Case Deflection

Visual Workflow Use Cases, Capabilities and Limitations for Case Management

Practice Activity Case Management Trailhead Units

Case Management Quiz

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Contact Center Analytics Introduction

Contact Center Reporting Solutions

Reports and Dashboards Design Considerations

Practice Activity Contact Center Analytics Trailhead Units

Contact Center Analytics Quiz

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Integration and Data Management Introduction

Design Considerations for Large Data and Transaction Volumes

Contact Center Integration Patterns

Practice Activity Integration and Data Management Trailhead Units

Integration and Data Management Quiz

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Service Setup Menu

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+ More Lessons

Course Design By

Nasscom & Wipro

Course Offered By

Croma Campus

Real

Stories

success

inspiration

Abhishek

career upgrad

Upasana Singh

career upgrad

Shashank

career upgrad

Abhishek Rawat

career upgrad

Course Duration

40 Hrs.

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Weekday1 Hr/Day

Weekend2 Hr/Day

Training ModeClassroom/Online

Flexible Batches For You

05-Jul-2025*
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SAT - SUN
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07-Jul-2025*
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09-Jul-2025*
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05-Jul-2025*
Weekend

SAT - SUN

Mor | Aft | Eve - Slot

07-Jul-2025*
Weekday

MON - FRI

Mor | Aft | Eve - Slot

09-Jul-2025*
Weekday

MON - FRI

Mor | Aft | Eve - Slot

Course Price :

For Indian

35,000 31,500 10 % OFF, Save 3500

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SELF ASSESSMENT

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Mock Session

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LMS Learning

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Career Support

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completion of program

Salesforce Service Cloud Consultant Training

Category	Associate
Exam Name:	Salesforce Service Cloud Consultant
Exam Code:	CRT-261
Exam Duration:	105 Minutes
Exam Format:	Multiple Choice & Scenario-Based Questions
Passing Score:	70% and above

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