Prerequisites
To apply for the Salesforce Service Cloud Training, you need to either:
Course Curriculum
Module 1: Salesforce Service Cloud Industry Knowledge
- You will explore the contact center analytics, KPI’s, Business challenges
- Explore the costs, use cases, interaction channel benefits.
- Identify challenges and compare the different contact centers, identifying the core tenets of KCS.
- Explore various components of their contact center and solve the business challenges.
Module 2: Salesforce Service Cloud implementation strategies
- Discussing about the contact center consulting engagement
- Determining the contact center deployment strategies.
Module 3: Service cloud solution design
- Properly analyzing the customer needs to design the appropriate solutions.
- Discuss about the key elements that help in improving the performance of the design.
- Identify when to use the custom application development or third party applications.
Module 4: Knowledge management
- Illustrate the lifecycle of the information article, such as creation, authoring, utilization and responses.
- Evaluate, taking into account the requirements of business process, the suitable way of managing the implementation and upkeep of knowledge
- Compare and contrast Files, Contents, Solutions and Knowledge.
- Evaluate how to customize data categories, article types, and publishing workflows, given the set of requirements.
- Differentiate primary things that need to be considered while designing an Information Data Migration Strategic plan.
Module 5: Case management
- Construct a case management solution from case creation to closure, including case assignment, case escalation, case resolution, and case disposition, given the set of requirements.
- Describes the relationship between cases and other areas, such as assets, entitlements, Communities, Live Agents and Knowledge.
- Identify the right case management solution in the context of a set of KPIs
- Identify the use of cases for Chatter, Chatter Answers and Case Feed in case management
- Understand the capabilities, use cases, and configuration of service entitlements in Salesforce.
- Understand the use of cases, advantages and limitations of visual Workflow relevant to case management
- Define the capacity to manage cases using social media
Module 6: Contact center analytics
- Determine the most appropriate enduring relationship, taking into consideration data sources, data volume and various contact center technologies, in the context of a set of desired metrics.
- In the context of a scenario, evaluate considerations when designing reports and dashboards to serve different stakeholders.
- In the context of a scenario, suggest proper approaches to measure the size of the customer, the design of the implementation and the required metrics.
Module 7: Interaction Channels
- Identify the use of cases and usability for each communication channel, such as mobile, phone, email, web, chat and social media.
- Difference between both the accessible email-to-case and web-to-case solutions and understand that each solution can be optimized.
- Discuss the concept, architectural design, and consequences of Open CTI.
- In view of the set of requirements, the appropriate Community solution should be recommended
- Understand design considerations and industry standards when setting up a communication channel solution.
Module 8: Integration and data management
- In the context of the scenario, evaluate the significance and design factors of huge data and transaction volumes.
- Understand cases of use and factors prevalent to contact center integration patterns.
- Understand cases and factors for data migration and quality management.
Module 9: Conclusion
- Summarize all the points discussed.
