Salesforce Prepare for your Service Cloud Consultant Certification Exam (CRT261)

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Course Overview

Discover how to boost your exam readiness and gain the confidence you need to become a Salesforce Certified Service Cloud Consultant. In this 1-day instructor-led certification prep course, reinforce your knowledge of Service Cloud features and functionality by reviewing exam objectives, including implementation strategies, solution design, knowledge and case management, intake and interaction channels, Contact Center Analytics, and integrations. Answer practice questions to assess your knowledge of exam topics and maximize your success on the Salesforce Service Cloud Consultant certification exam.

Who Should Attend

  • This course is designed for anyone who is actively preparing to earn their Service Cloud Consultant credential.
  • Please Note: This course includes a voucher for the Salesforce Service Cloud Consultant certification exam.

Course Objectives

    • Recall exam objectives.
    • Discuss product features and functionality covered on the exam.
    • Assess your exam readiness by answering practice questions.
    • What prework is needed?

Course Outline

1. Industry Knowledge

  • Review Contact Center Metrics
  • Understand Service Analytics

2. Implementation Strategies

  • Review Consulting Engagements
  • Identify Deployment Strategies
  • Understand Data Migration
  • Discuss Data Quality

3. Service Cloud Solution Design

  • Discuss Licensing and Permission Sets
  • Understand the Lightning Service Console
  • Review Einstein for Service
  • Identify Productivity Solutions
  • Explore Experience Cloud Sites

4. Knowledge Management

  • Review Knowledge-Centered Support
  • Define the Knowledge Article Lifecycle
  • Discuss Data Categories and Record Types
  • Understand Knowledge Migration

5. Intake and Interaction Channels

  • Define Interaction Channels
  • Review Mobile Publisher
  • Discuss Omni-Channel Routing
  • Understand Omni-Channel Supervisor
  • Review Einstein Classification and Case Routing

6. Case Management

  • Review a Common Support Call
  • Discuss Case Reduction
  • Review Case Routing and Resolution
  • Examine Service Cloud Objects and Relationships
  • Define Entitlement Processes
  • Identify Milestones
  • Discuss Business and Holiday Hours
  • Understand Case Collaboration
  • Understand Case Automation

7. Contact Center Analytics

  • Generate Contact Center Metrics
  • Identify Contact Center Visibility
  • Review Analytics Report Types
  • Discuss Reporting Snapshots
  • Understand Historical Trend Reporting

8. Integrations

  • Identify Integrations and Extensions
  • Review Incident Management
  • Discuss Salesforce Connect
  • Understand Flow Orchestration

9. Practice Exam

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Class Dates & Times

Class times are listed Eastern time

This is a 1-day class

Price: $900.00

Register for Class

Register When Time Where How
Register 12/19/2024 8:30AM - 5:00PM Online VILT