This course will help consultants prepare for the Salesforce Certified Service Cloud Consultant exam.
The class presents a broad range of topics cover just about everything on which a student will be tested. These topics include but are not limited to: Software Development Lifecycles, project management strategies, the Force.com architecture, the model, view, controller design pattern, and typical customer service and call center goals. There is in depth coverage of system security topics such as: Users, Licenses, Profiles, Field Level Security, Permission Sets, Delegated Administration, Record Security, Organization Wide Defaults, Role Hierarchy & Roles, Sharing Rules, Account Teams, Case Teams, & Queues. The object model related to customer service automation is thoroughly covered as well with sections on: Accounts, Contacts & Person Accounts, Cases, Assets, Solutions, Entitlements & Milestones, Knowledge, and Chatter. Finally, topics concerning Service Cloud Console, CTI, IVR,WFM, portals, integration, success metrics, analytics and best practices will be explored.
People who have experience with the administration and configuration of a Salesforce application, asdemonstrated through successful completion of the Salesforce.com Certified Administrator exam, and who haveService experience and are looking to quickly understand and be able to deploy Service Cloud on Salesforce.