Service cloud certification resources

Online courses: Preparing for the Certified Service Cloud Consultant Exam: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000WWw5EAG&Catalog=Standard Administration Essentials for the Service Cloud: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000glX2EAI Implementing Case Management Across Channels: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000TuaSEAS Implementing Salesforce Knowledge: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000X4BJEA0 Setting up and Building Communities: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000h0XtEAI Administering Salesforce Knowledge: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000UUthEAG Publishing Articles with Knowledge: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000UauHEAS Administering Entitlements: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000ggAREAY Increase Productivity with Visual Workflow: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000gikMEAQ Introduction to Open CTI: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000X5afEAC CTI Troubleshooting for Salesforce CTI Toolkit: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000giqQEAQ Reporting for Call Center Managers: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000Wo5eEAC Release Training: Service Cloud: https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000iEiOEAU Detect languageAfrikaansAlbanianArabicArmenianAzerbaijaniBasqueBengaliBelarusianBulgarianCatalanChinese (Simp)Chinese (Trad)CroatianCzechDanishDutchEnglishEsperantoEstonianFilipinoFinnishFrenchGalicianGeorgianGermanGreekGujaratiHaitian CreoleHebrewHindiHungarianIcelandicIndonesianIrishItalianJapaneseKannadaKoreanLaoLatinLatvianLithuanianMacedonianMalayMalteseNorwegianPersianPolishPortugueseRomanianRussianSerbianSlovakSlovenianSpanishSwahiliSwedishTamilTeluguThaiTurkishUkrainianUrduVietnameseWelshYiddishAfrikaansAlbanianArabicArmenianAzerbaijaniBasqueBengaliBelarusianBulgarianCatalanChinese (Simp)Chinese (Trad)CroatianCzechDanishDutchEnglishEsperantoEstonianFilipinoFinnishFrenchGalicianGeorgianGermanGreekGujaratiHaitian CreoleHebrewHindiHungarianIcelandicIndonesianIrishItalianJapaneseKannadaKoreanLaoLatinLatvianLithuanianMacedonianMalayMalteseNorwegianPersianPolishPortugueseRomanianRussianSerbianSlovakSlovenianSpanishSwahiliSwedishTamilTeluguThaiTurkishUkrainianUrduVietnameseWelshYiddish Text-to-speech function is limited to 100 characters Options : History : Help : Feedback

Implementation Guides: Case Management: https://na1.salesforce.com/help/pdfs/en/salesforce_case_implementation_guide.pdf Salesforce Knowledge: https://na1.salesforce.com/help/doc/en/salesforce_knowledge_implementation_guide.pdf Entitlement Management: https://na1.salesforce.com/help/doc/en/salesforce_entitlements_implementation_guide.pdf Migrating From Portals to Communities: https://na11.salesforce.com/help/pdfs/en/salesforce_portal_to_community_migration_cheatsheet.pdf Getting Started With Salesforce Communities: https://na11.salesforce.com/help/pdfs/en/salesforce_communities_implementation.pdf Getting Started with Social Customer Service: https://na1.salesforce.com/help/pdfs/en/social_customer_service_impl_guide.pdf Live Agent: https://na1.salesforce.com/help/pdfs/en/live_agent_impl_guide.pdf The names of some products and features have changed.* Salesforce Analytics is now called Salesforce1 Reporting.* Analytic Snapshots is now called Reporting Snapshots.* The “Manage Analytic Snapshots” user permission is now called “Manage Reporting Snapshots.”* Embedded Analytics is now called Embedded Report Charts.* Analytics API via Apex is now called Salesforce1 Reporting API via Apex.* Analytics REST API is now called Salesforce1 Reporting REST API. Multiple business processes: https://na1.salesforce.com/help/doc/en/salesforce_busprocess_cheatsheet.pdf

25% - Case management resources: Must know how-to: 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.

15% - Interaction Channels: Must know how-to: 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.

15% - Industry Knowledge: Must know how-to: 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.

15% - Service Cloud Solution Design Must know how-to: 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.

11% - Knowledge Management Must know how-to: 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.

7% - Contact Center Analytics Must know how-to: 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.

7% - Integration and Data Management Must know how-to: 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.

5% - Implementation Strategies Must know how-to: Given a scenario, determine how to facilitate a successful consulting engagement. Given a scenario, determine appropriate contact center deployment strategies.