Salesforce Service Cloud Training

1. Industry Knowledge 

• 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

2. Implementation Strategies  

• Given a scenario, determine how to facilitate a successful consulting engagement
• Given a scenario, determine appropriate contact center deployment strategies

3. Service Cloud Solution Design 

• 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

4. Knowledge Management    

• 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.

5. Interaction Channels

• 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

6. Case Management 

• 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

7. Contact Center Analytics   

• 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

8. Integration and Data Management

• 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