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所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-service-cloud-consultant-exam-questions-prep/
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课程名称：Salesforce 认证服务云顾问 *2025年新课程* 课程概述：本课程由 NextGen LabWorks 提供，旨在帮助专业人士获得 Salesforce 认证服务云顾问资格。课程涵盖 Service Cloud 解决方案的实施、优化和管理，使候选人能够将业务需求与可扩展的服务解决方案相结合，从而提高效率和客户满意度。 适合人群：本课程面向具有客户服务流程、Service Cloud 配置和案例管理解决方案经验的专业人士，包括： - 管理客户服务运营的 Salesforce 管理员 - 优化 Service Cloud 解决方案的顾问与业务分析师 - 监督案例路由、服务水平协议（SLA）和自动化的呼叫中心经理 - 通过自助服务和自动化改善客户体验的产品负责人与服务经理 学习内容： 1. 行业知识（12%）：了解联络中心的指标、KPI 和服务运营，识别实施 Service Cloud 的挑战与益处。 2. 实施策略（14%）：从设计到部署，计划和执行 Service Cloud 实施，定义数据迁移、治理和大数据量的策略。 3. 服务云解决方案设计（20%）：分析客户服务需求，构建有效的代理经验，评估互动渠道与客户参与，设计安全合规的服务解决方案。 4. 知识管理（8%）：实施 Salesforce 知识管理，确保有效的文章生命周期管理，配置自助服务和知识基础解决方案以提高案例解决率。 5. 入口与互动渠道（15%）：配置 Web-to-Case、Email-to-Case、实时聊天和消息服务，推荐全渠道路由和案例管理最佳实践。 6. 案例管理（18%）：实施案例分配、升级和 SLA 以实现有效解决，利用 Experience Cloud、Einstein 聊天机器人和知识库进行案例消减。 7. 联系中心分析（8%）：设计报告和仪表盘以监控服务表现，实施实时洞察以追踪代理生产力和客户满意度。 8. 集成（5%）：了解 Service Cloud 的第三方集成，识别外部数据源、电话系统和人工智能支持的使用案例。 考试详情： - 题数：60 道选择题 + 5 道无分题 - 考试时间限制：105 分钟 - 及格分数：67% - 考试费用：$200（加适用税费） - 重考费用：$100（加适用税费） - 前提条件：Salesforce 管理员认证 - 考试方式：在线监考或测试中心 此课程旨在为 Salesforce 管理员、服务经理、顾问和 IT 专业人士提供必需的技能和知识，帮助他们通过认证考试或优化其 Service Cloud 专业知识。无论您是想获得认证还是精进您的服务云技能，本课程将为您提供宝贵的支持。
Salesforce Certified Service Cloud Consultant CourseBy NextGen LabWorksAbout the Salesforce Certified Service Cloud Consultant CredentialThe Salesforce Certified Service Cloud Consultant credential is designed for professionals who specialize in implementing, optimizing, and managing Service Cloud solutions. This course equips candidates with the knowledge to align business requirements with scalable service solutions, ensuring efficiency and customer satisfaction.Who Should Take This Course?This course is intended for professionals with experience in customer service processes, Service Cloud configurations, and case management solutions.Typical Job Roles:Salesforce Administrators managing customer service operationsConsultants & Business Analysts optimizing Service Cloud solutionsContact Center Managers overseeing case routing, SLAs, and automationTechnical & Solution Architects integrating Service Cloud with external systemsProduct Owners & Service Managers improving customer experiences through self-service and automationWhat You Will Learn1. Industry Knowledge (12%)Understand Contact Center metrics, KPIs, and service operations.Identify challenges and benefits of implementing Service Cloud.Evaluate best practices in case deflection, automation, and support channels.2. Implementation Strategies (14%)Plan and execute a Service Cloud implementation from design to deployment.Define strategies for data migration, governance, and large data volumes.Recommend user training and adoption strategies.3. Service Cloud Solution Design (20%)Analyze customer service requirements to build an effective agent experience.Assess interaction channels and optimize customer engagement.Design secure, compliant service solutions within Salesforce.4. Knowledge Management (8%)Implement Salesforce Knowledge, ensuring effective article lifecycle management.Configure self-service and knowledge-based solutions to improve case resolution.5. Intake & Interaction Channels (15%)Configure Web-to-Case, Email-to-Case, Live Chat, and Messaging for Service Cloud.Recommend omni-channel routing and case management best practices.Identify automation strategies for improving customer interactions.6. Case Management (18%)Implement case assignment, escalation, and SLAs for effective resolution.Use Experience Cloud, Einstein Chatbots, and Knowledge Base for case deflection.Leverage automation tools to streamline case workflows.7. Contact Center Analytics (8%)Design reports and dashboards for service performance monitoring.Implement real-time insights to track agent productivity and customer satisfaction.8. Integrations (5%)Understand third-party integrations for Service Cloud.Identify use cases for external data sources, telephony, and AI-powered support.Exam DetailsQuestions: 60 multiple-choice + 5 unscored questionsTime Limit: 105 minutesPassing Score: 67%Exam Fee: $200 (plus applicable taxes)Retake Fee: $100 (plus applicable taxes)Prerequisite: Salesforce Administrator CertificationExam Delivery: Online proctored or at a testing centerWho This Course Is For:Salesforce Administrators & Service Managers managing customer interactions.Consultants & Business Analysts optimizing support processes & automation.Customer Support Leads & Call Center Managers implementing Service Cloud solutions.IT & CRM Professionals responsible for Service Cloud architecture & integrations.Whether you're looking to pass the certification exam or optimize your Service Cloud expertise, this course will provide the skills and knowledge needed to excel.
