|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-service-cloud-consultant-practice-exam-k/
课程评论：没有评论
课程名称：Salesforce 认证服务云顾问考试：2025 概述：Salesforce 认证服务云顾问课程专为在客户服务岗位上拥有 Salesforce 服务云解决方案实施经验的顾问量身定制。该课程适合那些在 Salesforce 应用程序的管理和配置方面拥有成功记录的个人，特别是已通过 Salesforce 认证管理员考试的人士。Salesforce 认证服务云顾问能够熟练地设计和执行符合客户业务需求的服务云解决方案，这些解决方案不仅可持续、可扩展，还能推动持久的客户成功。 考试内容如下： 1. 行业知识（10%） - 影响关键联络中心指标、关键绩效指标(KPIs)及业务挑战的因素。 - 不同交互渠道的使用案例和优势。 - 比较不同类型的联络中心及其业务驱动因素（帮助台、产品支持、电话销售、服务、现场服务/仓库修理、B2C、B2B等）。 - 知识库的优势。 2. 实施策略（15%） - 针对情境，确定如何促成成功的咨询参与（规划、需求收集、设计、构建、测试和文档）。 - 针对情境，确定适当的联络中心许可和部署策略。 3. 服务云解决方案设计（16%） - 针对情境，分析客户需求以确定适当的解决方案设计，考虑功能、局限性和设计权衡。 - 区分有助于优化设计性能的关键组件。 - 理解实施 CTI、社区和 Salesforce 现场服务的使用案例和优势。 4. 知识管理（9%） - 解释知识文章生命周期，包括创建、发布、消费和反馈的过程。 - 针对业务流程需求，确定管理知识采纳和维护的适当方法。 - 确定如何配置数据类别、文章记录类型、文章和发布工作流。 5. 互动渠道（10%） - 描述每个交互渠道（体验云网站、移动、电话、电子邮件、网页、聊天及社交媒体）的使用案例和功能。 - 针对业务流程需求，确定适当的案例提交方式。 6. 案例管理（15%） - 根据要求，设计从案例创建到关闭的案例管理解决方案。 - 解释案例与资产、权益、工单、体验云网站、聊天和知识之间的关系。 7. 联系中心分析（5%） - 根据期望的指标，确定适当的报告解决方案。 - 评估在为不同利益相关者（代理、主管、经理、高管）设计报告和仪表盘时需要考虑的因素。 8. 集成与数据管理（5%） - 解释常见服务云集成的使用案例和注意事项。 - 说明数据迁移与数据质量的考虑因素。 9. 服务控制台（15%） - 针对情境，识别适当的服务控制台功能以满足业务需求。 - 解释不同服务控制台功能如何协同工作以提供商业价值。 该课程将及时更新以反映最新的 Salesforce 版本，并提供 30 天无条件退款保障。
Salesforce Certified Service Cloud Consultant program is tailored for consultants with hands-on expertise in implementing Salesforce Service Cloud solutions in customer-facing roles. This program is intended for individuals who possess a proven track record in administering and configuring Salesforce applications, as demonstrated by their successful completion of the Salesforce Certified Administrator exam. A Salesforce Certified Service Cloud Consultant is adept at proficiently designing and executing Service Cloud solutions that align with customer business prerequisites. These solutions are not only sustainable and scalable but also instrumental in driving enduring customer success.About the Salesforce Certified Service Cloud Consultant Exam Industry Knowledge: 10%Explain the factors that influence key contact center metrics, KPIs, and business challenges.Explain the use cases and benefits for different interaction channels.Compare and contrast the different types of contact centers and their business drivers (help desk, product support, telesales, service, field service/depot repair, B2C, B2B, etc.).Identify the benefits of a knowledge base.Implementation Strategies: 15%Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).Given a scenario, determine appropriate contact center licensing and deployment strategies.Service Cloud Solution Design: 16%Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.Distinguish the key components that contribute to performance optimization within a design.Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Salesforce Field Service.Knowledge Management: 9%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.Given a set of requirements, determine how to configure data categories, article record types, articles, and publishing workflow.Understand the key factors to consider when implementing a Knowledge data migration strategy.Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.Interaction Channels: 10%Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)Given business process requirements, determine the appropriate approach to case submission.Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).Case Management: 15%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, work orders, Experience Cloud Sites, Chat, and Knowledge.Given a set of KPIs, determine the appropriate case management solution.Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).Identify use cases and capabilities of Social Customer Service.Contact Center Analytics: 5%Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).Integration and Data Management: 5%Explain the use cases and considerations for common Service Cloud Integrations.Explain the considerations for data migration and data quality.Service Console: 15%Given a scenario, identify the appropriate Service Console features to meet the business need.Explain how different Service Console features work together to deliver business value.Given a set of business requirements, describe how a feature should be implemented.I keep this course up to date with the most recent Salesforce releases and offer a 30-day, no-questions-
