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所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-service-cloud-consultant-practice-tests-new/
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课程名称：Salesforce 服务云顾问（5个实践测试） 课程概述： Salesforce认证服务云顾问考试是一项认证考试，用于验证您在实施、配置和定制Salesforce服务云解决方案方面的知识和技能。该考试面向那些有Salesforce服务云经验并希望向潜在雇主展示其专业知识的专业人士。 考试内容包括： 1. 行业知识（10%）：了解影响关键联系中心指标、KPI和业务挑战的因素；不同互动渠道的用例和好处；不同类型联系中心的比较及其业务驱动因素；知识库的好处。 2. 实施策略（15%）：在特定场景下，如何促进成功的咨询工作，包括计划、收集需求、设计、构建、测试和文档；确定适当的联系中心许可和部署策略。 3. 服务云解决方案设计（16%）：分析客户需求以确定合适的解决方案设计；distinguish 关键组件以优化设计性能；了解实施CTI、社区和Salesforce现场服务的用例和好处。 4. 知识管理（9%）：知识文章生命周期的解释，包括创建、发布、消费和反馈；管理知识采用和维护的适当方法。 5. 互动渠道（10%）：每种互动渠道的用例和功能描述；确定案例提交的适当方法；配置互动渠道解决方案的设计考虑和最佳实践。 6. 案例管理（15%）：设计从案例创建到关闭的案例管理解决方案；描述案例与其他区域（如资产、权益、工作订单等）之间的关系；确定适当的案例管理解决方案等。 7. 联系中心分析（5%）：根据所需指标确定合适的报告解决方案；设计满足不同利益相关者需求的报告和仪表板的考虑。 8. 集成与数据管理（5%）：常见服务云集成的用例和考虑；数据迁移和数据质量的考虑。 9. 服务控制台（15%）：在特定场景下识别适当的服务控制台特性；不同服务控制台特性的协同工作及其业务价值的实现。 该课程与Salesforce的最新版本保持同步，并提供30天无理由退款保证！
Course OverviewThe Salesforce Certified Service Cloud Consultant exam is a certification exam that validates your knowledge and skills in implementing, configuring, and customizing Salesforce Service Cloud solutions. The exam is designed for professionals who have experience with Salesforce Service Cloud and want to demonstrate their expertise to potential employers.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-asked money-back guarantee!
