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所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-service-cloud-consultant-test-qa/
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课程名称：Salesforce认证服务云顾问考试QA 课程概述：您准备好为Salesforce认证服务云顾问考试做准备了吗？该课程专为有实施Salesforce服务云解决方案经验的专业人士设计。Salesforce认证服务云顾问能够收集满足客户目标的业务需求，并能够将这些需求转化为可设计、实施和支持的可维护和可扩展的解决方案。此角色负责设计和实施支持业务流程和要求的服务云解决方案，具备客户支持知识和Salesforce实施专长。 考试大纲：Salesforce认证服务云顾问考试评估候选人在以下目标方面的知识和技能。候选人应该拥有实施服务云解决方案的实际经验，并能展示每项功能/特性下的应用能力。 1. 行业知识：解释影响关键联络中心指标和关键绩效指标(KPI)的因素；评估满足客户期望结果的风险、好处和业务挑战；解释特定类型服务组织的行业标准和一般能力。 2. 实施策略：在给定场景中，确定如何参与成功的咨询工作（规划、收集需求、设计、构建、测试和文档）；推荐适当的部署和培训策略；解释数据迁移、数据质量、数据治理和大数据量的考虑和影响。 3. 服务云解决方案设计：分析客户需求，判断适合的解决方案设计，考虑服务代理和客户经验的能力、限制和设计权衡；在确保数据安全的前提下，设计满足客户数据安全性和合规性的解决方案。 4. 知识管理：解释Salesforce知识文章生命周期、以知识为中心的服务(KCS)和最佳实践，如创建、发布、消费、反馈、修订和归档；根据要求配置知识以提供服务支持和自助服务流程。 5. 接收与互动渠道：根据业务流程需求，推荐适当的接收渠道设计；讨论针对提议互动渠道的用例和功能；评估配置互动渠道解决方案时的设计考虑和最佳实践。 6. 案例管理：根据要求或KPI设计从创建到关闭的案例管理解决方案；解释如何在Experience Cloud网站、Einstein Chatbot和知识库中实施案例排除策略。 7. 联系中心分析：在给定场景中，开发报告和仪表板，以向不同利益相关者（代理、经理、高管）提供相关信息。 8. 集成：解释核心服务云集成的用例和考虑，包括第三方解决方案和与外部数据源的连接。 本课程为希望通过Salesforce认证服务云顾问考试的专业人士提供了全面的知识和实用的技能准备。
Are you ready to prepare for the Salesforce Certified Service Cloud Consultant exam ?The Salesforce Certified Service Cloud Consultant program is designed for professionals who have experience implementing Salesforce Service Cloud solutions. The Salesforce Certified Service Cloud Consultant is able to gather business requirements that meet customer objectives. They are able to translate the requirements to design, implement, and support maintainable and scalable solutions.A Salesforce Certified Service Cloud Consultant designs and implements solutions that support business processes and requirements using Service Cloud. This professional has customer support knowledge and expertise implementing Salesforce.Exam Outline:-The Salesforce Certified Service Cloud Consultant Exam measures a candidate's knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Service Cloud solutions and can demonstrate the application of each of the features/functions below.Industry KnowledgeExplain the factors that influence key Contact Center metrics and key performance indicators (KPIs).Determine the risks, benefits, and business challenges of meeting a client's desired outcome.Given a specific type of service organization, explain industry standards and general capabilities.Implementation StrategiesGiven a scenario, determine how to participate in a successful consulting engagement (plan, gather requirements, design, build, test, and document).Given a scenario, recommend appropriate deployment and training strategies.Explain the considerations and implications for data migration, data quality, data governance, and large data volumes.Service Cloud Solution DesignGiven a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service agent experience.Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience, including interaction channels.Given a set of customer data security and compliance requirements, determine a successful design to secure the data.Knowledge ManagementExplain the Salesforce Knowledge article lifecycle, Knowledge-Centered Service (KCS), and best practices including creation, publication, consumption, feedback, revision, and archival.Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.Intake and Interaction ChannelsGiven business process requirements, recommend the appropriate approach to intake channels and their design.Given a set of business goals, discuss the use cases and functionality for proposed interaction channels.Assess the design considerations and best practices when configuring an interaction channel solution.Case ManagementGiven a set of requirements or KPIs, design a case management solution from creation to closure (assignment, escalation, resolution, and disposition).Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Einstein Chatbot, and Knowledge.Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs) in Service Cloud.Differentiate the use cases and capabilities of Service Cloud automation.Contact Center AnalyticsGiven a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders (agents, managers, executives).IntegrationsExplain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data.
