Course description
Salesforce Certified Service Cloud Consultant Exam Prep Course: 5-Day / 25-Hour Course
Salesforce Certified Service Cloud Consultant Exam Prep Course: 5-Day / 25-Hour CourseStony Point has developed this training course to prepare all students to sit for and successfully pass the Salesforce Certified Service Cloud Consultant exam. The course is taught by a senior instructor with years of real world Salesforce consulting experience, covering essential customer service concepts within Salesforce, as well as providing their insights from their own real world experiences and best practices.
All course participants will receive a practice learning environment during hands-on exercises in the course. Once the course has been completed, students may keep and continue to use this learning environment indefinitely without any additional fee.
Course Format
Students may take this training course in-person or in a virtual format. Inquire for additional information.
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Who should attend?
This course is suited for those students seeking to become a Salesforce Service Cloud Consultant. Further, this course serves as a great preparatory program for those about to sit for their Salesforce Certified Service Cloud Consultant exam.
Training content
The content of this training course includes, but is not limited to, the following:
- Software development lifecycles
- Project management strategies
- The Force.com architecture
- The model
- View
- Controller design pattern
- Typical customer service and call center goals
- System Security
- Users
- Licenses
- Profiles
- Field level security
- Permission sets
- Delegates administration
- Record security
- Organization wide defaults
- Role hierarchy & roles
- Sharing rules
- Account teams
- Case teams
- Queues
- Object model related to customer service automation
- Accounts
- Contacts & person accounts
- Cases
- Assets
- Solutions
- Entitlements & milestones
- Knowledge
- Chatter
- Service cloud console
- CTI
- IVR
- WFM
- Portals
- Integration
- Success metrics
- Analytics
- Best practices
Costs
The cost of this in-person or virtual training course is $2,400.