Given a Scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Service Cloud Consultant
Resources and topic breakdowns for mastering the Salesforce Service Cloud Consultant certification, including omnichannel, entitlements, and case management.
Identify the benefits of Knowledge base
Case Management - 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
Case Management - Given a set of KPIs, determine the appropriate case management solution
Case Management - Explain the use cases, capabilities and limitations of Service Cloud Automation (Visual Workflow, Process Builder, Quick Actions, Macros, quick Text)
Case Management - Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce
Case Management - Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge
Interaction Channels - Explain the Open CTI features, architecture and Implications
Interaction Channels - 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)
Interaction Channels - Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each
Interaction Channels - Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media
Knowledge Management - Understand the key factors to consider when implementing a Knowledge data migration strategy (first time out, migrating from an external knowledge solution)
Knowledge Management - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Knowledge Management - Given a set of requirements, determine how to configure data categories, article types, articles and publishing workflow
Knowledge Management - Explain the Knowledge article lifecycle including creation, publishing, consumption and feedback
Service Cloud Design - Distinguish the key components that contribute to performance optimization within a design
Service Cloud Design - Given a scenario, understand the use cases for implementing CTI, Communities and Field Service Lightning
Service Cloud Solution Design - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs
Implementation Strategies - Given a scenario, determine appropriate contact center licensing and deployment strategies
Implementation Strategies - Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document)
Industry Knowledge - Compare and Contrast the different types of Contact Centers and their business drivers
Industry Knowledge - Identify Challenges and considerations for business continuity in the contact center
Industry Knowledge - Explain the use cases and benefits for different Interaction Channels
Industry Knowledge - Explain the Factors that influence key contact center metrics, KPIs and business challenges
Service Cloud Consultant