Given a scenario, troubleshoot common points of failure that may be encountered in a Single Sign-on solution (SAML, OAuth, etc.). Feb 10, 2022
Given a scenario, recommend the Salesforce technologies that should be used to provide identity to the third-party system (Canvas, Connected Apps, App Launcher, etc.). Feb 10, 2022
Given a scenario, recommend the most appropriate Salesforce license type(s) to support the identity requirements. Feb 10, 2022
Given a scenario, recommend the appropriate method of SAML initiation to fulfill the requirements (SP-init, IdP-init.). Feb 10, 2022
Given a scenario, recommend the appropriate method for provisioning users in Salesforce and other third-party services (SOAP/REST API, SAML JIT, Identity Connect, User Provisioning for Connected Apps, etc.). Feb 10, 2022
Given a scenario, identify the risks and mitigation strategies that session security and Two-Factor Authentication enable (E.g. High Assurance Sessions, 2FA, etc.). Feb 10, 2022
Given a scenario, determine the most appropriate Two-Factor Authentication mechanism for an identity solution. Feb 10, 2022
Given a scenario, determine the most appropriate flow type to recommend when implementing an OAuth solution where Salesforce is providing identity to a third party (for example, User Agent, Web Server, JWT, etc.) Feb 10, 2022
Given a scenario, articulate whether it describes an authentication, authorization, or accounting scenario and what Salesforce feature should be used to accomplish the task Feb 10, 2022
Describe the various implementation concepts of OAuth (for example; scopes, secrets, tokens, refresh tokens, token expiration, token revocation, etc.). Feb 10, 2022
Describe the role(s) Connected Apps play when Salesforce needs to provide identity to a third-party system. Feb 10, 2022
Describe the role(s) an Identity Provider and Service Provider play in an access control solution Feb 10, 2022
Describe the risks to enterprise security that federated Single Sign-on solutions aim to address. Feb 10, 2022
Describe the components of an identity management solution where Salesforce is accepting identity from a third party Feb 10, 2022
Describe the capabilities for customizing the registration experience for external communities (for example; Branding options, self-registration, communications, etc.). Feb 10, 2022
Given a Scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge Oct 30, 2018
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 Oct 28, 2018
Case Management - Given a set of KPIs, determine the appropriate case management solution Oct 25, 2018
Case Management - Explain the use cases, capabilities and limitations of Service Cloud Automation (Visual Workflow, Process Builder, Quick Actions, Macros, quick Text) Oct 23, 2018
Case Management - Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce Oct 21, 2018
Case Management - Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge Oct 19, 2018
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) Oct 15, 2018
Interaction Channels - Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each Oct 13, 2018
Interaction Channels - Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media Oct 11, 2018
Knowledge Management - Understand the key factors to consider when implementing a Knowledge data migration strategy (first time out, migrating from an external knowledge solution) Oct 9, 2018
Knowledge Management - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance Oct 7, 2018
Knowledge Management - Given a set of requirements, determine how to configure data categories, article types, articles and publishing workflow Oct 6, 2018
Knowledge Management - Explain the Knowledge article lifecycle including creation, publishing, consumption and feedback Oct 4, 2018
Service Cloud Design - Distinguish the key components that contribute to performance optimization within a design Oct 2, 2018
Service Cloud Design - Given a scenario, understand the use cases for implementing CTI, Communities and Field Service Lightning Oct 1, 2018
Service Cloud Solution Design - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs Sep 30, 2018
Implementation Strategies - Given a scenario, determine appropriate contact center licensing and deployment strategies Sep 30, 2018
Implementation Strategies - Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document) Sep 29, 2018
Industry Knowledge - Compare and Contrast the different types of Contact Centers and their business drivers Sep 27, 2018
Industry Knowledge - Identify Challenges and considerations for business continuity in the contact center Sep 26, 2018
Industry Knowledge - Explain the use cases and benefits for different Interaction Channels Sep 24, 2018
Industry Knowledge - Explain the Factors that influence key contact center metrics, KPIs and business challenges Sep 23, 2018