When does class start/end?
Class hours may vary, please reach out to contact@ascendientlearning.com if you have any questions.
Prepare for your Service Cloud Consultant Certification Exam
Discover how to boost your exam readiness and gain the confidence you need to become a Salesforce Certified Service Cloud Consultant. In this 1-day instructor-led certification prep course, reinforce...
Read MoreOverview
Discover how to boost your exam readiness and gain the confidence you need to become a Salesforce Certified Service Cloud Consultant. In this 1-day instructor-led certification prep course, reinforce your knowledge of Service Cloud features and functionality by reviewing exam objectives, including implementation strategies, solution design, knowledge and case management, intake and interaction channels, Contact Center Analytics, and integrations. Answer practice questions to assess your knowledge of exam topics and maximize your success on the Salesforce Service Cloud Consultant certification exam
Skills Gained
When you complete this class, you will be able to:
- Recall exam objectives.
- Discuss product features and functionality covered on the exam.
- Assess your exam readiness by answering practice questions.
Who Can Benefit
This course is designed for anyone who is actively preparing to earn their Service Cloud Consultant credential. Students should hold the Salesforce Administrator credential or possess equivalent knowledge, have at least two years of experience implementing Service Cloud solutions, and feel comfortable with all concepts covered in the Salesforce Certified Service Cloud Consultant Exam Guide.
Prerequisites
Course Details
Course Outline
Industry Knowledge
- Review Contact Center Metrics
- Understand Service Analytics
Implementation Strategies
- Review Consulting Engagements
- Identify Deployment Strategies
- Understand Data Migration
- Discuss Data Quality
Intake and Interaction Channels
- Define Interaction Channels
- Review Mobile Publisher
- Discuss Omni-Channel Routing
- Understand Omni-Channel Supervisor
- Review Einstein Classification and Case Routing
Case Management
- Review a Common Support Call
- Discuss Case Reduction
- Review Case Routing and Resolution
- Examine Service Cloud Objects and Relationships
- Define Entitlement Processes
- Identify Milestones
- Discuss Business and Holiday Hours
- Understand Case Collaboration
- Understand Case Automation
Lessons and Topics
- Lesson 1: Introduction and Exam Overview
- Lesson 2: Implementation Strategies
- Lesson 3: Solution Design
- Lesson 4: Knowledge Management
- Lesson 5: Interaction Channels
- Lesson 6: Case Management
- Lesson 7: Contact Center Analytics
- Lesson 8: Integration and Data Management
- Lesson 9: Service Console
- Lesson 10: Practice Exam
Contact Center Analytics
- Generate Contact Center Metrics
- Identify Contact Center Visibility
- Review Analytics Report Types
- Discuss Reporting Snapshots
- Understand Historical Trend Reporting
Integrations
- Identify Integrations and Extensions
- Review Incident Management
- Discuss Salesforce Connect
- Understand Flow Orchestration
Schedule
FAQ
Does the course schedule include a Lunchbreak?
Classes typically include a 1-hour lunch break around midday. However, the exact break times and duration can vary depending on the specific class. Your instructor will provide detailed information at the start of the course.
What languages are used to deliver training?
Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.
What does GTR stand for?
GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.
How do I find an Ascendient Learning training location?
We have training locations across the United States and Canada - View a complete list of classroom training locations.
Which delivery formats are available?
At Ascendient Learning, we offer training that is Instructor-Led, Online, Virtual, and Self-Paced.
Does Ascendient Learning deliver group training?
Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.
What does vendor-authorized training mean?
As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.
Is the training too basic, or will you go deep into technology?
It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.
How up-to-date are your courses and support materials?
We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.
Are your instructors seasoned trainers who have deep knowledge of the training topic?
Ascendient Learning instructors have an average of 27 years of practical IT experience and have also served as consultants for an average of 15 years. To stay current, instructors spend at least 25 percent of their time learning new, emerging technologies and courses.
Do you provide hands-on training and exercises in an actual lab environment?
Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.
Will you customize the training for our company’s specific needs and goals?
We will work with you to identify training needs and areas of growth. We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.
How do I get started with certification?
Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact info@ascendientlearning.com.
Will I get access to content after I complete a course?
You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.
How do I request a W9 for Ascendient Learning?
View our filing status and how to request a W9.
Reviews
The training was great . But i expected some of the Networking concepts would be covered in this certification .
Very interactive and in-depth course that really got me ready for the industry
Overall experiance is very nice. the online training plateform is very advance.
the interface was super easy to use and the instructions to get ready for the course was also very simple and easy to understand.
Good Course. We covered a lot of material in a short amount of time. This course had useful labs that built upon each other.
