DesireCourse Net Udemy Salesforce Service Cloud Consultant Certification Course

/1. Introduction and Getting Started/

1. Getting Started Introduction.mp4

1. Getting Started Introduction.vtt

2. Signing Up for a Free Salesforce Account.mp4

2. Signing Up for a Free Salesforce Account.vtt

2.1 Free Salesforce Account Signup.html

3. General Housekeeping and Free Resources for Your Salesforce Career.html

4. Logging into Salesforce and Switching Between Lightning and Classic.mp4

4. Logging into Salesforce and Switching Between Lightning and Classic.vtt

5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.mp4

5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.vtt

6. Assigning the Service Cloud and Knowledge User Feature Licenses.mp4

6. Assigning the Service Cloud and Knowledge User Feature Licenses.vtt

7. Introduction and Getting Started Quiz.html

/10. Release Readiness and Updates/

1. Adding a Path to the Case Object - Spring '18 Release.mp4

1. Adding a Path to the Case Object - Spring '18 Release.vtt

/11. Next Steps/

1. Next Steps Introduction.mp4

1. Next Steps Introduction.vtt

2. Registering for the Service Cloud Consultant Certification.mp4

2. Registering for the Service Cloud Consultant Certification.vtt

3. Taking the Exam – Online vs. On-site.mp4

3. Taking the Exam – Online vs. On-site.vtt

4. Test Taking Strategies – Improve Your Odds of Passing the First Time.mp4

4. Test Taking Strategies – Improve Your Odds of Passing the First Time.vtt

5. Final Thoughts and a Word of Thanks.mp4

5. Final Thoughts and a Word of Thanks.vtt

6. Bonus Lecture Promo Codes Website Facebook Group LinkedIn and More.html

/2. Industry Knowledge/

1. Industry Knowledge Introduction.mp4

1. Industry Knowledge Introduction.vtt

10. Contact Center Components and How They Solve Business Challenges.mp4

10. Contact Center Components and How They Solve Business Challenges.vtt

10.1 Call Center Acronyms - by TalkDesk.html

10.2 Computer Telephony Integration (CTI) for Salesforce How Does it Work.html

11. Practice Activity – Industry Knowledge Trailhead Units.html

12. Industry Knowledge Quiz.html

2. Installing Service and Support Dashboards to Measure Contact Center Metrics.mp4

2. Installing Service and Support Dashboards to Measure Contact Center Metrics.vtt

2.1 Understanding Call Center Analytics.html

2.2 Contact Center Glossary.html

2.3 Service and Support Reports and Dashboards - AppExchange App.html

2.4 Contact Center Metrics and Best Practices.html

3. Contact Center KPIs.mp4

3. Contact Center KPIs.vtt

3.1 Wave App for Service 1 Sheet.html

3.2 Service Wave Demo.html

3.3 Understanding Call Center Analytics.html

3.4 5 Questions About Wave Analytics.html

4. Contact Center Business Challenges and How Salesforce Helps.mp4

4. Contact Center Business Challenges and How Salesforce Helps.vtt

5. Use Cases and Benefits for Different Interaction Channels.mp4

5. Use Cases and Benefits for Different Interaction Channels.vtt

6. Challenges and Considerations for Business Continuity in the Contact Center.mp4

6. Challenges and Considerations for Business Continuity in the Contact Center.vtt

7. Exam Guide Sample Question #1.mp4

7. Exam Guide Sample Question #1.vtt

8. Types of Contact Centers and Displaying the Service Console.mp4

8. Types of Contact Centers and Displaying the Service Console.vtt

9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.mp4

9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.vtt

9.1 Consortium for Service Innovation - KCS - Knowledge Centered Service.html

9.2 Salesforce is KCS Verified.html

/3. Implementation Strategies/

1. Implementation Strategies Introduction.mp4

1. Implementation Strategies Introduction.vtt

2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.mp4

2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.vtt

3. Contact Center Deployment Strategies.mp4

3. Contact Center Deployment Strategies.vtt

3.1 Service Cloud ERD Diagram - From the SOAP API Guide.html

3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html

4. Practice Activity – Implementation Strategies Trailhead Units.html

5. Implementation Strategies Quiz.html

/4. Service Cloud Solution Design/

1. Service Cloud Solution Design Introduction.mp4

1. Service Cloud Solution Design Introduction.vtt

10. Service Console Macros.mp4

10. Service Console Macros.vtt

10.1 Irreversible Macros.html

10.2 Examples of Macros in Salesforce Classic.html

10.3 Running a Macro.html

10.4 Bulk Macros.html

10.5 Creating Macros in Salesforce Classic.html

10.6 Tips for Creating Macros.html

11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp4

11. Service Console Integration Toolkit and Lightning Console JavaScript API.vtt

11.1 Salesforce Console Developer Guide.html

11.2 What Features Are Available in Lightning Console Apps.html

11.3 Sample Visualforce Code for Toolkit Example.html

11.4 Salesforce Console Integration Toolkit Developer Guide.html

12. Adjusting the Service Console Settings.mp4

12. Adjusting the Service Console Settings.vtt

13. Exam Guide Sample Question #2.mp4

13. Exam Guide Sample Question #2.vtt

14. Practice Activity – Service Cloud Solution Design Trailhead Units.html

15. Service Cloud Solution Design Quiz.html

2. Analyzing Customer Requirements for Service Cloud Solution Design.mp4

2. Analyzing Customer Requirements for Service Cloud Solution Design.vtt

3. Extending the Service Cloud with Custom Application Development and Third-Party.mp4

3. Extending the Service Cloud with Custom Application Development and Third-Party.vtt

4. Key Components for Performance Optimization and Creating a Validation Rule.mp4

4. Key Components for Performance Optimization and Creating a Validation Rule.vtt

5. User Experience Requirements Solved by the Salesforce Lightning Service Console.mp4

5. User Experience Requirements Solved by the Salesforce Lightning Service Console.vtt

6. Salesforce Lightning Service Console Custom List Views and Creating a New User.mp4

6. Salesforce Lightning Service Console Custom List Views and Creating a New User.vtt

6.1 What Features Are Available in Lightning Console Apps (Help Article).html

7. Service Console Interaction Logs (Salesforce Classic Only).mp4

7. Service Console Interaction Logs (Salesforce Classic Only).vtt

7.1 Set Up Interaction Logs for a Console in Salesforce Classic (Help Article).html

7.2 Turn On Interaction Logs for a Console in Salesforce Classic.html

7.3 What Features Are Available in Lightning Console Apps (Help Article).html

8. Service Console Custom Components.mp4

8. Service Console Custom Components.vtt

9. Service Console Keyboard Shortcuts.mp4

9. Service Console Keyboard Shortcuts.vtt

9.1 Keyboard Shortcuts for Lightning Console Apps.html

9.2 Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic.html

9.3 Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic.html

/5. Knowledge Management/

1. Knowledge Management Introduction.mp4

1. Knowledge Management Introduction.vtt

10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.mp4

10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.vtt

11. Exam Guide Sample Question #5.mp4

11. Exam Guide Sample Question #5.vtt

12. Practice Activity – Knowledge Management Trailhead Units.html

13. Knowledge Management Quiz.html

2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.mp4

2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.vtt

2.1 Complete Guide to Salesforce Knowledge.html

3. Managing Knowledge Adoption and Maintenance.mp4

3. Managing Knowledge Adoption and Maintenance.vtt

3.1 Knowledge Base Dashboards & Reports.html

4. Creating Knowledge Data Categories Groups and Data Categories.mp4

4. Creating Knowledge Data Categories Groups and Data Categories.vtt

4.1 Keyboard Shortcuts for Data Categories.html

4.2 Data Categories in Salesforce.com.html

5. Creating Knowledge Article Record Types and Assigning Page Layouts.mp4

5. Creating Knowledge Article Record Types and Assigning Page Layouts.vtt

6. Turning on the Knowledge Sidebar in the Service Console.mp4

6. Turning on the Knowledge Sidebar in the Service Console.vtt

7. Knowledge Publishing Workflow.mp4

7. Knowledge Publishing Workflow.vtt

7.1 Salesforce Knowledge Implementation Guide.html

8. Knowledge Data Migration Strategies.mp4

8. Knowledge Data Migration Strategies.vtt

8.1 Salesforce Knowledge Implementation Guide.html

9. Knowledge vs. Solutions.mp4

9. Knowledge vs. Solutions.vtt

/6. Interaction Channels/

1. Interaction Channels Introduction.mp4

1. Interaction Channels Introduction.vtt

10. Chat Interaction Channel – Web Chat (Live Agent).mp4

10. Chat Interaction Channel – Web Chat (Live Agent).vtt

11. Enabling Live Agent and Creating Live Agent Users.mp4

11. Enabling Live Agent and Creating Live Agent Users.vtt

12. Creating Live Agent Skills.mp4

12. Creating Live Agent Skills.vtt

13. Creating Live Agent Configurations.mp4

13. Creating Live Agent Configurations.vtt

14. Creating Live Agent Deployments.mp4

14. Creating Live Agent Deployments.vtt

15. Setting Up Live Agent in the Salesforce Console.mp4

15. Setting Up Live Agent in the Salesforce Console.vtt

16. Creating Chat Buttons.mp4

16. Creating Chat Buttons.vtt

17. Enabling OmniChannel and Creating Service Presence Status.mp4

17. Enabling OmniChannel and Creating Service Presence Status.vtt

18. Adding the Supervisor Panel to the Salesforce Console.mp4

18. Adding the Supervisor Panel to the Salesforce Console.vtt

19. Social Media Interaction Channel.mp4

19. Social Media Interaction Channel.vtt

19.1 Marketing Cloud Social Specialist Certification Information.html

19.2 Social Customer Feedback Surveys (AppExchange - Requires Social Studio License).html

19.3 Complete Guide to Social Customer Service.html

19.4 Social Studio Home Page.html

2. Understanding and Implementing Multiple Support Processes.mp4

2. Understanding and Implementing Multiple Support Processes.vtt

2.1 Service Cloud Channels.html

20. Chatter Groups as Internal Interaction Channels.mp4

20. Chatter Groups as Internal Interaction Channels.vtt

21. Exam Guide Sample Question #4.mp4

21. Exam Guide Sample Question #4.vtt

22. Interaction Channels UI Design Considerations.mp4

22. Interaction Channels UI Design Considerations.vtt

23. Case Feed Configuration and Customization.mp4

23. Case Feed Configuration and Customization.vtt

24. Adding and Configuring the Email Action to the Case Feed.mp4

24. Adding and Configuring the Email Action to the Case Feed.vtt

25. Interaction Channels Profile Design Considerations.mp4

25. Interaction Channels Profile Design Considerations.vtt

26. Interaction Channels Objects to Expose Design Considerations.mp4

26. Interaction Channels Objects to Expose Design Considerations.vtt

26.1 SOAP API Developer Guide API Reference.html

27. Interaction Channels Sharing Model Design Considerations.mp4

27. Interaction Channels Sharing Model Design Considerations.vtt

28. Interaction Channels Reporting Design Considerations.mp4

28. Interaction Channels Reporting Design Considerations.vtt

28.1 Knowledge Report App.html

28.2 AppExchange Dashboard Pack for Marketing, Sales and Service.html

29. Kan Ban View and Case Feed Page Layout Assignments.mp4

29. Kan Ban View and Case Feed Page Layout Assignments.vtt

3. Mobile Interaction Channel and Creating a Mobile Case Record Type.mp4

3. Mobile Interaction Channel and Creating a Mobile Case Record Type.vtt

30. Practice Activity – Interaction Channels Trailhead Units.html

31. Interaction Channels Quiz.html

4. Telephony (aka ‘phone’) Interaction Channel.mp4

4. Telephony (aka ‘phone’) Interaction Channel.vtt

5. Email Interaction Channel and Creating an Email Case Record Type.mp4

5. Email Interaction Channel and Creating an Email Case Record Type.vtt

6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.mp4

6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.vtt

6.1 Email-to-Case Help Article.html

7. Adding Emails Related List to Cases Page Layout.mp4

7. Adding Emails Related List to Cases Page Layout.vtt

8. Configuring Email Templates for Effective Case Communications.mp4

8. Configuring Email Templates for Effective Case Communications.vtt

9. Web Interaction Channel.mp4

9. Web Interaction Channel.vtt

/7. Case Management/

1. Case Management Introduction.mp4

1. Case Management Introduction.vtt

10. Creating Omni-Channel Permission Sets.mp4

10. Creating Omni-Channel Permission Sets.vtt

11. Adding Omni-Channel to your Service Console Footer.mp4

11. Adding Omni-Channel to your Service Console Footer.vtt

12. Adding Sidebar Components to the Service Console.mp4

12. Adding Sidebar Components to the Service Console.vtt

13. Adding Fields to Page Layouts and Related Lists for Improved Usability.mp4

13. Adding Fields to Page Layouts and Related Lists for Improved Usability.vtt

14. Case Escalation Design Considerations.mp4

14. Case Escalation Design Considerations.vtt

15. Log a Call Activity Management and Call Disposition Design.mp4

15. Log a Call Activity Management and Call Disposition Design.vtt

16. Case Resolution Design Considerations – Case Closure.mp4

16. Case Resolution Design Considerations – Case Closure.vtt

16.1 Idea Exchange - Vote on Close Case ButtonPage Missing in Lightning Experience.html

17. Enabling Entitlement Management for SLA Driven Case Management.mp4

17. Enabling Entitlement Management for SLA Driven Case Management.vtt

17.1 Entitlement Management Help Topic.html

17.2 Entitlement Setup Checklist.html

17.3 The Admin's Guide to Entitlement Management (PDF).html

17.4 Entitlement Management Trailhead Module.html

18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.mp4

18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.vtt

18.1 Keyboard Shortcuts for Macros.html

19. Field Service Lightning.mp4

19. Field Service Lightning.vtt

19.1 Field Service Lightning Managed Package Implementation Notes (PDF).html

19.2 Field Service Lightning Consultant Certification Home Page.html

19.3 Set Up Field Service Lightning (Help Article).html

19.4 Field Service Lightning Managed Package Installation Page.html

19.5 Complete Guide to Field Service (PDF).html

2. Designing a Case Management Solution.mp4

2. Designing a Case Management Solution.vtt

20. Final Live Agent Configurations.mp4

20. Final Live Agent Configurations.vtt

21. Creating a Self-Service Community to Increase Case Deflection.mp4

21. Creating a Self-Service Community to Increase Case Deflection.vtt

21.1 Introducing Lightning Bolt.html

21.2 Which Community Template Should I Use.html

21.3 New Case Action Doesn't Exist Error - Knowledge Article 000232310.html

21.4 Set Up and Manage Communities Guide (PDF).html

21.5 Customer Community 101 eBook (PDF).html

21.6 Build a Community with Knowledge and Chat (Trailhead).html

22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.mp4

22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.vtt

22.1 Which Automation Tool.html

22.2 Visual Workflow Getting Started Pack (Private AppExchange Listing).html

22.3 Create a Satisfaction Survey Using Flows - Trailhead Module.html

22.4 Visual Workflow Guide.html

23. Practice Activity – Case Management Trailhead Units.html

24. Case Management Quiz.html

3. Case Creation Design Considerations.mp4

3. Case Creation Design Considerations.vtt

4. Case Queues Configuration.mp4

4. Case Queues Configuration.vtt

5. Case Assignment Design Considerations.mp4

5. Case Assignment Design Considerations.vtt

6. OmniChannel for Routing of Cases.mp4

6. OmniChannel for Routing of Cases.vtt

6.1 Supported Objects for OmniChannel.html

6.2 OmniChannel Implementation Guide.html

7. Creating Service Channels for Omni-Channel.mp4

7. Creating Service Channels for Omni-Channel.vtt

7.1 Supported Objects for OmniChannel.html

8. Creating Routing Configurations for Omni-Channel.mp4

8. Creating Routing Configurations for Omni-Channel.vtt

9. Creating a Presence Status for Omni-Channel.mp4

9. Creating a Presence Status for Omni-Channel.vtt

/8. Contact Center Analytics/

1. Contact Center Analytics Introduction.mp4

1. Contact Center Analytics Introduction.vtt

2. Contact Center Reporting Solutions.mp4

2. Contact Center Reporting Solutions.vtt

2.1 Service and Support Reports and Dashboards App.html

3. Reports and Dashboards Design Considerations.mp4

3. Reports and Dashboards Design Considerations.vtt

4. Practice Activity – Contact Center Analytics Trailhead Units.html

5. Contact Center Analytics Quiz.html

/9. Integration and Data Management/

1. Integration and Data Management Introduction.mp4

1. Integration and Data Management Introduction.vtt

2. Design Considerations for Large Data and Transaction Volumes.mp4

2. Design Considerations for Large Data and Transaction Volumes.vtt

2.1 Deferred Sharing Tip Sheet (PDF).html

3. Contact Center Integration Patterns.mp4

3. Contact Center Integration Patterns.vtt

3.1 Open CTI Lightning Demo Adapter Installation Page.html

3.2 Get Started with Open CTI.html

3.3 Lightning Open CTI Demo Adapter Install Instructions and More.html

4. Practice Activity – Integration and Data Management Trailhead Units.html

5. Integration and Data Management Quiz.html

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