Salesforce Certification: Service Cloud Rapid Exam Prep

Bobby Buntin, Certified Salesforce Consultant Instructor

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41 Lessons (1h 42m)
    • 1. Introduction

      4:37
    • 2. Common Contact Center Systems

      2:15
    • 3. Quality Monitoring

      1:27
    • 4. Business Continuity

      1:56
    • 5. Knowledge Centered Support

      1:10
    • 6. Customer Surveys

      1:35
    • 7. Case Automation

      1:15
    • 8. Configuration

      2:46
    • 9. Omnichannel

      2:03
    • 10. Case Collaboration

      1:33
    • 11. Service Level Management

      1:29
    • 12. Case Entry Process

      3:10
    • 13. Improving Cost per Case

      3:55
    • 14. Console Configuration

      3:25
    • 15. Salesforce Console for Service

      3:27
    • 16. Variable Required Data

      1:59
    • 17. Repair and Returns

      2:45
    • 18. Live Agent and Chatter

      2:39
    • 19. Open CTI

      1:56
    • 20. Agent Assisted Inquiries

      1:45
    • 21. Communities

      2:05
    • 22. Live Chat

      2:34
    • 23. Email Management

      2:47
    • 24. Integration to the Case Management Process

      2:28
    • 25. Knowledge Content Migration

      2:04
    • 26. Features of Salesforce Knowledge

      2:52
    • 27. KCS and Archiving Articles

      2:37
    • 28. Knowledge Visibility

      3:43
    • 29. User Adoption

      3:17
    • 30. Project Planning Phase

      1:52
    • 31. Deployment Approach

      2:53
    • 32. Project Phase Identification

      2:20
    • 33. Agent Assisted Interactions

      2:58
    • 34. Chat Team Performance

      2:16
    • 35. User Adoption Dashboard

      3:14
    • 36. Reporting Integration

      2:53
    • 37. Legacy Data Migration

      2:12
    • 38. Legacay Migration Criteria

      2:21
    • 39. Case Data Quality

      2:35
    • 40. Batch Integration

      1:57
    • 41. Transaction Volume

      2:35

Project Description

Complete Study Plan for the Certification Exam

The course is structured by the same categories as the certification exam.  Watch the videos in each section, and create a heat map of your comfort level with each topic.

Green - Completely comfortable

Yellow - Somewhat uneasy

Red - I don't understand this topic well enough

An example for the first section, Industry Knowledge would look like this:

Industry Knowledge

Green

  • Business Continuity

Yellow

  • Quality Montoring

Red

  • Contact Center Systems
  • Knowledge Centered Support (KCS)

Study Plan

Resources(1)

Student Projects