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
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In October 2018, we updated our review system to improve the way we collect feedback. Below are the reviews written before that update. You are welcome to edit your old review into the new system!

4 of 4 students recommend this class
This is a must for all Service Cloud learners.