FTUForum com UDEMY Salesforce Service Cloud Consultant Certification Course FTU

1. 10. Release Readiness and Updates/1. Adding a Path to the Case Object - Spring '18 Release.mp49.93MB
2. 11. Next Steps/1. Next Steps Introduction.mp42.95MB
3. 11. Next Steps/2. Registering for the Service Cloud Consultant Certification.mp411.04MB
4. 11. Next Steps/3. Taking the Exam – Online vs. On-site.mp438.69MB
5. 11. Next Steps/4. Test Taking Strategies – Improve Your Odds of Passing the First Time.mp459.52MB
6. 11. Next Steps/5. Final Thoughts and a Word of Thanks.mp49.7MB
7. 1. Introduction and Getting Started/1. Getting Started Introduction.mp428.63MB
8. 1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.mp418.05MB
9. 1. Introduction and Getting Started/4. Logging into Salesforce and Switching Between Lightning and Classic.mp416.59MB
10. 1. Introduction and Getting Started/5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.mp417.22MB
11. 1. Introduction and Getting Started/6. Assigning the Service Cloud and Knowledge User Feature Licenses.mp49.1MB
12. 2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.mp411.46MB
13. 2. Industry Knowledge/1. Industry Knowledge Introduction.mp44.61MB
14. 2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.mp416.3MB
15. 2. Industry Knowledge/3. Contact Center KPIs.mp415.9MB
16. 2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.mp47.46MB
17. 2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.mp414.79MB
18. 2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.mp45.89MB
19. 2. Industry Knowledge/7. Exam Guide Sample Question #1.mp410.75MB
20. 2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.mp418.77MB
21. 2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.mp48.53MB
22. 3. Implementation Strategies/1. Implementation Strategies Introduction.mp44.25MB
23. 3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.mp443.04MB
24. 3. Implementation Strategies/3. Contact Center Deployment Strategies.mp415.2MB
25. 4. Service Cloud Solution Design/10. Service Console Macros.mp430.85MB
26. 4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp439.62MB
27. 4. Service Cloud Solution Design/12. Adjusting the Service Console Settings.mp418.45MB
28. 4. Service Cloud Solution Design/13. Exam Guide Sample Question #2.mp49.66MB
29. 4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.mp42.64MB
30. 4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.mp417.59MB
31. 4. Service Cloud Solution Design/3. Extending the Service Cloud with Custom Application Development and Third-Party.mp49.66MB
32. 4. Service Cloud Solution Design/4. Key Components for Performance Optimization and Creating a Validation Rule.mp421.41MB
33. 4. Service Cloud Solution Design/5. User Experience Requirements Solved by the Salesforce Lightning Service Console.mp413.16MB
34. 4. Service Cloud Solution Design/6. Salesforce Lightning Service Console Custom List Views and Creating a New User.mp444.28MB
35. 4. Service Cloud Solution Design/7. Service Console Interaction Logs (Salesforce Classic Only).mp431.73MB
36. 4. Service Cloud Solution Design/8. Service Console Custom Components.mp421.6MB
37. 4. Service Cloud Solution Design/9. Service Console Keyboard Shortcuts.mp45.95MB
38. 5. Knowledge Management/10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.mp420.38MB
39. 5. Knowledge Management/11. Exam Guide Sample Question #5.mp46.88MB
40. 5. Knowledge Management/1. Knowledge Management Introduction.mp42.6MB
41. 5. Knowledge Management/2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.mp431.82MB
42. 5. Knowledge Management/3. Managing Knowledge Adoption and Maintenance.mp425.74MB
43. 5. Knowledge Management/4. Creating Knowledge Data Categories Groups and Data Categories.mp422.1MB
44. 5. Knowledge Management/5. Creating Knowledge Article Record Types and Assigning Page Layouts.mp420.21MB
45. 5. Knowledge Management/6. Turning on the Knowledge Sidebar in the Service Console.mp424.11MB
46. 5. Knowledge Management/7. Knowledge Publishing Workflow.mp428.43MB
47. 5. Knowledge Management/8. Knowledge Data Migration Strategies.mp410.5MB
48. 5. Knowledge Management/9. Knowledge vs. Solutions.mp48.05MB
49. 6. Interaction Channels/10. Chat Interaction Channel – Web Chat (Live Agent).mp48.19MB
50. 6. Interaction Channels/11. Enabling Live Agent and Creating Live Agent Users.mp46.9MB
51. 6. Interaction Channels/12. Creating Live Agent Skills.mp47.16MB
52. 6. Interaction Channels/13. Creating Live Agent Configurations.mp419.49MB
53. 6. Interaction Channels/14. Creating Live Agent Deployments.mp44.53MB
54. 6. Interaction Channels/15. Setting Up Live Agent in the Salesforce Console.mp46.38MB
55. 6. Interaction Channels/16. Creating Chat Buttons.mp425.33MB
56. 6. Interaction Channels/17. Enabling OmniChannel and Creating Service Presence Status.mp46.08MB
57. 6. Interaction Channels/18. Adding the Supervisor Panel to the Salesforce Console.mp416.23MB
58. 6. Interaction Channels/19. Social Media Interaction Channel.mp423.27MB
59. 6. Interaction Channels/1. Interaction Channels Introduction.mp49.1MB
60. 6. Interaction Channels/20. Chatter Groups as Internal Interaction Channels.mp416.58MB
61. 6. Interaction Channels/21. Exam Guide Sample Question #4.mp44.62MB
62. 6. Interaction Channels/22. Interaction Channels UI Design Considerations.mp430.92MB
63. 6. Interaction Channels/23. Case Feed Configuration and Customization.mp428.25MB
64. 6. Interaction Channels/24. Adding and Configuring the Email Action to the Case Feed.mp419.76MB
65. 6. Interaction Channels/25. Interaction Channels Profile Design Considerations.mp421.61MB
66. 6. Interaction Channels/26. Interaction Channels Objects to Expose Design Considerations.mp419.47MB
67. 6. Interaction Channels/27. Interaction Channels Sharing Model Design Considerations.mp423.77MB
68. 6. Interaction Channels/28. Interaction Channels Reporting Design Considerations.mp427.49MB
69. 6. Interaction Channels/29. Kan Ban View and Case Feed Page Layout Assignments.mp427.37MB
70. 6. Interaction Channels/2. Understanding and Implementing Multiple Support Processes.mp411.12MB
71. 6. Interaction Channels/3. Mobile Interaction Channel and Creating a Mobile Case Record Type.mp48.4MB
72. 6. Interaction Channels/4. Telephony (aka ‘phone’) Interaction Channel.mp48.55MB
73. 6. Interaction Channels/5. Email Interaction Channel and Creating an Email Case Record Type.mp46.36MB
74. 6. Interaction Channels/6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.mp426.41MB
75. 6. Interaction Channels/7. Adding Emails Related List to Cases Page Layout.mp420.55MB
76. 6. Interaction Channels/8. Configuring Email Templates for Effective Case Communications.mp412.04MB
77. 6. Interaction Channels/9. Web Interaction Channel.mp417.31MB
78. 7. Case Management/10. Creating Omni-Channel Permission Sets.mp47.69MB
79. 7. Case Management/11. Adding Omni-Channel to your Service Console Footer.mp413.62MB
80. 7. Case Management/12. Adding Sidebar Components to the Service Console.mp418.87MB
81. 7. Case Management/13. Adding Fields to Page Layouts and Related Lists for Improved Usability.mp413.21MB
82. 7. Case Management/14. Case Escalation Design Considerations.mp427.39MB
83. 7. Case Management/15. Log a Call Activity Management and Call Disposition Design.mp437.94MB
84. 7. Case Management/16. Case Resolution Design Considerations – Case Closure.mp422.58MB
85. 7. Case Management/17. Enabling Entitlement Management for SLA Driven Case Management.mp475.95MB
86. 7. Case Management/18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.mp423.97MB
87. 7. Case Management/19. Field Service Lightning.mp443.08MB
88. 7. Case Management/1. Case Management Introduction.mp43.74MB
89. 7. Case Management/20. Final Live Agent Configurations.mp413.35MB
90. 7. Case Management/21. Creating a Self-Service Community to Increase Case Deflection.mp457.34MB
91. 7. Case Management/22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.mp476.29MB
92. 7. Case Management/2. Designing a Case Management Solution.mp45.57MB
93. 7. Case Management/3. Case Creation Design Considerations.mp46.89MB
94. 7. Case Management/4. Case Queues Configuration.mp421.02MB
95. 7. Case Management/5. Case Assignment Design Considerations.mp446.19MB
96. 7. Case Management/6. OmniChannel for Routing of Cases.mp48.69MB
97. 7. Case Management/7. Creating Service Channels for Omni-Channel.mp418.51MB
98. 7. Case Management/8. Creating Routing Configurations for Omni-Channel.mp422.03MB
99. 7. Case Management/9. Creating a Presence Status for Omni-Channel.mp45.68MB
100. 8. Contact Center Analytics/1. Contact Center Analytics Introduction.mp43.88MB
101. 8. Contact Center Analytics/2. Contact Center Reporting Solutions.mp411.9MB
102. 8. Contact Center Analytics/3. Reports and Dashboards Design Considerations.mp418.7MB
103. 9. Integration and Data Management/1. Integration and Data Management Introduction.mp44.26MB
104. 9. Integration and Data Management/2. Design Considerations for Large Data and Transaction Volumes.mp47.78MB
105. 9. Integration and Data Management/3. Contact Center Integration Patterns.mp442.56MB