Note
Please be informed that Focus On Force has recently updated this Certification Course to reflect a more modern, stylish and accessible UI.
As you may have observed, we have cleaned up the Main Lesson Page to only show the Main Objectives, Mindmap (also available in Topic pages), and Feedback -- allowing you to have a more clutter-free workspace. We have created separate Topic Pages for each detailed objective which you can access at the left hand side of the page. Upon clicking, you will be presented with the Detailed Objectives under the Section that you have chosen. Additionally, we have put "Topic Progress" indicators which could guide you better on your progress.
For mobile users:
On the Main Course Page, you will see the Lesson Table wherein Percentages and Sections are listed. On the upper right hand side of the table, you will see options to "Expand All" and "Collapse All". If you click on "Expand All", it will give you the option to pick which objective you would like to access.
Resources
Industry Knowledge
- Explain the factors that influence key contact center metrics, KPIs, and business challenges.
- Explain the use cases and benefits for different interaction channels.
- Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).
- Identify the benefits of a knowledge base.
- Knowledge Check
Service Cloud Solution Design
- Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
- Distinguish the key components that contribute to performance optimization within a design.
- Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Salesforce Field Service.
- Knowledge Check
Knowledge Management
- Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
- Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
- Given a set of requirements, determine how to configure data categories, article record types, articles, and publishing workflow
- Understand the key factors to consider when implementing a Knowledge data migration strategy.
- Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.
- Knowledge Check
Interaction Channels
- Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)
- Given business process requirements, determine the appropriate approach to case submission.
- Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
- Knowledge Check
Case Management I
- Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
- Describe the relationships between cases and other areas such as assets, entitlements, work orders, Experience Cloud Sites, Chat, and Knowledge.
- Given a set of KPIs, determine the appropriate case management solution.
- Knowledge Check
Case Management II
- Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
- PART 1: Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).
- PART 2: Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).
- Identify use cases and capabilities of Social Customer Service.
- Knowledge Check
Contact Center Analytics
- Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
- Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
- Knowledge Check
So, so grateful for this course and the practice exams! I passed my certification today! Course material snd practice exams were instrumental. So thankful for all the work you all do for us Salesforce Trailblazers and professionals!!
Hi Elias, congratulations on passing your Service Cloud certification! The whole FoF Team is thrilled to hear that the course and practice exams were instrumental in your success. We are so grateful for the opportunity to support Salesforce Trailblazers and professionals like you. Thank you for trusting us with your preparation, and we wish you continued success in your career.