Section: 1

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Introduction and Getting Started
1. Getting Started Introduction 2:46
2. Signing Up for a Free Salesforce Account 2:48
Free Salesforce Account Signup https://developer.salesforce.com/signup
3. Salesforce Lightning vs. Salesforce Classic Notes 0:00
4. Logging into Salesforce and Switching Between Lightning and Classic 2:04
5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide
6:37
6. Assigning the Service Cloud and Knowledge User Feature Licenses 1:08
Quiz 1: Introduction and Getting Started Quiz 0:00

Section: 2
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Industry Knowledge
7. Industry Knowledge Introduction 1:22
8. Installing Service and Support Dashboards to Measure Contact Center Metrics 5:09
Contact Center Metrics and Best Practices
https://www.salesforce.com/hub/service/call-center-best-practices/
Service and Support Reports and Dashboards - AppExchange App
https://appexchange.salesforce.com/listingDetail?listingId=a0N300000016Z6kEAE
Understanding Call Center Analytics https://www.salesforce.com/hub/service/call-
center-analytics/
Contact Center Glossary http://www.globalresponse.com/resource-center/the-call-
center-glossary/

9. Contact Center KPIs 4:11

Understanding Call Center Analytics https://www.salesforce.com/hub/service/call-
center-analytics/
5 Questions About Wave Analytics https://www.salesforce.com/form/conf/analytics/5-
questions-answered-by-wave-for-service.jsp?redirect=true&confPage=%2Fform%2Fconf
%2Fanalytics%2F5-questions-answered-by-wave-for-service.jsp&startPage=%2Fcms%2Fform
%2Fanalytics%2F5-questions-answered-by-wave-for-service.jsp&successPage=%2Fcms
%2Fform%2Fconf%2Fanalytics%2F5-questions-answered-by-wave-for-service.jsp&failPage=
%2Fcms%2Fform%2Fconf%2Fanalytics%2F5-questions-answered-by-wave-for-
service.jsp&landing_page=%2Fform%2Fanalytics%2F5-questions-answered-by-wave-for-
service.jsp&FormCampaignId=70130000000mGaB&DriverCampaignId=70130000000sUVb&deDupe=
true&PartnerPromoCode=Analytics_Cloud&nurture=&UserFirstName=Mike&UserLastName=Whee
ler&UserTitle=Found&UserEmail=mike
%40mikewheelermedia.com&UserPhone=6154911963&CompanyName=Mike+Wheeler+Media&Company
Employees=3&CompanyCountry=US&CompanyState=TN&Lead.Primary_Product_Interest__c=Anal
ytics+Cloud&ProductInterest=Sales&videoId=&playlistId=&player=&chapter=&DefaultDriv
erCampaignId=70130000000CrZx&mcloudSiteId=2761&mcloudCookieWrite=0&mcloudCustomerGU
ID=0e3fbeaa-42ef-4d62-9bde-
57e1d2b39609&mcloudFormName=MarketingAssetNoOptinSRFirstResponder&mcloudHandlingIns
tructions=&Lead.LeadType__c=&CampaignMember.Offers__c=&CM_OMTRJoinID=70130000000mGa
B%7C61dd913ac495db4481bfed0316f265850cea21b1&FormSkip=true&d=70130000000Ytm8
Wave App for Service 1 Sheet
https://secure2.sfdcstatic.com/assets/pdf/analytics/ac-service-wave-one-pager-
interactive.pdf
Service Wave Demo http://salesforce.vidyard.com/watch/pfy6rC3CfUd6HC1Zb1tGLg

10. Contact Center Business Challenges and How Salesforce Helps 3:21
11. Use Cases and Benefits for Different Interaction Channels 7:06
12. Challenges and Considerations for Business Continuity in the Contact Center
2:23
13. Exam Guide Sample Question #1 4:42
14. Types of Contact Centers and Displaying the Service Console 5:47
15. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce
Knowledge 3:02
Consortium for Service Innovation - KCS - Knowledge Centered Service
https://www.salesforce.com/blog/2012/04/salesforce-service-cloud-is-now-knowledge-
centered-support-kcs-verified-.html
Salesforce is KCS Verifiedhttps://www.salesforce.com/blog/2012/04/salesforce-
service-cloud-is-now-knowledge-centered-support-kcs-verified-.html
16. Contact Center Components and How They Solve Business Challenges 3:01
Computer Telephony Integration (CTI) for Salesforce: How Does it Work?
https://www.salesforce.com/blog/2016/07/computer-telephony-integration-cti-
works.html
Call Center Acronyms - by TalkDesk https://www.talkdesk.com/blog/call-center-
acronyms
17. Practice Activity – Industry Knowledge Trailhead Units 0:00
Quiz 2: Industry Knowledge Quiz 0:00

Section: 3
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Implementation Strategies
18. Implementation Strategies Introduction 0:52
19. Typical Phases of a Consulting Engagement and Creating Custom Objects and
Fields 14:49
20. Contact Center Deployment Strategies 5:04
Service Cloud ERD Diagram - From the SOAP API Guide
https://www.salesforce.com/blog/2016/07/computer-telephony-integration-cti-
works.html
Service Cloud Call Center Management - Service Cloud Landing Page
https://www.salesforce.com/products/service-cloud/solutions/call-center-management/
21. Practice Activity – Implementation Strategies Trailhead Units 0:00
Quiz 3: Implementation Strategies Quiz 0:00

Section: 4
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Service Cloud Solution Design
22. Service Cloud Solution Design Introduction 0:32
23. Analyzing Customer Requirements for Service Cloud Solution Design 8:07
24. Extending the Service Cloud with Custom Application Development and Third-Party
3:29
25. Key Components for Performance Optimization and Creating a Validation Rule 8:05
26. User Experience Requirements Solved by the Salesforce Lightning Service Console
5:46
27. Salesforce Lightning Service Console Custom List Views and Creating a New User
17:00
What Features Are Available in Lightning Console Apps? (Help Article)
https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&type=5
28. Service Console Interaction Logs (Salesforce Classic Only) 9:02
What Features Are Available in Lightning Console Apps? (Help Article)
https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&type=5
Set Up Interaction Logs for a Console in Salesforce Classic (Help Article)
https://help.salesforce.com/articleView?id=console2_setup_log.htm&type=5
Turn On Interaction Logs for a Console in Salesforce Classic
https://help.salesforce.com/articleView?id=console2_log_on.htm&type=5
29. Service Console Custom Components 7:14
30. Service Console Keyboard Shortcuts 1:39
Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic
https://help.salesforce.com/articleView?
id=console2_keyboard_shortcut_ref.htm&type=0
Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic
https://help.salesforce.com/articleView?id=console2_keyboard_shortcuts.htm&type=0
 Keyboard Shortcuts for Lightning Console Apps
https://help.salesforce.com/articleView?
id=console_lex_keyboard_shortcuts.htm&type=0
31. Service Console Macros 6:03
Examples of Macros in Salesforce Classic https://help.salesforce.com/articleView?
id=macros_examples.htm&type=0
Bulk Macros https://help.salesforce.com/articleView?
id=macros_def_bulk_macros.htm&type=0
Irreversible Macros https://help.salesforce.com/articleView?
id=macros_irreversible_macros.htm&type=0
Running a Macro https://help.salesforce.com/articleView?id=macros_run.htm&type=0
Tips for Creating Macros https://help.salesforce.com/articleView?
id=macros_create.htm&type=5
Creating Macros in Salesforce Classic https://help.salesforce.com/articleView?
id=macros_create.htm&type=5

32. Service Console Integration Toolkit and Lightning Console JavaScript API 10:55
What Features Are Available in Lightning Console Apps?
https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&type=5
Salesforce Console Developer Guide
https://resources.docs.salesforce.com/sfdc/pdf/api_console.pdf
Salesforce Console Integration Toolkit Developer Guide
https://resources.docs.salesforce.com/206/latest/en-us/sfdc/pdf/api_console.pdf
Sample Visualforce Code for Toolkit Example
https://developer.salesforce.com/docs/atlas.en-
us.api_console.meta/api_console/sforce_api_console_sample_vf.htm

33. Adjusting the Service Console Settings 5:33

34. Exam Guide Sample Question #2 4:10
35. Practice Activity – Service Cloud Solution Design Trailhead Units 0:00
Quiz 4: Service Cloud Solution Design Quiz 0:00

Section: 5
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Knowledge Management
36. Knowledge Management Introduction 0:33
37. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle 9:04
Complete Guide to Salesforce Knowledge
https://resources.docs.salesforce.com/sfdc/pdf/salesforce_knowledge_implementation_
guide.pdf
38. Managing Knowledge Adoption and Maintenance 7:50
Knowledge Base Dashboards & Reports
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000003HXO9EAO
39. Creating Knowledge Data Categories Groups and Data Categories 7:41
Keyboard Shortcuts for Data Categories https://help.salesforce.com/articleView?
err=1&id=category_shortcut.htm&type=0
Data Categories in Salesforce.com https://help.salesforce.com/articleView?
id=category_whatis.htm&type=0
40. Creating Knowledge Article Record Types and Assigning Page Layouts 4:42
41. Turning on the Knowledge Sidebar in the Service Console 7:17
42. Knowledge Publishing Workflow 14:25
Salesforce Knowledge Implementation Guide
https://resources.docs.salesforce.com/210/latest/en-
us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf
43. Knowledge Data Migration Strategies 4:30
Salesforce Knowledge Implementation Guide
https://resources.docs.salesforce.com/210/latest/en-
us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf
44. Knowledge vs. Solutions 3:07
45. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions
6:26
46. Exam Guide Sample Question #5 3:23
47. Practice Activity – Knowledge Management Trailhead Units 0:00
Quiz 5: Knowledge Management Quiz 0:00

Section: 6
2 / 31
Interaction Channels
48. Interaction Channels Introduction 1:43
49. Understanding and Implementing Multiple Support Processes 4:27
Service Cloud Channels https://help.salesforce.com/articleView?
id=support_channels.htm&type=0
50. Mobile Interaction Channel and Creating a Mobile Case Record Type 3:17
51. Telephony (aka ‘phone’) Interaction Channel 3:02
52. Email Interaction Channel and Creating an Email Case Record Type 2:14
53. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address
10:04
Email-to-Case Help Article https://help.salesforce.com/articleView?
err=1&id=customizesupport_email.htm&type=0
54. Adding Emails Related List to Cases Page Layout 6:00
55. Configuring Email Templates for Effective Case Communications 5:11
56. Web Interaction Channel 7:45
57. Chat Interaction Channel – Live Agent 2:31
58. Enabling Live Agent and Creating Live Agent Users 1:57
59. Creating Live Agent Skills 2:07
60. Creating Live Agent Configurations 6:36
61. Creating Live Agent Deployments 2:19
62. Setting Up Live Agent in the Salesforce Console 2:36
63. Creating Chat Buttons 7:28
64. Enabling OmniChannel and Creating Service Presence Status 2:31
65. Adding the Supervisor Panel to the Salesforce Console 4:05
66. Social Media Interaction Channel 7:39
Complete Guide to Social Customer Service
https://resources.docs.salesforce.com/sfdc/pdf/social_customer_service_impl_guide.p
df
Social Studio Home Page https://www.salesforce.com/products/marketing-
cloud/social-media-marketing/
Marketing Cloud Social Specialist Certification Information
http://certification.salesforce.com/marketingcloudsocialspe
Social Customer Feedback Surveys (AppExchange - Requires Social Studio License)
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000E1hJqUAJ

67. Chatter Groups as Internal Interaction Channels 6:06

68. Exam Guide Sample Question #4 2:19
69. Interaction Channels UI Design Considerations 12:16
70. Case Feed Configuration and Customization 9:21
71. Adding and Configuring the Email Action to the Case Feed 7:03
72. Interaction Channels Profile Design Considerations 8:08
73. Interaction Channels Objects to Expose Design Considerations 6:51
SOAP API Developer Guide API Reference
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/data_model.htm
74. Interaction Channels Sharing Model Design Considerations 11:47
75. Interaction Channels Reporting Design Considerations 13:33
Knowledge Report App https://appexchange.salesforce.com/appxListingDetail?
listingId=a0N30000003HXO9EAO
AppExchange Dashboard Pack for Marketing, Sales and Service
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016ZsfEAE
76. Kan Ban View and Case Feed Page Layout Assignments 12:36
77. Practice Activity – Interaction Channels Trailhead Units 0:00
Quiz 6: Interaction Channels Quiz 0:00

Section: 7
1 / 24
Case Management
78. Case Management Introduction 0:49
79. Designing a Case Management Solution 2:36
80. Case Creation Design Considerations 3:24
81. Case Queues Configuration 7:39
82. Case Assignment Design Considerations 14:39
83. OmniChannel for Routing of Cases 2:14
Supported Objects for OmniChannel https://help.salesforce.com/articleView?
id=service_presence_supported_objects.htm&type=5
OmniChannel Implementation Guide
https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf
84. Creating Service Channels for Omni-Channel 4:21
Supported Objects for OmniChannel https://help.salesforce.com/articleView?
id=service_presence_supported_objects.htm&type=5
85. Creating Routing Configurations for Omni-Channel 6:28
86. Creating a Presence Status for Omni-Channel 1:31
87. Creating Omni-Channel Permission Sets 2:38
88. Adding Omni-Channel to your Service Console Footer 3:48
89. Adding Sidebar Components to the Service Console 5:01
90. Adding Fields to Page Layouts and Related Lists for Improved Usability 4:33
91. Case Escalation Design Considerations 9:29
92. Log a Call Activity Management and Call Disposition Design 11:47
93. Case Resolution Design Considerations – Case Closure 8:25
Idea Exchange - Vote on Close Case Button/Page Missing in Lightning Experience
https://success.salesforce.com/ideaView?id=0873A000000cMWbQAM
94. Enabling Entitlement Management for SLA Driven Case Management 20:22
Entitlement Management Help Topic https://help.salesforce.com/articleView?
id=entitlements_help.htm&type=5
Entitlement Setup Checklist https://help.salesforce.com/articleView?
id=entitlements_setting_up_entitlement_management.htm&type=5
The Admin's Guide to Entitlement Management (PDF)
http://resources.docs.salesforce.com/latest/latest/en-
us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf
Entitlement Management Trailhead Module
https://trailhead.salesforce.com/modules/entitlements

95. Improve Agent Productivity by Bundling Multiple Case Actions in Macros 7:56
Keyboard Shortcuts for Macros https://help.salesforce.com/articleView?
id=macros_shortcuts.htm&type=5

96. Field Service Lightning 10:30

Set Up Field Service Lightning (Help Article)
Complete Guide to Field Service (PDF)
https://resources.docs.salesforce.com/210/latest/en-
us/sfdc/pdf/salesforce_field_service_implementation_guide.pdf
Field Service Lightning Managed Package Implementation Notes (PDF)
https://fsl.secure.force.com/install/servlet/servlet.FileDownload?
file=015360000035Gtd
Field Service Lightning Consultant Certification Home Page
http://certification.salesforce.com/fieldservicelightningconsultant
Field Service Lightning Managed Package Installation Page
https://fsl.secure.force.com/install

97. Final Live Agent Configurations 6:40

98. Creating a Self-Service Community to Increase Case Deflection 16:39
Introducing Lightning Bolt https://www.salesforce.com/blog/2016/09/introducing-
lightning-bolt.html
New Case Action Doesn't Exist Error - Knowledge Article 000232310
https://help.salesforce.com/articleView?id=000232310&type=1
Which Community Template Should I Use? https://help.salesforce.com/articleView?
id=siteforce_commtemp_intro.htm&type=5
Customer Community 101 eBook (PDF)
https://secure2.sfdcstatic.com/assets/pdf/misc/customer-community-101.pdf
Set Up and Manage Communities Guide (PDF)
https://resources.docs.salesforce.com/sfdc/pdf/communities.pdf
Build a Community with Knowledge and Chat (Trailhead)
https://trailhead.salesforce.com/trails/communities/projects/build-a-community-
with-knowledge-and-chat

99. Visual Workflow Use Cases, Capabilities and Limitations for Case Management
19:46
Which Automation Tool https://developer.salesforce.com/docs/atlas.en-
us.salesforce_vpm_guide.meta/salesforce_vpm_guide/process_which_tool.htm
Create a Satisfaction Survey Using Flows - Trailhead Module
https://trailhead.salesforce.com/projects/flow_satisfaction
Visual Workflow Getting Started Pack (Private AppExchange Listing)
https://appexchange.salesforce.com/listingDetail?listingId=a0N30000009wYVIEA2
Visual Workflow Guide http://resources.docs.salesforce.com/210/17/en-
us/sfdc/pdf/salesforce_vpm_implementation_guide.pdf
100. Practice Activity – Case Management Trailhead Units 0:00
Quiz 7: Case Management Quiz 0:00

Section: 8
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Contact Center Analytics
101. Contact Center Analytics Introduction 0:53
102. Contact Center Reporting Solutions 3:18
Service and Support Reports and Dashboards App
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016Z6kEAE
103. Reports and Dashboards Design Considerations 6:28
104. Practice Activity – Contact Center Analytics Trailhead Units 0:00
Quiz 8: Contact Center Analytics Quiz 0:00

Section: 9
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Integration and Data Management
105. Integration and Data Management Introduction 1:00
106. Design Considerations for Large Data and Transaction Volumes 2:18
Deferred Sharing Tip Sheet (PDF)
107. Contact Center Integration Patterns 11:36
Get Started with Open CTI https://developer.salesforce.com/docs/atlas.en-
us.api_cti.meta/api_cti/sforce_api_cti_intro.htm
Lightning Open CTI Demo Adapter Install Instructions and More
https://developer.salesforce.com/page/Lightning_Open_CTI
Open CTI Lightning Demo Adapter Installation Page
https://login.salesforce.com/packaging/installPackage.apexp?p0=04t41000000bSXh
108. Practice Activity – Integration and Data Management Trailhead Units 0:00
Quiz 9: Integration and Data Management Quiz 0:00

Section: 10
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Release Readiness and Updates
109. Adding a Path to the Case Object - Spring '18 Release 9:44
Section: 11
1 / 6
Next Steps
110. Next Steps Introduction 0:41
111. Registering for the Service Cloud Consultant Certification 5:19
112. Taking the Exam – Online vs. On-site 10:29
113. Test Taking Strategies – Improve Your Odds of Passing the First Time 5:30
114. Final Thoughts and a Word of Thanks 0:55
115. Bonus Lecture: Promo Codes / Website / Facebook Group / LinkedIn and More 0:00