Service Cloud Exam- Contact Center Industry Knowledge

Service Cloud Exam: Contact Center Industry Knowledge, available at Free, has an average rating of 4.35, with 11 lectures, 6 quizzes, based on 607 reviews, and has 11436 subscribers.

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You will learn about Pass the Industry Knowledge section of the Service Cloud Consultant exam Discuss key topics related to customer service and support operations THIS COURSE IS NO LONGER BEING UPDATED THIS COURSE IS NO LONGER BEING UPDATED This course is ideal for individuals who are This course is for certified Salesforce Administrators who are preparing to take the Service Cloud Consultant Exam. No prior knowledge of contact centers is required. or This course can also be useful to anyone interested in contact center operations. or THIS COURSE IS NO LONGER BEING UPDATED It is particularly useful for This course is for certified Salesforce Administrators who are preparing to take the Service Cloud Consultant Exam. No prior knowledge of contact centers is required. or This course can also be useful to anyone interested in contact center operations. or THIS COURSE IS NO LONGER BEING UPDATED.

Enroll now: Service Cloud Exam: Contact Center Industry Knowledge

Summary

Title: Service Cloud Exam: Contact Center Industry Knowledge

Price: Free

Average Rating: 4.35

Number of Lectures: 11

Number of Quizzes: 6

Number of Published Lectures: 11

Number of Published Quizzes: 6

Number of Curriculum Items: 17

Number of Published Curriculum Objects: 17

Original Price: Free

Quality Status: approved

Status: Live

What You Will Learn

Pass the Industry Knowledge section of the Service Cloud Consultant exam

Discuss key topics related to customer service and support operations

THIS COURSE IS NO LONGER BEING UPDATED

THIS COURSE IS NO LONGER BEING UPDATED

Who Should Attend

This course is for certified Salesforce Administrators who are preparing to take the Service Cloud Consultant Exam. No prior knowledge of contact centers is required.

This course can also be useful to anyone interested in contact center operations.

THIS COURSE IS NO LONGER BEING UPDATED

Target Audiences

This course is for certified Salesforce Administrators who are preparing to take the Service Cloud Consultant Exam. No prior knowledge of contact centers is required.

This course can also be useful to anyone interested in contact center operations.

THIS COURSE IS NO LONGER BEING UPDATED

THIS COURSE IS NO LONGER BEING UPDATED

THIS COURSE IS NO LONGER BEING UPDATED

I am waiting for Udemy to let me unpublish it.

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Service Cloud Consultant Certification is one of the trickiest Salesforce certifications to complete. The exam includes questions on Contact Center Industry Knowledge, for which there is no help or training provided by Salesforce!  This course solves that problem.

This 30 minute mini-course dives into the concepts you need to understand to ace the Industry Knowledge section of the Service Cloud Certification, by explaining the key concepts of Contact Center operations and technology.

By the end of this course, you will be able to:

1. Explain the factors that influence key contact center metrics, KPIs, and business challenges.

2. Explain the uses cases, costs and benefits for different interaction channels.

3. Identify challenges and considerations for business continuity in the contact center.

4. Compare and contrast the different types of contact centers and their business drivers.

5. Identify the core tenets of KCS.

6. Describe how various components of a contact center can solve different business challenges.

This course includes a combination of video lectures and realistic practice exam questions specific to Contact Center Industry Knowledge, to test your understanding and shore up any weak areas.

Course Curriculum

Chapter 1: Lectures: Industry Knowledge

Lecture 1: Introduction

Lecture 2: Key contact center metrics, KPIs, and business challenges

Lecture 3: Interaction channels

Lecture 4: Business continuity in the contact center

Lecture 5: Different types of contact centers

Lecture 6: Core tenets of KCS

Lecture 7: Components of a contact center

Chapter 2: Video Practice Questions for Service Cloud Industry Knowledge

Lecture 1: Question 1.1 – Common Contact Center Systems

Lecture 2: Question 1.2 – Quality Monitoring

Lecture 3: Question 1.3 – Business Continuity

Lecture 4: Question 1.4 – Knowledge Centered Support (KCS)

Instructors

Bobby Buntin
Salesforce Instructor and Consultant

Rating Distribution

1 stars: 4 votes

2 stars: 6 votes

3 stars: 69 votes

4 stars: 240 votes

5 stars: 288 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!