NOT A STAND ALONE STUDY GUIDE. This book is designed to accompany
the Salesforce Certified Service Consultant Exam Preparation class
offered by Stony Point. A student in this class will learn how to
be a Salesforce Service Cloud Consultant. This book should only be
purchased by students who will be attending class. The class is
delivered by a senior instructor with many years of real world
consulting experience and is specifically designed to prepare
consultants to pass the Salesforce Certified Service Consultant
Exam. The instructor will cover all the key customer service
concepts within Salesforce in addition to sharing real world
experiences and best practices. The class presents a broad range of
topics cover just about everything on which a student will be
tested. These topics include but are not limited to: Software
Development Lifecycles, project management strategies, the
Force.com architecture, the model, view, controller design pattern,
and typical customer service and call center goals. There is in
depth coverage of system security topics such as: Users, Licenses,
Profiles, Field Level Security, Permission Sets, Delegated
Administration, Record Security, Organization Wide Defaults, Role
Hierarchy & Roles, Sharing Rules, Account Teams, Case Teams,
& Queues. The object model related to customer service
automation is thoroughly covered as well with sections on:
Accounts, Contacts & Person Accounts, Cases, Assets, Solutions,
Entitlements & Milestones, Knowledge, and Chatter. Finally,
topics concerning Service Cloud Console, CTI, IVR, WFM, portals,
integration, success metrics, analytics and best practices will be
explored. As a participant in the class, each student will be given
a practice learning environment to use during hands-on exercises
during the class. The student will be able to use this learning
environment indefinitely after the class without any additional
fee. Stony Point is a leading provider of Salesforce training for
sales people, customer service personnel, marketers, system
administrators, developers and consultants. Stony Point delivers
public and private classes virtually and in-person at locations
throughout the world. Please visit www.stonyp.com for more
information on the classes and services offered.
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