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Salesforce Service-Cloud-Consultant : Salesforce Certified Service cloud consultant Exam Dumps

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Exam Number : Service-Cloud-Consultant
Exam Name : Salesforce Certified Service cloud consultant
Vendor Name : Salesforce
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Service-Cloud-Consultant Exam Format | Service-Cloud-Consultant Course Contents | Service-Cloud-Consultant Course Outline | Service-Cloud-Consultant Exam Syllabus | Service-Cloud-Consultant Exam Objectives


Course Outline: Salesforce Certified Service Cloud Consultant

I. Introduction to Salesforce Service Cloud
A. Overview of Salesforce Service Cloud features and capabilities
B. Service Cloud architecture and components
C. Understanding the role of a Service Cloud consultant

II. Service Cloud Implementation Strategies
A. Defining service objectives and requirements
B. Designing service processes and workflows
C. Planning for data migration and integration

III. Service Cloud Data Model and Configuration
A. Understanding standard and custom objects in Service Cloud
B. Configuring case management and queues
C. Implementing entitlements and service contracts

IV. Salesforce Knowledge Management
A. Configuring and managing knowledge articles
B. Implementing knowledge article versioning and translation
C. Enabling knowledge base search and article recommendations

V. Omni-Channel and Service Console
A. Setting up Omni-Channel routing and work distribution
B. Configuring Service Console for efficient agent productivity
C. Customizing console components and layouts

VI. Service Cloud Automation
A. Designing and implementing service workflows
B. Utilizing process builder and flow for automation
C. Implementing service-level agreements (SLAs)

VII. Salesforce CTI Integration
A. Integrating telephony systems with Service Cloud
B. Configuring softphone functionality and screen pops
C. Implementing call center analytics and reporting

VIII. Service Cloud Analytics and Reporting
A. Creating service reports and dashboards
B. Analyzing service performance and customer satisfaction
C. Utilizing Einstein Analytics for service insights

Exam Objectives:
- Understand the features and capabilities of Salesforce Service Cloud
- Design and implement Service Cloud solutions based on business requirements
- Configure and customize Service Cloud components, such as cases, entitlements, and knowledge management
- Set up Omni-Channel routing and optimize agent productivity with Service Console
- Automate service processes using workflows, process builder, and flow
- Integrate telephony systems with Service Cloud for CTI functionality
- Create and analyze service reports and dashboards
- Demonstrate knowledge of best practices and industry standards for Service Cloud implementation

Syllabus:
The syllabus for the Salesforce Certified Service Cloud Consultant course will cover the following topics:
- Introduction to Salesforce Service Cloud
- Service Cloud Implementation Strategies
- Service Cloud Data Model and Configuration
- Salesforce Knowledge Management
- Omni-Channel and Service Console
- Service Cloud Automation
- Salesforce CTI Integration
- Service Cloud Analytics and Reporting



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Salesforce Service Exam Questions

 

Salesforce Pricing 2024: Everything You Need To Know

While Salesforce has many different products with pricing structures that often require a quote from the company, we’ve compiled the basic pricing for their sales CRM only.

It should be noted that the pricing is the same no matter how large your business is, but Salesforce markets a small business plan for each of its three main products of Sales, Service and Pardot. The prices are listed by Salesforce as being the same as they are listed for larger businesses. Their small business offering is more of a summary of what they recommend for businesses with smaller teams and less-needed accounts.

As you can see in the table above, as you scale up your pricing plan you’ll be able to get access to more rich features meant for larger or scaling businesses. The Starter Suite plan should be great for most small businesses with fewer than five sales team members, unless you are looking for something with accurate sales forecasting.

Features of Salesforce CRM

As you grow your business, you’ll be able to take advantage of the more advanced features like workflow automation. All businesses will have sales team members with a lot to juggle who can benefit from this. But more importantly, the larger your team is, the more automation you’ll need to make sure all processes are the same and tie back into your analytics correctly.

Your team will get access to the Salesforce mobile app no matter what plan you choose, which allows you to input data on any lead right from your phone. You’ll also be able to check any information you need as you’re on the go attempting to sell in person. It’s a great time-saver to help your sales team take their customer relationships to the next level.

If you’re looking for advanced developer tools, such as a sandbox or the ability to add custom applications, then you’ll want to check with your dev team for their specific needs. Some of these tools are unlocked with the Professional plan but most do not become available until you pay for Enterprise.

Finally, no matter what plan you choose, you can use Salesforce with any major email provider as you’ll be able to integrate your Gmail or Outlook service directly into the platform. This is a huge time-saver as you’re communicating either via cold reach out or a back-and-forth with your leads.

Starting Price

Free; $8 per user per month for basic features

Starting Price

Free; $20 per user per month (billed annually)

Starting Price

$14.90 per user per month


Salesforce (CRM) Boosts AI Offerings With Einstein 1 Upgrades

No result found, try new keyword!Salesforce, Inc. CRM has unveiled groundbreaking upgrades to its Einstein 1 Platform, introducing two game-changing features — the Data Cloud Vector Database and Einstein Copilot Search. These ...

Salesforce’s Einstein Copilot AI Will Soon Analyze Unstructured Data

Salesforce announced expanded capabilities of its generative AI assistant Einstein Copilot, enhanced integrations with Apple offerings and more today at the Salesforce World Tour New York 2023 event. The addition of the Data Cloud Vector Database to the Salesforce Data Cloud will allow both the Salesforce Data Cloud and Einstein Copilot to handle unstructured data.

Salesforce announced several other enhancements to its business software, particularly within Data Cloud for Advertisers. These products could be useful for a wide variety of teams, including IT, sales, customer service, marketing and commerce.

Jump to:

AI enhancements to Salesforce Data Cloud Einstein Copilot

A major enhancement to Salesforce Data Cloud is Data Cloud Vector Database, coming in a pilot program in February 2024. Data Cloud Vector Database is integrated vector database support that allows for the use of a wide variety of data types. Unstructured data — e.g., PDFs, email, audio and social media content — will be combined with structured data — e.g., purchase history, customer support cases and product inventory.

More must-read AI coverage

Einstein Copilot, Salesforce’s generative AI assistant, will be able to use unstructured data to respond to questions or perform analysis; it will access this data through Salesforce Data Cloud. Einstein Copilot will be generally available in February 2024.

“This transforms every piece of data — from emails to social media posts to audio — into actionable insights using AI, CRM, automation, AI, Einstein Copilot, and analytics,” said Rahul Auradkar, executive vice president and general manager of Unified Data Services and Einstein at Salesforce, in a press release.

Possible use cases of Einstein Copilot include:

  • Customer service: Einstein Copilot’s unstructured data will be able to be used for customer service. The example Salesforce gave is of a chatbot pulling answers from articles for a customer visiting a self-service page.
  • IT teams: Einstein Copilot can be used to help IT teams uncover problems in unstructured content produced in machine operations, such as logs, sensor readings or image and audio records.
  • Sales reps: Einstein Copilot can help sales reps get more information about a potential client company before meeting with that company’s representatives.
  • Einstein Copilot Search

    Another enhancement for Salesforce Data Cloud will be Einstein Copilot Search, which will be in pilot in February 2024. Einstein Copilot Search draws from data across Data Cloud to provide smart suggestions for searches. It will be useful for problem-solving tasks performed by sales, customer service, marketing, commerce and IT teams. For example, Einstein Copilot search will be able to link a customer’s emails and phone calls to their formal support ticket history to assist a customer service representative.

    Expanded Salesforce and Apple partnership

    Apple Messaging, Apple Pay and augmented reality will be accessible directly in certain Salesforce products. Salesforce and Apple have had a strategic partnership since 2018.

    Specifically, Apple Messages for Business in Service Cloud, generally available today with Salesforce’s Service Cloud Digital Engagement, will let businesses set up live chat experiences with customers for customer service, product recommendations, tracking shipments or setting up appointments. Customers can pay for services and products with Apple Pay within the Messenger app.

    Augmented reality with Apple’s ARKit will be available within the Salesforce Field Service mobile app in the summer of 2024. With it, field technicians can capture 3D renderings of real locations to make planning and installations easier.

    The Salesforce Field Service iOS widget will be available for iPhones in the summer of 2024. It provides a quick view of key account information in Salesforce Field Service.

    AWS partnership and more Salesforce news

    At Salesforce World Tour New York 2023, Salesforce’s AWS partnership was highlighted and other news was announced.

    Details about Salesforce’s partnership with AWS

    Salesforce reiterated the company’s partnership with AWS announced in November 2023, in which Salesforce expanded its use of AWS in multiple ways:

  • Salesforce began offering products on AWS Marketplace.
  • Some Einstein Studio Copilot capabilities will be able to be integrated with Amazon SageMaker and Amazon Bedrock.
  • Amazon Connect Chat came to Salesforce’s Service Cloud Digital Engagement.
  • Amazon Connect forecasting was added to Salesforce Service Cloud Omnichannel.
  • Salesforce’s app builder Heroku will receive powerful new capabilities from AWS services that allow it to become a factory for generative AI-first apps.
  • News about Trailblazer Career Marketplace, Unlimited Edition+, Data Cloud for Advertisers

    Salesforce opened a new jobs site for careers within the Salesforce ecosystem called Trailblazer Career Marketplace, which is open today to Salesforce partners.

    Salesforce announced Unlimited Edition+, a package of Salesforce technologies for companies interested in getting into generative AI, data and CRM. UE+ is now in general availability.

    New integrations are coming to Data Cloud for Advertisers. Data Cloud for Advertisers will be able to connect to Google Display & Video 360 for personalized ads across channels. Data Cloud for Advertisers will be able to connect to LinkedIn, letting advertisers target specific groups of professionals using Marketing Cloud, Sales Cloud and Service Cloud product usage data from their own apps and LinkedIn.

    Note: TechRepublic is covering the Salesforce World Tour New York 2023 event virtually.


     


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