0. Websites you may like

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  How you can help Team-FTU.txt

 10. Release Readiness and Updates

  1. Adding a Path to the Case Object - Spring '18 Release.vtt

 11. Next Steps

  1. Next Steps Introduction.vtt

  2. Registering for the Service Cloud Consultant Certification.vtt

  3. Taking the Exam – Online vs. On-site.vtt

  4. Test Taking Strategies – Improve Your Odds of Passing the First Time.vtt

  5. Final Thoughts and a Word of Thanks.vtt

 1. Introduction and Getting Started

  1. Getting Started Introduction.vtt

  2. Signing Up for a Free Salesforce Account.mp4

  3. General Housekeeping and Free Resources for Your Salesforce Career.html

  4. Logging into Salesforce and Switching Between Lightning and Classic.vtt

  5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.vtt

  6. Assigning the Service Cloud and Knowledge User Feature Licenses.vtt

 2. Industry Knowledge

  10.2 Computer Telephony Integration (CTI) for Salesforce How Does it Work.html

  10. Contact Center Components and How They Solve Business Challenges.vtt

  12. Industry Knowledge Quiz.html

  1. Industry Knowledge Introduction.vtt

  2.2 Contact Center Glossary.html

  2.4 Contact Center Metrics and Best Practices.html

  2. Installing Service and Support Dashboards to Measure Contact Center Metrics.vtt

  3.2 Service Wave Demo.html

  3.4 5 Questions About Wave Analytics.html

  3. Contact Center KPIs.vtt

  4. Contact Center Business Challenges and How Salesforce Helps.vtt

  5. Use Cases and Benefits for Different Interaction Channels.vtt

  6. Challenges and Considerations for Business Continuity in the Contact Center.vtt

  7. Exam Guide Sample Question #1.vtt

  8. Types of Contact Centers and Displaying the Service Console.vtt

  9.2 Salesforce is KCS Verified.html

  9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.vtt

 3. Implementation Strategies

  1. Implementation Strategies Introduction.vtt

  2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.vtt

  3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html

  3. Contact Center Deployment Strategies.vtt

  5. Implementation Strategies Quiz.html

 4. Service Cloud Solution Design

  10.2 Examples of Macros in Salesforce Classic.html

  10.4 Bulk Macros.html

  10.6 Tips for Creating Macros.html

  10. Service Console Macros.vtt

  11.2 What Features Are Available in Lightning Console Apps.html

  11.4 Salesforce Console Integration Toolkit Developer Guide.html

  11. Service Console Integration Toolkit and Lightning Console JavaScript API.vtt

  12. Adjusting the Service Console Settings.vtt

  13. Exam Guide Sample Question #2.vtt

  15. Service Cloud Solution Design Quiz.html

  1. Service Cloud Solution Design Introduction.vtt

  2. Analyzing Customer Requirements for Service Cloud Solution Design.vtt

  3. Extending the Service Cloud with Custom Application Development and Third-Party.vtt

  4. Key Components for Performance Optimization and Creating a Validation Rule.vtt

  5. User Experience Requirements Solved by the Salesforce Lightning Service Console.vtt

  6. Salesforce Lightning Service Console Custom List Views and Creating a New User.mp4

  7.1 Set Up Interaction Logs for a Console in Salesforce Classic (Help Article).html

  7.3 What Features Are Available in Lightning Console Apps (Help Article).html

  7. Service Console Interaction Logs (Salesforce Classic Only).vtt

  8. Service Console Custom Components.vtt

  9.2 Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic.html

  9. Service Console Keyboard Shortcuts.mp4

 5. Knowledge Management

  10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.vtt

  11. Exam Guide Sample Question #5.vtt

  13. Knowledge Management Quiz.html

  1. Knowledge Management Introduction.vtt

  2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.mp4

  3.1 Knowledge Base Dashboards & Reports.html

  3. Managing Knowledge Adoption and Maintenance.vtt

  4.2 Data Categories in Salesforce.com.html

  4. Creating Knowledge Data Categories Groups and Data Categories.vtt

  5. Creating Knowledge Article Record Types and Assigning Page Layouts.vtt

  6. Turning on the Knowledge Sidebar in the Service Console.vtt

  7. Knowledge Publishing Workflow.mp4

  8.1 Salesforce Knowledge Implementation Guide.html

  8. Knowledge Data Migration Strategies.vtt

  9. Knowledge vs. Solutions.vtt

 6. Interaction Channels

  10. Chat Interaction Channel – Web Chat (Live Agent).vtt

  11. Enabling Live Agent and Creating Live Agent Users.vtt

  12. Creating Live Agent Skills.vtt

  13. Creating Live Agent Configurations.vtt

  14. Creating Live Agent Deployments.vtt

  15. Setting Up Live Agent in the Salesforce Console.vtt

  16. Creating Chat Buttons.vtt

  17. Enabling OmniChannel and Creating Service Presence Status.vtt

  18. Adding the Supervisor Panel to the Salesforce Console.vtt

  19.2 Social Customer Feedback Surveys (AppExchange - Requires Social Studio License).html

  19.4 Social Studio Home Page.html

  19. Social Media Interaction Channel.vtt

  1. Interaction Channels Introduction.vtt

  20. Chatter Groups as Internal Interaction Channels.vtt

  21. Exam Guide Sample Question #4.vtt

  22. Interaction Channels UI Design Considerations.mp4

  23. Case Feed Configuration and Customization.mp4

  24. Adding and Configuring the Email Action to the Case Feed.mp4

  25. Interaction Channels Profile Design Considerations.mp4

  26.1 SOAP API Developer Guide API Reference.html

  26. Interaction Channels Objects to Expose Design Considerations.vtt

  27. Interaction Channels Sharing Model Design Considerations.vtt

  28.2 AppExchange Dashboard Pack for Marketing, Sales and Service.html

  28. Interaction Channels Reporting Design Considerations.vtt

  29. Kan Ban View and Case Feed Page Layout Assignments.vtt

  2. Understanding and Implementing Multiple Support Processes.vtt

  31. Interaction Channels Quiz.html

  3. Mobile Interaction Channel and Creating a Mobile Case Record Type.vtt

  4. Telephony (aka ‘phone’) Interaction Channel.vtt

  5. Email Interaction Channel and Creating an Email Case Record Type.vtt

  6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.mp4

  7. Adding Emails Related List to Cases Page Layout.mp4

  8. Configuring Email Templates for Effective Case Communications.mp4

  9. Web Interaction Channel.mp4

 7. Case Management

  10. Creating Omni-Channel Permission Sets.vtt

  11. Adding Omni-Channel to your Service Console Footer.vtt

  12. Adding Sidebar Components to the Service Console.vtt

  13. Adding Fields to Page Layouts and Related Lists for Improved Usability.vtt

  14. Case Escalation Design Considerations.vtt

  15. Log a Call Activity Management and Call Disposition Design.vtt

  16. Case Resolution Design Considerations – Case Closure.mp4

  17.1 Entitlement Management Help Topic.html

  17.3 The Admin's Guide to Entitlement Management (PDF).html

  17. Enabling Entitlement Management for SLA Driven Case Management.mp4

  18.1 Keyboard Shortcuts for Macros.html

  18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.vtt

  19.2 Field Service Lightning Consultant Certification Home Page.html

  19.4 Field Service Lightning Managed Package Installation Page.html

  19. Field Service Lightning.mp4

  1. Case Management Introduction.mp4

  20. Final Live Agent Configurations.mp4

  21.1 Introducing Lightning Bolt.html

  21.3 New Case Action Doesn't Exist Error - Knowledge Article 000232310.html

  21.5 Customer Community 101 eBook (PDF).html

  21. Creating a Self-Service Community to Increase Case Deflection.mp4

  22.1 Which Automation Tool.html

  22.3 Create a Satisfaction Survey Using Flows - Trailhead Module.html

  22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.mp4

  23. Practice Activity – Case Management Trailhead Units.html

  2. Designing a Case Management Solution.mp4

  3. Case Creation Design Considerations.mp4

  4. Case Queues Configuration.mp4

  5. Case Assignment Design Considerations.mp4

  6.1 Supported Objects for OmniChannel.html

  6. OmniChannel for Routing of Cases.mp4

  7.1 Supported Objects for OmniChannel.html

  7. Creating Service Channels for Omni-Channel.vtt

  8. Creating Routing Configurations for Omni-Channel.vtt

  9. Creating a Presence Status for Omni-Channel.vtt

 8. Contact Center Analytics

  1. Contact Center Analytics Introduction.vtt

  2. Contact Center Reporting Solutions.mp4

  3. Reports and Dashboards Design Considerations.mp4

  4. Practice Activity – Contact Center Analytics Trailhead Units.html

 9. Integration and Data Management

  1. Integration and Data Management Introduction.vtt

  2. Design Considerations for Large Data and Transaction Volumes.mp4

  3.1 Open CTI Lightning Demo Adapter Installation Page.html

  3.3 Lightning Open CTI Demo Adapter Install Instructions and More.html

  3. Contact Center Integration Patterns.vtt

  5. Integration and Data Management Quiz.html