Getting Started with Rapid Exam Prep :
Exam Study Guide
Activity for Service Cloud Beginners
Topic 1: Industry Knowledge :
Pre-test: How much do you know about Industry Knowledge?
Industry Knowledge Question 1.1 - Common Contact Center Systems
Industry Knowledge Question 1.2 - Quality Monitoring
Industry Knowledge Question 1.3 - Business Continuity
Industry Knowledge Question 1.4 - Knowledge Centered Support (KCS)
Activity: Industry Knowledge Quiz
Supplemental Training: Industry Knowledge :
Introduction to Industry Knowledge Supplemental Training
Key contact center metrics, KPIs, and business challenges
Business continuity in the contact center
Different types of contact centers
Core tenets of KCS
Components of a contact center
Topic 2: Case Management :
Pre-test: How much do you know about Case Management?
Case Management Question 2.1 - Surveys
Case Management Question 2.2 - Service Level (SLA) Management
Case Management Question 2.3 - Case Entry Process
Case Management Question 2.4 - Omnichannel
Case Management Question 2.5 - Milestones & Entitlements
Case Management Question 2.6 - Case Collaboration
Case Management Question 2.7 - Case Automation
Case Management Question 2.8 - Configuration
Case Management Question 2.9 - Social Customer Service
Case Management Question 2.10 - Field Service Dispatch
Activity: Case Management Quiz
Topic 3: Service Cloud Solution Design :
Pre-test: How much do you know about Service Cloud Solution Design?
Service Cloud Solution Design Question 3.1 - Variable Required Data
Service Cloud Solution Design Question 3.2 - Salesforce Console for Service
Service Cloud Solution Design Question 3.3 - Repair and Returns
Service Cloud Solution Design Question 3.4 - Improving Cost per Case
Service Cloud Solution Design Question 3.5 - Console Configuration
Activity: Service Cloud Solution Design Quiz
Topic 4: Interaction Channels :
Pre-test: How much do you know about Interaction Channels?
Interaction Channels Question 4.1 - Email Management
Interaction Channels Question 4.2 - Communities
Interaction Channels Question 4.3 - Live Chat
Interaction Channels Question 4.4 - Agent Assisted Inquiries
Interaction Channels Question 4.5 - Live Agent and Chatter Answers
Interaction Channels Question 4.6 - Open CTI
Activity: Interaction Channels Quiz
Topic 5: Knowledge Management :
Pre-test: How much do you know about Knowledge Management?
Knowledge Management Question 5.1 - Integration to Case Management Process
Knowledge Management Question 5.2 - Features of Salesforce Knowledge
Knowledge Management Question 5.3 - Knowledge Visibility
Knowledge Management Question 5.4 - Knowledge Content Migration
Knowledge Management Question 5.5 - KCS and Archiving Articles
Activity: Knowledge Management Quiz
Topic 6: Implementation Strategy :
Pre-test: How much do you know about Implementation Strategy?
Implementation Strategy Question 6.1 - User Adoption
Implementation Strategy Question 6.2 - Project Planning Phase
Implementation Strategy Question 6.3 - Deployment Approach
Implementation Strategy Question 6.4 - Project Phase Identification
Activity: Implementation Strategies Quiz
Topic 7: Contact Center Analytics :
Pre-test: How much do you know about Contact Center Analytics?
Contact Center Analytics Question 7.1 - Agent Assisted Interactions
Contact Center Analytics Question 7.2 - Chat Team Performance
Contact Center Analytics Question 7.3 - User Adoption Dashboard
Activity: Bonus Quiz!
Topic 8: Integration and Data Management :
Pre-test: How much do you know about Integration and Data Management?
Integration and Data Management Question 8.1 - Reporting Integration
Integration and Data Management Question 8.2 - Legacy Data Migration
Integration and Data Management Question 8.3 - Legacy Migration Criteria
Integration and Data Management Question 8.4 - Case Data Quality
Integration and Data Management Question 8.5 - Batch Integration
Integration and Data Management Question 8.6 - Transaction Volume
Activity: Integration and Data Management Quiz
You made it to the end!
Bonus: Final Practice Exam:
Bonus: Final Practice Exam
Video Introducing this tutorial