| |
Video Name |
Time |
|
|
1. Industry Knowledge Introduction |
1:19 |
|
|
2. Installing Service and Support Dashboards to Measure Contact Center Metrics |
4:59 |
|
|
3. Contact Center KPIs |
3:56 |
|
|
4. Contact Center Business Challenges and How Salesforce Helps |
3:23 |
|
|
5. Use Cases and Benefits for Different Interaction Channels |
7:04 |
|
|
6. Challenges and Considerations for Business Continuity in the Contact Center |
2:21 |
|
|
7. Exam Guide Sample Question #1 |
4:42 |
|
|
8. Types of Contact Centers and Displaying the Service Console |
5:44 |
|
|
9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge |
2:57 |
|
|
10. Contact Center Components and How They Solve Business Challenges |
2:13 |
| |
Video Name |
Time |
|
|
1. Service Cloud Solution Design Introduction |
0:29 |
|
|
2. Analyzing Customer Requirements for Service Cloud Solution Design |
8:05 |
|
|
3. Extending the Service Cloud with Custom Application Development and Third-Party |
3:26 |
|
|
4. Key Components for Performance Optimization and Creating a Validation Rule |
8:02 |
|
|
5. User Experience Requirements Solved by the Salesforce Lightning Service Console |
5:43 |
|
|
6. Salesforce Lightning Service Console Custom List Views and Creating a New User |
16:57 |
|
|
7. Service Console Interaction Logs (Salesforce Classic Only) |
8:37 |
|
|
8. Service Console Custom Components |
7:11 |
|
|
9. Service Console Keyboard Shortcuts |
1:36 |
|
|
10. Service Console Macros |
5:35 |
|
|
11. Service Console Integration Toolkit and Lightning Console JavaScript API |
10:53 |
|
|
12. Adjusting the Service Console Settings |
5:30 |
|
|
13. Exam Guide Sample Question #2 |
4:01 |
| |
Video Name |
Time |
|
|
1. Knowledge Management Introduction |
0:31 |
|
|
2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle |
8:50 |
|
|
3. Managing Knowledge Adoption and Maintenance |
7:36 |
|
|
4. Creating Knowledge Data Categories Groups and Data Categories |
7:34 |
|
|
5. Creating Knowledge Article Record Types and Assigning Page Layouts |
4:39 |
|
|
6. Turning on the Knowledge Sidebar in the Service Console |
7:15 |
|
|
7. Knowledge Publishing Workflow |
14:12 |
|
|
8. Knowledge Data Migration Strategies |
4:23 |
|
|
9. Knowledge vs. Solutions |
3:04 |
|
|
10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions |
6:24 |
|
|
11. Exam Guide Sample Question #5 |
2:58 |
| |
Video Name |
Time |
|
|
1. Interaction Channels Introduction |
1:41 |
|
|
2. Understanding and Implementing Multiple Support Processes |
4:12 |
|
|
3. Mobile Interaction Channel and Creating a Mobile Case Record Type |
3:14 |
|
|
4. Telephony (aka ‘phone’) Interaction Channel |
2:59 |
|
|
5. Email Interaction Channel and Creating an Email Case Record Type |
2:11 |
|
|
6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address |
9:56 |
|
|
7. Adding Emails Related List to Cases Page Layout |
5:57 |
|
|
8. Configuring Email Templates for Effective Case Communications |
5:08 |
|
|
9. Web Interaction Channel |
1:54 |
|
|
10. Chat Interaction Channel – Web Chat (Live Agent) |
2:28 |
|
|
11. Enabling Live Agent and Creating Live Agent Users |
1:54 |
|
|
12. Creating Live Agent Skills |
2:05 |
|
|
13. Creating Live Agent Configurations |
6:34 |
|
|
14. Creating Live Agent Deployments |
2:17 |
|
|
15. Setting Up Live Agent in the Salesforce Console |
2:34 |
|
|
16. Creating Chat Buttons |
7:25 |
|
|
17. Enabling OmniChannel and Creating Service Presence Status |
2:29 |
|
|
18. Adding the Supervisor Panel to the Salesforce Console |
4:02 |
|
|
19. Social Media Interaction Channel |
7:36 |
|
|
20. Chatter Groups as Internal Interaction Channels |
6:04 |
|
|
21. Exam Guide Sample Question #4 |
2:17 |
|
|
22. Interaction Channels UI Design Considerations |
12:13 |
|
|
23. Case Feed Configuration and Customization |
9:01 |
|
|
24. Adding and Configuring the Email Action to the Case Feed |
7:00 |
|
|
25. Interaction Channels Profile Design Considerations |
8:05 |
|
|
26. Interaction Channels Objects to Expose Design Considerations |
6:48 |
|
|
27. Interaction Channels Sharing Model Design Considerations |
11:44 |
|
|
28. Interaction Channels Reporting Design Considerations |
12:24 |
|
|
29. Kan Ban View and Case Feed Page Layout Assignments |
11:28 |
| |
Video Name |
Time |
|
|
1. Case Management Introduction |
0:46 |
|
|
2. Case Creation Design Considerations |
3:22 |
|
|
3. Case Queues Configuration |
7:36 |
|
|
4. Case Assignment Design Considerations |
14:36 |
|
|
5. OmniChannel for Routing of Cases |
2:11 |
|
|
6. Creating Service Channels for Omni-Channel |
4:17 |
|
|
7. Creating Routing Configurations for Omni-Channel |
6:25 |
|
|
8. Creating a Presence Status for Omni-Channel |
1:29 |
|
|
9. Creating Omni-Channel Permission Sets |
2:35 |
|
|
10. Adding Omni-Channel to your Service Console Footer |
3:45 |
|
|
11. Adding Sidebar Components to the Service Console |
4:58 |
|
|
12. Adding Fields to Page Layouts and Related Lists for Improved Usability |
4:30 |
|
|
13. Case Escalation Design Considerations |
9:26 |
|
|
14. Log a Call Activity Management and Call Disposition Design |
11:44 |
|
|
15. Case Resolution Design Considerations – Case Closure |
7:38 |
|
|
16. Enabling Entitlement Management for SLA Driven Case Management |
20:10 |
|
|
17. Improve Agent Productivity by Bundling Multiple Case Actions in Macros |
7:53 |
|
|
18. Field Service Lightning |
10:27 |
|
|
19. Final Live Agent Configurations |
6:37 |
|
|
20. Creating a Self-Service Community to Increase Case Deflection |
15:28 |
|
|
21. Visual Workflow Use Cases, Capabilities and Limitations for Case Management |
18:20 |
