Industry Knowledge for Contact Center Consultants - 30 Minute Mini-course
A free 30 minute course to prepare for the Industry Knowledge section of the Service Cloud Consultant Certification Exam
Service Cloud Consultant Certification is one of the trickiest Salesforce certifications to complete. The exam includes questions on Contact Center Industry Knowledge, for which there is no help or training provided!
This free 30 minute mini-course dives into the concepts you need to understand to ace the Industry Knowledge section of the Service Cloud Certification by explaining the key concepts of Contact Center operations and technology.
By the end of this course, you will be able to:
- Explain the factors that influence key contact center metrics, KPIs, and business challenges.
- Explain the uses cases, costs and benefits for different interaction channels.
- Identify challenges and considerations for business continuity in the contact center.
- Compare and contrast the different types of contact centers and their business drivers.
- Identify the core tenets of KCS.
- Describe how various components of a contact center can solve different business challenges.
This course includes a combination of video lectures and realistic practice exam questions with video explanations specific to Contact Center Industry Knowledge to test your understanding and shore up any weak areas.
StartIndustry Knowledge Introduction (0:48)
StartKey contact center metrics, KPIs, and business challenges (14:27)
StartActivity: Test what you learned about metrics, KPIs and business challenges
PreviewInteraction channels (5:23)
StartActivity: Test your knowledge of Interaction Channels
StartBusiness continuity in the contact center (3:03)
StartActivity: Confirm your understanding of Business Continuity
StartDifferent types of contact centers (3:25)
StartActivity: Test what you remember about contact center types
StartCore tenets of KCS (3:28)
StartActivity: What did you learn about KCS?
PreviewComponents of a contact center (6:29)
StartActivity: Test your knowledge of Contact Center Components
I am a Customer Service Operations consultant with more than 14 years experience implementing customer contact center software with one of the largest consulting firms in the world. I am an expert in Salesforce, ServiceMax, and Knowledge Centered Support.
I have architected and implemented some of the most complex Salesforce implementations globally for companies in the Fortune 50.
I have guided more than 2,000 consultants through Salesforce certifications, and I have trained thousands of end users on Salesforce.
I hold the following certifications: Salesforce Administrator, Service Cloud Consultant, Sales Cloud Consultant, Platform Developer, Platform App Builder, ServiceMax Consultant and KCS Practices Consultant.
As a strategic Salesforce consulting partner, for several years I helped to write and review new questions for Salesforce certification exams.