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Salesforce Service Cloud Consultant Certification Course

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Gain fundamental knowledge of Salesforce Service Cloud concepts, features, and use cases with Salesforce Training Course from Multisoft Virtual Academy. Get trained from Multisoft’s global subject matter expert in one-on-one and corporate training sessions. Avail perks like lifetime e-learning access and a globally recognized training certificate.

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	19 Jul 2025	24	06:00 PM - 09:00 PM	Sat, Sun
	20 Jul 2025	24	06:00 PM - 09:00 PM	Sat, Sun

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Instructor-led Training Live Online Classes

	19 Jul 2025	24	06:00 PM - 09:00 PM	Sat, Sun
	20 Jul 2025	24	06:00 PM - 09:00 PM	Sat, Sun

Course Price At

$ 590

Enroll Now

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Online Self Learning Courses are designed for self-directed training, allowing participants to begin at their convenience with structured training and review exercises to reinforce learning. You’ll learn through videos, PPTs and complete assignments, projects and other activities designed to enhance learning outcomes, all at times that are most convenient to you.

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Course Highlights

Duration: 24 Hrs.
Subject Matter Expert
After Training Support
Recorded Sessions
Lifetime e-Learning Access
Free Online Assessments

One to One Training

Salesforce Service Cloud Consultant Training Course Syllabus

Curriculum Designed by Experts

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Salesforce Service Cloud is a customer relationship management platform offered by Salesforce that focuses on customer service and support. The platform allows users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents, in order to nurture one-to-one marketing relationships with every customer across multiple channels and devices. Salesforce Service Cloud Training Course offered by Multisoft Virtual Academy imparts knowledge on all the fundamental concepts and capabilities of Salesforce Service cloud, by helping them understand the terminology related to Service cloud; learn about the factors influencing the contact centre and the considerations for business continuity; learn how to design and deploy strategies appropriate for a contact centre; handle knowledge management starting from creation to feedback including the data migration strategy; design a case management solution from case creation to closure and more.

Taught by Multisoft’s certified industry experts, this course has been designed for advance developers, administrators, Salesforce developers, senior business analyst and cloud computing consultants. Salesforce Service Cloud Training Course comes with perks like lifetime e-learning access, recorded training session videos and after training support. This course is delivered in live instructor-led one-on-one and corporate sessions. Once the candidate has successfully completed the program, he/she will be awarded with a globally recognized training certificate.

Salesforce Service Cloud Training Course Objectives:

Understand the terminology related to Service cloud
Determine the factors influencing the contact centre and the considerations for business continuity
Understand designing and deployment strategies appropriate for a contact centre
Handle knowledge management starting from creation to feedback including the data migration strategy
Determine the functionality over different interaction channels including web, email, chat, social media, and mobile phone
Design a case management solution from case creation to closure
Handle large data and transaction volume issues in analysing and coming up with the design considerations

The Salesforce Service Cloud Consultant Certification Course offered by Multisoft Virtual Academy is designed to equip professionals with the skills required to implement and optimize the Salesforce Service Cloud solution. This course dives deep into customer service processes, case management, contact center analytics, and integration techniques.

Factors that influence key contact center metrics, KPIs, and business challenges
Use cases, costs and benefits for different interaction channels
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

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Given a scenario, determine how to facilitate a successful consulting engagement
Given a scenario, determine appropriate contact center deployment strategies

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Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs
Distinguish when it is appropriate to include custom application development or third-party applications
Distinguish the key components that contribute to performance optimization within a design
Describe the user experience requirements that can be solved by the Salesforce Console for Service

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Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Compare and contrast Files, Content, Solutions, and Knowledge.
Given a set of requirements, determine how to configure data categories, article types, and publishing workflow D
Distinguish the key factors to consider when designing a Knowledge data migration strategy

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Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media
Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each
Explain the Open CTI features, architecture, and implications
Given a set of requirements, recommend the appropriate Communities solution
Explain the design considerations and best practices when configuring an interaction channel solution

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Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge
Given a set of KPIs, determine the appropriate case management solution
Identify use cases for Chatter, Chatter Answers and Case Feed within case management
Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce
Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management
Identify capabilities for managing cases using social media

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Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives)
Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics

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Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
Explain the use cases and considerations common to contact center integration patterns.
Explain the use cases and considerations for data migration and data quality

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Salesforce Service Cloud Consultant Training Description

Understand and implement core features of Salesforce Service Cloud
Design solutions that optimize service processes for case resolution and customer satisfaction
Configure Service Console and enhance agent productivity
Set up and manage Knowledge Base, Omni-Channel, and CTI integrations
Analyze data to track performance metrics and drive service improvements
Prepare confidently for the Salesforce Certified Service Cloud Consultant exam

Administrators
Salesforce developers
Senior business analyst

Basic understanding of Salesforce CRM features
Prior knowledge of customer service or support operations
Salesforce Administrator certification (recommended but not mandatory)
Experience in working with dashboards, reports, and workflow rules is a plus

Free Salesforce Service Cloud Consultant Training Assessment

Right from the beginning of learning journey to the end and beyond, we offer continuous assessment feature to evaluate progress and performance of the workforce.

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Salesforce Service Cloud Consultant Training Certification

Multisoft Virtual Academy provides a globally recognized training certificate to the participants, after successful completion of a training program. The training certificates are recognized and accepted across the world.

Multisoft Virtual Academy's training certificate comes with lifetime validity.

Aspirants can directly enroll for the desired course from the Book Now Button in the course page. You can also connect on Whatsapp at +91 8130666206 to talk with a training advisor. Multisoft Virtual Academy also offers customized training programs on a wide range of domains and skills.

All training programs offered by Multisoft Virtual Academy are delivered by certified industry experts, who have years of experience in the relevant domains. Multisoft Global Subject Matter Experts impart knowledge on a wide variety of training courses through one –on-one and corporate training sessions.

Multisoft Virtual Academy training certification can help participants stand out in the competitive job market. Since the training certificates are internationally accepted, participants can showcase their skills and knowledge to employers across the world.

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Salesforce Service Cloud Consultant Corporate Training Certification

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Step-by –Step Learning Approach
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Lifetime E-learning Access
Recorded Training Session Videos
Free Access to Practice Tests

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Doubt Resolution in Real-time
After Training Support

Hands on Experience

Project Based Learning
Learning based on real-life examples
Assignments and Practice Tests

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Salesforce Service Cloud Consultant Training FAQ's

Salesforce Service Cloud is a CRM (customer relationship management) platform for customer service and support. It is a Sales Cloud product, which is a popular and widely used CRM software for sales professionals.

The Sales Cloud product is used by businesses that are focused on generating leads, opportunities and sales. On the other hand, Salesforce Service Cloud contains all of the features that Sales Cloud includes, along with features for service-oriented businesses with higher support process demands.

Salesforce is the leading SaaS provider with its flagship CRM platform, available exclusively online, as well as its SaaS platforms for marketing, service, and the Internet of Things. All of these platforms can be packaged and sold as traditional software.

Salesforce Service Cloud allows you to Streamline Workflow, Automate Service Processes, and Surface Key Topics, Articles, and Experts to transform the agent experience. It simplifies making one-to-one connections with every customer, across multiple channels on any device.

There are 6 types of Salesforce Clouds:  Sales Cloud  Service Cloud  Marketing Cloud  Commerce Cloud  Experience Cloud  Analytics Cloud