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سيل من التفاصيل عن "Udemy | Salesforce Service Cloud Consultant Certification Course [FTU] GloDLS"

Udemy | Salesforce Service Cloud Consultant Certification Course [FTU] GloDLS

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اسم:	Udemy \| Salesforce Service Cloud Consultant Certification Course [FTU] GloDLS
الوصف: Get Certified as a Salesforce Service Cloud Consultant and Implement the Lightning Service Console and Build Survey App Created by: Mike Wheeler, Aaron Wheeler Last updated: 12/2018 Language: English Caption (CC): Included Torrent Contains: 310 Files, 12 Folders Course Source: https://www.udemy.com/salesforce-service-cloud-certification/ What you'll learn • All of the core concepts you need to understand in order to pass the Salesforce Service Cloud Consultant Certification Exam • Implement Salesforce Knowledge • Implement Lightning Service Console • Implement Live Agent • Implement Multiple Support Processes to Support Multiple Interaction Channels • Track Service Center Metrics and KPIs • Build Custom Service Apps Requirements • This certification requires that you have an active Salesforce Administrator Certification Description The Salesforce Service Cloud Consultant Certification demonstrates that you can implement the Salesforce Lightning Service Console, design service solutions on the Salesforce platform, and can implement OmniChannel, create Macros, and create custom apps to deliver world class service as a Service Cloud consultant. Salesforce is currently the 7th most in demand IT skill in the world, and Salesforce Consultant Certifications help you rise above the competition. The Consultant Certifications are especially in demand by Salesforce Partner companies. A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support customer business processes and requirements using Salesforce applications. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within a customer organization. The consultant has both contact center industry experience and expertise in Salesforce applications including the knowledge needed to implement multiple applications in common customer scenarios. This course fully prepares you for the Service Cloud Consultant Exam. Throughout the duration of this course, I cover and demonstrate each of the Knowledge Areas and core concepts you need to understand, such as: INDUSTRY KNOWLEDGE • Explain the factors that influence key contact center metrics, KPIs, and business challenges. • Explain the uses cases 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 (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.). • Identify the core tenets of KCS. • Describe how various components of a contact center can solve different business challenges. IMPLEMENTATION STRATEGIES • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document. • Given a scenario, determine appropriate contact center deployment strategies. SERVICE CLOUD SOLUTION DESIGN • 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 Service Console. KNOWLEDGE MANAGEMENT • 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. • Given a set of requirements, determine how to configure data categories, article types, and publishing workflow. • Distinguish the key factors to consider when designing a Knowledge data migration strategy. INTERACTION CHANNELS • 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. • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). CASE MANAGEMENT • 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, work orders, Communities, Live Agent, and Knowledge. • Given a set of KPIs, determine the appropriate case management solution. • Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce. • Explain the use cases, capabilities and limitations of Visual Workflow important to case management. • Identify capabilities for managing cases using social media (Social Hub, Salesforce for Twitter and Facebook). CONTACT CENTER ANALYTICS • Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). INTEGRATION AND DATA MANAGEMENT • 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. I have 6 Salesforce certifications, including this one. Unlike other instructors you'll find on Udemy who are teaching things they are not certified for, I have not only the certifications, but the real world experience as a Salesforce consultant - having implemented several Service Cloud solutions for clients around the world. After Thousands of Udemy Survey ratings for my courses, the students have spoken: "Are you learning valuable information?" 99.6% answered YES "Are the explanations of the concepts clear?" 99.8% answered YES "Is the instructor knowledgeable about the topic?" 99.9% answered YES I teach Salesforce certification courses because I am passionate about the platform, and the awesome things you can build quickly on it - including your career! There is an extreme shortage of Salesforce talent in the job market, and I am creating Salesforce Certification and User courses, so that you can get a good paying job in the cloud. Who this course is for: • Anyone interested in attaining the Salesforce Service Cloud Consultant Certification • Anyone tasked with implementing the Salesforce Service Console • Anyone working in a Call Center or Support Environment Who is Considering Salesforce.
يوتيوب فيديو:
الفئة:	Tutorials
اللغة:	English
إجمالي حجم:	1.94 GB
تجزئة المعلومات:	701DFFF27F64BE941D92E694FE4C0B15FCC20901
وأضاف بها:	Prom3th3uS
تاريخ الإضافة:	2019-05-24 13:25:00
سيل مركز:	Torrent Verified

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ملف قائمة:

ملف	حجم
0. Websites you may like/1. (FreeTutorials.Us) Download Udemy Paid Courses For Free.url	328.00 B
0. Websites you may like/2. (FreeCoursesOnline.Me) Download Udacity, Masterclass, Lynda, PHLearn, Pluralsight Free.url	286.00 B
0. Websites you may like/3. (NulledPremium.com) Download Cracked Website Themes, Plugins, Scripts And Stock Images.url	163.00 B
0. Websites you may like/4. (FTUApps.com) Download Cracked Developers Applications For Free.url	239.00 B
0. Websites you may like/5. (Discuss.FTUForum.com) FTU Discussion Forum.url	294.00 B
0. Websites you may like/How you can help Team-FTU.txt	237.00 B
1. Introduction and Getting Started/1. Getting Started Introduction.mp4	28.63 MB
1. Introduction and Getting Started/1. Getting Started Introduction.vtt	4.20 kB
1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.mp4	18.05 MB
1. Introduction and Getting Started/2. Signing Up for a Free Salesforce Account.vtt	3.99 kB
1. Introduction and Getting Started/2.1 Free Salesforce Account Signup.html	100.00 B
1. Introduction and Getting Started/3. General Housekeeping and Free Resources for Your Salesforce Career.html	1.92 kB
1. Introduction and Getting Started/4. Logging into Salesforce and Switching Between Lightning and Classic.mp4	16.59 MB
1. Introduction and Getting Started/4. Logging into Salesforce and Switching Between Lightning and Classic.vtt	2.82 kB
1. Introduction and Getting Started/5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.mp4	17.22 MB
1. Introduction and Getting Started/5. Downloading and Reviewing the Service Cloud Consultant Certification Exam Guide.vtt	8.47 kB
1. Introduction and Getting Started/6. Assigning the Service Cloud and Knowledge User Feature Licenses.mp4	9.10 MB
1. Introduction and Getting Started/6. Assigning the Service Cloud and Knowledge User Feature Licenses.vtt	1.49 kB
1. Introduction and Getting Started/7. Introduction and Getting Started Quiz.html	141.00 B
10. Release Readiness and Updates/1. Adding a Path to the Case Object - Spring '18 Release.mp4	9.93 MB
10. Release Readiness and Updates/1. Adding a Path to the Case Object - Spring '18 Release.vtt	11.58 kB
11. Next Steps/1. Next Steps Introduction.mp4	2.95 MB
11. Next Steps/1. Next Steps Introduction.vtt	996.00 B
11. Next Steps/2. Registering for the Service Cloud Consultant Certification.mp4	11.04 MB
11. Next Steps/2. Registering for the Service Cloud Consultant Certification.vtt	6.90 kB
11. Next Steps/3. Taking the Exam – Online vs. On-site.mp4	38.69 MB
11. Next Steps/3. Taking the Exam – Online vs. On-site.vtt	14.20 kB
11. Next Steps/4. Test Taking Strategies – Improve Your Odds of Passing the First Time.mp4	59.52 MB
11. Next Steps/4. Test Taking Strategies – Improve Your Odds of Passing the First Time.vtt	7.96 kB
11. Next Steps/5. Final Thoughts and a Word of Thanks.mp4	9.70 MB
11. Next Steps/5. Final Thoughts and a Word of Thanks.vtt	1.18 kB
11. Next Steps/6. Bonus Lecture Promo Codes Website Facebook Group LinkedIn and More.html	6.65 kB
2. Industry Knowledge/1. Industry Knowledge Introduction.mp4	4.61 MB
2. Industry Knowledge/1. Industry Knowledge Introduction.vtt	2.07 kB
2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.mp4	11.46 MB
2. Industry Knowledge/10. Contact Center Components and How They Solve Business Challenges.vtt	4.02 kB
2. Industry Knowledge/10.1 Call Center Acronyms - by TalkDesk.html	111.00 B
2. Industry Knowledge/10.2 Computer Telephony Integration (CTI) for Salesforce How Does it Work.html	146.00 B
2. Industry Knowledge/11. Practice Activity – Industry Knowledge Trailhead Units.html	651.00 B
2. Industry Knowledge/12. Industry Knowledge Quiz.html	141.00 B
2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.mp4	16.30 MB
2. Industry Knowledge/2. Installing Service and Support Dashboards to Measure Contact Center Metrics.vtt	6.84 kB
2. Industry Knowledge/2.1 Understanding Call Center Analytics.html	122.00 B
2. Industry Knowledge/2.2 Contact Center Glossary.html	132.00 B
2. Industry Knowledge/2.3 Service and Support Reports and Dashboards - AppExchange App.html	138.00 B
2. Industry Knowledge/2.4 Contact Center Metrics and Best Practices.html	127.00 B
2. Industry Knowledge/3. Contact Center KPIs.mp4	15.90 MB
2. Industry Knowledge/3. Contact Center KPIs.vtt	5.19 kB
2. Industry Knowledge/3.1 Wave App for Service 1 Sheet.html	154.00 B
2. Industry Knowledge/3.2 Service Wave Demo.html	119.00 B
2. Industry Knowledge/3.3 Understanding Call Center Analytics.html	122.00 B
2. Industry Knowledge/3.4 5 Questions About Wave Analytics.html	1.35 kB
2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.mp4	7.46 MB
2. Industry Knowledge/4. Contact Center Business Challenges and How Salesforce Helps.vtt	4.17 kB
2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.mp4	14.79 MB
2. Industry Knowledge/5. Use Cases and Benefits for Different Interaction Channels.vtt	9.32 kB
2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.mp4	5.89 MB
2. Industry Knowledge/6. Challenges and Considerations for Business Continuity in the Contact Center.vtt	3.00 kB
2. Industry Knowledge/7. Exam Guide Sample Question #1.mp4	10.75 MB
2. Industry Knowledge/7. Exam Guide Sample Question #1.vtt	6.11 kB
2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.mp4	18.77 MB
2. Industry Knowledge/8. Types of Contact Centers and Displaying the Service Console.vtt	7.55 kB
2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.mp4	8.53 MB
2. Industry Knowledge/9. KCS Core Tenets and a Glimpse of the Service Setup Menu and Salesforce Knowledge.vtt	4.07 kB
2. Industry Knowledge/9.1 Consortium for Service Innovation - KCS - Knowledge Centered Service.html	98.00 B
2. Industry Knowledge/9.2 Salesforce is KCS Verified.html	178.00 B
3. Implementation Strategies/1. Implementation Strategies Introduction.mp4	4.25 MB
3. Implementation Strategies/1. Implementation Strategies Introduction.vtt	1.25 kB
3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.mp4	43.04 MB
3. Implementation Strategies/2. Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields.vtt	19.63 kB
3. Implementation Strategies/3. Contact Center Deployment Strategies.mp4	15.20 MB
3. Implementation Strategies/3. Contact Center Deployment Strategies.vtt	6.55 kB
3. Implementation Strategies/3.1 Service Cloud ERD Diagram - From the SOAP API Guide.html	150.00 B
3. Implementation Strategies/3.2 Service Cloud Call Center Management - Service Cloud Landing Page.html	144.00 B
3. Implementation Strategies/4. Practice Activity – Implementation Strategies Trailhead Units.html	514.00 B
3. Implementation Strategies/5. Implementation Strategies Quiz.html	142.00 B
4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.mp4	2.64 MB
4. Service Cloud Solution Design/1. Service Cloud Solution Design Introduction.vtt	759.00 B
4. Service Cloud Solution Design/10. Service Console Macros.mp4	30.85 MB
4. Service Cloud Solution Design/10. Service Console Macros.vtt	7.49 kB
4. Service Cloud Solution Design/10.1 Irreversible Macros.html	141.00 B
4. Service Cloud Solution Design/10.2 Examples of Macros in Salesforce Classic.html	130.00 B
4. Service Cloud Solution Design/10.3 Running a Macro.html	125.00 B
4. Service Cloud Solution Design/10.4 Bulk Macros.html	137.00 B
4. Service Cloud Solution Design/10.5 Creating Macros in Salesforce Classic.html	128.00 B
4. Service Cloud Solution Design/10.6 Tips for Creating Macros.html	126.00 B
4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.mp4	39.62 MB
4. Service Cloud Solution Design/11. Service Console Integration Toolkit and Lightning Console JavaScript API.vtt	14.13 kB
4. Service Cloud Solution Design/11.1 Salesforce Console Developer Guide.html	123.00 B
4. Service Cloud Solution Design/11.2 What Features Are Available in Lightning Console Apps.html	141.00 B
4. Service Cloud Solution Design/11.3 Sample Visualforce Code for Toolkit Example.html	172.00 B
4. Service Cloud Solution Design/11.4 Salesforce Console Integration Toolkit Developer Guide.html	140.00 B
4. Service Cloud Solution Design/12. Adjusting the Service Console Settings.mp4	18.45 MB
4. Service Cloud Solution Design/12. Adjusting the Service Console Settings.vtt	6.99 kB
4. Service Cloud Solution Design/13. Exam Guide Sample Question #2.mp4	9.66 MB
4. Service Cloud Solution Design/13. Exam Guide Sample Question #2.vtt	5.35 kB
4. Service Cloud Solution Design/14. Practice Activity – Service Cloud Solution Design Trailhead Units.html	725.00 B
4. Service Cloud Solution Design/15. Service Cloud Solution Design Quiz.html	141.00 B
4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.mp4	17.59 MB
4. Service Cloud Solution Design/2. Analyzing Customer Requirements for Service Cloud Solution Design.vtt	10.29 kB
4. Service Cloud Solution Design/3. Extending the Service Cloud with Custom Application Development and Third-Party.mp4	9.66 MB
4. Service Cloud Solution Design/3. Extending the Service Cloud with Custom Application Development and Third-Party.vtt	4.90 kB
4. Service Cloud Solution Design/4. Key Components for Performance Optimization and Creating a Validation Rule.mp4	21.41 MB
4. Service Cloud Solution Design/4. Key Components for Performance Optimization and Creating a Validation Rule.vtt	10.13 kB
4. Service Cloud Solution Design/5. User Experience Requirements Solved by the Salesforce Lightning Service Console.mp4	13.16 MB
4. Service Cloud Solution Design/5. User Experience Requirements Solved by the Salesforce Lightning Service Console.vtt	7.70 kB
4. Service Cloud Solution Design/6. Salesforce Lightning Service Console Custom List Views and Creating a New User.mp4	44.28 MB
4. Service Cloud Solution Design/6. Salesforce Lightning Service Console Custom List Views and Creating a New User.vtt	21.91 kB
4. Service Cloud Solution Design/6.1 What Features Are Available in Lightning Console Apps (Help Article).html	141.00 B
4. Service Cloud Solution Design/7. Service Console Interaction Logs (Salesforce Classic Only).mp4	31.73 MB
4. Service Cloud Solution Design/7. Service Console Interaction Logs (Salesforce Classic Only).vtt	11.47 kB
4. Service Cloud Solution Design/7.1 Set Up Interaction Logs for a Console in Salesforce Classic (Help Article).html	133.00 B
4. Service Cloud Solution Design/7.2 Turn On Interaction Logs for a Console in Salesforce Classic.html	130.00 B
4. Service Cloud Solution Design/7.3 What Features Are Available in Lightning Console Apps (Help Article).html	141.00 B
4. Service Cloud Solution Design/8. Service Console Custom Components.mp4	21.60 MB
4. Service Cloud Solution Design/8. Service Console Custom Components.vtt	8.82 kB
4. Service Cloud Solution Design/9. Service Console Keyboard Shortcuts.mp4	5.95 MB
4. Service Cloud Solution Design/9. Service Console Keyboard Shortcuts.vtt	1.97 kB
4. Service Cloud Solution Design/9.1 Keyboard Shortcuts for Lightning Console Apps.html	145.00 B
4. Service Cloud Solution Design/9.2 Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic.html	145.00 B
4. Service Cloud Solution Design/9.3 Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic.html	142.00 B
5. Knowledge Management/1. Knowledge Management Introduction.mp4	2.60 MB
5. Knowledge Management/1. Knowledge Management Introduction.vtt	820.00 B
5. Knowledge Management/10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.mp4	20.38 MB
5. Knowledge Management/10. Exam Guide Sample Question #3 - Public Groups and Assigning Article Actions.vtt	7.90 kB
5. Knowledge Management/11. Exam Guide Sample Question #5.mp4	6.88 MB
5. Knowledge Management/11. Exam Guide Sample Question #5.vtt	4.51 kB
5. Knowledge Management/12. Practice Activity – Knowledge Management Trailhead Units.html	496.00 B
5. Knowledge Management/13. Knowledge Management Quiz.html	141.00 B
5. Knowledge Management/2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.mp4	31.82 MB
5. Knowledge Management/2. Enabling Salesforce Knowledge and the Knowledge Article Lifecycle.vtt	12.03 kB
5. Knowledge Management/2.1 Complete Guide to Salesforce Knowledge.html	153.00 B
5. Knowledge Management/3. Managing Knowledge Adoption and Maintenance.mp4	25.74 MB
5. Knowledge Management/3. Managing Knowledge Adoption and Maintenance.vtt	10.34 kB
5. Knowledge Management/3.1 Knowledge Base Dashboards & Reports.html	142.00 B
5. Knowledge Management/4. Creating Knowledge Data Categories Groups and Data Categories.mp4	22.10 MB
5. Knowledge Management/4. Creating Knowledge Data Categories Groups and Data Categories.vtt	10.18 kB
5. Knowledge Management/4.1 Keyboard Shortcuts for Data Categories.html	138.00 B
5. Knowledge Management/4.2 Data Categories in Salesforce.com.html	130.00 B
5. Knowledge Management/5. Creating Knowledge Article Record Types and Assigning Page Layouts.mp4	20.21 MB
5. Knowledge Management/5. Creating Knowledge Article Record Types and Assigning Page Layouts.vtt	6.31 kB
5. Knowledge Management/6. Turning on the Knowledge Sidebar in the Service Console.mp4	24.11 MB
5. Knowledge Management/6. Turning on the Knowledge Sidebar in the Service Console.vtt	8.97 kB
5. Knowledge Management/7. Knowledge Publishing Workflow.mp4	28.43 MB
5. Knowledge Management/7. Knowledge Publishing Workflow.vtt	18.91 kB
5. Knowledge Management/7.1 Salesforce Knowledge Implementation Guide.html	170.00 B
5. Knowledge Management/8. Knowledge Data Migration Strategies.mp4	10.50 MB
5. Knowledge Management/8. Knowledge Data Migration Strategies.vtt	5.88 kB
5. Knowledge Management/8.1 Salesforce Knowledge Implementation Guide.html	170.00 B
5. Knowledge Management/9. Knowledge vs. Solutions.mp4	8.05 MB
5. Knowledge Management/9. Knowledge vs. Solutions.vtt	4.08 kB
6. Interaction Channels/1. Interaction Channels Introduction.mp4	9.10 MB
6. Interaction Channels/1. Interaction Channels Introduction.vtt	2.35 kB
6. Interaction Channels/10. Chat Interaction Channel – Web Chat (Live Agent).mp4	8.19 MB
6. Interaction Channels/10. Chat Interaction Channel – Web Chat (Live Agent).vtt	3.06 kB
6. Interaction Channels/11. Enabling Live Agent and Creating Live Agent Users.mp4	6.90 MB
6. Interaction Channels/11. Enabling Live Agent and Creating Live Agent Users.vtt	2.38 kB
6. Interaction Channels/12. Creating Live Agent Skills.mp4	7.16 MB
6. Interaction Channels/12. Creating Live Agent Skills.vtt	2.63 kB
6. Interaction Channels/13. Creating Live Agent Configurations.mp4	19.49 MB
6. Interaction Channels/13. Creating Live Agent Configurations.vtt	9.07 kB
6. Interaction Channels/14. Creating Live Agent Deployments.mp4	4.53 MB
6. Interaction Channels/14. Creating Live Agent Deployments.vtt	3.29 kB
6. Interaction Channels/15. Setting Up Live Agent in the Salesforce Console.mp4	6.38 MB
6. Interaction Channels/15. Setting Up Live Agent in the Salesforce Console.vtt	3.33 kB
6. Interaction Channels/16. Creating Chat Buttons.mp4	25.33 MB
6. Interaction Channels/16. Creating Chat Buttons.vtt	9.77 kB
6. Interaction Channels/17. Enabling OmniChannel and Creating Service Presence Status.mp4	6.08 MB
6. Interaction Channels/17. Enabling OmniChannel and Creating Service Presence Status.vtt	3.28 kB
6. Interaction Channels/18. Adding the Supervisor Panel to the Salesforce Console.mp4	16.23 MB
6. Interaction Channels/18. Adding the Supervisor Panel to the Salesforce Console.vtt	5.27 kB
6. Interaction Channels/19. Social Media Interaction Channel.mp4	23.27 MB
6. Interaction Channels/19. Social Media Interaction Channel.vtt	9.59 kB
6. Interaction Channels/19.1 Marketing Cloud Social Specialist Certification Information.html	120.00 B
6. Interaction Channels/19.2 Social Customer Feedback Surveys (AppExchange - Requires Social Studio License).html	142.00 B
6. Interaction Channels/19.3 Complete Guide to Social Customer Service.html	146.00 B
6. Interaction Channels/19.4 Social Studio Home Page.html	136.00 B
6. Interaction Channels/2. Understanding and Implementing Multiple Support Processes.mp4	11.12 MB
6. Interaction Channels/2. Understanding and Implementing Multiple Support Processes.vtt	5.97 kB
6. Interaction Channels/2.1 Service Cloud Channels.html	131.00 B
6. Interaction Channels/20. Chatter Groups as Internal Interaction Channels.mp4	16.58 MB
6. Interaction Channels/20. Chatter Groups as Internal Interaction Channels.vtt	7.44 kB
6. Interaction Channels/21. Exam Guide Sample Question #4.mp4	4.62 MB
6. Interaction Channels/21. Exam Guide Sample Question #4.vtt	2.93 kB
6. Interaction Channels/22. Interaction Channels UI Design Considerations.mp4	30.92 MB
6. Interaction Channels/22. Interaction Channels UI Design Considerations.vtt	15.69 kB
6. Interaction Channels/23. Case Feed Configuration and Customization.mp4	28.25 MB
6. Interaction Channels/23. Case Feed Configuration and Customization.vtt	12.10 kB
6. Interaction Channels/24. Adding and Configuring the Email Action to the Case Feed.mp4	19.76 MB
6. Interaction Channels/24. Adding and Configuring the Email Action to the Case Feed.vtt	9.37 kB
6. Interaction Channels/25. Interaction Channels Profile Design Considerations.mp4	21.61 MB
6. Interaction Channels/25. Interaction Channels Profile Design Considerations.vtt	10.00 kB
6. Interaction Channels/26. Interaction Channels Objects to Expose Design Considerations.mp4	19.47 MB
6. Interaction Channels/26. Interaction Channels Objects to Expose Design Considerations.vtt	8.15 kB
6. Interaction Channels/26.1 SOAP API Developer Guide API Reference.html	138.00 B
6. Interaction Channels/27. Interaction Channels Sharing Model Design Considerations.mp4	23.77 MB
6. Interaction Channels/27. Interaction Channels Sharing Model Design Considerations.vtt	14.07 kB
6. Interaction Channels/28. Interaction Channels Reporting Design Considerations.mp4	27.49 MB
6. Interaction Channels/28. Interaction Channels Reporting Design Considerations.vtt	16.52 kB
6. Interaction Channels/28.1 Knowledge Report App.html	142.00 B
6. Interaction Channels/28.2 AppExchange Dashboard Pack for Marketing, Sales and Service.html	142.00 B
6. Interaction Channels/29. Kan Ban View and Case Feed Page Layout Assignments.mp4	27.37 MB
6. Interaction Channels/29. Kan Ban View and Case Feed Page Layout Assignments.vtt	15.78 kB
6. Interaction Channels/3. Mobile Interaction Channel and Creating a Mobile Case Record Type.mp4	8.40 MB
6. Interaction Channels/3. Mobile Interaction Channel and Creating a Mobile Case Record Type.vtt	4.37 kB
6. Interaction Channels/30. Practice Activity – Interaction Channels Trailhead Units.html	641.00 B
6. Interaction Channels/31. Interaction Channels Quiz.html	141.00 B
6. Interaction Channels/4. Telephony (aka ‘phone’) Interaction Channel.mp4	8.55 MB
6. Interaction Channels/4. Telephony (aka ‘phone’) Interaction Channel.vtt	4.08 kB
6. Interaction Channels/5. Email Interaction Channel and Creating an Email Case Record Type.mp4	6.36 MB
6. Interaction Channels/5. Email Interaction Channel and Creating an Email Case Record Type.vtt	3.03 kB
6. Interaction Channels/6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.mp4	26.41 MB
6. Interaction Channels/6. Email to Case vs. On-Demand Email to Case and Configuring a Routing Address.vtt	13.49 kB
6. Interaction Channels/6.1 Email-to-Case Help Article.html	143.00 B
6. Interaction Channels/7. Adding Emails Related List to Cases Page Layout.mp4	20.55 MB
6. Interaction Channels/7. Adding Emails Related List to Cases Page Layout.vtt	7.81 kB
6. Interaction Channels/8. Configuring Email Templates for Effective Case Communications.mp4	12.04 MB
6. Interaction Channels/8. Configuring Email Templates for Effective Case Communications.vtt	6.42 kB
6. Interaction Channels/9. Web Interaction Channel.mp4	17.31 MB
6. Interaction Channels/9. Web Interaction Channel.vtt	9.32 kB
7. Case Management/1. Case Management Introduction.mp4	3.74 MB
7. Case Management/1. Case Management Introduction.vtt	1.17 kB
7. Case Management/10. Creating Omni-Channel Permission Sets.mp4	7.69 MB
7. Case Management/10. Creating Omni-Channel Permission Sets.vtt	3.34 kB
7. Case Management/11. Adding Omni-Channel to your Service Console Footer.mp4	13.62 MB
7. Case Management/11. Adding Omni-Channel to your Service Console Footer.vtt	4.45 kB
7. Case Management/12. Adding Sidebar Components to the Service Console.mp4	18.87 MB
7. Case Management/12. Adding Sidebar Components to the Service Console.vtt	6.22 kB
7. Case Management/13. Adding Fields to Page Layouts and Related Lists for Improved Usability.mp4	13.21 MB
7. Case Management/13. Adding Fields to Page Layouts and Related Lists for Improved Usability.vtt	5.64 kB
7. Case Management/14. Case Escalation Design Considerations.mp4	27.39 MB
7. Case Management/14. Case Escalation Design Considerations.vtt	11.56 kB
7. Case Management/15. Log a Call Activity Management and Call Disposition Design.mp4	37.94 MB
7. Case Management/15. Log a Call Activity Management and Call Disposition Design.vtt	15.13 kB
7. Case Management/16. Case Resolution Design Considerations – Case Closure.mp4	22.58 MB
7. Case Management/16. Case Resolution Design Considerations – Case Closure.vtt	10.84 kB
7. Case Management/16.1 Idea Exchange - Vote on Close Case ButtonPage Missing in Lightning Experience.html	122.00 B
7. Case Management/17. Enabling Entitlement Management for SLA Driven Case Management.mp4	75.95 MB
7. Case Management/17. Enabling Entitlement Management for SLA Driven Case Management.vtt	26.82 kB
7. Case Management/17.1 Entitlement Management Help Topic.html	132.00 B
7. Case Management/17.2 Entitlement Setup Checklist.html	161.00 B
7. Case Management/17.3 The Admin's Guide to Entitlement Management (PDF).html	175.00 B
7. Case Management/17.4 Entitlement Management Trailhead Module.html	114.00 B
7. Case Management/18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.mp4	23.97 MB
7. Case Management/18. Improve Agent Productivity by Bundling Multiple Case Actions in Macros.vtt	10.45 kB
7. Case Management/18.1 Keyboard Shortcuts for Macros.html	131.00 B
7. Case Management/19. Field Service Lightning.mp4	43.08 MB
7. Case Management/19. Field Service Lightning.vtt	14.31 kB
7. Case Management/19.1 Field Service Lightning Managed Package Implementation Notes (PDF).html	147.00 B
7. Case Management/19.2 Field Service Lightning Consultant Certification Home Page.html	128.00 B
7. Case Management/19.3 Set Up Field Service Lightning (Help Article).html	124.00 B
7. Case Management/19.4 Field Service Lightning Managed Package Installation Page.html	97.00 B
7. Case Management/19.5 Complete Guide to Field Service (PDF).html	174.00 B
7. Case Management/2. Designing a Case Management Solution.mp4	5.57 MB
7. Case Management/2. Designing a Case Management Solution.vtt	3.01 kB
7. Case Management/20. Final Live Agent Configurations.mp4	13.35 MB
7. Case Management/20. Final Live Agent Configurations.vtt	8.59 kB
7. Case Management/21. Creating a Self-Service Community to Increase Case Deflection.mp4	57.34 MB
7. Case Management/21. Creating a Self-Service Community to Increase Case Deflection.vtt	21.80 kB
7. Case Management/21.1 Introducing Lightning Bolt.html	132.00 B
7. Case Management/21.2 Which Community Template Should I Use.html	139.00 B
7. Case Management/21.3 New Case Action Doesn't Exist Error - Knowledge Article 000232310.html	120.00 B
7. Case Management/21.4 Set Up and Manage Communities Guide (PDF).html	123.00 B
7. Case Management/21.5 Customer Community 101 eBook (PDF).html	134.00 B
7. Case Management/21.6 Build a Community with Knowledge and Chat (Trailhead).html	163.00 B
7. Case Management/22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.mp4	76.29 MB
7. Case Management/22. Visual Workflow Use Cases, Capabilities and Limitations for Case Management.vtt	24.83 kB
7. Case Management/22.1 Which Automation Tool.html	180.00 B
7. Case Management/22.2 Visual Workflow Getting Started Pack (Private AppExchange Listing).html	138.00 B
7. Case Management/22.3 Create a Satisfaction Survey Using Flows - Trailhead Module.html	120.00 B
7. Case Management/22.4 Visual Workflow Guide.html	159.00 B
7. Case Management/23. Practice Activity – Case Management Trailhead Units.html	1.11 kB
7. Case Management/24. Case Management Quiz.html	141.00 B
7. Case Management/3. Case Creation Design Considerations.mp4	6.89 MB
7. Case Management/3. Case Creation Design Considerations.vtt	4.30 kB
7. Case Management/4. Case Queues Configuration.mp4	21.02 MB
7. Case Management/4. Case Queues Configuration.vtt	9.58 kB
7. Case Management/5. Case Assignment Design Considerations.mp4	46.19 MB
7. Case Management/5. Case Assignment Design Considerations.vtt	17.77 kB
7. Case Management/6. OmniChannel for Routing of Cases.mp4	8.69 MB
7. Case Management/6. OmniChannel for Routing of Cases.vtt	2.77 kB
7. Case Management/6.1 Supported Objects for OmniChannel.html	149.00 B
7. Case Management/6.2 OmniChannel Implementation Guide.html	143.00 B
7. Case Management/7. Creating Service Channels for Omni-Channel.mp4	18.51 MB
7. Case Management/7. Creating Service Channels for Omni-Channel.vtt	5.77 kB
7. Case Management/7.1 Supported Objects for OmniChannel.html	149.00 B
7. Case Management/8. Creating Routing Configurations for Omni-Channel.mp4	22.03 MB
7. Case Management/8. Creating Routing Configurations for Omni-Channel.vtt	8.26 kB
7. Case Management/9. Creating a Presence Status for Omni-Channel.mp4	5.68 MB
7. Case Management/9. Creating a Presence Status for Omni-Channel.vtt	1.89 kB
8. Contact Center Analytics/1. Contact Center Analytics Introduction.mp4	3.88 MB
8. Contact Center Analytics/1. Contact Center Analytics Introduction.vtt	1.25 kB
8. Contact Center Analytics/2. Contact Center Reporting Solutions.mp4	11.90 MB
8. Contact Center Analytics/2. Contact Center Reporting Solutions.vtt	4.10 kB
8. Contact Center Analytics/2.1 Service and Support Reports and Dashboards App.html	142.00 B
8. Contact Center Analytics/3. Reports and Dashboards Design Considerations.mp4	18.70 MB
8. Contact Center Analytics/3. Reports and Dashboards Design Considerations.vtt	8.50 kB
8. Contact Center Analytics/4. Practice Activity – Contact Center Analytics Trailhead Units.html	812.00 B
8. Contact Center Analytics/5. Contact Center Analytics Quiz.html	141.00 B
9. Integration and Data Management/1. Integration and Data Management Introduction.mp4	4.26 MB
9. Integration and Data Management/1. Integration and Data Management Introduction.vtt	1.49 kB
9. Integration and Data Management/2. Design Considerations for Large Data and Transaction Volumes.mp4	7.78 MB
9. Integration and Data Management/2. Design Considerations for Large Data and Transaction Volumes.vtt	2.88 kB
9. Integration and Data Management/2.1 Deferred Sharing Tip Sheet (PDF).html	158.00 B
9. Integration and Data Management/3. Contact Center Integration Patterns.mp4	42.56 MB
9. Integration and Data Management/3. Contact Center Integration Patterns.vtt	14.69 kB
9. Integration and Data Management/3.1 Open CTI Lightning Demo Adapter Installation Page.html	139.00 B
9. Integration and Data Management/3.2 Get Started with Open CTI.html	156.00 B
9. Integration and Data Management/3.3 Lightning Open CTI Demo Adapter Install Instructions and More.html	117.00 B
9. Integration and Data Management/4. Practice Activity – Integration and Data Management Trailhead Units.html	718.00 B
9. Integration and Data Management/5. Integration and Data Management Quiz.html	141.00 B

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