Salesforce Service Cloud Training

• Properly analyzing the customer needs to design the appropriate solutions.
• Discuss about the key elements that help in improving the performance of the design.
• Identify when to use the custom application development or third party applications.

• Illustrate the lifecycle of the information article, such as creation, authoring, utilization and responses.
• Evaluate, taking into account the requirements of business process, the suitable way of managing the implementation and upkeep of knowledge
• Compare and contrast Files, Contents, Solutions and Knowledge.
• Evaluate how to customize data categories, article types, and publishing workflows, given the set of requirements.
• Differentiate primary things that need to be considered while designing an Information Data Migration Strategic plan.

• Identify the use of cases and usability for each communication channel, such as mobile, phone, email, web, chat and social media.
• Difference between both the accessible email-to-case and web-to-case solutions and understand that each solution can be optimized.
• Discuss the concept, architectural design, and consequences of Open CTI.
• In view of the set of requirements, the appropriate Community solution should be recommended
• Understand design considerations and industry standards when setting up a communication channel solution.

• Construct a case management solution from case creation to closure, including case assignment, case escalation, case resolution, and case disposition, given the set of requirements.
• Describes the relationship between cases and other areas, such as assets, entitlements, Communities, Live Agents and Knowledge.
• Identify the right case management solution in the context of a set of KPIs
• Identify the use of cases for Chatter, Chatter Answers and Case Feed in case management
• Understand the capabilities, use cases, and configuration of service entitlements in Salesforce.
• Understand the use of cases, advantages and limitations of visual Workflow relevant to case management
• Define the capacity to manage cases using social media

• Determine the most appropriate enduring relationship, taking into consideration data sources, data volume and various contact center technologies, in the context of a set of desired metrics.
• In the context of a scenario, evaluate considerations when designing reports and dashboards to serve different stakeholders.
• In the context of a scenario, suggest proper approaches to measure the size of the customer, the design of the implementation and the required metrics.

• In the context of the scenario, evaluate the significance and design factors of huge data and transaction volumes.
• Understand cases of use and factors prevalent to contact center integration patterns.
• Understand cases and factors for data migration and quality management.

• Summarize all the points discussed.

At HKR, we provide practice tests at the end of the course , community questions and answers, also Salesforce Service Cloud  interview questions, conduct mock interview sessions, provide free course materials and Sample Resumes to crack the interview.

We at HKR trainings provide the learners with practice Mock Interview Sessions and excellent Job Support at the end of the course.