Salesforce Service Cloud

Become a Salesforce Service Cloud Consultant to plan and design solutions that promote customer business specifications and methods using applications of the Salesforce. These solutions are developed using the service cloud and can be implemented within any customer organization.

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Salesforce Service Cloud training course overview

In this course, you will learn the fundamentals of Salesforce Service platform that is required to leverage Service operations. The course is designed to provide users the fundamental knowledge needed to create easy Service campaigns through this platform. This course also includes Mobile vs Responsive Templates and an internal view of Automation Studio.



Learn how to build custom applications to produce world-class assistance as a Service Cloud consultant.



At the end of this course, you will gain knowledge on all core concepts to pass the Salesforce Service Cloud Consultant Certification Exam.

The registration process

Once you have completed our simplified enrolment process, you’ll receive an email confirmation with your payment receipt in your registered email ID. You can then access the entire content of the online student portal immediately by logging in to your account on our site. Should you require any assistance please reach out to us via email ( or via our online chat system.

The course curriculum

The curriculum for this Salesforce Service Cloud training covered following list of broad topics.

  • Signing Up for a Free Salesforce Account
  • Logging into Salesforce and Switching Between Lightning and Classic
  • Installing Service and Support Dashboards to Measure Contact Center Metrics
  • Contact Center KPIs
  • Contact Center Business Challenges
  • Use Cases and Benefits for Different Interaction Channels
  • Challenges and Considerations for Business Continuity in the Contact Center
  • Types of Contact Centers and displaying the Service Console
  • KCS Core Tenets
  • Service Setup Menu
  • Contact Center Components
  • Phases of a Consulting Engagement
  • Creating Custom Objects and Fields
  • Contact Center Deployment Strategies
  • Analyzing Customer Requirements
  • Extending the Service Cloud with Custom Application Development
  • Key Components for Performance Optimization
  • Creating a Validation Rule
  • Solving User Experience Requirements with the Salesforce Lightning Service Console
  • Custom List Views
  • Creating a New User
  • Service Console Interaction Logs (Salesforce Classic Only)
  • Service Console Custom Components
  • Service Console Keyboard Shortcuts
  • Service Console Macros
  • Service Console Integration Toolkit and Lightning Console JavaScript API
  • Adjusting the Service Console Settings
  • Enabling Salesforce Knowledge and the Knowledge Article Lifecycle
  • Managing Knowledge Adoption and Maintenance
  • Creating Knowledge Data Categories Groups and Data Categories
  • Creating Knowledge Article Record Types and Assigning Page Layouts
  • Turning on the Knowledge Sidebar in the Service Console
  • Knowledge Publishing Workflow
  • Knowledge Data Migration Strategies
  • Knowledge vs. Solutions
  • Multiple Support Processes
  • Mobile Interaction Channel
  • Creating a Mobile Case Record Type
  • Telephony (aka ‘phone’) Interaction Channel
  • Email Interaction Channel
  • Creating an Email Case Record Type
  • Email to Case vs. On-Demand Email to Case
  • Configuring a Routing Address
  • Adding Emails Related List to Cases Page Layout
  • Configuring Email Templates for Effective Case Communications
  • Web Interaction Channel
  • Chat Interaction Channel – Web Chat (Live Agent)
  • Enabling Live Agent and Creating Live Agent Users
  • Creating Live Agent Skills
  • Creating Live Agent Configurations
  • Creating Live Agent Deployments
  • Setting Up Live Agent in the Salesforce Console
  • Creating Chat Buttons
  • Enabling OmniChannel and Creating Service Presence Status
  • Adding the Supervisor Panel to the Salesforce Console
  • Social Media Interaction Channel
  • Chatter Groups as Internal Interaction Channels
  • Interaction Channels UI Design Considerations
  • Case Feed Configuration and Customization
  • Adding and Configuring the Email Action to the Case Feed
  • Interaction Channels Profile Design Considerations
  • Interaction Channels Objects to Expose Design Considerations
  • Interaction Channels Sharing Model Design Considerations
  • Interaction Channels Reporting Design Considerations
  • Designing a Case Management Solution
  • Case Creation Design Considerations
  • Case Queues Configuration
  • Case Assignment Design Considerations
  • OmniChannel for Routing of Cases
  • Creating Service Channels for Omni-Channel
  • Creating Routing Configurations for Omni-Channel
  • Creating a Presence Status for Omni-Channel
  • Creating Omni-Channel Permission Sets
  • Adding Omni-Channel to your Service Console Footer
  • Adding Sidebar Components to the Service Console
  • Adding Fields to Page Layouts and Related Lists
  • Case Escalation Design Considerations
  • Log a Call Activity Management and Call Disposition Design
  • Case Resolution Design Considerations – Case Closure
  • Enabling Entitlement Management for SLA Driven Case Management
  • Improve Agent Productivity by Bundling Multiple Case Actions in Macros
  • Field Service Lightning
  • Final Live Agent Configurations
  • Creating a Self-Service Community to Increase Case Deflection
  • Visual Workflow Use Cases, Capabilities and Limitations for Case Management
  • Contact Center Analytics Introduction
  • Contact Center Reporting Solutions
  • Reports and Dashboards Design Considerations
  • Integration and Data Management Introduction
  • Design Considerations for Large Data and Transaction Volumes
  • Contact Center Integration Patterns