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Exam Number : Service-Cloud-Consultant
Exam Name : Salesforce Certified Service cloud consultant
Vendor Name : Salesforce
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Service-Cloud-Consultant Exam Format | Service-Cloud-Consultant Course Contents | Service-Cloud-Consultant Course Outline | Service-Cloud-Consultant Exam Syllabus | Service-Cloud-Consultant Exam Objectives

Course Outline: Salesforce Certified Service Cloud Consultant

I. Introduction to Salesforce Service Cloud
A. Overview of Salesforce Service Cloud features and capabilities
B. Service Cloud architecture and components
C. Understanding the role of a Service Cloud consultant

II. Service Cloud Implementation Strategies
A. Defining service objectives and requirements
B. Designing service processes and workflows
C. Planning for data migration and integration

III. Service Cloud Data Model and Configuration
A. Understanding standard and custom objects in Service Cloud
B. Configuring case management and queues
C. Implementing entitlements and service contracts

IV. Salesforce Knowledge Management
A. Configuring and managing knowledge articles
B. Implementing knowledge article versioning and translation
C. Enabling knowledge base search and article recommendations

V. Omni-Channel and Service Console
A. Setting up Omni-Channel routing and work distribution
B. Configuring Service Console for efficient agent productivity
C. Customizing console components and layouts

VI. Service Cloud Automation
A. Designing and implementing service workflows
B. Utilizing process builder and flow for automation
C. Implementing service-level agreements (SLAs)

VII. Salesforce CTI Integration
A. Integrating telephony systems with Service Cloud
B. Configuring softphone functionality and screen pops
C. Implementing call center analytics and reporting

VIII. Service Cloud Analytics and Reporting
A. Creating service reports and dashboards
B. Analyzing service performance and customer satisfaction
C. Utilizing Einstein Analytics for service insights

Exam Objectives:
- Understand the features and capabilities of Salesforce Service Cloud
- Design and implement Service Cloud solutions based on business requirements
- Configure and customize Service Cloud components, such as cases, entitlements, and knowledge management
- Set up Omni-Channel routing and optimize agent productivity with Service Console
- Automate service processes using workflows, process builder, and flow
- Integrate telephony systems with Service Cloud for CTI functionality
- Create and analyze service reports and dashboards
- Demonstrate knowledge of best practices and industry standards for Service Cloud implementation

The syllabus for the Salesforce Certified Service Cloud Consultant course will cover the following topics:
- Introduction to Salesforce Service Cloud
- Service Cloud Implementation Strategies
- Service Cloud Data Model and Configuration
- Salesforce Knowledge Management
- Omni-Channel and Service Console
- Service Cloud Automation
- Salesforce CTI Integration
- Service Cloud Analytics and Reporting

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The ability hole within the Workday Ecosystem | Resources

headquartered in 2005, Workday has progressively turn into the dominant platform for human elements and individuals management, the largest can charge area for many businesses. presently, about half of Fortune 500 corporations use Workday as does a quarter of the international 2000. Workday outshines the competitors now not best since it changed into born on the Cloud, however since it’s a unified device, combining HR, compensation, recruitment, and finance. every little thing an worker might need for onboarding, scheduling, time tracking, profession progression, and researching and building can be found and navigated on Workday. For HR managers, Workday offers a unified view of the personnel with analytics to song efficiency and facilitate facts-driven determination making.

As a more moderen dominant platform with a massive addressable market, Workday is an enchanting case examine in how the method and evolution of a single enterprise can scramble the labor market. First, I’ll try and clarify the Workday skill gap, then clarify what Workday is doing about it.

Dominant SaaS platform for HCM

Getty images

The Workday ecosystem demands three diverse kinds of talent:

1. functions partners

Workday features partners are global and regional programs integrators licensed to carry new Workday implementations. as a result of Workday is so complete and complicated, the volume of work (and number of americans) required for a new implementation can also be monstrous. subsequently, features partners include most of the world’s biggest tech services groups equivalent to Accenture, Deloitte, IBM, and PwC. In complete, Workday has forty eight functions companions.

functions companions require educated workers who can put in force and/or manipulate a Workday module like HCM (Human Capital administration), benefits, or Payroll. They also should be conversant with general features like reporting and integrations. To work on Workday, services partners employees are required to obtain and preserve certification for each and every module. Certification is received by completing practicing and passing an examination. additionally, after passing the check, personnel should recertify twice yearly, after each and every new release.

in accordance with my analysis, I estimate that at the end of 2022, there have been approximately 17,500 consultants certified to enforce or manipulate one or more Workday modules, up 35% from about 13,000 on the end of 2021. but in keeping with Lightcast, over the route of 2022, sixteen,761 entertaining jobs for licensed Workday consultants have been posted via Workday services partners, up from 13,371 in 2021.

With as many open positions posted with the aid of capabilities partners right through 2022 as the total population of certified Workday consultants, features partners are experiencing an acute ability hole.

2. Advisory partners

Workday Advisory companions are smaller specialists with in-depth expertise to advise valued clientele on product alternative and maximizing cost from Workday situations. In total, Workday has 46 Advisory companions.

while practically all personnel at each customer will deserve to learn how to turn into a Workday user, huge practicing is not mandated, let alone certification. What Workday customers do need, although, are personnel in a position to configuring and administering the platform and assisting different clients, which necessitates Workday knowledge. For Advisory companions, Workday doesn't require working towards and certification, but Workday does offer the Workday pro accreditation which is meant to replicate a excessive stage of competence on the platform and to be comparable to capabilities partner certification. conserving Workday seasoned accreditation requires recertifying twice annually with each and every new unencumber.

My analysis suggests four,500 Workday professional certifications had been issued so far. meanwhile, in 2022, Workday Advisory companions and valued clientele posted 7,000 open positions for Workday talent with pro Certifications or the equal. With 1.5x as many open positions in 2022 as granted Workday pro accreditations, Advisory companions and purchasers in need of technical suggestions face long odds in recruiting expert and in a position talent.

three. clients

Workday shoppers require HR and finance employees with Workday knowledge and journey. while these skills can be non-technical (i.e., not expected to configure the complete platform), when Workday expertise are mentioned in the position description, it’s likely that the place is a Workday aid function (i.e., heavy clients of the platform with some accountability for a component such as compensation administration or payroll).

although clients are not required to coach or certify personnel on Workday, helping a Workday implementation requires capabilities and abilities of the platform. in keeping with available records, I estimate that 31,000 new support clients joined the Workday ecosystem last yr – a number that falls short of the 58,000 jobs posted in 2022 by shoppers demanding Workday capabilities.

Workday skill gap

Why is Workday’s skill hole so large? Workday’s top-quality energy has turn into a neighborhood in want of improvement.

Workday promises its solution as a carrier to make certain customers may be able to normally devour new and up to date features with out the should "improve" or "put in force" a brand new version. This ensures client success – a core price it truly is woven into the cloth of Workday's way of life and operations. Workday’s managed approach is additionally mirrored in its method to practising and certification. Prioritizing consumer journey, Workday: (1) requires training and certification for all companion personnel and consultants touching the product – and for every selected product they touch; and (2) cautiously controls training and certification. as an instance, up except this yr, Workday only made practicing obtainable to companions or consumers. So there was no means for any one no longer already employed by means of a associate or client to access Workday working towards. The effect is an ecosystem the place ability is briefly give and poaching skill from different businesses has become the norm.

Closing the gap

Recognizing its success would require new and imaginative procedures to producing new Workday skill, Workday is already making development in 4 areas:

First, Workday segments practicing so definite certifications can be found to services companions, while other certifications can be found to Advisory companions. Workday is probably going to damage down these walls and open up certifications to all companions, starting by making Workday pro accreditation accessible to features companions.

2nd, on April 21, Workday made practicing available outdoor the ecosystem for the first time. Workday fundamentals is a short asynchronous on-line course (est. 5 hours) featuring an introduction to the platform. Workday beyond basics gives the subsequent step. both lessons yield a badge and, whereas Workday is at the moment promotion the lessons at no cost, the plan is to can charge $ninety nine for each and every in the future. on account that launch, over 10,000 americans have signed up. this is a good beginning, however Workday go additional to close the talent gap. Salesforce has been engaged on the same issue for virtually a decade. Salesforce’s Trailhead features hundreds of trails and modules covering all Salesforce items as well as topics reminiscent of building, administration, integration, marketing, and analytics. better of all, Trailhead’s content material is attainable without charge to clients although certification might also require a charge.

Third, Workday is actively pursuing partnerships with universities with the aim of enabling university companions to incorporate Workday practising into courses and courses of look at. The aim is to provide thousands of new graduates with Workday knowledge and certifications.

ultimately, as 48% of Workday job postings in 2022 requested greater than four years of experience, Workday now not only has a skills hole, however also an experience hole. Few Workday companions or consumers are excited to rent someone with a Workday seasoned accreditation who has under no circumstances really been involved in configuring or administering the platform. in consequence, it’s no longer adequate to center of attention on practising alone. this is why ultimate year, with Workday’s assist, Helios, a Workday Advisory accomplice and an achieve companions portfolio business, launched upward push, the primary apprenticeship application within the Workday ecosystem.

upward push hires new and up to date college graduates from university partners like institution of Minnesota, university of Wisconsin-Milwaukee, Carleton school, and Arizona State college. rather than insisting on HR journey, not to mention prior exposure to Workday, upward thrust hires apprentices in accordance with knowledge and diversity. After joining as full-time personnel, rise apprentices acquire ultimate-mile working towards on HR and Workday, then attain Workday pro certification. furthermore, upward push apprentices learn the consulting advantage they’ll should aid Workday valued clientele. once apprentices have completed the software, they’re deployed to valued clientele either on tasks, managed features, or by way of workforce augmentation. After a yr, shoppers can carry skilled upward push consultants inhouse at no further can charge.

while this primary Workday apprenticeship application is transforming into promptly, given the dimensions of the Workday ability gap and the significance of bridging the event gap, it shouldn’t be the only one. confidently Workday will see fit to add other talent companions to its turning out to be ecosystem.

whereas Workday is a ask yourself, its controlled strategy to its product in addition to working towards and certification created a talent hole. The good information is that Workday has already taken steps to close the hole and should obviously do much greater within the coming months and years. increasing access to practicing, college partnerships, and embracing apprenticeship programs like upward thrust will enable Workday to satisfy the demand for ability and release increase for the company and its companions.

in case you’re interested in researching more in regards to the Workday talent gap, which you can locate a brand new whitepaper on the area here.


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