In this lecture, I show you where to go to download the Service Cloud Consultant Certification Exam Guide. We then review the exam guide and weighting of each knowledge area.
In this lecture, we check several different things on our user account. This will enable you to use the Service Cloud, Knowledge and Flows.
In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture I introduce you to Contact Center Metrics concepts. We also download and install a Service and Support Reports and Dashboards app off of the AppExchange. Refer to the Resources folder for links to additional resources available with this lecture.
