In this module, participants will learn about contact center metrics, KPIs, benefits of the knowledge base, and more. 

• Contact center metrics, KPIs, and business challenges 
• Use cases and benefits for different interaction channels 
• Different types of contact centers and their business drivers 
• Benefits of a knowledge base 

In this module, participants will learn to determine how to facilitate a successful consulting engagement, determine appropriate contact center licensing and deployment strategies and more. 

• Plan, gather requirements, design, build, test, and document 
• Appropriate contact center licensing and deployment strategies 

In this module, learn to analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, design trade-offs, key components that contribute to performance optimization within a design, and more. 

• Analyze customer requirements to determine an appropriate solution 
• Key components that contribute to performance optimization 
• Use cases and benefits for implementing CTI, Communities, and Field Service Lightning 

In this module, understand the knowledge article lifecycle including creation, publishing, consumption, and feedback, business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance, and more. 

• Knowledge article lifecycle 
• Knowledge adoption and maintenance 
• Data categories, article record types, articles, and publishing workflow 
• Knowledge data migration strategy
• Migrating from Knowledge to Lightning Knowledge 

In this module, understand the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.), business process requirements, determine the appropriate approach to case submission and ,more. 

• Use cases and functionality for communities, mobile, phone, email, web, chat, SOS/video channel, and social media. 
• Approach to case submission 
• Design considerations and best practices when configuring an interaction channel solution 

In this module, learn a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition and  relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge, set of KPIs, determine the appropriate case management solution more. 

• Case creation to closure process 
• Relationships between cases and other areas such as assets, entitlements, work orders, Communities, Chat, and Knowledge 
• Case Management Solution 
• Service entitlements and milestones 
• Service Cloud automation (Flow, process builder, quick actions, macros, quick text). 
• Social Customer Service 

In this module, you will learn a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact centre technologies (ACD, IVR, PBX, etc.), evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives) and more. 

• Reporting solution for contact centre metrics 
• Designing reports and dashboards 

In this module, participants will learn considerations for common Service Cloud Integrations considerations for data migration and data quality and more. 

• Data migration and data quality 
• Service Cloud Integrations 

In this module, participants will learn to identify the appropriate Service Console features to meet the business need, and how different Service Console features work together to deliver business value and, more. 

• Service Console features, business value and, implementation