Expert Guidance
Learn from industry experts with practical experience
Hands-On Learning
Gain real-world skills through interactive projects
Career Advancement
Boost your career prospects with a prestigious certification
Who needs to attend this workshop?
Core Project Team (Must-Attend) These individuals are directly responsible for the success of the implementation. 1) Service & Support Leadership: * Customer Service/Support Director/Vice President: To define strategic goals, key performance indicators (KPIs), and high-level processes. * Support Managers/Supervisors: To provide detailed insights into current workflows, agent pain points, team structure, and reporting needs. 2) Salesforce Administrators & Solution Architects: * Current Salesforce Admins: They need to understand the Service Cloud-specific configuration, objects (Cases, Knowledge, etc.), and automation tools. * Technical Architects/Consultants: To design the scalable solution architecture, integrations, and data model. 3) Business Analysts & Project Managers: * Business Analysts: To document requirements, map "as-is" and "to-be" processes, and ensure the workshop outcomes align with business needs. * Project/Program Managers: To manage timelines, dependencies, and deliverables that come out of the workshop. Key Stakeholders & Process Experts (Strongly Recommended) Their input is crucial for designing a system that works in the real world. 4) Super Users & Senior Support Agents: * These are the people who live the current process daily. They provide invaluable, ground-level feedback on what works, what doesn't, and what would make their jobs easier (e.g., macros, console layouts, knowledge article usage). 5) Knowledge Management Specialists: * If implementing Knowledge Base or Einstein Article Recommendations, their expertise in content creation, lifecycle, and structure is essential. 6) Quality Assurance / Training Team Leads: * They need to understand the new system to develop effective training materials, quality scorecards, and onboarding programs for agents. Connected Departments (Highly Beneficial for Certain Topics) Service Cloud often integrates with other business functions. 7) Marketing & Customer Success Representatives: * For discussions on Customer 360 and Journey Management. They can provide insight into the full customer lifecycle before and after a support case. 8) Sales Operations or Account Management: * Especially important if implementing Account Service Models or B2B support. They ensure service processes align with sales and customer relationship strategies. 9) IT & Integration Specialists: * Should attend technical deep-dive sessions to discuss APIs, data migration from legacy systems, telephony integration (CTI), and single sign-on (SSO). Executive Sponsors (Critical for Kick-off & Key Milestones) 10) Executive Sponsor (e.g., COO, CIO, VP of Customer Experience): * Must attend the kick-off session to articulate the business vision, goals, and secure organizational commitment. Their presence signals the project's importance.
What you'll learn
From Tool User to Solution Designer
Learns how to diagnose business problems and architect a complete Service Cloud solution—not just configure features.
Connects All the Pieces
Understands how Case Management, Omni-Channel, Knowledge, AI, and Field Service integrate into one cohesive customer service ecosystem.
Ready for Real Challenges
Uses hands-on scenarios and exam-focused drills to practice solving complex business cases, building confidence for both certification and actual projects.
What you'll learn
Core Solution Design for Key Challenges
Focuses on architecting solutions for the most common, high-impact service scenarios: Omni-Channel routing, Case management automation, and Knowledge implementation.
Integration of Essential Components
Teaches how core Service Cloud tools—Service Console, Entitlements, Channels, and basic AI features—work together in a unified system.
Practical Prep for Certification & Projects
Uses targeted business cases and hands-on exercises to build critical consulting skills and prepare for the key domains of the Service Cloud Consultant exam.
What you'll learn
Strategic Overview & Core Capabilities
Gain a high-level understanding of Service Cloud's purpose and its main components—Case Management, Omni-Channel, and Knowledge—and how they solve common business challenges.
Key Feature Demonstration & Use Cases
See live demonstrations of essential tools like the Service Console and automation features, mapped directly to real-world support scenarios.
Roadmap for Next Steps
Leave with a clear understanding of the implementation process, key considerations for success, and how to prepare for deeper training or the consultant certification.
Meet your instructor
TBA
Curriculum
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1
Introduction to Service Cloud
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(Included in full purchase)
Service Cloud Components
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(Included in full purchase)
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2
Implementing Service Cloud Solutions
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(Included in full purchase)
Customizing Service Cloud
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(Included in full purchase)
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3
Integrating Service Cloud with Other Systems
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(Included in full purchase)
Third-Party Integrations
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(Included in full purchase)
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4
Optimizing Customer Support Processes
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(Included in full purchase)
Analytics and Reporting
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(Included in full purchase)
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5
Preparing for the Certification Exam
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(Included in full purchase)
Study Tips and Resources
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(Included in full purchase)
What People Are Saying
Discover how our course is transforming careers and providing the skills needed for success
Passing the Service Cloud Consultant exam was the single best thing I did for my career. It wasn't just about memorizing facts; it was about learning how to think like a solution architect. The study process forced me to connect the dots between business problems and technical solutions. Now, I don't just 'admin' the system—I consult with stakeholders, design efficient service processes, and speak with confidence. That certification on my LinkedIn profile was the key that unlocked a senior role and a significant salary bump.
Let's be honest, that exam is tough. Passing the Service Cloud certification was a grueling challenge that required months of study, hands-on practice in a dev org, and relentless dedication. But the moment I saw 'Pass' on the screen, it was all worth it. It's more than a badge—it's a testament to the hard work and deep understanding required to master a complex platform. It has given me immense confidence, and my colleagues and clients now see me as the go-to expert for all things service-related.
I'd been working with Service Cloud for two years before I decided to take the exam. I thought I knew it well, but studying for the certification revealed gaps in my knowledge and showed me smarter ways to use features like Omni-Channel and Knowledge. Passing it validated my hands-on experience and gave me a structured framework for implementation. Now, when I design a service console, I'm not guessing; I'm applying proven best practices. It's made me a more effective and credible consultant for my clients.
NextEd Training Academy: Cancellation & Refund Policy for Live Instructor-Led Courses
1. Policy Overview At NextEd Academy, we are committed to delivering high-quality, live instructor-led training. To ensure great experience for all participants and to manage course enrollment, instructor scheduling, and resource allocation effectively, we have established the following policy. Enrollment on any course constitutes agreement to these terms. 2. Course Rescheduling by the Academy We reserve the right to reschedule or cancel a course due to low enrollment or unforeseen circumstances. If we must reschedule or cancel: • You will be notified at least 5 business days prior to the course start date. • You will have the option to transfer your enrollment to the next available session or receive a full 100% refund. 3. Student Cancellation & Refund Policy Because seats in our live workshops are limited and reserved, the following policy applies: • Full Refund: Cancellations received more than 10 business days before the course start date is eligible for a full refund. • Partial Refund/Credit: Cancellations received 5 business days before the start date is eligible for a 50% refund OR a 100% credit toward a future course. • No Refund: After the course has commenced, we are not eligible for a refund. You will, however, receive full course materials. 4. Missed Live Sessions (For Multi-Day Courses) We understand you might miss a single session within a multi-day course. • Recorded Sessions: All live sessions are recorded. If you miss a session, you will be provided with a link to the recording for review. • Make-up Session: Depending on trainer availability, you may be allowed to attend the same session in a parallel running cohort (if one exists) to make up for the missed class. This is offered on a best-effort basis and is not guaranteed. 5. Transfer Policy We offer more flexibility with transfers than with cancellations to keep you on your learning path. • You may transfer your registration to another person at no cost, provided you notify us at least 3 business days before the course starts. • You may transfer your own registration to a future session of the same course once, if requested more than 8 business days before the original start date. Transfers requested after this period may incur a re-booking fee of 15% of the course cost. 6. Exceptions for Extenuating Circumstances Exceptions to this policy may be considered on a case-by-case basis for documented, serious circumstances such as: • Medical Emergency: A serious personal illness or injury (a doctor's note may be required). • Family Bereavement: The death of an immediate family member. • Significant Unforeseen Event: Other critical circumstances as determined at the sole discretion of the Academy management. In such cases, we will work with you to provide course credit or a partial/full refund.
Ready to Start Your Journey?
Enroll now and take the first step towards becoming a Salesforce Certified Service Cloud Consultant