Salesforce Service Cloud Consultant Certification Course

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About the Course

Summary of Service Cloud Course Content

1. Introduction to Service Cloud

Overview of Service Cloud and its role in Salesforce
Key features and benefits for customer service teams

2. Setting Up Service Cloud

Configuring Service Cloud Console for support agents
Profiles and Permission Sets for Service Cloud users
Service Cloud Setup through Setup Menu

3. Case Management

Creating & Managing Cases – Manual, automatic, and case assignment rules
Setting up Case Types, Case Fields, and Record Types
Case Escalation Rules for critical cases
Managing Case Milestones and Service Level Agreements (SLAs)

4. Knowledge Management

Setting up Knowledge Base in Service Cloud
Creating and managing Articles and Article Types
Implementing Knowledge Search for agents and customers
Using Einstein Knowledge to recommend articles

5. Service Cloud Console

Customizing the Service Cloud Console for agent efficiency
Setting up Quick Actions, Macros, and Keyboard Shortcuts
Managing Case Feed for real-time collaboration

6. Automation in Service Cloud

Automating case handling using Workflow Rules, Process Builder, and Flows
Case Assignment Rules for automatic case routing
Escalation Rules and Approval Processes for better case management

7. Reporting & Analytics

Creating Reports & Dashboards for service teams
Tracking Case Metrics and customer satisfaction (CSAT)

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Comprehensive & Up-to-Date Content
4hrs On-Demand Training
Hands-On, Practical Learning

$49.80 (INC VAT)

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Why choose the Supermums Course

1. Comprehensive Training

Covers all essential Service Cloud features in one course.
Beginner to advanced topics ensure broad appeal.

2. Hands-On Learning

Includes real-world projects to apply concepts immediately.
Interactive exercises to reinforce knowledge.

3. Exam Preparation Focused

Designed with the Salesforce certification exam in mind.
Includes practice questions and tips to boost exam readiness.

4. Cost-Effective & Flexible

Affordable self-paced learning, available on-demand.
No expensive bootcamps—learn at your own convenience.

5. Real-World Application

Teaches practical, actionable skills for immediate job use.
Helps professionals improve efficiency in customer service environments.

6. Motivational Support

Benefit from weekly motivational emails from the Supermums Team
Access a peer study group of learners completing the same course on Slack
Access the Supermums Alumni group to build your community for learning, networking sharing, celebrating and job opportunities.

We offer a range of payment plan options in partnership with Finance providers. Check out your eligibility at checkout or Chat to our team today about eligibility, the options and T&C’s.

Why It’s Better Than Competitor Offerings

Comprehensive and practical: While many competitors provide basic Service Cloud knowledge, this course offers real-world examples and deep dives into advanced features like automation, reporting, and community management.

Hands-on, real-world projects: Most competitors lack extensive practical assignments. Our course includes projects that mirror real-life customer service challenges—ensuring you are prepared to hit the ground running.

Certification-focused: This course is tailored to help you pass the Salesforce Service Cloud certification exam, unlike many other offerings that don’t align with exam objectives or fail to provide exam-specific practice.

Who is the course for?

Basic Salesforce Knowledge – Familiarity with core Salesforce concepts such as objects, fields, page layouts, and record types.
Salesforce Admin Skills – Basic understanding of Salesforce administration (e.g., creating users, managing profiles, and setting up security).
Ideal For: Salesforce Admins looking to upskill in the Service Cloud product.
Experienced Salesforce professionals wanting to specialize in customer service solutions.

What our clients are say about our Instructor and Courses

Supermums has been a great place to learn. I am just about to take my Admin exam after starting this with no previous knowledge and I must admit I feel ready. The course as been intense and thorough but made enjoyable and understandable by the patient instructor Liam.

I have loved working with Supermums on my Salesforce Admin training, and could not have been happier with the outcome. Instructor Liam was superb, always calm, knowledgeable and supportive throughout the process. Jayne was wonderful support throughout the process, and Kelly and the whole team were there every step of the way. Thank you Lyn and everyone for looking after me so well.

I am grateful to Supermums for the continuous encouragement and support. Coach Liam is very knowledgeable, the course content is great and the homework assigned really helped understand the concepts. Supermums provides lots of resources, the alumni group is very supportive too

About Liam, the Instructor

Liam O’Shea is the Head of Curriculum at Supermums and a certified Salesforce Instructor. You should buy Liam O’Shea’s on-demand Salesforce courses because you’re learning from a certified expert with deep real-world knowledge. Liam holds 8 Salesforce certifications, including Administrator, CRM Analytics & Einstein Consultant, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant. He’s trained hundreds of learners globally and is known for turning complex concepts into clear, practical lessons that get results.
With an average student rating of 4.9/5, Liam’s courses are trusted by those starting or advancing their Salesforce careers. His teaching is focused, engaging, and designed to help you apply your skills confidently in real job scenarios—at your own pace, on your own schedule.

Liam O’Shea’s on-demand content stands out because it blends deep expertise, real-world relevance, and exceptional clarity:

Certified Authority – With 8 Salesforce certifications, Liam knows the platform inside out and teaches exactly what’s needed to pass exams and succeed on the job.
Learner-Focused Design – He breaks down complex topics into step-by-step lessons, ideal for beginners or career changers.
Real-World Application – His content goes beyond theory, using practical examples and exercises that reflect real Salesforce roles and tasks.
Engaging Delivery – Liam’s calm, encouraging teaching style makes learners feel supported and motivated, even when tackling tough subjects.

Enrol Today

Comprehensive & Up-to-Date Content
4hrs On-Demand Training
Hands-On, Practical Learning

$49.80 (INC VAT)

Enrol Today

We prepare you for work not just a cert!

At Supermums we pride ourselves on delivering practical hands on training that improves your muscle memory and helps you to understand the real life application of the product.

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