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3. Supplemental Training Industry Knowledge/2. Key contact center metrics, KPIs, and business challenges.mp4 30.6 MB
4. Topic 2 Case Management/4. Case Management Question 2.3 - Case Entry Process.mp4 26.5 MB
5. Topic 3 Service Cloud Solution Design/3. Service Cloud Solution Design Question 3.2 - Salesforce Console for Service.mp4 22.0 MB
5. Topic 3 Service Cloud Solution Design/5. Service Cloud Solution Design Question 3.4 - Improving Cost per Case.mp4 21.2 MB
5. Topic 3 Service Cloud Solution Design/6. Service Cloud Solution Design Question 3.5 - Console Configuration.mp4 20.1 MB
1. Getting Started with Rapid Exam Prep/1. Introduction.mp4 19.0 MB
4. Topic 2 Case Management/9. Case Management Question 2.8 - Configuration.mp4 19.0 MB
7. Topic 5 Knowledge Management/3. Knowledge Management Question 5.2 - Features of Salesforce Knowledge.mp4 17.6 MB
3. Supplemental Training Industry Knowledge/6. Core tenets of KCS.mp4 17.6 MB
3. Supplemental Training Industry Knowledge/7. Components of a contact center.mp4 17.5 MB
8. Topic 6 Implementation Strategy/2. Implementation Strategy Question 6.1 - User Adoption.mp4 17.1 MB
9. Topic 7 Contact Center Analytics/4. Contact Center Analytics Question 7.3 - User Adoption Dashboard.mp4 16.9 MB
10. Topic 8 Integration and Data Management/2. Integration and Data Management Question 8.1 - Reporting Integration.mp4 16.6 MB
9. Topic 7 Contact Center Analytics/2. Contact Center Analytics Question 7.1 - Agent Assisted Interactions.mp4 16.5 MB
4. Topic 2 Case Management/2. Case Management Question 2.1 - Surveys.mp4 15.9 MB
2. Topic 1 Industry Knowledge/2. Industry Knowledge Question 1.1 - Common Contact Center Systems.mp4 15.3 MB
4. Topic 2 Case Management/10. Case Management Question 2.9 - Social Customer Service.mp4 15.1 MB
7. Topic 5 Knowledge Management/6. Knowledge Management Question 5.5 - KCS and Archiving Articles.mp4 14.9 MB
3. Supplemental Training Industry Knowledge/2.1 Handout-Metrics KPIs Business Challenges.pdf.pdf 14.6 MB
3. Supplemental Training Industry Knowledge/7.3 Handout-Metrics KPIs Business Challenges.pdf.pdf 14.6 MB
8. Topic 6 Implementation Strategy/4. Implementation Strategy Question 6.3 - Deployment Approach.mp4 14.4 MB
7. Topic 5 Knowledge Management/2. Knowledge Management Question 5.1 - Integration to Case Management Process.mp4 14.1 MB
4. Topic 2 Case Management/5. Case Management Question 2.4 - Omnichannel.mp4 13.5 MB
3. Supplemental Training Industry Knowledge/3. Interaction Channels.mp4 13.5 MB
5. Topic 3 Service Cloud Solution Design/4. Service Cloud Solution Design Question 3.3 - Repair and Returns.mp4 13.0 MB
7. Topic 5 Knowledge Management/5. Knowledge Management Question 5.4 - Knowledge Content Migration.mp4 12.9 MB
10. Topic 8 Integration and Data Management/7. Integration and Data Management Question 8.6 - Transaction Volume.mp4 12.7 MB
2. Topic 1 Industry Knowledge/4. Industry Knowledge Question 1.3 - Business Continuity.mp4 12.6 MB
6. Topic 4 Interaction Channels/4. Interaction Channels Question 4.3 - Live Chat.mp4 12.6 MB
4. Topic 2 Case Management/3. Case Management Question 2.2 - Service Level (SLA) Management.mp4 12.5 MB
6. Topic 4 Interaction Channels/6. Interaction Channels Question 4.5 - Live Agent and Chatter Answers.mp4 12.5 MB
6. Topic 4 Interaction Channels/2. Interaction Channels Question 4.1 - Email Management.mp4 12.4 MB
4. Topic 2 Case Management/11. Case Management Question 2.10 - Field Service Dispatch.mp4 12.4 MB
10. Topic 8 Integration and Data Management/4. Integration and Data Management Question 8.3 - Legacy Migration Criteria.mp4 12.1 MB
5. Topic 3 Service Cloud Solution Design/2. Service Cloud Solution Design Question 3.1 - Variable Required Data.mp4 12.1 MB
6. Topic 4 Interaction Channels/3. Interaction Channels Question 4.2 - Communities.mp4 10.9 MB
8. Topic 6 Implementation Strategy/5. Implementation Strategy Question 6.4 - Project Phase Identification.mp4 10.8 MB
10. Topic 8 Integration and Data Management/3. Integration and Data Management Question 8.2 - Legacy Data Migration.mp4 10.8 MB
4. Topic 2 Case Management/7. Case Management Question 2.6 - Case Collaboration.mp4 10.5 MB
10. Topic 8 Integration and Data Management/5. Integration and Data Management Question 8.4 - Case Data Quality.mp4 10.2 MB
10. Topic 8 Integration and Data Management/6. Integration and Data Management Question 8.5 - Batch Integration.mp4 9.8 MB
2. Topic 1 Industry Knowledge/3. Industry Knowledge Question 1.2 - Quality Monitoring.mp4 9.8 MB
9. Topic 7 Contact Center Analytics/3. Contact Center Analytics Question 7.2 - Chat Team Performance.mp4 9.6 MB
3. Supplemental Training Industry Knowledge/4. Business continuity in the contact center.mp4 9.4 MB
6. Topic 4 Interaction Channels/5. Interaction Channels Question 4.4 - Agent Assisted Inquiries.mp4 9.1 MB
6. Topic 4 Interaction Channels/7. Interaction Channels Question 4.6 - Open CTI.mp4 8.9 MB
8. Topic 6 Implementation Strategy/3. Implementation Strategy Question 6.2 - Project Planning Phase.mp4 8.7 MB
4. Topic 2 Case Management/8. Case Management Question 2.7 - Case Automation.mp4 8.2 MB
7. Topic 5 Knowledge Management/4. Knowledge Management Question 5.3 - Knowledge Visibility.mp4 8.2 MB
3. Supplemental Training Industry Knowledge/6. Core tenets of KCS.vtt 8.1 MB
3. Supplemental Training Industry Knowledge/5. Different types of contact centers.mp4 8.1 MB
2. Topic 1 Industry Knowledge/5. Industry Knowledge Question 1.4 - Knowledge Centered Support (KCS).mp4 7.0 MB
3. Supplemental Training Industry Knowledge/7.4 Handout-Components of a Contact Center.pdf.pdf 5.5 MB
3. Supplemental Training Industry Knowledge/1. Introduction to Industry Knowledge Supplemental Training.mp4 4.0 MB
3. Supplemental Training Industry Knowledge/2.2 ContactCenterMetricsTable.tiff.tiff 690.9 kB
3. Supplemental Training Industry Knowledge/7.1 ContactCenterMetricsTable.tiff.tiff 690.9 kB
3. Supplemental Training Industry Knowledge/7.2 ContactCenterTechnologyTable.tiff.tiff 598.3 kB
3. Supplemental Training Industry Knowledge/2. Key contact center metrics, KPIs, and business challenges.vtt 17.8 kB
3. Supplemental Training Industry Knowledge/7. Components of a contact center.vtt 7.8 kB
3. Supplemental Training Industry Knowledge/3. Interaction Channels.vtt 7.1 kB
12. Bonus Final Practice Exam/1. Bonus Final Practice Exam.html 4.4 kB
1. Getting Started with Rapid Exam Prep/1. Introduction.vtt 4.3 kB
3. Supplemental Training Industry Knowledge/5. Different types of contact centers.vtt 4.1 kB
7. Topic 5 Knowledge Management/4. Knowledge Management Question 5.3 - Knowledge Visibility.vtt 4.0 kB
5. Topic 3 Service Cloud Solution Design/5. Service Cloud Solution Design Question 3.4 - Improving Cost per Case.vtt 3.9 kB
5. Topic 3 Service Cloud Solution Design/6. Service Cloud Solution Design Question 3.5 - Console Configuration.vtt 3.8 kB
3. Supplemental Training Industry Knowledge/4. Business continuity in the contact center.vtt 3.8 kB
4. Topic 2 Case Management/4. Case Management Question 2.3 - Case Entry Process.vtt 3.6 kB
8. Topic 6 Implementation Strategy/2. Implementation Strategy Question 6.1 - User Adoption.vtt 3.4 kB
4. Topic 2 Case Management/10. Case Management Question 2.9 - Social Customer Service.vtt 3.3 kB
9. Topic 7 Contact Center Analytics/4. Contact Center Analytics Question 7.3 - User Adoption Dashboard.vtt 3.1 kB
9. Topic 7 Contact Center Analytics/2. Contact Center Analytics Question 7.1 - Agent Assisted Interactions.vtt 3.0 kB
4. Topic 2 Case Management/11. Case Management Question 2.10 - Field Service Dispatch.vtt 3.0 kB
4. Topic 2 Case Management/9. Case Management Question 2.8 - Configuration.vtt 2.9 kB
10. Topic 8 Integration and Data Management/2. Integration and Data Management Question 8.1 - Reporting Integration.vtt 2.9 kB
5. Topic 3 Service Cloud Solution Design/3. Service Cloud Solution Design Question 3.2 - Salesforce Console for Service.vtt 2.8 kB
10. Topic 8 Integration and Data Management/7. Integration and Data Management Question 8.6 - Transaction Volume.vtt 2.8 kB
8. Topic 6 Implementation Strategy/4. Implementation Strategy Question 6.3 - Deployment Approach.vtt 2.6 kB
6. Topic 4 Interaction Channels/6. Interaction Channels Question 4.5 - Live Agent and Chatter Answers.vtt 2.6 kB
10. Topic 8 Integration and Data Management/5. Integration and Data Management Question 8.4 - Case Data Quality.vtt 2.5 kB
7. Topic 5 Knowledge Management/3. Knowledge Management Question 5.2 - Features of Salesforce Knowledge.vtt 2.5 kB
7. Topic 5 Knowledge Management/6. Knowledge Management Question 5.5 - KCS and Archiving Articles.vtt 2.5 kB
10. Topic 8 Integration and Data Management/4. Integration and Data Management Question 8.3 - Legacy Migration Criteria.vtt 2.4 kB
5. Topic 3 Service Cloud Solution Design/4. Service Cloud Solution Design Question 3.3 - Repair and Returns.vtt 2.3 kB
6. Topic 4 Interaction Channels/2. Interaction Channels Question 4.1 - Email Management.vtt 2.3 kB
8. Topic 6 Implementation Strategy/5. Implementation Strategy Question 6.4 - Project Phase Identification.vtt 2.1 kB
10. Topic 8 Integration and Data Management/3. Integration and Data Management Question 8.2 - Legacy Data Migration.vtt 2.1 kB
1. Getting Started with Rapid Exam Prep/2. Exam Study Guide.html 2.1 kB
4. Topic 2 Case Management/5. Case Management Question 2.4 - Omnichannel.vtt 2.1 kB
6. Topic 4 Interaction Channels/4. Interaction Channels Question 4.3 - Live Chat.vtt 2.1 kB
7. Topic 5 Knowledge Management/2. Knowledge Management Question 5.1 - Integration to Case Management Process.vtt 2.1 kB
2. Topic 1 Industry Knowledge/4. Industry Knowledge Question 1.3 - Business Continuity.vtt 2.1 kB
9. Topic 7 Contact Center Analytics/3. Contact Center Analytics Question 7.2 - Chat Team Performance.vtt 2.0 kB
2. Topic 1 Industry Knowledge/2. Industry Knowledge Question 1.1 - Common Contact Center Systems.vtt 1.9 kB
7. Topic 5 Knowledge Management/5. Knowledge Management Question 5.4 - Knowledge Content Migration.vtt 1.9 kB
10. Topic 8 Integration and Data Management/6. Integration and Data Management Question 8.5 - Batch Integration.vtt 1.8 kB
6. Topic 4 Interaction Channels/3. Interaction Channels Question 4.2 - Communities.vtt 1.8 kB
5. Topic 3 Service Cloud Solution Design/2. Service Cloud Solution Design Question 3.1 - Variable Required Data.vtt 1.8 kB
8. Topic 6 Implementation Strategy/3. Implementation Strategy Question 6.2 - Project Planning Phase.vtt 1.7 kB
6. Topic 4 Interaction Channels/5. Interaction Channels Question 4.4 - Agent Assisted Inquiries.vtt 1.6 kB
6. Topic 4 Interaction Channels/7. Interaction Channels Question 4.6 - Open CTI.vtt 1.5 kB
4. Topic 2 Case Management/7. Case Management Question 2.6 - Case Collaboration.vtt 1.5 kB
4. Topic 2 Case Management/3. Case Management Question 2.2 - Service Level (SLA) Management.vtt 1.4 kB
4. Topic 2 Case Management/2. Case Management Question 2.1 - Surveys.vtt 1.3 kB
2. Topic 1 Industry Knowledge/3. Industry Knowledge Question 1.2 - Quality Monitoring.vtt 1.3 kB
4. Topic 2 Case Management/8. Case Management Question 2.7 - Case Automation.vtt 1.2 kB
3. Supplemental Training Industry Knowledge/1. Introduction to Industry Knowledge Supplemental Training.vtt 1.1 kB
11. Wrap-up/1. You made it to the end!.html 1.1 kB
2. Topic 1 Industry Knowledge/5. Industry Knowledge Question 1.4 - Knowledge Centered Support (KCS).vtt 845 Bytes
1. Getting Started with Rapid Exam Prep/3. Activity for Service Cloud Beginners.html 610 Bytes
10. Topic 8 Integration and Data Management/1. Pre-test How much do you know about Integration and Data Management.html 267 Bytes
2. Topic 1 Industry Knowledge/1. Pre-test How much do you know about Industry Knowledge.html 267 Bytes
4. Topic 2 Case Management/1. Pre-test How much do you know about Case Management.html 267 Bytes
5. Topic 3 Service Cloud Solution Design/1. Pre-test How much do you know about Service Cloud Solution Design.html 267 Bytes
6. Topic 4 Interaction Channels/1. Pre-test How much do you know about Interaction Channels.html 267 Bytes
7. Topic 5 Knowledge Management/1. Pre-test How much do you know about Knowledge Management.html 267 Bytes
8. Topic 6 Implementation Strategy/1. Pre-test How much do you know about Implementation Strategy.html 267 Bytes
9. Topic 7 Contact Center Analytics/1. Pre-test How much do you know about Contact Center Analytics.html 267 Bytes
6. Topic 4 Interaction Channels/3.1 Study This! - Communities User License Comparison.html 193 Bytes
4. Topic 2 Case Management/6. Case Management Question 2.5 - Milestones & Entitlements.html 164 Bytes
10. Topic 8 Integration and Data Management/8. Activity Integration and Data Management Quiz.html 160 Bytes
2. Topic 1 Industry Knowledge/6. Activity Industry Knowledge Quiz.html 160 Bytes
4. Topic 2 Case Management/12. Activity Case Management Quiz.html 160 Bytes
5. Topic 3 Service Cloud Solution Design/7. Activity Service Cloud Solution Design Quiz.html 160 Bytes
6. Topic 4 Interaction Channels/8. Activity Interaction Channels Quiz.html 160 Bytes
7. Topic 5 Knowledge Management/7. Activity Knowledge Management Quiz.html 160 Bytes
8. Topic 6 Implementation Strategy/6. Activity Implementation Strategies Quiz.html 160 Bytes
9. Topic 7 Contact Center Analytics/5. Activity Bonus Quiz!.html 160 Bytes
4. Topic 2 Case Management/10.2 Social Customer Service Implementation Guide.html 158 Bytes
6. Topic 4 Interaction Channels/2.1 Study Email-to-case attachment size limits.html 152 Bytes
4. Topic 2 Case Management/5.1 Omnichannel Implementation Instructions.html 147 Bytes
1. Getting Started with Rapid Exam Prep/2.1 Official Study Guide Service Cloud Consultant Exam.html 135 Bytes
[FCS Forum].url 133 Bytes
[FreeCourseSite.com].url 127 Bytes
[CourseClub.NET].url 123 Bytes
4. Topic 2 Case Management/10.1 Video Overview of Social Customer Service.html 119 Bytes
4. Topic 2 Case Management/11.1 Wikipedia Article on Field Service Management.html 115 Bytes
1. Getting Started with Rapid Exam Prep/3.1 Trailhead - Keep Customers Happy with Service Cloud.html 113 Bytes
3. Supplemental Training Industry Knowledge/6.1 Consortium for Service Innovation.html 94 Bytes

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