[Salesforce / Certifications] Salesforce Service Cloud Consultant Certification (a Study Guide?)

The last certification I took the past weekend is the Service Cloud Consultant Certification.

I have to admit it's been the toughest, not because its questions were "heavily hard" but because the exam took part on Salesforce features I was not completely familiar with.

I cannot provide you a complete guide on how to pass this exam but I can tell you the resources I used to pass it.

A prerequisite is the Administrator certification, some hints here from Admin Hero, don't worry there is plenty of stuff on the web...just Google it!

I may say that being and certified Administrator is also necessary to understand basic features of the platform covered in the Service Cloud cert.

The main part of the exam is centered on Cases, Knowledge, the Service Cloud Console and all related features.

• Case Management Implementation Guide: this contains a lot of Case related features, useful if you're not familiar with Cases
• Work Orders: learn about how to configure Work Orders
• Email to Case: official guide on Email to Case / On Demand Email to Case feature
• Knowledge Overview: official guide on Knowledge and its implementation
• Chatter Answers Implementation Guide: Knowledge on Chatter
• Entitlement configuration: configure entitlements, milestones, service contracts, ...
• Social Customer Service: use social channels to handle your Service Cloud
• Support Your Customers: a comprehensive guide of the main Service Cloud features
• Service console configuration: implement the Service Cloud Console
• Service Cloud Workbook: exercises on Service Cloud
• Sending Articles from Cases: a hint related to attaching knowledge articles on Cases
• Study flashcard 1: study questions on Service cloud cert
• Study flashcard 2: study questions on Service cloud cert
• Salesforce CTI guide: implement a CTI adapter
• CTI toolkit resources

There is also an awesome Service Cloud trailhead module:

So happy study and good luck!

[Salesforce] The Sobject Crusade: AppMenuItem

Source: AppMenuItem

This object hosts the applications you find in the app menù (upper right corner of the CRM) or in the App Launcher and the Connected Apps.
The list of such items are in Setup > Create > Apps

The object contains all application informations such as Name, Label, start URL, but also all the configurations about Canvas apps.

Here an example:

Select Id, Label, StartUrl, Type, ApplicationId, CanvasEnabled, SortOrder from AppMenuItem

[Salesforce] The Sobject Crusade: ApexTrigger

Source: ApexTrigger

The ApexClass is the most beloved object for Salesforce Developers.

It identifies a specific Apex Class, so you can query for Classes runtime.

Note that, even if the describe states that the ApexTrigger is creatable and updatable, an exception is thrown if you try to insert/update via API a trigger: use the tooling API or metadata API instead.

Among the fields, you can query for the Body of the trigger, whether it is valid or not, size in byte without comments.

Here an example:

Select Id, Name, ApiVersion, Body, IsValid, LengthWithoutComments, TableEnumOrId, UsageAfterDelete, UsageAfterInsert From ApexTrigger ORDER BY Name