Implementation Guides:

Case Management: https://na1.salesforce.com/help/pdfs/en/salesforce_case_implementation_guide.pdf
Salesforce Knowledge: https://na1.salesforce.com/help/doc/en/salesforce_knowledge_implementation_guide.pdf
Entitlement Management: https://na1.salesforce.com/help/doc/en/salesforce_entitlements_implementation_guide.pdf
Migrating From Portals to Communities: https://na11.salesforce.com/help/pdfs/en/salesforce_portal_to_community_migration_cheatsheet.pdf
Getting Started With Salesforce Communities: https://na11.salesforce.com/help/pdfs/en/salesforce_communities_implementation.pdf
Getting Started with Social Customer Service: https://na1.salesforce.com/help/pdfs/en/social_customer_service_impl_guide.pdf
Live Agent: https://na1.salesforce.com/help/pdfs/en/live_agent_impl_guide.pdf
The names of some products and features have changed.
* Salesforce Analytics is now called Salesforce1 Reporting.
* Analytic Snapshots is now called Reporting Snapshots.
* The “Manage Analytic Snapshots” user permission is now called “Manage Reporting Snapshots.”
* Embedded Analytics is now called Embedded Report Charts.
* Analytics API via Apex is now called Salesforce1 Reporting API via Apex.
* Analytics REST API is now called Salesforce1 Reporting REST API.
Multiple business processes: https://na1.salesforce.com/help/doc/en/salesforce_busprocess_cheatsheet.pdf

	Creado por Saulo Oliveira hace casi 9 años

High Salesforce Service Cloud consultant certification Apunte sobre Service cloud certification resources, creado por Saulo Oliveira el 21/06/2015.