Exam Name: Salesforce Certified Service cloud consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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How to study the Service-Cloud-Consultant Exam
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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Interaction Channels 9%
- Contact Center Analytics 5%
- Knowledge Channels 9%
- Service Cloud Solution Design 19%
- Case Management 11%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Implementation Strategies 19%
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Licensing and deployment considerations - Training and adoption planning - Data migration, quality and governance |
| Contact Center Analytics | 10% | - Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design |
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs |
| Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Knowledge base design and implementation - Data categories and access control |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability |
| Intake and Interaction Channels | 13% | - Configuration best practices - Designing intake channels - Email, web, social, phone and messaging channels - Digital engagement and omni-channel |
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