Service-Cloud-Consultant Exam topics
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- Knowledge Channels 9%
- Industry Knowledge 22%
- Case Management 11%
- Interaction Channels 9%
- Integration and Data Management 6%
- Contact Center Analytics 5%
- Service Cloud Solution Design 19%
- Implementation Strategies 19%
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Number of Questions: 60
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility |
| Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability - Solution design based on requirements |
| Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
| Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations |
| Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Configuration best practices |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
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