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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Reference
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The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Topic 2: Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements - Security, compliance and performance optimization |
| Topic 3: Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Configuration best practices |
| Topic 4: Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Topic 5: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Topic 6: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Topic 7: Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Topic 8: Implementation Strategies | 12% | - Licensing and deployment considerations - Data migration, quality and governance - Consulting engagement lifecycle - Training and adoption planning |
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