Who should take the Service-Cloud-Consultant exam
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.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility |
| Topic 2: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Topic 3: Case Management | 13% | - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
| Topic 4: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 5: Service Cloud Solution Design | 15% | - Scalability and maintainability - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
| Topic 6: Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Topic 7: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Configuration best practices - Email, web, social, phone and messaging channels |
| Topic 8: Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle |
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