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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 2: Case Management | 13% | - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Case deflection and self-service - Entitlements, milestones and SLAs |
| Topic 3: Implementation Strategies | 12% | - Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning - Consulting engagement lifecycle |
| Topic 4: Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| 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: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
| Topic 7: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels |
| Topic 8: Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation |
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