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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:

SectionWeightObjectives
Topic 1: Contact Center Analytics10%- Report and dashboard design
- Key metrics and KPIs tracking
- Data-driven improvement
Topic 2: Case Management13%- Automation: assignment rules, escalation, workflow
- End-to-end case lifecycle design
- Case deflection and self-service
- Entitlements, milestones and SLAs
Topic 3: Implementation Strategies12%- Data migration, quality and governance
- Licensing and deployment considerations
- Training and adoption planning
- Consulting engagement lifecycle
Topic 4: Integrations10%- CTI and telephony integration
- Data exchange and synchronization
- Third-party system integration
Topic 5: Service Cloud Solution Design15%- Scalability and maintainability
- Solution design based on requirements
- Capabilities, limitations and trade-offs
- Security, compliance and performance optimization
Topic 6: Industry Knowledge12%- Contact center metrics and KPIs
- Types of contact centers and their characteristics
- Business challenges, risks and outcomes
Topic 7: Intake and Interaction Channels13%- Digital engagement and omni-channel
- Configuration best practices
- Email, web, social, phone and messaging channels
- Designing intake channels
Topic 8: Knowledge Management12%- Case deflection and knowledge adoption
- Data categories and access control
- Article lifecycle, versioning and visibility
- Knowledge base design and implementation

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