Product Description Exam Number/Code: Service-Cloud-Consultant
Exam Name: Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版)
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant

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Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:

Topic	Details
Topic 1	Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
Topic 2	Industry Knowledge: This topic covers the key factors that influence contact center metrics and KPIs, the risks, benefits, and business challenges of meeting client's desired outcomes, as well as the industry standards and general capabilities of different service organizations.
Topic 3	Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
Topic 4	Intake and Interaction Channels: This topic addresses the recommendation of appropriate intake channels and their design based on business process requirements. It also discusses the use cases and functionality for proposed interaction channels, as well as the design considerations and best practices for configuring an interaction channel solution.
Topic 5	Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
Topic 6	Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.

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.

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The price of the Service-Cloud-Consultant exam is $200 USD.

Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:

Question #1

Universal Containers のサービス担当副社長は、サポートエージェントが顧客にナレッジ記事をより簡単かつ迅速に送信できるようにしたいと考えています。
コンサルタントは記事を顧客に送信するために何を設定する必要がありますか?

A. ナレッジ記事にリンクする自動応答ルールを作成します。
B. ナレッジ記事を共有するために Case Deflection コンポーネントを設定します。
C. ナレッジ記事を含む電子メールを送信するためのマクロを作成します。

Reveal Solution Discussion 0

Correct Answer: C 🗳️