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