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- Implementation Strategies 19%
- Contact Center Analytics 5%
- Interaction Channels 9%
- Industry Knowledge 22%
- Service Cloud Solution Design 19%
- Integration and Data Management 6%
- Knowledge Channels 9%
- Case Management 11%
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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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.
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Case deflection and self-service - Entitlements, milestones and SLAs |
| Implementation Strategies | 12% | - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance |
| Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
