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For more info visit:
Salesforce Service-Cloud-Consultant Exam Reference
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Topic 2: Implementation Strategies | 12% | - Consulting engagement lifecycle - Licensing and deployment considerations - Training and adoption planning - Data migration, quality and governance |
| Topic 3: Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Topic 4: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Topic 5: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels |
| Topic 6: Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Topic 7: Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization - Solution design based on requirements |
| Topic 8: Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
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