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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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  • Number of Questions: 60
  • Passing Score: 67%
  • Format: Multiple choices, multiple answers
  • Length of Examination: 105 minutes

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

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

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