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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What is the duration of the Service-Cloud-Consultant Exam
- Number of Questions: 60
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
Online Version
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 2: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 3: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Topic 4: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Configuration best practices - Email, web, social, phone and messaging channels |
| Topic 5: Case Management | 13% | - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - Case deflection and self-service |
| Topic 6: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
| Topic 7: Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility |
| Topic 8: Implementation Strategies | 12% | - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations - Data migration, quality and governance |

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