Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Topic | Details |
|---|
| Topic 1 | - Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.
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| Topic 2 | - Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.
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| Topic 3 | - Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
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| Topic 4 | - Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
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| Topic 5 | - Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
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| Topic 6 | - Intake and Interaction Channels: This topic addresses the recommendation of appropriate intake channels and their design based on business process requirements. It also discusses the use cases and functionality for proposed interaction channels, as well as the design considerations and best practices for configuring an interaction channel solution.
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Cloud-Consultant |
| Available Languages: | English |
| Exam Duration: | 105 minutes |
| Passing Score: | 67% |
| Real Exam Qty: | 65 |
| Exam Format: | Multiple-choice, Multiple-select |
| Related Certifications: | Salesforce Certified Administrator |
| Exam Price: | USD 200 |
| Sample Questions: | Salesforce Service-Cloud-Consultant Sample Questions |
| Exam Way: | Online (proctored) or Onsite (at a testing center) |
| Pre Condition: | Salesforce Certified Administrator credential is required |
| Official Syllabus URL: | https://trailhead.salesforce.com/en/credentials/servicecloudconsultant |
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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