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Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Knowledge Channels 9%
- Case Management 11%
- Implementation Strategies 19%
- Interaction Channels 9%
- Industry Knowledge 22%
- Integration and Data Management 6%
- Service Cloud Solution Design 19%
- Contact Center Analytics 5%
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Licensing and deployment considerations - Training and adoption planning - Data migration, quality and governance - Consulting engagement lifecycle |
| Topic 2: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 3: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Configuration best practices - Designing intake channels - Email, web, social, phone and messaging channels |
| Topic 4: Case Management | 13% | - Case deflection and self-service - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
| Topic 5: Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Topic 6: Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Knowledge base design and implementation - Case deflection and knowledge adoption - Data categories and access control |
| Topic 7: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Solution design based on requirements - Capabilities, limitations and trade-offs - Scalability and maintainability |
| Topic 8: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
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