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