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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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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| Section | Weight | Objectives |
|---|---|---|
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control |
| Case Management | 13% | - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - Case deflection and self-service |
| Implementation Strategies | 12% | - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations - Data migration, quality and governance |
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Configuration best practices - Email, web, social, phone and messaging channels |
| Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Scalability and maintainability - Solution design based on requirements - Security, compliance and performance optimization |
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