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