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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Salesforce Administrator Certification can act as a prerequisite for this exam.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements - Security, compliance and performance optimization |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Case Management | 13% | - Automation: assignment rules, escalation, workflow - Case deflection and self-service - Entitlements, milestones and SLAs - End-to-end case lifecycle design |
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