Exam Name: Salesforce Certified Service cloud consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
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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Who should take the Service-Cloud-Consultant exam
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.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Training and adoption planning - Data migration, quality and governance - Licensing and deployment considerations - Consulting engagement lifecycle |
| Contact Center Analytics | 10% | - Data-driven improvement - Report and dashboard design - Key metrics and KPIs tracking |
| Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Intake and Interaction Channels | 13% | - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels - Digital engagement and omni-channel |
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