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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.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Service-Cloud-Consultant Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:
- Case Management 11%
- Industry Knowledge 22%
- Interaction Channels 9%
- Contact Center Analytics 5%
- Service Cloud Solution Design 19%
- Integration and Data Management 6%
- Knowledge Channels 9%
- Implementation Strategies 19%
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
| Industry Knowledge | 12% | - Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) |
| Service Cloud Solution Design | 16% | - Given a scenario, analyze customer requirements to determine appropriate solution design - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem |
| Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Given a scenario, determine how to participate in a successful consulting engagement |
| Case Management | 15% | - Given a set of requirements, design the case management solution - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| Intake and Interaction Channels | 13% | - Explain agentic service capabilities, use cases, and configuration processes - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Assess the design considerations and best practices when configuring an interaction channel solution - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given business process requirements, recommend the appropriate approach to intake channels and their design |
| Integrations | 10% | - Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data |
| Knowledge Management | 9% | - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment |
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