PDF Version DemoSalesforce 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
How to book the Service-Cloud-Consultant Exam
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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:
- Knowledge Channels 9%
- Contact Center Analytics 5%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Service Cloud Solution Design 19%
- Implementation Strategies 19%
- Interaction Channels 9%
- Case Management 11%
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What is the duration of the Service-Cloud-Consultant Exam
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Passing Score: 67%
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 2: Implementation Strategies | 12% | - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance |
| Topic 3: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices |
| Topic 4: Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility |
| Topic 5: Case Management | 13% | - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Case deflection and self-service |
| Topic 6: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 7: Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Topic 8: Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability |
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