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