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Salesforce Service-Cloud-Consultant Exam

Salesforce Certified Service Cloud Consultant

Total Questions: 177

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name Salesforce Certified Service Cloud Consultant
Exam Code Service-Cloud-Consultant
Official Information https://trailhead.salesforce.com/credentials/servicecloudconsultant
See Expected Questions Salesforce Service-Cloud-Consultant Expected Questions in Actual Exam
Take Self-Assessment Use Salesforce Service-Cloud-Consultant Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure

Salesforce Service-Cloud-Consultant Exam Topics :

Section Weight Objectives
Industry Knowledge 12% Discuss what affects Contact Center metrics and KPIs, assess the risks and benefits of achieving client goals, and describe standard practices and capabilities for a service organization.
Implementation of Strategies 14%  Outline steps for a successful consulting project, suggest deployment and training methods, and discuss data migration, quality, governance, and handling large volumes.
Service Cloud Solution Design 20%  Review customer needs to find the right service agent and customer experience solutions, considering their pros, cons, and compromises, and design a secure data plan based on security and compliance needs.
Knowledge Management 8%  Outline the steps from creating to archiving Salesforce Knowledge articles, including KCS and best practices. Based on needs, set up Knowledge for support and self-help.
Intake and Interaction Channels 15%  Suggest suitable intake channels based on business needs. Explain how different channels meet business goals. Review design tips and best practices for setting up channels.
Case Management 18%  Design a case management process from start to finish based on KPIs. Describe how to use Experience Cloud, chatbots, and Knowledge for case deflection. Detail setting up entitlements, milestones, and SLAs in Service Cloud. Explain Service Cloud automation's functions and uses.
Contact Center Analytics 8%  Create reports and dashboards in Salesforce to share important information with various users like agents, managers, and executives, based on the scenario.
Integrations 5%  Describe how and why to integrate Service Cloud with other systems and external data sources, including third-party tools.

Updates in the Salesforce Service-Cloud-Consultant Exam Topics:

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