Salesforce Service Cloud Consultant Exam Topics
Salesforce Service Cloud Consultant Exam Overview :
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Code: | Service Cloud Consultant |
| Certifications: | Salesforce Service Cloud Consultant Certification |
| Actual Exam Duration: | 105 minutes |
| Expected no. of Questions in Actual Exam: | 60 |
| Exam Registration Price: | $200 |
| See Expected Questions: | Salesforce Service Cloud Consultant Expected Questions in Actual Exam |
Salesforce Service Cloud Consultant Exam Objectives :
| 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. |
| Official Information | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
Updates in the Salesforce Service Cloud Consultant Exam Topics:
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