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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 11% | - Entitlements, milestones and service level agreements - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution |
| Topic 2: Contact Center Analytics | 5% | - Metrics and KPIs tracking - Report and dashboard design - Data sources and reporting considerations |
| Topic 3: Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Email, phone, chat, social, and web channels - Omni-channel routing and configuration |
| Topic 4: Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
| Topic 5: Industry Knowledge | 22% | - Contact center types and business drivers - Service industry best practices - Key metrics, KPIs and business challenges |
| Topic 6: Implementation Strategies | 19% | - Licensing and deployment models - Consulting engagement lifecycle - Project planning and requirements gathering |
| Topic 7: Service Cloud Solution Design | 19% | - Scalability and maintainability - Solution design considerations and trade-offs - Feature selection and alignment with requirements |
| Topic 8: Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management |
| Topic 9: Service Console | - Feature combination and business value - Configuration and usability |
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Free update is available within 365 days after your purchase. After 365 days, you will get 50% discounts for updating.
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