Exam Name: Salesforce Certified Service cloud consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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How to book the Service-Cloud-Consultant Exam
These are following steps for registering the Salesforce Service-Cloud-Consultant exam. Step 1: Visit to Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
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The benefit in Obtaining the Service-Cloud-Consultant Exam Certification
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
For more info visit:
Salesforce Service-Cloud-Consultant Exam Reference
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What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
- Number of Questions: 60
- Passing Score: 67%
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Topic 2: Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Topic 3: Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Topic 4: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 5: Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Configuration best practices |
| Topic 6: Knowledge Management | 12% | - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation |
| Topic 7: Implementation Strategies | 12% | - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance |
| Topic 8: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
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