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