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About Salesforce Certified Service cloud consultant : Service-Cloud-Consultant Exam

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Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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What is the duration of the Service-Cloud-Consultant Exam

Passing Score: 67%
Length of Examination: 105 minutes
Format: Multiple choices, multiple answers
Number of Questions: 60

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

Topic	Details
Topic 1	Intake and Interaction Channels: This topic addresses the recommendation of appropriate intake channels and their design based on business process requirements. It also discusses the use cases and functionality for proposed interaction channels, as well as the design considerations and best practices for configuring an interaction channel solution.
Topic 2	Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.
Topic 3	Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
Topic 4	Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
Topic 5	Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
Topic 6	Industry Knowledge: This topic covers the key factors that influence contact center metrics and KPIs, the risks, benefits, and business challenges of meeting client's desired outcomes, as well as the industry standards and general capabilities of different service organizations.
Topic 7	Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.