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