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Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
Who should take the Service-Cloud-Consultant exam
The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants Service-Cloud-Consultant Exam then he should take this exam.
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Topic 2: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Topic 3: Intake and Interaction Channels | 13% | - Configuration best practices - Digital engagement and omni-channel - Designing intake channels - Email, web, social, phone and messaging channels |
| Topic 4: Implementation Strategies | 12% | - Licensing and deployment considerations - Training and adoption planning - Data migration, quality and governance - Consulting engagement lifecycle |
| Topic 5: Service Cloud Solution Design | 15% | - Solution design based on requirements - Scalability and maintainability - Security, compliance and performance optimization - Capabilities, limitations and trade-offs |
| Topic 6: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 7: Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Topic 8: Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
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