Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
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Service-Cloud-Consultant Exam topics
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- Implementation Strategies 19%
- Interaction Channels 9%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Service Cloud Solution Design 19%
- Case Management 11%
- Knowledge Channels 9%
- Contact Center Analytics 5%
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What is the duration of the Service-Cloud-Consultant Exam
- Length of Examination: 105 minutes
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Passing Score: 67%
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
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