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What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Number of Questions: 60
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.
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Designing intake channels - Configuration best practices |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements - Scalability and maintainability |
| Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Implementation Strategies | 12% | - Training and adoption planning - Consulting engagement lifecycle - Data migration, quality and governance - Licensing and deployment considerations |
| Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
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