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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

TopicDetails
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
  • 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 3
  • 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 4
  • 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 5
  • 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 6
  • Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.

Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

Service-Cloud-Consultant Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our Salesforce Service-Cloud-Consultant exam dumps will include the following topics:

  • Integration and Data Management 6%
  • Implementation Strategies 19%
  • Interaction Channels 9%
  • Contact Center Analytics 5%
  • Industry Knowledge 22%
  • Case Management 11%
  • Knowledge Channels 9%
  • Service Cloud Solution Design 19%

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