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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability - Solution design based on requirements |
| Topic 2: Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Topic 3: Implementation Strategies | 12% | - Consulting engagement lifecycle - Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning |
| Topic 4: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices |
| Topic 5: Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Topic 6: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Topic 7: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 8: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
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