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