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SERVICE-CLOUD-CONSULTANT Exam Topics and Domains
SERVICE-CLOUD-CONSULTANT is organized into 8 weighted domains. Expect to work with Service Cloud Voice, Omni-Channel, Reports, Dashboards, and more.
Industry Knowledge
Contact Center Metrics and KPIs
Explain the factors that influence key contact center metrics, KPIs, and business challenges
Interaction Channels
Explain the uses cases and benefits for different interaction channels
Business Continuity
Identify challenges and considerations for business continuity in the contact center
Contact Center Types
Compare and contrast the different types of contact centers and their business drivers
Knowledge Management Benefits
Identify the benefits of a knowledge base
Implementation Strategies
Consulting Engagement Lifecycle
Determine how to facilitate a successful consulting engagement
Licensing and Deployment
Determine appropriate contact center licensing and deployment strategies
Agile and Project Management
Apply agile methodologies to Service Cloud implementations
Release Management
Learn how Salesforce releases new features and how to prepare for them
Data Management and Migration
Plan for and work with large data volumes within Salesforce
Service Cloud Solution Design
Solution Architecture
Analyze customer requirements to determine an appropriate solution design
Performance Optimization
Distinguish the key components that contribute to performance optimization
CTI, Communities, and Field Service
Understand use cases and benefits for CTI, Communities, and Field Service Lightning
Service Cloud Automation
Explain use cases, capabilities and limitations of Service Cloud automation
Messaging and Voice
Discover benefits and capabilities of Service Cloud's Messaging portfolio
Knowledge Management
Knowledge Article Lifecycle
Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Knowledge Adoption and Maintenance
Determine appropriate approach to manage Knowledge adoption and maintenance
Data Categories and Article Types
Determine how to configure data categories, article types, articles, and publishing workflow
Knowledge Data Migration
Understand key factors for implementing Knowledge data migration strategy
Lightning Knowledge Migration
Describe considerations when migrating from knowledge to Lightning Knowledge
Intake and Interaction Channels
Channel Functionality
Describe use cases and functionality for each interaction channel
Email-to-Case and Web-to-Case
Differentiate between available email-to-case and web-to-case solutions and explain configuration
Open CTI Features
Explain the Open CTI features, architecture, and implications
Channel Solution Design
Explain design considerations and best practices when configuring interaction channel solutions
Digital Engagement
Enhance customer service with Einstein Bots and other AI features
Case Management
Case Lifecycle
Design a case management solution from case creation to closure
Case Relationships
Describe relationships between cases and other areas
KPI-Based Case Solutions
Determine appropriate case management solution given a set of KPIs
Entitlements and Milestones
Explain capabilities, use cases, and configuration of entitlements and milestones
Service Cloud Automation
Explain use cases, capabilities and limitations of Service Cloud automation
Social Customer Service
Identify use cases and capabilities of Social Customer Service
Contact Center Analytics
Reporting Solutions
Determine appropriate reporting solution given desired metrics and data sources
Stakeholder Reporting
Evaluate considerations when designing reports and dashboards for different stakeholders
Omni-Channel Analytics
Manage agents, queues, and skills using Omni-Channel analytics
Dashboard Configuration
Configure dashboard data visibility in Lightning Experience
Custom Report Types
Use custom report types to report on support activity
Integration and Data Management
Large Data Volumes
Analyze implications and design considerations of large data and transaction volumes
Integration Patterns
Explain use cases and considerations common to contact center integration patterns
Salesforce Connect
Understand Salesforce Connect capabilities and use cases
Service Cloud Integrations
Enable collaboration with Swarming and track service disruptions
Third-Party Integrations
Learn how to integrate third-party systems with Service Cloud
How do I earn this certification?
Passing SERVICE-CLOUD-CONSULTANT earns the Salesforce Certified Service Cloud Consultant certification. It sits in the Service Cloud track.
- Application Architect - Salesforce Certified Application ArchitectExpert-level certification demonstrating mastery in application design
- System Architect - Salesforce Certified System ArchitectExpert-level certification focused on data architecture and integration
- Sales Cloud Consultant - Salesforce Certified Sales Cloud ConsultantComplementary consultant certification for sales-focused solutions
- Experience Cloud Consultant - Salesforce Certified Experience Cloud ConsultantExtends Service Cloud with self-service portal capabilities
- Field Service Consultant - Salesforce Certified Field Service ConsultantNatural extension for service organizations with field operations
- Agentforce Specialist - Salesforce Certified Agentforce SpecialistAdds AI and automation expertise to service implementations
- Marketing Cloud Account Engagement Consultant - Salesforce Certified Marketing Cloud Account Engagement ConsultantConnects service with marketing automation for B2B organizations
Practice with Precision
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How to study for this exam?
The most effective way to prepare for SERVICE-CLOUD-CONSULTANT is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
- ACTIVE
- Last content update: 2024-10-11
- Agentforce 1.0 New content area in Digital Engagement and AI features • Release date: 2024-09-01
- Service Cloud Voice Latest Growing emphasis on voice channel implementation • Release date: 2024-06-15
- Messaging for In-App and Web Enhanced Increased focus on messaging vs chat distinction • Release date: 2024-05-01
Who should take this exam?
- 2-5 years of experience designing and implementing service solutions
- Experience managing implementation projects
- Strong analytical and problem-solving skills
- Deep knowledge of Salesforce product lines
- Solid understanding of data management and database concepts
- Familiarity with software development life cycle
- Contact center industry experience
What jobs can I get with this?
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