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