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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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:
- Service Cloud Solution Design 19%
- Knowledge Channels 9%
- Interaction Channels 9%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Contact Center Analytics 5%
- Implementation Strategies 19%
- Case Management 11%
Salesforce Service-Cloud-Consultant Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant |
| Exam Number: | Service-Cloud-Consultant |
| Exam Format: | Multiple-select, Multiple-choice |
| Available Languages: | English |
| Real Exam Qty: | 65 |
| Exam Duration: | 105 minutes |
| Passing Score: | 67% |
| Exam Price: | USD 200 |
| Related Certifications: | Salesforce Certified Administrator |
| Sample Questions: | Salesforce Service-Cloud-Consultant Sample Questions |
| Exam Way: | Online (proctored) or Onsite (at a testing center) |
| Pre Condition: | Salesforce Certified Administrator credential is required |
| Official Syllabus URL: | https://trailhead.salesforce.com/en/credentials/servicecloudconsultant |
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 9% | - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Explain the knowledge article lifecycle and its implications |
| Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Given a set of requirements, design the case management solution - Explain the relationships between cases and other core features such as assets, entitlements, and work orders |
| Contact Center Analytics | 5% | - Explain the capabilities and use cases for Salesforce and third-party reporting tools - Given a set of desired metrics, determine the appropriate reporting solution |
| Implementation Strategies | 12% | - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, determine how to participate in a successful consulting engagement |
| Industry Knowledge | 12% | - Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) |
| Integrations | 10% | - Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data |
| Intake and Interaction Channels | 13% | - Given business process requirements, recommend the appropriate approach to intake channels and their design - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Assess the design considerations and best practices when configuring an interaction channel solution - Explain agentic service capabilities, use cases, and configuration processes |
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