Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant Exam :
  • Number of Questions: 60
  • Item Types: Multiple Choice
  • Exam time: 105 Mins.
  • Passing score: 68%
  • Price: $200 USD
  • Retake Fee: USD 100

Syllabus for Salesforce Service Cloud Consultant Certification Exam

Industry Knowledge 15%
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
  • Explain the uses cases, costs and benefits for different interaction channels.
  • Identify challenges and considerations for business continuity in the contact center.
  • Compare and contrast the different types of contact centers and their business drivers.
  • Identify the core tenets of KCS.
  • Describe how various components of a contact center can solve different business challenges.
Implementation Strategies 05%
  • Given a scenario, determine how to facilitate a successful consulting engagement
  • Given a scenario, determine appropriate contact center deployment strategies.
Service Cloud Solution Design 15%
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
  • Distinguish when it is appropriate to include custom application development or third-party applications.
  • Distinguish the key components that contribute to performance optimization within a design.
  • Describe the user experience requirements that can be solved by the Salesforce Console for Service.
Account and Contact Management 12%
  • Identify use cases and design considerations for social accounts and contacts.
  • Explain how the ownership of account and contact records drive visibility of related sales information such as opportunities, activities, etc.
  • Explain the various methods for establishing relationships between accounts and contacts.
  • Explain the impact of having an account hierarchy.
  • Explain the methods for populating and maintaining account and contact data using data enrichment tools.
  • Explain the use cases and implications for implementing person accounts.
Knowledge Management 11%
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
  • Compare and contrast Files, Content, Solutions, and Knowledge.
  • Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.
  • Distinguish the key factors to consider when designing a Knowledge data migration strategy.
Interaction Channels 15%
  • Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
  • Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
  • Explain the Open CTI features, architecture, and implications.
  • Given a set of requirements, recommend the appropriate Communities solution.
  • Explain the design considerations and best practices when configuring an interaction channel solution.
Case Management 25%
  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
  • Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge.
  • Given a set of KPIs, determine the appropriate case management solution.
  • Identify use cases for Chatter, Chatter Answers and Case Feed within case management.
  • Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.
  • Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management.
  • Identify capabilities for managing cases using social media.
Contact Center Analytics 07%
  • Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies.
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
  • Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics.
Integration and Data Management 07%
  • Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
  • Explain the use cases and considerations common to contact center integration patterns.
  • Explain the use cases and considerations for data migration and data quality.

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