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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Service Cloud Solution Design16%- Given a scenario, analyze customer requirements to determine appropriate solution design
- Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem
Topic 2: Intake and Interaction Channels13%- Explain agentic service capabilities, use cases, and configuration processes
- Given business process requirements, recommend the appropriate approach to intake channels and their design
- Assess the design considerations and best practices when configuring an interaction channel solution
- Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process
- Given a set of business goals, discuss the use cases and functionality for proposed interaction channels
Topic 3: Implementation Strategies12%- 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
Topic 4: Integrations10%- Explain the use cases and considerations for third-party solutions and connections to external sources of data
- Explain the use cases and considerations for core Service Cloud integrations
Topic 5: Knowledge Management9%- Explain the knowledge article lifecycle and its implications
- Describe the key features of Lightning Knowledge
- Given a scenario, recommend the appropriate approach for Knowledge migration and deployment
Topic 6: Case Management15%- 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
- Describe the capabilities and use cases for case assignment, escalation, and auto-response
Topic 7: Industry Knowledge12%- 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)
Topic 8: Contact Center Analytics5%- Explain the capabilities and use cases for Salesforce and third-party reporting tools
- Given a set of desired metrics, determine the appropriate reporting solution
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