What is the duration of the Service-Cloud-Consultant Exam
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Number of Questions: 60
- Length of Examination: 105 minutes
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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- A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
- After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
- If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 2: Implementation Strategies | 12% | - Data migration, quality and governance - Consulting engagement lifecycle - Training and adoption planning - Licensing and deployment considerations |
| Topic 3: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Topic 4: Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Topic 5: Intake and Interaction Channels | 13% | - Configuration best practices - Designing intake channels - Email, web, social, phone and messaging channels - Digital engagement and omni-channel |
| Topic 6: Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Topic 7: Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability |
| Topic 8: Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |





