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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Number of Questions: 60
- Passing Score: 67%
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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.
Certification Path
Salesforce Administrator Certification can act as a prerequisite for this exam.
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
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