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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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