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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
| Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Designing intake channels - Configuration best practices - Email, web, social, phone and messaging channels |
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
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