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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Passing Score: 67%
- Number of Questions: 60
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Topic 2: Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Topic 3: Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Topic 4: Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Topic 5: Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Topic 6: Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Topic 7: Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Topic 8: Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
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