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