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Service-Cloud-Consultant Exam topics
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- Contact Center Analytics 5%
- Case Management 11%
- Integration and Data Management 6%
- Industry Knowledge 22%
- Knowledge Channels 9%
- Service Cloud Solution Design 19%
- Implementation Strategies 19%
- Interaction Channels 9%
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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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.
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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Topic 2: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Designing intake channels - Configuration best practices - Digital engagement and omni-channel |
| Topic 3: Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control |
| Topic 4: Case Management | 13% | - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design |
| Topic 5: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Topic 6: Implementation Strategies | 12% | - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance - Licensing and deployment considerations |
| Topic 7: Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Topic 8: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
Salesforce Certified Service cloud consultant Sample Questions:
Universal Containers (UC) is coaching new service agents to improve their productivity and service quality.
The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?
- A. Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.
- B. Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.
- C. Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.
Correct Answer: B 🗳️
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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
- A. Case report grouped by Call Center
- B. Dynamic Dashboard grouped by Call Center
- C. Case History report grouped by Call Center
Correct Answer: B 🗳️
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Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Secondary Routing Priority
- B. Capacity Model
- C. Skills-Based Routing
Correct Answer: A 🗳️
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Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Create sensitive data rules.
- B. Create an IP blocking rule.
- C. Enable Assistance Flag Configuration setting.
Correct Answer: B 🗳️
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Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
- A. Upcoming Milestones for the Case's Entitlement
- B. Knowledge articles suggested by Einstein
- C. Internal Chatter posts about the Case
Correct Answer: B 🗳️
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