Exam Name: Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版)
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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What is the duration of the Service-Cloud-Consultant Exam
- Format: Multiple choices, multiple answers
- Passing Score: 67%
- Length of Examination: 105 minutes
- Number of Questions: 60
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.
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
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