Salesforce Administrator Certification can act as a prerequisite for this exam.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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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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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Topic 2: Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
| Topic 3: Case Management | 13% | - End-to-end case lifecycle design - Case deflection and self-service - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs |
| Topic 4: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Designing intake channels - Digital engagement and omni-channel |
| Topic 5: Service Cloud Solution Design | 15% | - Scalability and maintainability - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Topic 6: Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Knowledge base design and implementation |
| Topic 7: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Topic 8: Contact Center Analytics | 10% | - Data-driven improvement - Report and dashboard design - Key metrics and KPIs tracking |
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