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Exam Number : Service-Cloud-Consultant
Exam Name : Salesforce Certified Service cloud consultant
Vendor Name : Salesforce
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Service-Cloud-Consultant Exam Format | Service-Cloud-Consultant Course Contents | Service-Cloud-Consultant Course Outline | Service-Cloud-Consultant Exam Syllabus | Service-Cloud-Consultant Exam Objectives

Course Outline: Salesforce Certified Service Cloud Consultant

I. Introduction to Salesforce Service Cloud
A. Overview of Salesforce Service Cloud features and capabilities
B. Service Cloud architecture and components
C. Understanding the role of a Service Cloud consultant

II. Service Cloud Implementation Strategies
A. Defining service objectives and requirements
B. Designing service processes and workflows
C. Planning for data migration and integration

III. Service Cloud Data Model and Configuration
A. Understanding standard and custom objects in Service Cloud
B. Configuring case management and queues
C. Implementing entitlements and service contracts

IV. Salesforce Knowledge Management
A. Configuring and managing knowledge articles
B. Implementing knowledge article versioning and translation
C. Enabling knowledge base search and article recommendations

V. Omni-Channel and Service Console
A. Setting up Omni-Channel routing and work distribution
B. Configuring Service Console for efficient agent productivity
C. Customizing console components and layouts

VI. Service Cloud Automation
A. Designing and implementing service workflows
B. Utilizing process builder and flow for automation
C. Implementing service-level agreements (SLAs)

VII. Salesforce CTI Integration
A. Integrating telephony systems with Service Cloud
B. Configuring softphone functionality and screen pops
C. Implementing call center analytics and reporting

VIII. Service Cloud Analytics and Reporting
A. Creating service reports and dashboards
B. Analyzing service performance and customer satisfaction
C. Utilizing Einstein Analytics for service insights

Exam Objectives:
- Understand the features and capabilities of Salesforce Service Cloud
- Design and implement Service Cloud solutions based on business requirements
- Configure and customize Service Cloud components, such as cases, entitlements, and knowledge management
- Set up Omni-Channel routing and optimize agent productivity with Service Console
- Automate service processes using workflows, process builder, and flow
- Integrate telephony systems with Service Cloud for CTI functionality
- Create and analyze service reports and dashboards
- Demonstrate knowledge of best practices and industry standards for Service Cloud implementation

Syllabus:
The syllabus for the Salesforce Certified Service Cloud Consultant course will cover the following topics:
- Introduction to Salesforce Service Cloud
- Service Cloud Implementation Strategies
- Service Cloud Data Model and Configuration
- Salesforce Knowledge Management
- Omni-Channel and Service Console
- Service Cloud Automation
- Salesforce CTI Integration
- Service Cloud Analytics and Reporting

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An exam proctor will begin studying exam instructions approximately 15 minutes earlier than the examination delivery time. college students must be within the exam room with their exam at the present. If taking the exam on a computing device, it must be booted up and have handed the protection verify. Hand writers should not have a computing device with them in an exam room, except in any other case allowed based on the professor’s guidance. A student entering the examination room after the proctor starts reading guidance will not acquire further time for booting up their computing device, passing the security assess, and/or analyzing exam guidance.

When advised via the proctor, write your examination number on the cover web page of your examination, bluebooks, and any scratch paper you turn in as part of your exam. Handwritten examination solutions need to be written in blue books in blue or black ink. number the bluebooks you utilize (1 of 1, 1 of 2, 2 of two, and so on.). Proctors will permit time to study the professor’s instructions. aside from counting the number of pages of the exam, students don't seem to be accepted to show the web page of an examination past the directions web page unless the proctor instructs them to do so.

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