Service Cloud Consultant

For consultants working the full project lifecycle of Service Cloud implementations. Prove you can design, build and implement Service Cloud functionality.

Exam Topics

The exam will test your knowledge on: Industry Knowledge Implementation Strategies Service Cloud Solution Design: designing end-to-end service process from inbound case to resolution – considering capabilities, limitations, and design trade-offs, Relationship between cases and assets, entitlements, work orders, Knowledge Management Interaction Channels: communities, mobile, phone, email, web, chat, SOS/video channel, and social media, Case Management: case assignment, case escalation, case resolution, and case disposition, Contact Center Analytics: different types of contact centers and their metrics, KPIs, and business challenges, Integration and Data Management Service Console Service Cloud automation: Flow, process builder, quick actions, macros, quick text, Use cases for CTI, Communities, and Field Service Lightning.
Trailhead Exam Guide

CONSULTANTS

Salesforce Path

Mid-level

Level of Experience

2-5 years

Recommended Experience

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