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The price of the Service-Cloud-Consultant exam is $200 USD.
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What is the duration of the Service-Cloud-Consultant Exam
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Passing Score: 67%
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Topic 2: Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control |
| Topic 3: Intake and Interaction Channels | 13% | - Configuration best practices - Digital engagement and omni-channel - Designing intake channels - Email, web, social, phone and messaging channels |
| Topic 4: Implementation Strategies | 12% | - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance - Licensing and deployment considerations |
| Topic 5: Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
| Topic 6: Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability |
| Topic 7: Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Topic 8: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
