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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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