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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implementation Strategies12%- Training and adoption planning
- Data migration, quality and governance
- Licensing and deployment considerations
- Consulting engagement lifecycle
Topic 2: Contact Center Analytics10%- Key metrics and KPIs tracking
- Data-driven improvement
- Report and dashboard design
Topic 3: Intake and Interaction Channels13%- Digital engagement and omni-channel
- Configuration best practices
- Email, web, social, phone and messaging channels
- Designing intake channels
Topic 4: Case Management13%- Case deflection and self-service
- Automation: assignment rules, escalation, workflow
- End-to-end case lifecycle design
- Entitlements, milestones and SLAs
Topic 5: Industry Knowledge12%- Business challenges, risks and outcomes
- Types of contact centers and their characteristics
- Contact center metrics and KPIs
Topic 6: Service Cloud Solution Design15%- Solution design based on requirements
- Scalability and maintainability
- Capabilities, limitations and trade-offs
- Security, compliance and performance optimization
Topic 7: Knowledge Management12%- Case deflection and knowledge adoption
- Knowledge base design and implementation
- Data categories and access control
- Article lifecycle, versioning and visibility
Topic 8: Integrations10%- CTI and telephony integration
- Data exchange and synchronization
- Third-party system integration

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