Salesforce Service Cloud Consultant Exam syllabus

Industry Knowledge - 15%
Contact Center

Implementation Strategies - 5%
Contact Center deployment

Service Cloud Solution Design - 15%
Salesforce Console

Knowledge Management - 11%
Knowledge life cycle

Interaction Channels - 15%
Email to Case
Web to Case

Case Management - 25%
Case Management
Live Agent
Chatter Answers
Case Feed

Contact Center Analytics - 7%
Reports and Dashboards

Integration and Data Management - 7%
Case Data


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