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Salesforce Service-Cloud-Consultant Exam Reference
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Topic 2: Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Topic 3: Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Topic 4: Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Topic 5: Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Topic 6: Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Topic 7: Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Topic 8: Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
