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Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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: Intake and Interaction Channels	13%	- Assess the design considerations and best practices when configuring an interaction channel solution - Given business process requirements, recommend the appropriate approach to intake channels and their design - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Explain agentic service capabilities, use cases, and configuration processes - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process
Topic 2: Industry Knowledge	12%	- Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs)
Topic 3: Integrations	10%	- Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data
Topic 4: Knowledge Management	9%	- Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Explain the knowledge article lifecycle and its implications
Topic 5: Case Management	15%	- Describe the capabilities and use cases for case assignment, escalation, and auto-response - Given a set of requirements, design the case management solution - Explain the relationships between cases and other core features such as assets, entitlements, and work orders
Topic 6: Implementation Strategies	12%	- Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, determine how to participate in a successful consulting engagement
Topic 7: Service Cloud Solution Design	16%	- Given a scenario, analyze customer requirements to determine appropriate solution design - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem
Topic 8: Contact Center Analytics	5%	- Explain the capabilities and use cases for Salesforce and third-party reporting tools - Given a set of desired metrics, determine the appropriate reporting solution

Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版) Sample Questions:

Question #1

Universal Containers は、Salesforce がケースに関する情報に基づいてエージェントにナレッジ記事を提案することを望んでいます。
コンサルタントはどのソリューションを推奨すべきでしょうか?

A. ナレッジ関連リストをケースページレイアウトに追加します。
B. ナレッジオブジェクトをグローバル検索オブジェクトに追加します。
C. ケース Lightning レコードページにナレッジコンポーネントを追加します。

Reveal Solution Discussion 0

Correct Answer: C 🗳️