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