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所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-service-cloud-consultant-exam-test-new/
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课程名称：Salesforce认证服务云顾问考试准备 课程概述：Salesforce认证服务云顾问项目旨在为具有实施服务云解决方案经验的专业人士提供培训。这些顾问擅长收集业务需求，以满足客户需求，并将其转化为有效的设计、实现和对可扩展且可维护解决方案的支持。 目标受众：参加这个课程的人员通常是Salesforce认证服务云顾问，他们设计和实施与业务流程及客户服务需求相一致的解决方案，熟悉客户支持操作，并具备Salesforce的配置和优化经验。他们希望在云计算领域展示他们的能力，通常拥有2至5年的工作经验。 知识领域： - 客户支持流程及工作流 - 技术支持和客户支持团队的组织流程 - 知识中心服务（KCS）最佳实践 - 产品知识与事件管理 - 常见KPI如平均处理时间和客户分流率 - 行业趋势，包括AI和Salesforce Einstein - 服务接收渠道 - 提升服务效率的自动化策略 - 数据迁移和管理技术 技能： - 配置权利、里程碑和服务水平协议（SLA） - 开发全面的案件管理工作流程 - 设计服务控制台中的代理体验，包括布局、动态表单和记录页面 - 推荐和配置联系方式和渠道（如：机器人、电话、消息、社交媒体、Slack） - 实施web-to-case、体验云网站和自助服务选项 - 通过路由、自动响应和队列管理案件处理 能力： - 收集和优先排列业务需求 - 识别最合适的解决方案并评估标准与自定义方法 - 管理利益相关者并控制实施范围 - 利用Service Cloud Voice、电话或SMS工具进行客户通讯 - 识别何时采用声明性解决方案最为适合 考试考虑事项： - 考生可能需要额外指导，以提升Service Cloud功能、识别Apex和Lightning Web Components（LWC）的用例、了解不同Salesforce云的用例以及管理数据迁移过程。 - 但考生不需要： - 使用亚马逊云服务（AWS） - 实施使用LWC的Lightning Web Runtime（LWR）体验云模板 - 编写Apex或LWC代码 - 构建复杂集成 典型职位角色：获得此认证的个人通常担任业务分析师、顾问、项目经理、解决方案/技术架构师、联络中心经理、Salesforce管理员、系统分析师、产品负责人及行业主题专家。 考试内容： Salesforce认证服务云顾问考试包含60道多项选择题和最多5道无分数问题，考试时长为105分钟，及格分数为67%。注册费为200美元（加适用税费），重考费为100美元（加适用税费）。考试由监考考试中心或在线进行，具体的安排可在Salesforce网站上找到。 考试大纲涵盖行业知识、实施策略、服务云解决方案设计、知识管理、接收与互动渠道、案件管理、联络中心分析以及集成等内容，考察候选人实际操作服务云解决方案的经验，确保考生能够有效应用相关功能。
About the Salesforce Certified Service Cloud Consultant CredentialThe Salesforce Certified Service Cloud Consultant program is designed for professionals with experience in implementing Service Cloud solutions. These consultants are skilled in gathering business requirements to meet customer needs and translating them into effective designs, implementations, and support for scalable and maintainable solutions.Audience Description: Salesforce Certified Service Cloud ConsultantSalesforce Certified Service Cloud Consultants design and implement solutions that align with business processes and customer service requirements using Service Cloud. They bring knowledge in customer support operations and expertise in configuring and optimizing Salesforce.These consultants aim to showcase their abilities in cloud computing with a focus on customer support. Typically, they have 2 to 5 years of experience and possess the following knowledge, skills, and abilities.Knowledge Areas:Customer support processes and workflowsOrganizational processes for technical and customer support teamsKnowledge-Centered Service (KCS) best practicesProduct knowledge and incident managementCommon KPIs like average handling time and customer deflection ratesIndustry trends, including AI and Salesforce EinsteinService intake channelsAutomation strategies to improve service efficiencyData migration and management techniquesSkills:Configure entitlements, milestones, and service-level agreements (SLAs)Develop comprehensive case management workflowsDesign agent experiences in Service Console, including layouts, dynamic forms, and record pagesRecommend and configure contact models and channels (e.g., Bots, Telephony, Messaging, Social Media, Slack)Implement web-to-case, Experience Cloud sites, and self-service optionsManage case processing through routing, auto-response, and queuesAbilities:Gather and prioritize business requirementsIdentify the most suitable solutions and evaluate standard versus custom approachesManage stakeholders and maintain control of implementation scopeUtilize tools like Service Cloud Voice, telephony, or SMS for customer communicationsRecognize when declarative solutions are the best fitExam Considerations:Candidates may require additional guidance in:Enhancing Service Cloud features with automationIdentifying use cases for Apex and Lightning Web Components (LWC)Understanding use cases across different Salesforce cloudsManaging data migration processesHowever, candidates are not expected to:Work with Amazon Web Services (AWS)Implement Lightning Web Runtime (LWR) Experience Cloud templates using LWCWrite Apex or LWC codeBuild complex integrationsTypical Job Roles:Individuals aiming for this certification often hold roles such as:Business AnalystConsultantProgram/Project/Engagement ManagerApplication/Solution/Technical ArchitectContact Center ManagerSalesforce AdministratorSystem AnalystProduct OwnerIndustry Subject Matter ExpertAbout the ExamThe Salesforce Certified Service Cloud Consultant Exam includes:Content: 60 multiple-choice questions, plus up to five unscored questions*Time: 105 minutes to complete (includes time for unscored questions)Passing Score: 67%Registration Fee: USD $200, plus applicable taxesRetake Fee: USD $100, plus applicable taxesDelivery: Proctored exam available at testing centers or online. Details on scheduling can be found on the Salesforce website.References: No external materials (physical or online) are permitted during the examPrerequisite: Salesforce Administrator credential*Note: Since November 16, 2017, some Salesforce certification exams may include up to five additional unscored questions for data collection purposes. These unscored questions do not affect your final score and are in addition to the 60 scored questions.Exam OutlineThe Salesforce Certified Service Cloud Consultant Exam measures a candidate's knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Service Cloud solutions and can demonstrate the application of each of the features/functions below.Industry Knowledge: 12%Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs).Determine the risks, benefits, and business challenges of meeting a client's desired outcome.Given a specific type of service organization, explain industry standards and general capabilities.Implementation Strategies: 14%Given a scenario, determine how to participate in a successful consulting engagement (plan, gather requirements, design, build, test, and document).Given a scenario, recommend appropriate deployment and training strategies.Explain the considerations and implications for data migration, data quality, data governance, and large data volumes.Service Cloud Solution Design: 20%Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service agent experience.Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience, including interaction channels.Given a set of customer data security and compliance requirements, determine a successful design to secure the data.Knowledge Management: 8%Explain the Salesforce Knowledge article lifecycle, Knowledge-Centered Service (KCS), and best practices including creation, publication, consumption, feedback, revision, and archival.Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.Intake and Interaction Channels: 15%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.Assess the design considerations and best practices when configuring an interaction channel solution.Case Management: 18%Given a set of requirements or KPIs, design a case management solution from creation to closure (assignment, escalation, resolution, and disposition).Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Einstein Chatbot, and Knowledge.Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs) in Service Cloud.Differentiate the use cases and capabilities of Service Cloud automation.Contact Center Analytics: 8%Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders (agents, managers, executives).Integrations: 5%Explain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data.
