What you get:

• 159 realistic and challenging exam questions (more than half of those questions came up in my exam)

• Support to all of your questions

This is the perfect course for someone who wants to make sure to pass this exam! No matter if you are an Admin, Consultant, Developer or Project Manager!

The questions cover all 9 topics present in the exam guide of this certification and will give you the perfect experience and knowledge which is needed to pass this exam.

Look forward to five types of questions:

• Conceptual Questions: what each functionality does, best practices, and how each functionality connects with others.

  
  

• Setup Questions: where to find each CRM functionality and how to set it up according to the correct Service Cloud best practices.

  
  

• Real-world scenarios: the case a company is in will be presented, and you, as the Service Cloud Consultant in charge, will have to offer your professional advice.

  
  

• Comparative Questions: out of a set of potential solutions, which one is the most efficient, and recommended by Salesforce's best practices.

• Functionality Questions: when to use the right automation tool, like Process Builder, Flow and Salesforce Apex.

You will be prepared to answer questions to the 9 topics present in the exam guide:

INDUSTRY KNOWLEDGE

• Explain the factors that influence key contact center metrics, KPIs, and business challenges.

• Explain the uses cases and benefits for different interaction channels.

• Identify challenges and considerations for business continuity in the contact center.

• Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

• Identify the core tenets of KCS.

• Describe how various components of a contact center can solve different business challenges.

IMPLEMENTATION STRATEGIES

• Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document.

• Given a scenario, determine appropriate contact center deployment strategies.

SERVICE CLOUD SOLUTION DESIGN

• Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.

• Distinguish when it is appropriate to include custom application development or third-party applications.

• Distinguish the key components that contribute to performance optimization within a design.

• Describe the user experience requirements that can be solved by the Salesforce Service Console.

KNOWLEDGE MANAGEMENT

• Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

• Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.

• Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.

• Distinguish the key factors to consider when designing a Knowledge data migration strategy.

INTERACTION CHANNELS

• Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.

• Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.

• Explain the Open CTI features, architecture, and implications.

• Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

CASE MANAGEMENT

• Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

• Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

• Given a set of KPIs, determine the appropriate case management solution.

• Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.

• Explain the use cases, capabilities and limitations of Visual Workflow important to case management.

• Identify capabilities for managing cases using social media (Social Hub, Salesforce for Twitter and Facebook).

CONTACT CENTER ANALYTICS

• Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).

• Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

INTEGRATION AND DATA MANAGEMENT

• Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

• Explain the use cases and considerations common to contact center integration patterns.