Salesforce Service-Cloud-Consultant Practice Test Questions Answers
Exam Code: Service-Cloud-Consultant
(Updated 174 Q&As with Explanation)
Exam Name: Salesforce Certified Service cloud consultant (SU24)
Last Update: 20-Nov-2024
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Service-Cloud-Consultant Overview
Salesforce Service-Cloud-Consultant Exam Overview
| Overview | Details |
|---|---|
| Exam Name | Salesforce Certified Service Cloud Consultant (SC24) |
| Exam Code | SC24 |
| Duration | 105 minutes |
| Number of Questions | 60 (multiple-choice and multi-select) |
| Passing Score | 67% (40 correct answers) |
| Format | Computer-based (Pearson VUE testing centers or online proctored) |
| Language | English |
| Content Areas (Weight) | * Service Cloud Solution Design (16%) |
| * Implementation Strategies (15%) | |
| * Case Management (15%) | |
| * Knowledge Management (9%) | |
| * Interaction Channels (10%) | |
| * Contact Center Analytics (5%) | |
| * Integration and Data Management (5%) | |
| * Industry Knowledge (10%) | |
| * Service Console (15%) |
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Salesforce Service-Cloud-Consultant Exam Topics Breakdown
| Topic | Subtopics |
|---|---|
| Service Cloud Solution Design | Identifying customer needs, defining business requirements, designing solutions for specific use cases, optimizing service workflows |
| Implementation Strategies | Planning and scope definition, change management, data migration, project management best practices |
| Case Management | Case routing, escalation rules, entitlements, case assignments, knowledge base integration |
| Knowledge Management | Creating and managing knowledge articles, article tagging and categorization, knowledge base search and optimization |
| Interaction Channels | Omnichannel customer support, email, chat, web forms, social media, self-service portals |
| Contact Center Analytics | Reporting and dashboards for contact center performance, agent performance monitoring, customer satisfaction metrics |
| Integration and Data Management | Integration with other systems, data import/export, data validation and cleansing |
| Industry Knowledge | Understanding common service challenges in specific industries, best practices for industry-specific implementations |
| Service Console | Agent workspace customization, macros and automation tools, service console features and functionality |
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