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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management |
| Topic 2: Integration and Data Management | 6% | - Integration patterns and tools - Data model and relationships - Data migration and quality |
| Topic 3: Contact Center Analytics | 5% | - Report and dashboard design - Data sources and reporting considerations - Metrics and KPIs tracking |
| Topic 4: Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Topic 5: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 6: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Contact center types and business drivers - Service industry best practices |
| Topic 7: Implementation Strategies | 19% | - Consulting engagement lifecycle - Licensing and deployment models - Project planning and requirements gathering |
| Topic 8: Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Scalability and maintainability - Solution design considerations and trade-offs |
| Topic 9: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
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