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Last Updated: Aug 20, 2026
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle |
| Topic 2: Intake and Interaction Channels | 13% | - Configuration best practices - Designing intake channels - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Topic 3: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs |
| Topic 4: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Topic 5: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 6: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Topic 7: Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Topic 8: Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
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