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